Yukon Gold Casino - Player's winnings have been confiscated.

Hi Sir / Ma'am

I just want to convey that Yukon Gold confiscated my winnings of $47,000.. I've already provided them with all my statements. I used my card for deposits and withdrew through Interac Money Transfer, which I believe is fast and secure. However, they insist that my account and credit card are not the same, leading to the confiscation of my winnings. It feels unjust, and I hope you can help me retrieve my winnings. Thank you, and God bless.attached below is my proof..

Yours,

Abreem

Dear asuelan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
• Have you provided all the other personal documents to verify your identity?
• If there's any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

"They always insist that my card doesn't match, but I don't know the reason because they keep saying it's my credit card, which I don't have. I told them I used a debit card for my deposit, shared all my documents, and gave them everything, yet I can't provide anything more, and 100% truthfully, I didn't lie to them. They keep giving repetitive replies in emails until suddenly they label me as 'risk management' without explaining the reason. Moreover, they imposed self-exclusion on me again. I'm really confused; they've treated me unfairly in my situation, not following their own terms and conditions. I don't feel that they're being fair as they claimed."

Hi asuelan,

In your email, you mentioned that you submitted all the documents about your bank accounts from January to October 2022.

• Could you kindly inform us when you made your most recent deposit?
• Additionally, have you also submitted more recent bank statements beyond October 2022?

Thank you.

I replied to your email Ma'am /Sir its because of attachment personal Documents. and Thank you for the Assistance and God bless.

yours,

Abreem

hello,

I just want to inform you that I have a new debit card. Whatever happens in the situation of my complaint, whether it gets resolved or not, I just want to let you know that I have a new debit card now. Thank you."

I'm sorry for the late reply. Thank you very much, asuelan, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi Petronela,

I just wanna say thank you for your time to help my situation your very kind and awesome because now i am happy and hopefully it will solve someday God bless your team..

yours,

Abreem

Hello, asuelan,

I am sorry to hear about your problem. I will contact the casino and try my best to resolve the issue as soon as possible. However, I noticed in the emails you provided to my colleague Petronela that you replied to one of the casino's emails with an explanation, but you deleted the casino's emails from the communication history. In addition, I have a feeling that you avoided some questions on purpose. Why?

Anyway, now I would like to invite Yukon Gold Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Yukon Gold Casino team,

I think it would be best if you could provide us with a detailed explanation of the user's situation.

If we are talking about a breach of the casino's Terms and Conditions, feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello Branislav,

Hello, I can't remember, but it seems I was deleted, and if ever, it's probably because their email messages have repetitive content as if computerized. For me, I've responded to almost all their accusations, provided all the documents I have, yet they still insist. I've been emailing them for years, and their responses have the same content. I feel deceived, as if they are belittling me. I will truly fight for my victory against them. I'm 100% sure I haven't violated anything. It's frustrating; they were my favorite online game, and now they treat me like this. I told them winning is significant for me because I'll use it for my family, especially for my child's education. It's really painful for me. I've only recently won, and they still won't give it. What do they really want to happen?

Thank you, and may God bless.

Hi Branislav

Risk management requested ID docs as well as bank statements showing all deposits made from 2022 as the player has made deposits using bank accounts that don't belong to him. As these were not provided (according to the notes on the account - I cannot see the documents that were sent by the player as they are secure) the account was closed due to the breaking of the T&Cs.

14. Payments and Winnings

j. Yukon Gold Casino reserves the right to perform Player’s identity, source-of-funds, financial account, and other background due diligence checks and may require documentation and information from the Player to do this. Failure by the Player to comply with any such requests or part thereof grants Yukon Gold Casino the right to void any winnings on the Player’s account, restrict further deposits and withdrawals, confiscate any casino account balances, and to lock the Player’s casino account indefinitely. As for the security documents, please see for more details under ‘Verification Procedure’.

Unfortunately until the player sends the documents that were requested to our risk management department, there is nothing I can do. The risk management department has also asked this player to stop emailing them as the player is not providing what has been asked for.

BTW the documents were originally requested in September 2022 and were requested multiple times over the following 2 months. The player has had over a year to supply these documents.

The player can supply the documents to risk management. Otherwise there's nothing more I can do here.

Cheers

What else do I need to prove to the casino? I have almost all the evidence, and I even went to the bank to request a bank statement, which I've already provided to risk management. I've given them almost everything, including the card I used for loading, and there's almost nothing left for me. The casino just doesn't seem to understand that I've hidden all the documents because they keep saying I haven't completed the documents. I've told them that I've almost given them everything, explaining my journey from the beginning until I won.

It has taken me over a year because of the casino. They self-excluded me without sufficient reason. The problem with the casino is that they don't listen to their players and don't know how to understand, causing frustration among players, especially those who just play, win, and then don't receive their winnings.

Please, give me my winnings. I'm not lying to the casino. Think about it; the casino's problem has reached this point if I'm lying. I would have ignored it, but I can't accept not getting my winnings because I played sincerely without any lies, no jokes. I've given everything I have repeatedly to the casino. I hope you have some compassion for me. My winnings mean a lot to me because I intend to send it to my family, especially for my father's medical expenses, and the remainder for my child's education. That's why I'm determined to fight for this. Thankfully, the casino guru is here to help me connect with you. I hope you can grant my plea. In Jesus' name. God bless with more peace of mind. Thank you.

The casino requested certain documents, and as far as they are concerned you still have not supplied them. I cannot see the documents so I cannot comment on whether the documents you sent are the right ones.

Their comment to you in the emails was that you funded your account with several bank accounts that are not in your name and you need to supply bank statements statements for those accounts showing the deposits, as well as ID.

I'm unable to do anything further in this case as they are still waiting on those documents. You are welcome to submit a complaint to our internal complaints system. If they do not find in your favour you are then welcome to make a formal complaint to ecogra. Unfortunately there's nothing else that can be done through this channel, or any other affiliate forum. Please follow the official complaint procedures.

This is how it is, sir. If they really have no intention of giving me the prize, then so be it. If they had plans, they should have given it earlier; for me, they're deceiving people. That's all I can say. I used to think that the casino might help a bit with daily expenses if I win, but it turns out they're causing stress in my life. Only God can handle them now.

I thought I would receive my prize because I've been waiting for it, but it turns out it's not coming. I'm already tired from typing on my cellphone keypad, explaining repeatedly. They haven't given me anything, not even $1.

Why are you not following the official complaint procedure? The casino is bound by the ADR decision. If they find you have sent all the documents, you'll get your money. You must follow the official complaint procedure. Complaining on an affiliate forum is not going to get you paid.

im sorry i cant understand what you mean

I used my RBC virtual Visa, with my name on the card, for the deposit, and I provided the casino with a photo of the card. So, what other proof are they looking for? Now, I have a new virtual Visa card because I deactivated the old one I used for loading before. I didn't want the card that brought bad luck to be visible, so I just changed it. It's up to you whether you believe it or not; it seems to be your plan to make things difficult for me. I'm telling you, I am the one playing in the casino. For my withdrawal, I used Interac transfer for a quicker process, but apparently, it's not that simple. They only require an email for the transfer, and it feels like I'm playing tricks on myself. They have my email at [ a*****n@yahoo.com ]maybe a smooth transfer is the only thing needed to resolve this. I'm having a hard time, and I'm tired of thinking and regretting this situation. Please have mercy on me; there's something really at stake here for my family. Please help me with this. 😞😢

I just hope that someone understands me, that I've already given all my documents. It really hurts and saddens me. I never thought that my favorite online casino would be the source of lifelong sorrow for me. I deeply regret why I even played with them. It's really disheartening.

Hi Branislav,

To be honest, I've already provided everything I have in my bank account, including all documents related to risk management. I've given them everything, and I even went to my bank to get my bank statement, which I promptly handed over. I'm not sure what else they need; they keep insisting on bank statements. Sometimes, I can't help but think they might be deceiving me. We're all just people living in this world, with different missions. They're in a position, and I'm the player, but we're all the same. Only God knows everything about us. Thank you very much.

Thank you both for your replies, emails, and additional information.

Dear asuelan,

"maybe a smooth transfer is the only thing needed to resolve this" - you have to be kidding now.

You mentioned that you do not understand what the casino representative meant by ADR/regulator and its decision or complaint procedure on the casino website. Never mind, after reviewing all the gathered information, we do not have to clarify it for now, because it would not make sense to turn to those institutions. It would very likely end up like I think it will end up here soon.

Although you could have sent all your documents to the casino, if you made a deposit by someone else's payment method at any point, it is understandable that it was not shown in any document you provided. In addition, players are obliged to verify their identity as well as the payment method and funds used for deposits. Unfortunately, if you used someone else's payment method, and you are even not able to prove it by sending the requested documents, there is nothing we can do about that, and you cannot pass the verification.

The casino mentioned that there were several requests since September 2022 and during 2 following months regarding the documents the casino needs from you to complete your KYC. You asked me via email if you need to send all the communication between you and the casino because there is a lot of it. Then you sent me only one and the same communication about self-exclusion (3-email conversation) twice, while it is completely irrelevant to the case. In addition, as I mentioned, you previously provided us with edited/incomplete communication between you and the casino, so misleading and distorted information.

There are surely some sad things about this case, but I am afraid that not on the casino's side.

Now, we will do it a bit differently.

Can you please:

• forward to me all the communication between you and the casino - all communication - complete, unedited, original ones
• write to the casino's Risk Management department asking them about your verification and what exactly they need to complete your KYC, and put me in the CC of the email so I can see it
• answer this important question - did you, at any point, use a payment method (deposit) at this casino that did not belong to you?

Let us know once everything is done.

Please note if you fail to do what is required in the points above in a reasonable time or fail to follow the instructions, the complaint will be rejected.

Thank you for understanding. Looking forward to hearing from you.

No, as I said before , " I deposited using my Virtual visa card of Royal Bank of canada , and I withraw it by Interact. " its my personal visa Debit cart . and there is no edited happen. I am really tired of this.

Dear asuelan,

Thank you for the additional information. However, it is not possible to confirm it by your bank statements.

If nothing was edited, at least you previously provided us with incomplete, misleading information.

Your bank statements show many transactions without details of the exact time or information about the senders/receivers of those transactions. There is a mess in those transactions - transfers going regularly to your bank account and out, several times a day, from/to several different senders/receivers, showing different transactions details. If there were no other problems with your KYC/verification at the casino, the casino at least cannot identify the deposits made to the casino in your bank statements, which makes the KYC impossible. In addition, it looks like the deposited funds could have originated from 3rd party/someone else.

As I can see, you are not able and willing to cooperate. Unfortunately, as I warned you above, the complaint will now be closed/rejected due to non-cooperation and insufficient evidence supporting your claims.

If you were able to meet the requirements given by the casino, you would likely be able to solve it with the casino's Customer Support or Risk Management, without involving any 3rd party in the matter. We cannot review the case sufficiently on our side without further details that you should have been able to supply but failed.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by or ADR. In case of any questions, feel free to write to me at branislav.b@casino.guru.

In case you reconsider your approach and decide to cooperate, please, follow the points in my previous post.

Thank you very much, Yukon Gold Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru