Yummy Wins Casino - Player requests refund after account neglect.

Casino allowed me to gamble while I was on gamstop

I made various deposits at once of little amounts

proving I was a problem gambler I made lots of efforts to try stop blocking banks etc but still let me deposit

when I tried to stop I got bombarded with free bonuses drawing me in

I’d like to request a refund back from them I’ve been in the process of it but they seem to just be brushing me off till I leave them alone but I won’t as I feel I’m entitled to my funds back due to the neglect from them as a company

Dear jjduffy5225,

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

First of all, please note that Yummy Wins Casino operates without a gambling license. As a result, even if you are self-excluded through Gamstop, the casino does not have access to this register and will only become aware of your situation when you inform them directly.

Could you kindly confirm if you have informed the casino about your gambling problems and requested to be self-excluded? If so, please forward me your oldest account closure request, along with the casino’s response, to my email address: veronika.l@casino.guru.

Additionally, could you please let me know if your account is currently blocked?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear jjduffy5225,

Thank you for your emails. I have reviewed the correspondence between you and the casino, and while I can see from the subject that the casino blocked your account, I wasn’t able to find any message where you informed them of your reason for wanting to close your account. Could you please clarify if you have communicated this to the casino?

Please understand that our complaint resolution process follows specific steps. In cases involving refunds after a failed self-exclusion, we need to gather evidence showing that the player informed the casino about their gambling problem and requested the account closure, but the casino failed to act promptly or did not close the account at all.

If you have any communication showing that you informed the casino of the gambling addiction, please forward it to me at veronika.l@casino.guru along with the casino's reply, otherwise, I won't be able to proceed with your complaint. Thank you in advance for your understanding.