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.

Hi I’ll send over now

Thank you for sharing your recent email from Resolver dated October 19, in which you noted that the casino allowed you to register and play despite your GAMSTOP exclusion. However, to proceed with the investigation, I’ll need the exact email you initially sent to the casino where you explicitly requested account closure due to gambling addiction. I have not yet received this specific email from you.

Please forward this email to me so I can further assess your case. Without it, I won’t be able to advance our investigation. Thank you for your cooperation and understanding.

Hi I’ve already sent this

hi any update

Thank you for your emails and for providing further details about your case.

Unfortunately, while you reached out to Yummy Wins Casino support multiple times, it appears that you did not explicitly mention a gambling addiction or formally request a permanent account closure. In cases like this, we are only able to pursue refunds where we can present clear evidence that a player openly acknowledged a gambling issue and, despite this, the casino failed to take appropriate action under responsible gambling practices.

In your communication, you referenced debts and asked for compensation, but without a direct statement regarding gambling addiction, our options are limited. I’m sorry that we are unable to assist you further in this matter.

When applying for the self-exclusion, always state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion due to xxx

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Since you have not specified in your conversations that you wanted to close your account due to gambling addiction, I'm sorry but in our view, you are not eligible for refunds of your deposits.This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.