Ag Awards

Yukon Gold Casino - Not paying and closed my account!

Complaint Info
Disputed casino Yukon Gold Casino
Reason Casino terms violation
Amount $ 590
Posted on May 26, 2015

They took 450 open withdrawal and closed the account with 140 still on it.Then sayed i have duplicate accounts and that my deposit was refunded. I dont have duplicate yukon accounts and nothing was refunded!They also say that my computer has generated many accounts.I play yukon on a new lenovo win tablet bought 2nd march 2015.Opened first yukon account end april this year!Only problem that could be right is that somebody else plays in my Network becouse i have open wifi and near 30 people live in the house. !!!I cant accept their decision!!!

Posted on May 7, 2015

Dear player

During your chat with Mitch he explained that your daughter (who you confirmed was your daughter) also has an account.

The terms and conditions of the casino specifically state that there is one account allowed per household. You read and agreed to these terms when you joined the casino. It is your responsibility to ensure no one else in your household has an account at the casino before joining.

You also received an email from Sally in risk management regarding this:

Hello #player#,

Thank you for your email.
As per the Terms and Conditions, a player agrees to have "Read and understood" the terms and conditions prior to making a real money deposit. The promotion guidelines and wagering requirements are clearly and explicitly stated on our website.
How you choose to wager your funds is your own decision, when you redeem a bonus you must wager according to Terms and Conditions set in place. It is your own negligence in regards to sharing WiFi networks, and not in the responsibility of Casino Rewards.
However, as a sign of good faith, the deposit funds have been refunded back to your Skrill account. We consider this case close, we will not be entering into any further correspondence in this regard.

Please do let us know if you need any further clarification regarding any of the Terms and Conditions on the website.

Kind regards,

Casino Risk Management

As your deposit has been returned after the terms and conditions were broken, I can see no further action required on part of the casino here.

Posted on May 7, 2015

My daughter lives 300km away in her own home! She is registered @ her home and me @ my home! You haven,t even properly checked!

Posted on May 7, 2015

My Daughter is 34 years old and has her own household for over 10 years!

Posted on May 7, 2015

I would like to get my withdrawal and also the yukon account opened!Would really like to play again!

Posted on May 8, 2015

When i wrote the letter to riskmanagement then sally just copy pasted some crap and started to ignore me! By your current understanding all my Crewards accounts should be invalid and you could copy paste the same crap each time i win!--------I can see further action required by the casino!Copy paste does not resolve anything!Stop being rude!

Posted on May 9, 2015

They did refund 50cad deposit but cant accept only that!

Posted on May 11, 2015

Are we going to ignore me like riskmanagement?

Posted on May 11, 2015

Please ask Casino Yukon to respond.They say something and that must be taken like the bible.

Posted on May 13, 2015

Hi player

I have gone through both accounts and can see that both you and your daughter have played from the same household. You also have some of the same details entered into your account.

If you are not happy with the decision made by the casino I would like to refer you to eCogra.


Posted on May 13, 2015

Only same detail is made up phone number 50000000.Cant have spam on my phone and sleeptime calls! I contacted eCogra. I think we can call this case ended for now becouse eCogra rules don,t allow ohter cases on the same manner!........Thank you askgamblers team!!

Posted on May 13, 2015

When i try to read terms and rules then pops up and says it is forbidden!?
Lets hope eCogra sees into the probleem! Thanks!!!

Posted on May 13, 2015

Great. Once we have the results from ecogra I will post them.

Posted on May 16, 2015

Waiting for ecogra to respond! Will update!

Posted on May 19, 2015

Waiting for ecogra to respond! Will update!

Posted on May 22, 2015

Waiting for ecogra to respond! Will update!

Posted on May 26, 2015

We consider this complaint unresolved, till we receive a decision from eCogra.

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