YoyoCasino Complaints

Close account issue

I have sent 11 mails to yoyocasino support that I want to close my account because I am playing to much and need to stop.

In the beginning they offered me bonuses to continue and gave tips to do other things inbetween the gambling.

Then they said I needed to send mail to another department. I did that, but they don’t reply.

Then I sent mail to support and the other department but they won’t help me close my account permanently.

Can you please help?

This casino is not serious.

Kind regards

Unresolved

Casino delays verification of my account

Hello Askgamblers, i have won at yoyocasino at the begining of October, i sent my documents and requested a withdraw. Since that time casino is checking my account. I dont understand how its possible to check one account for almost 3 months. Everytime support answered me that they will check my account soon, i have messaged them almost everyday and answer was the same always "wait for you account to be reviewed ". I ask Askgamblers to resolve this issue

Resolved

€2,600

YoYoCasino delay payment 4464e

Hey. This delay is already starting to be ridiculous. On May 10, 2022, I won € 4464 from this casino.

The casino has a withdrawal limit of 500e during 24h. I immediately put on the first 500e. I received it in a bank account within a day. After that, I put a new request for the 500e. Several days passed and the casino asked for documents. I responded to the documents immediately. It took several more days for the casino to ask for even more documents. I responded again to the new documents immediately.

Then several days have passed again and I still haven't received the money but the casino hasn't asked for anything more either.

Under normal circumstances, I would have already had to withdraw my entire balance once I get a 500e withdrawal every 24 hours, but now this has been delayed so much that it would take several more weeks to withdraw more money into my bank account from the casino.

I require the casino to make a manual balance payment due in full due to this delay. I think it's fair?

Resolved

€4,464

Refusing to verify my account and pay legitimate winnings

I have deposited 30 Euro using bitcoin with a 100% bonus with 70x wagering and turned it into 1000 euro and finished the wagering, this happened about 2 weeks ago. Ever since I finished the wagering I've been trying to verify my account by contacting them by Email, every time I send a document they ask me for another one, which is not a problem because that's the procedure but every email takes a minimum of 2 days to get a reply, and more if its a weekend. I ended up submitting my Id, passport, bank statement, bank statement with seal and a selfie of myself with my passport and the yoyosite casino open. I've done all this and they still froze my account for "not verifying it" they asked for proof of income even tho the deposit was only 30 Euro, i explained i am a student and that I don't have an income and rely on my father, so they asked for a bank statement that shows transaction for the last 3 months from the month of this interview, I didn't have any transactions so i submitted the same bank statement as that's what the support agent told me to do. After 3 days they email me saying "Give us your cryptocurrency address so we can refund you the 30 Euro you deposited." the casino is cheating me off 970 Euros that I have won and that's not fair, I followed everything they asked for, played slots only, didn't bet more than the amount that is allow nor did i increase my bet by a drastic amount and they still froze my account and refused to pay me or verify my account. I have attached all the Emails and my account balance before it got frozen. I would like my fair winnings please, as I could have lost my initial deposit at any moment but I was lucky enough to win a large amount. I also have video footage of me playing slots and winning the large amounts that increased my balance. I can upload the video footage if necessary.

Resolved

€1,000

Not getting my payments and wining

Hi dear I have been communicating with yoyo casino since June 23, they have frozen my account with my winnings which was 119,000,00 and after few days they have reopened it and my winnings was all gone and there was only 0.92 cent left
I had 3 withdrawal which went through and the other withdrawal which I had pending after they reopened my account they cancelled them and they allow me to play with it, they are saying there was a issue with game provider of casino technology and they are reviewing to see if the game with casino technology which I played was legitimate, how could this be real , I have won all the winnings gradually from beginning of June up to 30th of June with different games and providers, it’s not I won all the winnings at one shut . still they are not paying me and they are not telling me when they will solve the issue .
I have had deposited twice again which they excepted so quickly.
I need to have my balance of 119.000,00
And they should solve this issue.
As their rule and regulations the should start paying me, 18000,00 per month since I am at level 2
I have all the email and screenshots and emails. Please help

Resolved

Dragging their feet on payments for months

Dear all,

Sadly I have to chose the way to sort or find the problem out. Since the 26 of March 2020 im trying to withdrawal my amount of 7,775 EUR. Today, still winnings are missing and the casino is not willing to cash out.

For my very first win in at the yoyo casin, I had to verify my account first.I have send all the needed documents, like.. ID card, proof of address, bank details, ecopayz account,selfie + holding a letter in my hand.After my verification was completed, the chat operator of yoyo casino told me, that I can only cash out 500 EUR up to 3 days.Try to imagine how long does this takes already, to get the total amount of the win.Honestly, if the casino tells his gambler from his casino, that they will split the withdrawal into 500 EUR per transaction "up to 3 days" Im gonna expect that the casino, will withdrawal the winnings within these 3 days.So far, since the 26. of march, it never happened that I got the winning within the 3 business days in correct time frame, mostly I had to come back to the chat, asking for the winnings..

Over the month, there is still money left on my account, im still waiting to get the winnings. In total the casino owes me 1,765.15 EUR Since the 26 of march 2020. After all the procedure, my account is verified, they almost cash out my total amount, now they came again, that I will need to verify again my account, with more documents. First of all they were asking, that I have to send them my deposits I made into my ecopayz account. Thats curious, what this has something to do with my KYC here, as I verified my Identity correctly already with , ID card, selfies, utility bill + my total ecopayz account/details.After a few days, I agreed and I send the yoyo casino as well the proof where the money comes from, of the past 90 days.I really was looking forward to get now the total amount of my winnings. But it came one more time different, the yoyo casino send me, that this proof isn't enough anymore, and they will keep my winnings until ill send the total history of my ecopayz account, total transactions, deposits,withdrawals and so on.

And that's the point, ill not agree here anymore, since the 26 of march, I cooperated and showed patience for this case, but ill not agree here anymore, that I have to provide any casino, my total transaction list over the past 90 days. Who will give some ppl from a casino, the total bank transactions, there is no reason for me what this has something now to do with KYC?I highly doubt, that this, after my verification was done and my account verified, to ask for something like that.. I mean come on, since 3 month im waiting already to get the winnings, and I didn't even get the winnings so far, why can't u cash out first my first winning In ur casino, I got one winning and 2 verifications processes?

Please cash out my winnings, as u have been asking at very first time, that u "just" need the this one here.

----------

Dear Andrew < surname removed> !

We would like to inform you that we need to provide the following documents and information to process your withdrawal request effectively:

- Screenshots / PDF of the transaction history of your EcoPayz wallet for the last 3 months, which shows that you are charging your e-wallet with your real payment methods. All information on the screenshots (data, details, amounts, address bar of the browser, browser window) should be clearly visible.

-----------

So on, its not allowed here to mark the details, as u can see they were asking for data, details and so on.. highly questionable once again. As I have send this transaction list as well to them, they said once again, that this is not enough for an KYC and I will need now to send the total transaction list from the past 90 days.

Dear askgamblers, please help me in this case out as for my own data and privacy, im not ok anymore to cooperate like this with the casino of yoyo..

Wishing everyone all the best at this time,

Andrew

Rejected

€1,765

Blocking my account but won't say why

Good afternoon ,casino yoyo blocked account and wrote off the win for no reason,I registered at the casino through your forum since the rating was good but after winning casino does not want to pay money.amount of claim 140 euro.chat operator cannot answer why my account was blocked I hope the representative of the casino will give an answer on your forum.all documents were sent I don’t understand why the casino is blocked my account I hope your forum will help to understand this situation

Resolved

Declined my €1,850 payment for no reason

Hi, well, how do I start. (sorry about my English is not my first language)

I few months ago i received an email with a casino promotion, it was a bonus If I register and made a deposit, I did it, have a little bit of luck and manage to win 1850 Euros after completing the bonus I ask for a withdraw everything was smooth up to this point.

After like a week when I did not get any answer about my withdraw, they ask me to send a more information, I did sent the information, after this they ask me to send a selfie with my drivers license and their website on the background (lol) I sent that info too.
But then they began to ask some information about another credit card (my fiance's credit card) here when everything is getting weird , I told them that that credit is not the one I use to deposit in YOYO casino. They said that it was a mistake and that I need to wait a little bit more.
First of all, is illegal to share my fiance's credit card information with a website that she does not deposit.
Well after this they decided to blocked my account without any information why, after a week that I keep asking their online support and their email support. They told me that my account was blocked because i created multiple accounts with different names and deposit methods with the same email.

At first I thought that I had made a mistake, so I ask them for proof of what they were accusing me, they told that I have created two accounts with these usernames "vanne" and "vanne07" So I ask how is it possible that I could have created 2 accounts at the same casino with the same email I don't know any website that allows you to create 2 different account with the same email.
But they told that I have created 2 account but not at the same casino, one was YOYO and another one was ZET casino with another name and with another deposit method.
So when they were asking for some information about my fiance's credit card was because she created an account on ZET casino with her own name and her own credit card (which we can prove) they told me that I Broke their T&C. But when they show me what rules we broke no of their T&C applies to this situation.
Their T&C does not say anything about their "group" it says about their casino, it's not my problem that Zet casino and yoyo casino are for the same group, you have to respect the same policies for YOYO casino, not for the Tranello group, My fiance also plays casino, and that is why we shared this email this is our "gambling email" I don´t need to have different email because I never create more than 1 account on the same casino and that's why I always ask if I'm able to play in the casino, and their online support, told me it was no problem for my account to take on the bonus It's their fault because their T&C do not mention anything about follow the "group" policies and don't mention the casinos that their brand has , every casino on their brand has it's own policies, and I only need to follow to one that i'm playing.

So, they declined to pay me the money that I win fairly Because supposedly i broke their T&C because we didn't know what sister casinos they have.
I found extremely unfair that because their "group rules" that are not shown anywhere their are blocking my account .

Resolved

Delaying payments

So, i registered to this site and made few deposits via trustly. I won around 1000€ and made withdrawal of 1000€. Then i was informed i can only make withdrawals of 500€ each. After that i waited 3 days to them accept my withdrawal request, which they cancelled because i didnt withdraw with trustly but via bank transfer. So i made new withdrawal request using trustly this time and waited another 3 days. And they cancelled the withdrawals again reason being that i should withdraw using trustly (Which is what i did).

Now when i try to make withdrawal request it gives me error saying "automatic withdraw not allowed" and when i tried to contact support with this they said its financial teams problem and i should ask from them (Which will take another 3 days to resolve).

So now the money is just sitting on my account and i have to probably wait another 3 days to them resolve my problem which i have not had in any other casino ever. And after that probably 3 days to them process my withdrawal request which probably will be cancelled due to some sort of excuse again.

Please help me

Resolved

€1,000

Payment of €7,300 takes forever to be paid

I'm having same problem as "Rschloeg" in late 2018 with Yoyocasino.

I won 7800€ euros and casino allows me make withdrawal request only in sum of 500€/24h.

That already means i have to make 16 withdraws to get my money out, but in real life i have only got 500€ complete in 96h. So there is now 7300€ in my account.

So if this keeps going i have to wait about 3 months to get those funds (!)

I was already vip in level 3, where i was able to make bigger wihdraws, but without reason they drop me back to level 1.

When i ask them is my only way to get those funds in one piece by closing my account or something like that, they told me i can not close my account if there are any funds!

There are also terrible mistakes on the translate of t&c. In Finnish it says you can close your account and have your money in 24h. In english it says all your money will be "deducted and only player last deposit will be returned".

Is this a joke??? So if i win million, i have to wait next 30-40 years to get them or if i close my account i will lose that million and only for exsample 100€ will be returned???

I can sure you this thing really not follows Cypros, EU or even any Curacao law rules.

I have played online for 15 years now and this is so far my biggest unfair experiement...

Resolved

€7,300

Account and payment blocked for no reason

Good afternoon team Askgamblers I have a problem with casino Yoyo
I signed up with a partner link and got 25 free spins after wagering I have left on my balance 60 euro.After I turned to chat and asked where to send documents to check the operator wrote the mail to which I downloaded all the documents they required after all I waited for the withdrawal of money.4 days have passed no withdrawal.I turned to chat where the operator wrote don't worry soon you will get money.And on Friday my account was blocked.I wrote them a letter write me the reason for my account lock but they did not answer.I turned to chat they also refused to give the reason for blocking the account.
Claim amount 70euro.Please help in this situation.

Resolved

Delayed payment of €219

This casino is delaying my withdrawal more than 1 week.They asked me to send my skrill account transaction history for 3 months!!!I
I was suprized why they need it but I have send them this personal data. When they claimed that they have not received it .When I send them again .When they said we got your documents. After one week of waiting I have contacted them again and they said we do not have your documents. Finally they found them. When they said we want to see how you fund your skrill account with a visa.I send the sceenshot of this also.
They keep finding excuses how not to pay my money.Please help me with this

Resolved

€219

Delaying withdrawals, even they are claiming to withdraw 20k€ per month

I signed up at yoyo casino a few days ago. One of the key criterias is that they have high monthly withdrawals limits, as I'm playing high stakes. So I had a bit of luck and was able to win in total 4.000€. So I made my first 1.000€ withdrawal, which is the limit per transaction. After one day the request was canceled and I was told to make 2 x 500€ withdrawals. No problem. I did it. After another day I saw also why. The have processed the firt 500€ and after asking the support team what is happening to the second 500€ transaction, I got the info that this will be processed next week. So every week 500€ maximum. It is up to the finance team to decide what is the maximum payout and how much withdrawals will be processed. Also no further information what this means. So no rules and you need to wait if someone from the finance team approves another transaction.

Another "funny" thing - I'm VIP level 3 and on the homepage it cleary says the monthly withdrawal limit is 20.000€. Only go knows how to get 20.000€ if only 500€ will be processed every week. So they are not telling the truth at all on their casino site. They could even put there 100 millions. But you will never see the money.

For me that means I have to wait now 8 !!! weeks to get my money. I'm really asking myself if this is a serious casino ? Nobody is asking you if you deposit thounsands of Euros, but if you win you're the douche.

For all the other players -- keep away from that Casino if you're playing high stakes. You will get old before you get your money.

Resolved

€7,000

Would not payout my wins

I don't know what is going on with this casino. I have registered in Yoyo at the beginning of August, i was playing here some slots that I really like - True Sheriff and Sushi Bar and well I won quite some money - almost 2 000 EUR. First time playing in this casino and already having such a win was not bad at all... So, I claimed my withdrawal, sent them the documents and also received an email from them about the skype interview. I was a bit nervous since I haven't practiced my English for quite some time. I had some language related issues during the call but nothing significant really. So, I was quite surprised when I got the email from them that my win was cancelled. I mean how could this happen?? I really have no idea. So, please I would like to get my money….

Resolved

Winnings of 31,017 SEK confiscated without any further justification

Hi, On the 19th of January I wanted to make a withdrawal of sek31 017 from Yoyo Casino. Since I have already verified my account and identity before I expected this to be handled quite quickly. But after a few days I received an email from them requesting print screens of my Skrill transaction history for the last six months?! No idea why they needed this but I made print screens of all my transactions to and from Yoyo Casino (as well as their sister brands Casina Casino and Buran Casino since I also have money on these two casinos that were pending) and forwarded them to all three casinos. I then got another email saying they also needed a print screen of where the money originated from so I also sent them a print screen of that. But it turned out this was not enough either. They got back to me again requesting a FULL transaction history backtracking 3-6 months! Meaning they want to see all my PRIVATE purchases and transactions for the previous 3-6 months! I asked them why they asked for this and told them that it should be private. However they left me with no choice since they then locked my account at all three casinos and refuse to pay me the money I had in my accounts (sek31 017 + sek6 324 + sek1600 = sek 38 941!) So then I sent them all my transactions for the previous 3 months but apparently than still wasn’t enough since they got back to me saying that I’m an abuser and that they will not pay! They also say that I haven’t proven that the money in my Skrill account is mine. But I have already sent them proof of that I am the owner of the account and that the money is mine?! have done everything they have asked for and I am certain that I have followed all terms etc. Can they really do this?! Please help me!

Rejected

kr31,017

Stalling payments and ridiculous verification process

I signed up on this site a month ago and was offered a 100% welcome bonus. I took this offer and deposited 1800 SEK. I was lucky enough to get a big win and manage to finish the wagering with around 18 000 SEK in the account, which was a very nice win for me. Usually I lose but now I finally won and decided I would cash-out 10k and leave the other money left to play some more. But before I play a lot on a site I like to see that the cash-out and KYC process is easy, so I waited before I played more. They contacted me about KYC and I sent them all the documents they requested (ID, bill and payment method). I was verified but then they asked the the following: "In order to process your funds withdrawal request quickly and efficiently, we ask you to split 10000 sek. it on 4. parts.3000+3000+3000+1000 sek." That was concerning to me, I have never been asked to split my withdraw like this before, but I did like they asked me to. The pay-outs started and 14 days after my initial request of cash-out I had been paid all the 10k in 4 different installments. I was annoyed by this process and didn't like it, it would take ages for me to get money out from here if I was to win big so I decided to cash-out the rest as well. Then a few days after my cash-out request of the following 8k they told me: "Your account is frozen for additional verification. We would like to inform you that in order to verify your account, we would like to ask you to provide us with the following documents and information regarding your Skrill wallet: - The transactions history of your Skrill wallet for the last 3 months." I was astonished they would just freeze my account like that even though I already got the KYC process done and asked for something private like my whole Skrill history. But I had no choice but to give them what they wanted I realized since I wanted my money. So I sent them my Skrill history and expected to hear back from them soon. After over a week of waiting I contact them again, this time on live chat asking why my account is still frozen. They tell me: "We would like to inform you that in order to verify your account, we would like to ask you to provide us with the following documents and information regarding your Skrill wallet: - The transactions history of your Skrill wallet for the last 3 months. We kindly ask for a screenshot/photo or an statement from the bank account or a card with confirmation of your skrill wallet replenishment. We want to make sure that it was You (account/card holder), who made deposits on your skrill account from other payment systems." So now they ask for further information, I will provide them with this as well. But I find it really annoying that they us this stalling payments tactic to get me to reverse the withdraws and continue to play and this ridicolous KYC process. I would like to know an official statement from the site why they do this kind of things. I will make sure not to reverse these withdrawals and also want to warn people having problems with reversing withdrawals not to play on this site.

Resolved

kr10,000

Account closure, and winning of 9 990 SEK confiscated without any proof

Hello! I made a deposit of 2 000 SEK to recive the welcome bonus of 100%. I recived the bonus without any problems, and i had a wagering requirment of 80 000 SEK. I started to play a Netent-game (Secrets of christmas). I won up to around 11 000 SEK. After that i changed game to Good girl, bad girl. After some few hundred spins i discovered that the wagering wasnt right, and that the game didnt contribute with 100% to the wagering. I looked the terms, and that game wasn't in the list of games that contribute with less than 100%. So i asked support why it was so. After that they changed their terms and added that game in the list. After that i waited a few days, and returned to the casino to play with the 9 990 i had left, but first i contacted support, to ask if there was any other games that didnt contributed with 100% , that wasnt on the excluded-game-list. The support answered me that my account was suspended until i had verified my identity, and that i couldnt play until it was finished. So i did send in all the requested documents. After that i recived this mail: " Dear X, Thank you for contacting our YoYoCasino Support Team. We want to inform you, that your win in the bonus game have been declined by our Financial Department. Your duplicate account has been found by our Department of Safety . This is forbidden by rules of our casino. Your win have been canceled. Your account is closed without of chance to restore During the next 24 hours your deposit in amount of 1800 SEK -10% ( transaction of the payment system "SKRILL" ) would return to you. Please request the withdraw 1800 SEK which have been returned to your balance. If you have any additional question please do not hesitate to contact us via email [email protected] or via Live Chat. Best Wishes, YoYoCasino.com Team Отписаться от рассылки" If i understand this right, they are accusing me of having more than 1 account on YoyoCasino, wich is not right! I have only one account on YoyoCasino. I have an account on Boaboa, which is the same owner, but not 2 accounts on the same casino. I dont know why they are accusing me of this, and i want to know why. I moved to a new apartment in December, so it's totally impossible that someone with the same IP-adress or something has played on this casino before.

Resolved

Stalling payments

Found this casino at the section for new casinos here on askgamblers. I Made 2 deposits and won around 3.k and withdrew on 13th June and never used a bonus. My account was verified quickly. However I was told to cancel my withdrawal and split into 700 euro withdrawals each. I did this on 14th June. Now the casino has gone quiet will not answer emails and the withdrawals are listed as pending and still available to cancel 1 week later. Even tho they only have 24h pending time on ewallets in their terms.. I think this casinos practices are very dodgy and need help with my withdrawal. You shouldnt have them listed on your website with such a high rating.

Resolved

$3,000

YoyoCasino Complaint Stats