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YoyoCasino - Declined my €1,850 payment for no reason

RESOLVIDA
Informação da reclamação
Cassino em disputa YoyoCasino
Motivo Pagamento negado
Valor € 1850
arimansnake Chile
Postado em 10 de outubro de 2019

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 .

Postado em 11 de outubro de 2019

Dear Manuel,

We would like to kindly inform you, that after carefully evaluating your case by our Administration, we can see that your account did not pass the verification procedure.

You did not create duplicated accounts to the same E-mail address on one website, we detected accounts used by different people that were registered to the same E-mail address on some of our brands.

Although we appreciate from your point of view this may not seem serious, we would like to inform you that the e-mail address is considered a piece of personal information and as such must be unique for each account holder. This rule is imposed on all online operators and is part of our Anti-Money Laundering responsibilities to monitor and act accordingly when such situation arises.

Furthermore, please note that the successful verification in your case would have consisted of fully verifying the identity of both account holders. At the present moment, we have received documents only from one account holder, which renders the verification process failed.

Based on this, the Security Department has made a decision to cancel your withdrawal and to permanently close your account with YoYo Casino and any other accounts associated with your personal information. This is our final decision.

We hope this clarifies the situation.

Best regards,
YoyoCasino Team

AskGamblers
Postado em 11 de outubro de 2019

Dear YoyoCasino,

AskGamblers Complaints Team is kindly asking you to provide detailed explanation on the issue along with evidence which will support your accusations towards the player, with quoted terms that have been breached, if any.

Upon AskGamblers Complaints Terms we consider all evidence strictly confidential and won't be publicly displayed or sent to the third party. Please send required information directly to suppor­­[email protected]­a­s­kg­­amb­­le­r­s.com.

Thank you in advance.

arimansnake Chile
Postado em 11 de outubro de 2019

I will like to add something here, I don't really care if you keep my account close based on what happened, But if the only thing to fix this is for my fiance to verify her account we don't have a problem with that.
So if you need that, please let me know here or trough my email what we need to send to verify the account and actually work this out

Postado em 15 de outubro de 2019

Dear AskGamblers team,

We will provide you with all the pieces of evidence via email shortly. We are sorry for the delay with the answer.

Best wishes,
YoyoCasino Team

arimansnake Chile
Postado em 15 de outubro de 2019

"Furthermore, please note that the successful verification in your case would have consisted of fully verifying the identity of both account holders. At the present moment, we have received documents only from one account holder, which renders the verification process failed."

We can send you the documents you need, you're not even trying to solve this.
Tell us, what do you need for us to send so we can solve this

AskGamblers
Postado em 16 de outubro de 2019

AskGamblers Complaints Team has been provided with enough information and evidence on behalf YoyoCasino management in regards of this complaint to confirm and justify the casino actions. Player by his actions breached casino term #5.4 and casino acted upon term #6.22

5.4 All data and information that you have provided when registering at our Casino is true and real and you will continue to update this information in case of any changes. 
6.22: YoYoCasino Casino has the right to block an account, as well as to cancel payments and deposits in case of suspicion of fraudulent activity during replenishing the account. Moreover, the casino has the right to notify the relevant authorities about fraudulent payments and illegal activities.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

YoyoCasino Reclamações

  • 13 de 13 resolvida
  • 1 dia resposta méd.
  • 1 semana vida útil méd. da reclamação
  • 8,891 USD valor médio

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