Yep Casino - Dobici igrača su konfiskovani.

I am filing a formal complaint against Yep Casino for the unfair confiscation of my winnings totaling €31,835.37.

I won this amount recently and underwent a thorough verification process. I submitted all requested documents, including my ID and a photo of my debit card. Every single document was reviewed and officially APPROVED by the casino’s team. However, despite approving all my documents, the casino intentionally withheld the final status, leaving my account unconfirmed to delay my withdrawal.

On April 20, 2026, the casino completely blocked my access to my account (ID 80013347).

Regarding my devices and network: I use two personal mobile devices and I frequently switch between my 5G mobile data and my home WiFi. I am the sole user of these devices and my network. Any IP matches the casino claims are likely false positives caused by the shared nature of 5G mobile networks.

There is a massive technical error or intentional manipulation on their side: I received an automated email from the casino to my registered address, but it referred to a completely different Account ID (ID 80011144), which does not belong to me. I immediately replied asking for an explanation regarding this wrong ID, but the casino ignored my inquiry and proceeded to block my legitimate account instead.

The casino's bad faith is further proven by an email they sent me, offering a "gesture of goodwill" of €1,000 if I agree to forfeit the rest of my balance (€30,835.37). I refuse to be bribed into giving up my fair winnings. If I had truly violated any terms, they would not offer me a single cent.

I previously tried to resolve this via AskGamblers, but they rejected the case because they do not mediate technical "multiple account" disputes. I request Casino Guru to conduct a full investigation into this matter and help me recover my funds.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Yep Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• When have you passed account verification, and which documents were you asked to provide during the process?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hello Tomas, I have just sent a detailed email to your address (tomas@casino.guru) containing all the answers to your questions, along with the relevant screenshots of my communication with the casino and my KYC process. Please let me know if you have received it or if you need any further information.

Thank you!

Nikolay

Thanks for your patience and for the information provided.

Could you please confirm you haven't used the same device to access and play on multiple accounts?

Could you please confirm you haven't deposited to multiple accounts using the same payment method?

Looking forward to your reply.

I confirm that I have not used the same device to access or play on multiple accounts. I also confirm that I have not deposited to multiple accounts using the same payment method. This is my only account.

Dear NikolayIvanov,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Romi (romana.r@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear user,

I'm Romi, and I will be handling your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Yep Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Yep Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I confirm, these are my phone and card initials.

Dear NikolayIvanov,

During a routine security review, we detected that multiple accounts associated with you were registered and used on the platform.

Please note that according to our Terms and Conditions, only one account per player is permitted.

In particular:

Clause 5.6 states:

"You are permitted to open only a single account (Main) on the Website. Any additional account opened on the Website will be considered a "Duplicate Account.""

Clause 5.6.1 states:

"All transactions made from the Main and/or Duplicate Account will be invalidated."

Clause 5.6.3 states:

"Any deposits, winnings, or bonuses obtained during the period the Duplicate Account was active will be forfeited."

Additionally, under Clauses 13.5.2 and 13.5.3, the Company reserves the right to terminate accounts associated with previously restricted or duplicate accounts.

As a result of the above violations, your account has been blocked in accordance with the Terms and Conditions.

Thank you, Yep Casino, for the information provided.

Dear user,

Are you aware of what the casino representative wrote above, please?

Regards,

Romi

Hello,

The account connected to this phone number is my account. The bank card used for the deposit also belongs to me, and I only have one email address: niku_e@abv.bg.

All deposits I have ever made were made only through this single profile.

I still do not understand what you mean by a "second account," since all the information you provided belongs to my only account.

Is it possible that a second account was somehow created under the same email address due to a technical error or system issue? As far as I know, I have never created or used any other account on your platform.

Please clarify this situation in more detail.

Regards

Greetings,

It is possible to create one account via e-mail, another one - via phone number.

Unless you linked your phone number to the existent account ,which you didn't.

So basically there are two accounts.

Hope this clarifies

Regards

Dear Yep Casino,

I would appreciate it if you could clarify whether both accounts were utilized for gameplay.

Thank you for your assistance.

Best regards,

Romi

Hello Romi

Both accounts the depositing history, but the gameplay took place at only one account.

Regards

Hello everyone, my name is Matej and I will be taking this complaint over from my colleague Romi. I have familiarised myself with this issue, and will do my best to help the mediation process to move towards successful resolution.

Dear Yep Casino, could you please e-mail me (matej.l@casino.guru) screenshots of both of the accounts and their profile information, for a review? Anything shared is for internal investigation purposes only, and will not be shared or forwarded. Thank you for your cooperation.

Greetings,

The e-mail was just sent

Best regards

Thank oyu very much for the message, Yep Casino, I have sent my response just now.

Dear NikolayIvanov, once I hear back from the casino representative, I believe I will be able to share some updates regarding this issue.

Dear NikolayIvanov, I have received additional information from the casino, and can now update you on my findings.

While I can't share the details, as the evidence consists of sensitive data and internal system workings, I can confirm the usage of multiple accounts. This is based mainly on the credentials you have also confirmed in this thread that belong to yourself. This means the account block and voided balance is in accordance with the casino's T&C regarding multiple accounting and therefore this complaint will be rejected. Thank you for your understanding.