Yep Casino - Zatvaranje igračevog računa rezultira zadržavanjem 3.200 evra.

Title:

Casino Closed My Account and Withheld €3,200 Without Evidence

Complaint:

I registered and played on Yep Casino, depositing over €2,000 of my own money. I accumulated a balance of approximately €3,200 and submitted a withdrawal request.

Immediately after attempting to withdraw, my account was permanently closed. The casino claimed I violated their Terms and Conditions due to "multi-accounting" or "linked accounts."

However:

I have only ever used one account

I have not shared my account or used multiple accounts

The casino has provided NO evidence to support their claims

They repeatedly refer to general terms about "bonus abuse" and "linked accounts" but refuse to:

identify any linked account

provide IP/device/payment evidence

specify how I breached any rule

They have also stated that:

the decision is "final and non-reviewable"

my funds cannot be withdrawn

After further contact, they said the case will be reviewed within 60 days, which contradicts their earlier claim that the decision is final.

I believe this is an unfair confiscation of funds and a misuse of vague terms to avoid paying winnings.

I am requesting:

Full evidence of the alleged violation

Or immediate release of my €3,200 balance

I am willing to cooperate fully and provide any verification required.

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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Is there any chance that someone from your household or using the same IP address also created an account at this casino?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
• What types of games did you play? Were they slots, live casino games, or sports betting?

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

Hello Veronika,

Thank you for your response and for looking into my case.

To answer your questions:

- To my knowledge, no one in my household or using my internet connection has created or used another account on this casino. I have only ever used my own account.

- I have not used any VPN, proxy, or IP-masking software at any time while accessing the casino.

- I completed KYC verification just before attempting my withdrawal and provided the requested identification documents. These were accepted, and only after this process was my account blocked.

- I played slot games only. I did not engage in sports betting or live casino games.

I would also like to highlight that the casino has not provided any concrete evidence of the alleged "linked account" or multi-accounting. They have only made general statements without identifying how the accounts are connected.

Given that my identity was verified through KYC, I believe this further supports that I am a legitimate single user and that this may be an error or false positive.

I am fully willing to cooperate and provide any further documentation required. I respectfully request that the casino either provide clear evidence of the alleged violation or release my balance of €3,200.

Thank you again for your assistance.

Kind regards, 

Daniel O’S.

Hello Veronika,

Thank you for your continued assistance.

I have now received my account and transaction data from the casino. However, the casino still has not provided any actual evidence to support their claims of "multi-accounting" or "linked accounts."

They continue to repeat general terms about bonus abuse but have not:

- identified the alleged linked account in full 

- provided any IP, device, or payment data showing a connection 

- explained how I specifically violated any clause 

They are now redirecting me back to support instead of addressing the issue directly.

I would like to emphasize again:

- I completed KYC verification before attempting withdrawal 

- I used only one account 

- I played slot games only 

- I did not use any VPN 

At this point, I believe the casino is withholding my €3,200 without sufficient justification.

I kindly ask for your assistance in requesting concrete evidence from the casino or helping resolve this matter.

Kind regards, 

Daniel O’S.

Thank you for your detailed responses and for providing additional information regarding your case. To proceed with the investigation, please forward the communication between you and the casino regarding the closure of your account and their claims to veronika.f@casino.guru.

Additionally, could you please specify which bonus you activated and played with? Was it a deposit bonus or a no-deposit (free) bonus? Have you used only one bonus at this casino, or did you play with multiple bonuses? If possible, please also send a screenshot or a link.

Hello Veronika,

Thank you for your response.

I will forward all communication between myself and the casino to your email as requested.

Regarding bonuses:

I did use multiple deposit bonuses over time while playing on the platform. These were used normally as intended while playing slot games only.

My bonus usage was spread out over time and was not excessive or intended to exploit the system in any way. I did not create multiple accounts, share my account, or attempt to abuse any bonus offers.

All gameplay was conducted from my single account using my own funds.

I would also like to emphasize that:

- I completed KYC verification before attempting withdrawal 

- The casino has not provided any evidence of a linked account 

- My account was only blocked after requesting withdrawal 

I am happy to provide any additional information or screenshots if required.

Kind regards, 

Daniel O’S.

Dear Dos199111

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, Michal (michal.k@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,

Veronika

Thank you.

Hello Dos199111,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will reach out to the casino to gain further insight into this issue and to explore how I might be able to assist.

I would like to invite Yep Casino to join the conversation.

Dear Yep Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at michal.k@casino.guru for an independent review.

Thank you in advance.

Hello Michal,

Thank you for taking over my complaint and for reviewing the case.

I appreciate you reaching out to the casino for further clarification and requesting supporting evidence regarding the alleged breach of terms and conditions.

I would like to fully cooperate with the review process and I am happy to provide any additional information or documentation if required.

At this stage, I maintain that I did not intentionally violate any terms and I would appreciate the opportunity to review and respond to any evidence provided by the casino.

Thank you again for your assistance and I look forward to your update.

Kind regards, 

Daniel

Hello,

Thank you for your feedback.

After a detailed review, we can confirm that the account was permanently closed due to a breach of the casino’s Terms and Conditions related to bonus abuse and linked account activity.

During the investigation, activity was identified indicating the use of multiple accounts from the same device environment (PC), including the activation of promotional offers that are restricted to one player only under our rules.

In particular, clarification was requested regarding the account associated with the email address pamela*****4@gmail.com, as overlapping device usage between accounts was detected.

Please note that according to our Terms and Conditions:

"All bonuses are restricted to one individual player, IP address, computer device, family, residential address, telephone number, credit or debit card, electronic wallet, email, and shared computer networks. If the administration suspects that the Account Holder has engaged in bonus abuse, either individually or as part of a group, the administration reserves the right to revoke bonuses, void balances, block access to the service, and terminate the account."

Based on the results of the review, the account remains permanently closed and the balance has been voided in accordance with these rules.

Thank you for the update.

I would like to clearly state that I do not recognise or own the email account referenced, and to my knowledge nobody in my household uses that email address either.

I have never knowingly operated multiple accounts or intentionally breached the casino’s bonus terms.

I respectfully request that any evidence supporting the alleged connection between my account and the referenced account be independently reviewed, as I dispute the allegation.

kind regards,

Daniel

Dear Yep Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at michal.k@casino.guru for an independent review.

Thank you in advance,

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.

Greetings,

The player may continue using the service.

Regards

Dear Yep Casino,

Thank you for the update.

Dear Dos199111,

It appears that the matter has now been clarified and, according to the casino’s response, you may continue playing.

Please let me know whether I may consider this case resolved, or if you require any further assistance regarding this matter.

Dear Michal,

Thank you very much for your assistance and support throughout this process.

At this stage, the casino has reopened my account and allowed me to submit withdrawal requests via bank transfer, which are currently showing as pending/processing.

However, I have not yet received the funds in my bank account. I would also like to note that the original withdrawal requests were previously cancelled once already due to issues with the payment method, and I was asked to use an alternative withdrawal option.

Therefore, I would kindly ask that the complaint remain open until the withdrawals are fully completed and the money has been successfully received.

I truly appreciate all your help so far and will provide an update as soon as the funds arrive or if there are any further developments.

Kind regards, 

Daniel O*********

Dear Dos199111,

Thank you for your response. I understand your concerns.

I will keep the case open until the funds are successfully received, so the matter can be properly concluded. I trust the payment will be processed and credited to you shortly.

Dear Michal,

I would like to provide another update regarding the case.

The casino previously reopened my account and allowed me to submit withdrawal requests again.

The original Visa withdrawals were rejected, and support informed me this was due to the payment method being blocked. I was then instructed to use an alternative withdrawal method and completed additional verification for bank transfer withdrawals.

I subsequently submitted new withdrawal requests via bank transfer. These remained pending for some time, however they have now also been rejected.

Importantly, the balance is still visible in my account and has not been confiscated again. When I contacted support for clarification, I was informed that they are still waiting for a response from the relevant department and could not yet explain the reason for the rejection.

At this stage I am still attempting to receive the balance through the withdrawal methods instructed by the casino, but the matter remains unresolved as no successful payout has yet been completed.

Kind regards,

Daniel

Dear Yep Casino,

Could you please clarify the reasons for the rejection of the player’s withdrawal requests and provide an estimated timeframe within which the withdrawals are expected to be processed successfully?

Greetings,

To answer your question, please specify the disputed transaction ID.

Regards

Dear Yep Casino,

Thank you for your response.

One of the Visa withdrawal requests has now been marked as "success" in my account (€400), which indicates that the Visa payment method is capable of receiving withdrawals successfully.

The remaining withdrawal requests are still currently pending.

For clarity, the previously rejected transaction IDs included:

0514b89b-2784-45fb-…

bdd1e007-4315-48c4-…

However, as at least one Visa withdrawal has now been processed successfully, it appears the payment method itself is not fully blocked.

I would therefore kindly ask that the remaining pending withdrawal requests continue to be processed successfully as well.

Thank you again for your assistance.

Kind regards,

Daniel O*******

Dear Michal

Looks like everything is on track here 🙂

Regards

Dear Dos199111,

Thank you for your response.

I trust that the remaining payment will be processed and received through the usual withdrawal procedure.

I would appreciate it if you could confirm once all outstanding winnings have been credited to you, so that we may consider the matter fully resolved.

Hi Tomas,

I am pleased to confirm that I have now received all outstanding funds into my account.

I would like to thank you for your assistance throughout this process and for helping to bring the matter to a successful resolution.

I also appreciate the efforts of Casino Guru in facilitating communication and helping to resolve the issue.

As all funds have now been received, I am happy for the complaint to be considered resolved.

Kind regards,

Daniel

Dear Daniel

Please let us know if we may be of any other help

Regards

Dear Dos199111,

Thank you for the confirmation. I am glad that our involvement played an important role in resolving this matter.

I'll go ahead and mark the complaint as 'resolved' in our system. I would like to thank both parties for their cooperation.

If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru