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I deposited and played at YoyoSpins Casino using real money.

Previously, I had claimed a bonus (YO200), but this bonus was completely lost. Several days later, I made a new deposit without activating or receiving any bonus. At the time of play, there was no bonus active or locked on my account, and no wagering requirements were shown.

Using this real-money deposit, I won approximately €1,000 and requested a withdrawal.

The casino rejected my withdrawal, claiming that my betting activity was related to the previously lost bonus YO200 and allegedly violated bonus terms. However, the casino did not provide any concrete rule, clause, or specific bet that was violated.

Instead of paying my winnings, the casino confiscated the full amount and only returned my last deposit (€80) to my balance.

I strongly dispute this decision, as bonus terms cannot be applied retroactively when no bonus is active. I have evidence showing that no bonus was active or locked at the time the winnings were generated.

I am requesting that YoyoSpins pays out my legitimate winnings of €1,000, which were earned with real money and without any active bonus.

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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.

• Could you please send me a screenshot of your bonus history?
• What was the balance in your account at the time you made your winning deposit?
• What types of games did you play with your real-money deposit to accumulate the 1000€ winnings?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello,

Attached is a screenshot of my bonus history. I played the game Charming Lady Boom with stakes of €2 and €5 and won the majority of my €2 stakes.

My account balance was €0 when I made the deposit, as far as I can remember. Otherwise, I wouldn't have deposited anything without first removing the bonus.

Thank you so much for your help!

Hallo,

anbei der Screenshot meiner Bonushistorie. Ich habe mit dem Spiel Charming Lady Boom auf 2€ und 5€ Einsatz gespielt und den Großteil auf 2€ gewonnen.

mein Kontostand war bei der Einzahlung soweit ich mich erinnern kann bei 0€. Sonst hätte ich nichts eingezahlt ohne den Bonus vorher zu entfernen.

vielen Dank für die Hilfe!

Dear Dersiimoo

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, Peter (peter.c@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

Hello there,

Thank you Dersiimoo for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask YoyoSpins Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

Thank you so much for your help! I hope for a quick resolution, as I desperately need the money…

Vielen Dank für die Hilfe! Ich hoffe auf baldige Lösung, da ich sehr auf das Geld angewiesen bin…

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.

Dear Dersiimoo,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website (validator link). The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter