Yukon Gold Casino - Dobici igrača se odlažu u Iukon Gold kazinu.

cecilia63

Visitor

1 minute ago

hi there.. i would like to file a complaint.. against yukon gold casino.. as they wont pay me my winnings.. i never had a problem before as it seems this is new.. i redeemed loyalty points which was 114.. so was winning.. tried to cash out at 300.. and than this issue came up.. i talked with their chat and they said.. (1st chat) said i had to play up to 3000 dollars than i can withdraw.. i said well ... it and played with the rest which brought me up to this amount..830.55 and the bonus balance went down to 84 dollars?? i am very confused.. plse help.. me get my winnings..thx ps.. i need it deposited into my son,s account.. which is on the withdrawl email..

Edited by author 

1 minute ago

Dear cecilia63,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Is it possible that there is a maximum cashout for winnings from the loyalty points?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

yes i have made all succesfull with drawls.. takes about 3 days to receive them.. but its good that way.. i,ve had no problems with them for anything.. just this time.. and not understanding of why.. right.. i dont think there is a maximum cash out for the loyalty points as u can see in that 1 pic.. where it says.. loyalty points needed.. to redeem.. i will message them again .. and get the pics of the convo for you.. today.. thx ..

hi i just sent the copy of the chat tonite with yukon gold.. its coming from my hotmail account as i added the complaint id with it.. so that is still me ok.. sorry about that as i 4got to switch over when i was transfering the pics..

Dear cecilia63, wagering requirements are rules set by casinos that tell you how much you need to bet before you can withdraw bonus money or winnings.

You earned loyalty points at Yukon Gold Casino and when you redeemed them, you started winning money. However, to withdraw those winnings, you need to meet wagering requirements. This means you have to play a certain amount of money before you can take out your winnings.

Have you been able to meet the wagering requirements mentioned by the live chat?

ok.. they never ever stated anywhere that i need to wager a certain amount to REDEEM or before i REDEEM my loyalty points of the 114 to play with( UNTILL ITS MENTIONED IN THE CHATS I SENT).. the 114. it was there.. so i played dif games on it (114) as i,ve played with my REDEEM points before and this has never been a issue till now when i. won money and than this happened.. the complaint issue at hand..!! i never play the bonus.. for this exact reason.. i,m sending the 1st set of chat with them to ur email.. quoting dif amount , so i feel something fishy is going on.. with the 2 dif quotes..talk soon.. PS.. on that 1st pic i sent.. thats all they show on their end.. no mention that u need to wager a certain amount requirement

Dear cecilia63, can you specify exactly which loyalty points you redeemed and where you found the loyalty points?

How did you learn about the loyalty points and their redemption process?

Were there any specific terms and conditions associated with redeeming those loyalty points?

sent resply to ur email

hi again apologies for the few emails.. as its the last 1 with the note and pics is the important 1 to read.. sorry about that

Dear cecilia63, could you please share your bonus history from your account? This information will help us understand the situation more clearly.

hi.. sent message and proof pics to ur email.. talk soon

Thank you very much, cecilia63, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

thank you dominika.. i hope this can get resolved and i can withdraw my winnings.. without any more hassles..from Yukon Gold Casino..

emailed you

well wats going on.. with my complaint? as the timer is up? and its been over a month since the complaint was opened.. ..

Hello, cecilia63,

I am sorry to hear about your trouble and apologize for the delay. However, in the meantime, I got in contact with the casino representative outside the thread and gathered some information and details regarding your issue.

It looks like you redeemed loyalty points, however, they are considered a bonus, which is subject to the Bonus Terms and Conditions.

Were you aware of the fact that you redeemed a bonus (loyalty points), and did you read the casino's Terms and Conditions, Bonus Terms and Conditions, and any specific bonus rules (if there were any) for the bonus in question? If so, did you understand them completely, and is it clear to you why you will likely have to continue playing and meet the bonus wagering requirements to be able to withdraw your winnings?

Simply, if you still have active bonus money in your account for which you did not meet the wagering requirements, it is not possible to request a withdrawal. Unfortunately, you played games with minimal contribution to the wagering requirements. Wagering requirements are counted from bets, according to the wagering contribution % depending on a particular game, as you were informed by the casino's live chat representative.

Anyway, since I noticed some unclear information in the communication between you and the casino Live Chat, I would like to also invite the casino representative to the directly to thread, and ask for an explanation and further details.

Dear Yukon Gold Casino,

Could you please explain the player's situation in more detail?

Where can we find more details about the loyalty points and all the related conditions/requirements?

What needs to be done on the player's side so she can withdraw her winnings? Usually, online casinos allow players to request a withdrawal before meeting the bonus wagering requirements. Is this possible in Yukon Gold Casino, please? If so, under which conditions, and what are the consequences?

If it is not possible, can you provide us with more information about a play with an active bonus and the reasons why it is not possible?

Thank you.

email sent..as not letting me send the pic..no i was not aware that the 114 that was givin was related to bonus terms and conditions.. as it never happened before.. and i had no problems before withdrawing winnings from redeemed points only this time.. and 1 time i was quoted 900 and the next time it was the 3000.. which is now 2714 not understanding that at all..? so which brings me to this.. can the casino give u dif quotes. before withdrawing ur winngs? and as u can see in the pic.. it states.. not bonus.. but points givin.. and why cant i withdraw my winnings.. like before.. never had any problem withdrawing winnings off of redeemed point givin.. just this time.. which is why i,m here..

Hi there

 

As discussed with Branislav, all bonuses added to the casino

account after the first 2 deposits are subject to 30X wagering requirements.

During said 30X WR, the balance cannot be withdrawn until the full wagering

requirements have been met. Certain games contribute differently to the

wagering requirements due to their house edge.

 

The player played some of their funds on Live Auto Roulette

which counts only 10% towards wagering requirements, meaning they would need to

wager the funds 300X on this game to count towards the 30X WR.

 

It seems the player does not understand what wagering is,

despite it being explained a number of times by casino support. For clarity, wagering

is the accumulation of bets. For example, 5 bets of $5 would equal $25

wagering, regardless of the outcome of the bets.

 

WR on a bonus of $114 = $3420

Here is a list of the wagering currently done using this bonus:

Slots: $1,094.80

Live Auto Roulette: $260 (at 10% contribution, this is

equivalent to $26)

Total: $1,120.80 ($200 of this is contributing to the next $10

waiting to be converted – explanation below).

 

For every $10 of the bonus that has satisfied wagering requirements ($300 wagering on 100% contribution games), it will be transferred to the cash balance until the entire bonus balance has been converted to cash.

 

Currently the player has $200 contributing to the next $10 to be moved from bonus to cash balance and the total remaining wagering required to clear the $84 bonus balance is $2,520.

 

If the player continues playing games that contribute less than 100% of the WR, this figure will be higher. For example, by playing live roulette, the WR will be $25,200 since this game contributes 10% of the wagering requirements.

 

Please find the relevant terms below:

https://yukongold.casino/en/terms/

12. Bonus and Cash Account - Terms and Conditions

ii. A Player's bonus account cannot be cashed in, but can be used to place wagers.

iii. The cash component of the balance may be withdrawn at any time for your first and second deposit, however this will result in any remaining bonus funds in the bonus balance being forfeited. This includes any bonuses yet to be credited or redeemed that are associated with any withdrawn deposits.

iv. The first deposit bonus and second deposit bonus are subject to 200 times play-through before your bonus balance is converted to cash. Once bonus funds have been converted to cash, these funds may be withdrawn.

v. Subsequent bonus amounts credited to a player's bonus balance (from the third deposit) will be subject to 30 times play-through before they may be cashed in.

viii. The wagering requirements (for withdrawal purposes) will start being counted from the time all bonus monies are added to the Casino account.

xii. Different games played may contribute a different percentage of the play-through (up to 100%) towards the required play-through. For example:

If a Player receives a $100 bonus, they will have to wager approximately $20,000 based on a game with 100% wagering contribution (e.g. Slots and Parlor Games) before attempting a withdrawal. Similarly, they will have to wager $40,000 based on a game with a 50% wagering contribution (e.g. Table Poker, Casino War, Sic Bo) and so on.

xiii. The contributing percentages are as follows:

Slots and Parlor Games count 100% towards wagering requirements Table Poker, Casino War and Sic Bo count 50% towards wagering requirements

All Blackjacks except Classic Blackjack, Craps and Baccarat count 10% towards wagering requirements

All Video Pokers except All Aces Video Poker, Caribbean Draw Poker, Texas Hold'em Bonus Poker Gold, Triple Action Hold'em Bonus Poker Gold, Classic Blackjack and all Roulettes count 2% towards wagering requirements

All Aces Video Poker does not count towards wagering and no loyalty points will be earned when playing.

xv. Live Casino games:

Live Baccarat, Top-Card and all Live Blackjack games count 10% towards the wagering requirements

Deal or No Deal Live and Lightning Dice count 100% towards the wagering requirements

Super Sic Bo, Live Auto Roulette, Live French and American roulette, Live Caribbean Stud Poker, Live Casino Hold’em, Live Three Card Poker, Live Dream Catcher wheel, 2 Hand Casino Holdem and Side Bet City count 2% towards wagering requirements  

It is assumed the player has read the terms and conditions when they tick the box during registration stating they have read, understand and agree to the terms and conditions. The terms and conditions are available at any time on our website as well as inside their casino lobby.

 

To conclude, the player is yet to satisfy the 30X wagering requirements in order to convert the entire bonus they redeemed into cash, therefore they will not be able to make a withdrawal until they have satisfied the remaining wagering requirements.

 

hi yukon gold.. . . so my q is.. why is this happening now?. as i,ve played with the redemed points before and won some monies.. and never had a problem withdrawing them.. and to my understanding.. so i would need to make 3 .. 30$ bet on fire gnombs to clear the 84 remaining wagering balance??... as this is new to me(wagering requirements) . as i,ve never had this problem before..

Hi again

You may not have noticed before because you satisfied the wagering requirements before trying to withdraw.

Wagering requirements are on every single bonus you ever claim. This is not just at our casino brands, but at every casino on the internet.

Please see my previous message for what wagering is - the combination of bets. The total wagering left to complete the requirements is $2,520

In order to satisfy this requirement on the game you mentioned (slot game), you would need to make bets that sum $2,520 regardless of the outcome of the bets.

For example, 100 bets of $25.20 would satisfy the requirement.

1000 bets of $2.52 would satisfy the requirement.

You can divide $2,520 by the bet amount and this will tell you how many spins of that bet will be required on the slot game to satisfy the wagering requirements.

Please note that as you are playing with a bonus, the terms regarding max bet with a bonus apply.

As I've explained wagering multiple times now, I assume this is satisfactory. There is no further information I can add here to make the situation clearer.

Cheers

branislav.. emailed u.. as it seems the total amounts went up..

Hi again

I can see the total amounts went up because you have claimed another $100 bonus before completing wagering requirements on the current bonus and without making a deposit.

https://yukongold.casino/en/terms/

12. Bonus and Cash Account - Terms and Conditions

xi. Wagering requirements will be carried over from a bonus should a subsequent bonus be redeemed prior to making a deposit.

I would suggest to READ the bonus terms and conditions before you continue playing as it seems that this confusion results from not reading the terms you agreed to when you signed up.

i was not playing at all..for the past 3 weeks.. as i was trying to burn off that 84.. but brought it up to the 829 dollar mark again instead of the the 830.. and just left it alone untill casino guru. could get back to me..that was the last time i played. also i never play the bonus.. for this exact reason..and shouldnt the amounts be going down instead of up??

There is a note on your account since I posted yesterday saying you accepted a $100 retention bonus after someone phoned you. So yes, there has been activity on your account. This is why the wagering requirements have gone up.

You can contact live chat and ask them to remove the $100 bonus since you have not made any bets since it was added. However once they remove that $100 you will still be required to complete the wagering on the previous bonus we have discussed above.

Again, please read the terms.

why would you people be calling me in the first place? secondly.. wat number did u call?? is it on my yukon gold account?

If you don't want this bonus, please contact live chat to remove it.

I'm not going to keep posting here. Your complaint is regarding the wagering requirements. This has now been resolved.

Cheers

hi Branislav.. gonna be sending a email.. of my cell number records.. and as far as i,m concerned and hopefully my case is not closed.. alot of q,s not answered.. still.. like why i was givin 2 dif amounts of wagering.?. why bring this up.. when it has never happened before?.. why was there money added to my account with out my acknowledge.?.. why would they be calling me about it? and theres no note on my account because there is no inbox for messages.. for players.. and with that can u get a copy of the message?/and chat that i was told just now i had with them? and supposidly accepted that extra 100 bonus.. plse and thx.. cuz I never play with the bonuses.. for this exact reason.. of why i am here.. todays date.. april 16th 2025 thx

I've given you the answers to all of these questions already in my messages above. I cannot be clearer than I have already been. I feel that you are not reading my messages and just writing for the sake of writing something now.

I was referring to an internal note on your account.

As I already mentioned twice, if you do not want the bonus that you accepted, go on live chat and ask for it to be removed before playing further on the account.

I am going to email our promotions department right now and tell them to not add any bonuses to your accounts ever unless you specifically go on chat or email and request them again. It's very clear you do not understand how wagering requirements work, and you have not read the terms and conditions despite being referred back to them multiple times. I see this as the only way to prevent these issues moving forward.

hi Branislav.. email sent.. and .. i never accepted a bonus.. i never do.. for this exact reason!! i havnt played for 3 wks.. so i dont know wat this retension bonus is.. .. i sent a email to u for the call records showing that no one called me from yukon gold.. so i dont know wats going on.. as now i feel i,m being accused of things i didnt do.. and being disrespected from yukon gold representative.. i,m not going to live chat.. as i feel that .. the retension bonus thing.. just appeared.. so it can just disappear..or plse advise.. thx

The $100 bonus has been removed and a note has been put on your account to not credit any bonuses without your permission.

Your account should be back to the original $84 left to complete WR.

Unless there is new information here, this will be my last post.

Cheers

Greetings all,

I am sorry for the delay.

Dear cecilia63,

Thank you for your emails and screenshots. However, I am not sure what you wanted to tell me with them. Your screenshots rather confirm the casino representative's claims and explanations above.

Unfortunately, it does not matter what you feel or what you think. As I mentioned in my previous post, you redeemed loyalty points, which are considered bonus funds. Therefore, they are subject to Bonus Terms and Conditions, which you have to follow. You accepted them upon registration.

If you did not know about it, it was necessary to read the Terms and Conditions before accepting them or before loyalty points redemption, or to ask the casino's customer support for more information. It is common and industry standard that loyalty points or anything you receive from online casinos for free is considered a bonus, or that it is subject to some additional rules. Logically, no one would give you something for free just so you can simply withdraw it.

There are only 2 options why (you think) this did not happen before, even if you already redeemed loyalty points and played with them or withdrew winnings from them. You either (apparently unknowingly) met the wagering requirements and conditions, and so the funds were converted/moved to your real money balance, and you could have withdrawn them, or you lost them completely, so only the real money balance was left in your account, and you were able to withdraw it.

You somehow accepted another bonus during a phone call from someone from the casino. Therefore, your bonus balance was increased. Since you did not use anything from these funds, the casino representative helped us with that and managed to remove these funds from your account, restoring your account/balances to the state before you accepted another bonus, and ensured that it will not happened again without your permission in the future (no bonus should be activated on your account unless you ask the casino for it or redeem it in your account yourself). BUT, loyalty points are considered a bonus and are subject to wagering requirements, according to the bonus rules. So, since you started playing with the loyalty points (bonus money), you have to continue playing and try to meet the wagering requirements (30x the bonus amount) -> the rest of the amount 30x $114, currently 30x $84 = $2,520.

It means that you have to make bets in the amount of $2,520 together, while you have to comply with the maximum bet amount limit while playing with bonus funds, which (if I checked and understood the casino's Terms and Conditions correctly) should be $27. This means you can make bets at a maximum of $27/bet, or anything less than that, and make them until bonus funds are lost or you meet the wagering requirements. In addition, please note that not all games contribute toward the wagering requirements in the same way - check it in the casino's Terms and Conditions. The lower % contribution toward the wagering requirement, the more bets you will have to make to meet them.

However, if I understand the situation and the casino's settings correctly, it means that now your bets should be deducted from your bonus balance. So, it should mean your real money balance should not be impacted while you play with the bonus balance. So, if you continue playing, you can either lose your bonus funds and then you will be finally able to withdraw your real money balance without issues or you can meet the wagering requirements, and some of the bonus funds will be moved to your real money/withdrawable balance, and you will be able to withdraw them all (with your real money balance). HOWEVER, you need to have a bonus balance of $0 to be able to withdraw your real money balance.

You can regularly check the status of your real money and bonus balance in your account, exactly at the place from which you took the photos you shared with me via email. Once the bonus balance is lost, you will be able to withdraw your real money balance.

I sincerely hope my explanation is completely clear to you now, and you already understand what is going on here, because at this point, I think that there is really nothing more to say regarding your issue, which is basically still only the fact that you did not read the casino's Terms and Conditions although you accepted them upon the registration, and did not ask the casino about it. If you did not know something, it is not the casino's problem.

Now, let's ask the casino representative to confirm a few details, and then just please wait for my next post and instructions.

Dear Yukon Gold Casino Team,

Thank you very much for your patience and willingness to help us in resolving the matter, regardless of all that happened and the user's level of experience with bonuses in online casinos. I have only a few questions to be sure about my understanding, the next actions on the player's side, so I can inform her about further proceeding with the correct information.

Can you confirm the things I tried to explain to the complainant above, especially the following:

• The maximum bet amount is calculated from the original bonus amount received, so from the initial $114 she received; so, the maximum bet amount while playing with a bonus should not be more than $27, if she wants to meet the wagering requirements for the bonus
• If she continues playing now, she will play only with the bonus funds, while her real money balance will be untouched, and it may only be increased if she meets the wagering requirements for bonus money and they are moved to her real money balance
• If she makes a bet of more than the allowed maximum bet amount with an active bonus, let's say a bet of the whole bonus amount ($84), will it automatically make the bonus rules breached and the bonus and/or possible winnings invalid? If so, will she be able to withdraw her entire real money balance? If there (in the real money balance) are already some winnings from the successfully wagered bonus funds, is it considered real money balance, or would these winnings be deducted from the real money balance if she breaches the bonus rules? If there are such winnings in the real money balance, and they should be deducted, how much is it?

Thank you.

Hey Branislav

Thanks for such a detailed response.

You are correct - the maximum bet amount is calculated from the initial bonus received:

"Placing single bets equal to or in excess of 25% or more of the value of the bonus credited to the account prior to the play-through requirement for that bonus having been met; a single bet in Roulette counts as the total of all chips placed on the table when the wheel is spun."

For all bonuses after the first 2 deposit bonuses, funds are used from the cash balance first then from the bonus balance once there is no longer a cash balance, however for every $10 of WR completed, the bonus funds move to the cash funds. Once the bonus balance is $0, the player can withdraw the cash balance:

"For any wagers made after the third deposit, the wager is deducted from the Player's cash account. If there is no cash available, then the wager is deducted from the bonus account. This effectively means that funds in the Player's bonus account are only played if there is no cash balance."

If the player places any bet that violates the Terms & Conditions, such as exceeding the maximum bet limit with a bonus amount as outlined in the T&Cs, any withdrawal attempts made from that play will be fully forfeited. She will be unable to make any withdrawals if the terms are breached as her entire balance will be confiscated:

"Yukon Gold Casino reserves the right to withhold any withdrawals and/or confiscate all winnings for irregular play. 'Irregular play' includes but is not limited to any one or more of the following types of play:

Placing single bets equal to or in excess of 25% or more of the value of the bonus credited to the account prior to the play-through requirement for that bonus having been met; a single bet in Roulette counts as the total of all chips placed on the table when the wheel is spun."

I hope that answers any outstanding questions and we can now put this complaint to rest.

Cheers

hi branislav.. emailed. u

hi branislav.. i,m just gonna try and play it off.. but if i have any more problems with yukon gold i will be back.. thank you for ur help.. so u can close the case for now.. update noon today.. i got to play it down to zero and won some money on top of that.. ( without a bonus).. so hopefully i wont have anymore problems withdrawing this win.. if i do i will be back.. in the meantime thx again.

Thank you both for your replies and additional information.

After the complainant's last posts, I would like to ask her for updates.

Dear cecilia63,

Thank you for your email and screenshots.

I did not want to close the case without knowing some clear results, so I was waiting a bit longer to provide you with some time to become familiar with playing with an active bonus and meeting the bonus wagering requirements (despite I asked you to wait until everything is cleared up and I would provide you with instructions on how to proceed), and I was interested in how it would ultimately end up.

Can you please provide us with an update? Do I understand correctly that you managed to meet the wagering requirements, and you even increased your real money balance?

Do I understand correctly that you were able to convert all the bonus funds into real money/withdrawable balance, so only the real money balance was left in your account? If so, can you update us regarding your real money balance (how much you have/had), and if you were able to successfully withdraw your winnings?

Alternatively, can I consider the matter successfully resolved and close the case accordingly, or is there anything else we can help you with?

Thank you.

hi.. i sent a new email to u as a new issue came up.. with yukon gold..

Greetings,

Thank you for your emails and screenshots, cecilia63.

Although I am very glad the main problem has been successfully resolved, and you were able to withdraw your winnings, unfortunately, I am not sure if I understand your emails correctly at all, because it is not completely clear what happened, what the issue is now, and what you expect from us as help.

Can you please explain the current issue in more detail and clarify how we could help you?

Thank you.

hi its all good for now.. but theres another 25$ available to redeem again.. but not gonna touch it as for the current situation.. as didnt the fellow state that theres not gonna be any bonuses added unless i ask for them? as these redeem dollar amounts just keep showing up... emailed the pic.. i dont know if theres much that can be done about it. and if not.. thats ok.. and with that if u consider my complaint closed thats ok also as the issue has been resolved.. and i thank you for all ur help..

No further bonuses have been redeemed to your casino account.

If you redeem loyalty points from your Casino Rewards account, it will be credited as a bonus and you will be subject to wagering requirements.

Greetings all,

Thank you, cecilia63, for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As for the situation around bonuses - as was mentioned earlier, you should not be offered any bonuses unless you ask for them or redeem them in your account yourself. So, since loyalty points are accumulated automatically based on your play/activity, they are available to claim in your account. If you do not wish to play with a bonus (bonus rules apply), I strongly recommend you do not use anything that you receive from the casino for free. It is very likely it will be considered a bonus.

If you are unsure about anything, you can ask the casino's customer support for further details and clarification.

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.

Thank you very much, Yukon Gold Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru