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Hello .

I won yoyocasino with a bonus of 2500 €. Of this, I was paid 4 times € 500. After these withdrawals, the withdrawal of € 500 was canceled twice and I had no access to my account.

After long chatting back and forth with an employee, it turned out that they closed my account in this casino and they redirected me to the subsidiary casino m.Cadoola.com without my knowledge and thus created a new account for me.

Now I have tried to withdraw the remaining € 500 but everything is canceled again.

I also threatened them with the police, but there was no reaction.

At my request, I wanted to speak to the casino manager, but he was also unavailable at the moment.

The employee recommended that I try the transfer again, which was not possible after trying 10 times.

I am beginning to believe that this is a scam and politely ask you to investigate.!

With best regards

Michael G ***

Hallo .

ich habe yoyocasino mit einen Bonus 2500€ gewonnen. Davon wurden mir 4mal 500€ ausgezahlt . Nach diesen Auszahlungen wurde mir die Auszahlung in Höhe von 500€ 2 mal storniert und ich hatte keinen Zugriff auf meinen Account.

Nach langen hin und her chatten mit einem Mitarbeiter hat sich dann herausgestellt dass sie meinen Account in diesem Casino geschlossen haben und sie mich ohne meines Wissens auf das Tochtercasino m.Cadoola.com umgeleitet haben und somit einen neuen Account für mich erstellt haben.

Nun habe ich versucht die restlichen 500€ auszahlen zu lassen aber auch da wird alles wieder storniert.

Auch habe ich denen schon mit der Polizei gedroht, aber es kam keine Reaktion.

Auf mein Verlangen wollte ich mit dem Casinomanager sprechen jedoch war auch dieser gerade nicht erreichbar.

Die Mitarbeiterin hat mir empfohlen die Überweisung erneut zu versuchen was jedoch nach 10maligen Versuch nicht möglich war.

Ich glaube langsam dass es sich hier um Betrug handelt und bitte Sie höflich der Sache nachzugehen.!

Mit freundlichen Grüßen

Michael G***

Dear Michael,

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 received confirmation regarding successful account verification? Could you please advise which exact bonus you have activated and played? I would like to check the promotional terms and conditions.

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Additional comments from the player:

"Hello.

Many thanks for the quick processing.

At that time I deposited € 150 and I was given a bonus of € 150 from the casino, which I wagered 35-40 times or I wagered € 10,000 and was then able to dispose of my total winnings. Since I was at the beginning level, I could only arrange for a payout of € 500 every 24 hours. I won a total of € 2500, € 2000 was paid out to me without any problems and with the last € 500 there are now these withdrawal problems although it always worked before. YOYO casino upgraded on Friday and directed me to the subsidiary Cadoola.com without my knowledge and created a new account for me. After multiple inquiries, you told me that all German players would be switched to this casino.

The remaining € 500 was transferred from YoYo casino to this casino. Yesterday evening I made another payment, the amount is currently pending.

I hope that you can help me here quickly.

With best regards

Michael G ***

Yours"

Additional comments from the player:

"Hallo.

Vielen Dank für die schnelle Bearbeitung.

Ich habe damals 150€ eingezahlt und mir wurde ein Bonus in Höhe von 150€ von dem Casino zur Verfügung gestellt welchen ich 35-40 mal umgesetzt habe bzw. habe ich 10000€ umgesetzt und konnte danach über meinen Gesamtewinn verfügen. Da ich in der Anfangsstufe war konnte ich alle 24 Stunden nur 500€ zur Auszahlung veranlassen. Ich habe insgesamt 2500€ gewonnen, 2000€ wurden mir problemlos ausgezahlt und bei den letzten 500€ gibt es nun diese Auszahlungsprobleme obwohl es vorher immer geklappt hat. YOYO casino hat am Freitag ein Upgrade gemacht und hat mich ohne meines Wissens zu dem Tochtercasino Cadoola.com geleitet und für mich einen neuen Account angelegt. Nach mehrerfachen Nachfragen haben Sie mir gesagt das alle deutschen Spieler auf dieses Casino umgeswitcht werden.

Die restlichen 500€ wurden von YoYo casino zu diesem Casino umgebucht. Gestern Abend habe ich nun wieder eine Auszahlung veranlasst, momentan ist der Betrag im Status pending.

Ich hoffe dass Sie mir hier schnell weiterhelfen können.

Mit freundlichen Grüßen

Michael G***

Mit freundlichen"

Thank you very much, Michael, for your reply. Do I understand correctly that all the accounts of German players, including yours, will be redirected to sister casino Cadoola.com? Is there any relevant communication that you could forward to petronela.k@casino.guru?

Additional comments from the player:

"Hello .

Yes, all accounts of German players were simply forwarded to the sister casino Cadoola.com, so this was confirmed to me by an employee of YoYo Casino. "

Additional comments from the player:

"Hallo .

Ja alle Konten deutscher Spieler wurden einfach an das Schwestercasino Cadoola.com weitergeleitet, so wurde mir das von einem Mitarbeiter von YoYo Casino bestätigt."

Are you able to access your newly created account at Cadoola.com? Is your remaining withdrawal visible there and marked as "pending"? Thank you very much.

Thank you very much, Michael, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Michael,

I’m sorry to hear about your negative experience. I’ll contact the casino and see if I can help.

I would like to invite YoYoCasino to join this conversation and participate in the resolution of this complaint.

Dear Player,

Thank you for reaching out, we highly appreciate the feedback from our players and we will do our best to improve our service further.

We are deeply sorry for any inconveniences. We confirm that your payment has been processed today and you should receive it to your account soon. We are grateful for your patience and cooperation.

Please feel free to contact us in case you have any further questions.

Sincerely,

YoYo Casino

Thank you, YoYo Casino, for your reply.

Dear Michael,

I’d like to kindly ask you to let us know once you have received the payment. I’m setting the timer for 7 days. If you have trouble replying in the complaint thread, feel free to contact me via e-mail (andrej.p@casino.guru).

Additional comments from Michael:

" Hello Andrej,

Thank you for taking care of it so quickly.

Could you tell me how the casino felt about that?

The money has not yet arrived, but I will let you know as soon as it has been transferred.

Best wishes

MG *** "

Additional comments from Michael:

"Hallo Andrej,

Vielen Dank dass Sie sich so schnell gekümmert haben.

Könnten Sie mir sagen wie sich das Casino dazu geäußert hat?

Geld ist bisher noch nicht da aber ich sage Ihnen Bescheid so bald es überwiesen ist.

Viele Grüße

M.G*** "

Dear Michael,

Kindly note that we were only informed that your payment had been processed. As for now, we don’t have any additional information.

Additional comments from Michael:

" Hello.

I just wanted to let you know that the casino has paid out my winnings.

Thank you for taking care of it.

Best wishes

MG *** "

Additional comments from Michael:

"Hallo. 

Ich wollte nur Bescheid geben dass das Casino meinen Gewinn ausgezahlt hat. 

Vielen Dank dass Sie sich darum gekümmert.  

Viele Grüße 

M.G***"

Dear Michael,

Thank you for the update and for using the Casino Guru complaint resolution center. I’m very glad that you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Please 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.

Best regards,

Andrej, Casino.guru