Yukon Gold Casino - プレイヤーのアカウントがブロックされました。

So I play on casino rewards casinos and they have closed 2 of my account one on grand mondial and one on yukongold casino and I only had one of each but I made them with 2 diffrent emails and there is nothing that says you can't do that as far as iv seen iv emailed risk management and they have not responded to why my account was closed it was closed right after making a 1500$ withdrawal after completing a wager from bonus cash points. So any idea to why they would have done this because they do state you can have an account with each casino they own but nothing says you can't use a different email on each. I think there going to try and claim multiple accounts but I only have one yukongold and one grand mondial so why call out multiple accounts. The casino I withdrew from was yukon gold

Dear cameronc09912345,

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. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?

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

Over a year maybe 2 they never asked for verification. iv cashed out many times. I have verification if they want. I was playing slots until wager finished then played higher bets and live Games. It was a bonus 15$ 200× wager completed.

Thank you, cameronc09912345, for your reply. Could you please specify if it was a free bonus, or if you had to deposit funds into your account to activate it?

Free bonus after filing a complaint with ecorga they sent me my money my account is still locked without reason

Could you please confirm that all your winnings have been paid and the only issue is that your account remains blocked?

I can confirm that yes

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Thank you, cameronc09912345, for the clarification. I want to inform you that we cannot make a case solely based on what you are describing. Please understand, that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. 

If no funds are being held, I’m afraid, there’s not much we can do for you.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

No I think I just clearly won to much money from them and they are shady so if anyone has followed this or can see this complaint I urge them not to play here because they will lock all your accounts if you win to much or play with strategy.

I wish I could be of more help, unfortunately, we can't force the casino to reopen your blocked account.

I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding. 

We’ve reopened this complaint as per the casino's request as they wish to clarify the situation from their point of view.

Thank you Petronela.

The above correspondence does not paint the entire picture, so I would like to post the facts for future players.

The player has multiple accounts at many of our casinos, not just Yukon Gold.

The player has 2 accounts at both Yukon Gold and 2 at Grand Mondial (sign up bonus was claimed at both), as well as multiple accounts at 4 other of our casinos, of which sign up bonus was claimed multiple times.

Regarding the player's ecogra complaint:

We paid the player on 5th September.

The ecogra complaint was received on the 6th of September.

Ecogra replied to the player as such, that since their funds were already processed, the complaint is closed as settled by the operator and that the player's accounts will remain closed in line with the quoted terms of service:

§13.i All promotions can only be claimed once per device, person, household, family, physical address, email address, financial account, IP address or shared network environment such as a library, workplace, university or school. Any winnings associated with a bonus being claimed more than once will be confiscated and the casino account closed.

We were not made to pay out this player as suggested as we had already paid the player before the dispute was received. Further, we did this in good faith.

Thanks for allowing me to post Petronela.

Cheers

For the abovementioned reasons, I will now reject the player's complaint as unjustified. Thank you for your understanding.