Yako— player complaints: 6 in English

They won’t pay me. They said I have used to Skrill accounts… witch I have not done… I am a former bio customer at Skrill and have a verified account. Please fix this. Not the first time a made a complain about Malta casino. Last time it helped, and I got my money.

Hi, I had a reply from yourselves but I cannot find it and I can’t remember why you said you couldn’t help with my issue, I’m at a bit of a loss and don’t know where to go with this issue, I have not had any joy from casino and they have since returned my balance, I’m not happy with the result and I don’t know how I’m supposed to make a complaint to the gambling license, I strongly believe that an independent judicator would clearly see that the casino has made massive errors and are claiming that there’s an error in my last name yet every other single part of my registration is the same as the self excluded information from there sister site, they actually blocked me mid game so they did eventually figure out I was self excluded but not after I had deposited £3000.....I can’t see how they are allowed to act like this when they have actually been fined for this same reason in the past. I thought this was the place to help with these things and if it’s not then do you know what my next step should be.

Self excluded from sister site with email proof from 2019, blocked midway through game at £400 left, asked why they said self excluded so they will return balance, I said if I’d of won my winnings would be void so my losses should also be void, my details are the same everytime I try to register anywhere from password user name address and email, they claim there was a spelling mistake that didn’t make it flag up but wouldn’t tell me where, I asked for a supervisor to sort it.....they also wouldn’t answer if my winnings would be void if I had won.

Hello The Pogg Team I did self exclusion forever on Yati Casino ( L

Hello, I have an issue with Yako Casino, which is owned by L&L Europe Ltd. On 13.02.2020 I requested a permanent closure of my account with Hyper Casino (also owned by L&L Europe) as well as a permanent exclusion from all other L&L Europe Casinos. I requested this via email to Hyper Casino stating: “Please close my account with Hyper Casino permanently as well as exclude me permanently from all partner Casinos”. Hyper Casino read and acknowledged my email, because they answered it. Even twice. In march 2020 however, many weeks after I requested the exclusion from all L&L Europe Casinos, I was unfortunately able to open an account with the above mentioned Yako Casino. Yako Casino, as you know, is also owned by L&L Europe and therefore a partner Casino of Hyper Casino. If Hyper Casino would have applied my request of self exclusion from all L&L Europe Casinos, I should not have even been able to open an account with Hyper Casino. Unfortunately however I was able to open an account, so I depposited some money and played for a while. In the end I lost 1.658,00 €. In my opinion, if Hyper Casino in the first place would have carried out my request of self exclusion from all L&L Europe Ltd. Casinos, I would have NOT been able to open an account with Yako Casino and therefore would have NOT been able to play and loose the amount of 1.658,00€. Therefore, Yako Casino (or L&L Europe Ltd.) has to pay the amount of 1.658,00€ back to me. I think it is also also an MGA Regulation Licence requirement that if a player requests a self exclusion from all Casinos which are owned by a company (in this case L&L Europe Ltd.), the Casino has to carry out the self exclusion in order to comply with Regulation requirements of the MGA. In my opinion therefore, Yako Casino definitely has to pay the amount of 1.658,00€ back to me. I tried to solve this problem with Yako Casino directly. However, they are not willing to cooperate. They say that according to their refund policy, they are not allowed to pay the money back to me. In my opinion, this does not really make alot of sence. Anyhow, because of the problems with them I contacted you guys now. I hope you can solve this issue and get back the money for me. Thanks in advance.

I opened the account recently and submitted gov ID from current address as I only play casinos I know my account is fully verified and have the option to withdraw winnings when I want to. I continued to play , received no communication regarding further documentation needed as I was told would happen of there were any issues. I Won £1000 and was unable to withdraw. Contacted casino and received an apology but was still unable to withdraw and was not advised to provide any further documentation or what documentation was needed. Was given the impression that account was ok and will be able to withdraw next time. Continued to play , won £2500, was unable to withdraw again. Eventually I became frustrated and asked for the account to be closed as was appalled by how I had been treated and never allowed the option of withdrawing any winnings despite raising my concerns with staff on several occasions about this. Was finally told i needed to provide documents for an address I lived at a year ago but by now it was too late. Spoke to staff and told them how terribly badly my account verification and withdraw issues had been handled and they refused to admit any fault on their half and claimed I had been asked to provide documentation of a my previous address , I told them i called the offices and spoke to staff on two separate occasions regarding these concerns and was not once told about any further documents being needed or what documents were required. I asked them to provide any proof that I was asked to provide further documentation from yako casino from when i first won and raised these issues with staff there and they have been unable to provide any written or recorded proof. They insist they asked me but they didn't. If they did i would like to see / hear proof of their requests for further documentation and can someone explain why the government ID documents I provided were not sufficient to verify my account there . I sent photos of my driver's licence and council tax bill and also photos of the card I was using to make deposits. Staff there have denied any wrong doing on there half but cannot give any proof or explanation as to why my account was not verified or that further documentation was requested from me even when I called to clarify the account was ok on two separate occasions. There are recorded telephone conversations which i asked for copies of but have not been sent until now. I'm certain any sane person , after listening to the conversations I had with staff there at yako regarding my account verification will understand that this is an error on their half and not mine. Unfortunately the email correspondence I have had with them following this has just been them trying to wriggle out of it. Even speaking to staff they cannot give a reasonable explanation or provide proof of requesting further documents for my account to be verified following me raising these issues. I told them it's a joke and now taking it to yourselves so hopefully you can help with this matter and get some sense from somebody there. Kind Regards [EDIT]