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Good day! I registered on the project on May 28th, passed verification, and made my first deposit of 15,000 without a bonus. I played slots and increased my balance to 63,000. I withdrew 20,000 and continued playing. The withdrawal arrived quickly. I played up to 40,000, bet 20,000, but the withdrawal didn't happen quickly. I bet two 10,000 bets and went to bed. In the morning, instead of a withdrawal, I discovered my account was blocked.

День добрый ! Зарегистрировался на проекте 28 мая, прошел верификацию и сделал первый депозит в размере 15000 без бонуса, играл в слоты и поднял баланс до 63000 , поставил на вывод 20000 и продолжил играть, вывод пришел быстро, поиграл до 40000 поставил 20000 быстро не вывели поставил 2 по 10000 и пошел спать. Утром вместо вывода обнаружил блокировку аккаунта.

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Dear senya.negan,

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 situation.

• Do I understand correctly that your account is fully verified?
• Could you please advise when exactly your account was blocked?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at jean.s@casino.guru or post screenshots here.

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

Best regards,

Jean

Dear senya.negan

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, Jana, (jana.k@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,

Jean

Dear Senya.Negan,

I sincerely apologize for the inconvenience you are experiencing with your account being blocked. I will promptly reach out to the casino to address this issue on your behalf. In addition, I would like to invite a representative from YoHo Slot Casino to join this conversation so that we can collaboratively work towards resolving your complaint.

Dear YoHo Slot Casino,

Could you please clarify the reasons behind the blocking of the player’s account? Additionally, it would be greatly appreciated if you could provide any relevant evidence pertaining to this matter. You are welcome to include your statement and any supporting documents here, or feel free to send them directly to my email address at jana.k@casino.guru.

Thank you in advance for your cooperation and assistance.

Kind regards,

Jana

Above I provided screenshots showing the reason for the blocking.

Выше я предоставил скрины , о причине блокировки

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.

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 (validator on the website) and submit a complaint to them. 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 (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana

We’ve reopened this complaint at the request of YoHo Slot Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello!

Our investigation identified several accounts exhibiting suspicious behavior, including your account. Although these accounts used different wallet addresses to withdraw funds from our platform, a deeper analysis revealed a common pattern.

Following the withdrawal process, funds received from multiple accounts were subsequently transferred to the same destination wallet address, indicating a potential connection between the account holders.

Your account was also linked to this pattern. Specifically, a player withdrew funds from their game balance to one wallet address, then transferred the withdrawn funds from this wallet to a second wallet address, which was identified as a common recipient address linked to other suspicious accounts under investigation.

Therefore, based on the identified overlaps, your account has been blocked due to multiple accounts. The exact wallet addresses and evidence have been sent via email jana.k@casino.guru.

Dear YoHo Slot Casino,

Thank you for your prompt response. I would greatly appreciate it if you could provide the relevant evidence concerning the player's breach of terms and conditions to jana.k@casino.guru.

Additionally, if you could include your internal audit or any screenshots that could assist us in this matter, it would be immensely helpful. Your ongoing support and cooperation are sincerely appreciated.

The letter has been duplicated to your email. Thank you.

Dear YoHo Slot Casino,

I kindly request that you substantiate your claim regarding the player's alleged breach of the Terms and Conditions by providing the relevant supporting evidence, such as screenshots or any other applicable documentation.

This information is necessary for us to proceed with our review of the matter. Thank you in advance for your cooperation and assistance.

Good afternoon! Yesterday, I sent you screenshots confirming that this player was a multi-account member of another account, also found to be violating the platform's rules. Please let me know when you receive them, thank you.

Dear Senya.Negan,

I sincerely appreciate your patience as we conduct the ongoing investigation. Please rest assured that I will reach out to you as soon as we have reached a conclusion. Thank you for your understanding and continued support throughout this process.