Yep Casino - Der Antrag des Spielers auf Schließung seines Kontos wird ignoriert.

Hello

I am a gambling addict and the casino refuses to block my account.

They don't respond to my emails, there are extremely long waiting times in the live chat, and every time I get the answer that I should set limits?

This casino is completely irresponsible towards players, and I expect an immediate adjustment to the rating. I would also greatly appreciate help from Casino Guru regarding player exclusion.

Hallo

Ich bin Glücksspielsüchtig und das Casino weigert sich mein Konto zu sperren.

Sie antworten nicht auf meine Emails, haben extrem hohe Wartezeiten im Livechat und man bekommt jedes mal die Antwort man soll Limits festlegen?

Dieses Casino geht total veranwortungslos mit dem Spieler um und ich erwarte eine sofortige Anpassung des Ratings und würde mich über hilfe von Casino guru bezüglich spielersperre sehr freuen.

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Dear Salatbar23498,

Thank you very much for submitting your complaint. I am sorry to hear about the issue you have encountered.

I have reviewed the casino's Responsible Gambling Policy, which states the following regarding self-exclusion:

"If you need a break from gambling, you can activate self-exclusion from one or all products by contacting Support."

However, I was unable to find any specific instructions or a dedicated contact method for submitting a self-exclusion request.

To better understand your case, could you please clarify a few points?

• How many times did you contact the casino requesting self-exclusion specifically due to gambling addiction problems?
• How did you submit these requests (e.g., email, live chat, or another method)?
• Could you please send copies of all self-exclusion requests in which you informed the casino about your gambling problem/addiction to my email at karla.m@casino.guru?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Greetings,

According to our records, the player's account was permanently closed at 20.08.2026 08:08:01 (UTC) 

Regards

Yes, her recordings are probably accurate. However, this only happened after more than 20 hours and several attempts to contact her. The first live support representative ended the chat after an hour. Additionally, the representative in the second live chat constantly suggested a limit to help me cope and literally told me: "Sometimes I should first deal with the situation by taking a short break from playing or setting a limit."

The employee simply ended the chat after a while.

The third live employee didn't respond at all.

A few hours later, I received an email asking me to enter my contact information for a supposed self-exclusion. I've already stated several times that I'm a gambling addict and have a serious problem, yet with this bizarre self-exclusion option, I was suddenly able to choose a completely flexible exclusion period. In what universe would you offer something like that to a gambling addict?

This happened after 3 live chats and 2 emails.

I entered my contact details and waited until the next morning, when I received an email stating that some contact information was missing. I entered the same contact details again and was ultimately blocked.

YEP Casino did everything in its power to keep me, a gambling addict, tied to the casino, offering me limits and imposing a gaming break and numerous long waiting times.

I am quite certain that such behavior violates the regulations of the Curaçao Gaming Authority (CGA). I ​​have already filed a complaint.

Other players would probably have lost much more money during this time, and this casino is shamelessly exploiting that.

I would ask Casino Guru to issue a warning regarding my provided chat messages and screenshots for this casino in order to protect other players.

Thank you

Ja ihre Aufzeichnungen sind wohl wahr. Allerdings passierte das erst nach mehr als 20 Stunden und mehreren Kontaktaufnahmen. Der erste Livemitarbeiter hat nach einer Stunde den Chat beendet. . Zusätzlich bot mir die Mitarbeiterin im 2. Livechat ständig ein Limit zur Bewältigung an und sagten mir wortwörtlich: Manchmal soll ich die Situation erst einmal mit einer kurzen Spielpause oder einem Limit bewältigen.

Die Mitarbeiterin beendete auch nach einer Zeit einfach den Chat.

Der 3. Livemitarbeiter antwortete gar nicht.

Nach einigen Stunden bekam ich eine E-Mail , in der ich meine Kontaktdaten eintragen sollte für eine angebliche Selbstsperre. Ich sagte bereits mehrfach uch bin spielsüchtig unf habe ein großes Problem, jedoch konnte ich mir bei dieser merkwürdigen Sperre plötzlich einen Sperrzeitraum auswählen- komplett flexibel. In welchem Universum bietet man einem spielsüchtigen Spieler soetwas an?

Dies war nach 3 Livechats und 2 E-Mails geschehen.

Ich trug meine Kontaktdaten ein und wartete bis zum nächsten Morgen und bekam eine E-Mail, dass noch einige Kontaktdaten fehlen würden. Ich trug erneut die gleichen Kontaktdaten ein und wurde letztendlich gesperrt.

Das YEP Casino hat alles daran gesetzt mich als spielsüchtigen Spieler doch an das Casino zu binden, mir Limits angeboten und eine Spielpause und etlich lange Wartezeiten An den Tag gelegt.

Ich bin mir ziemlich sicher, dass so ein Verhalten gegen die Auflagen von der Curaçao Gaming Authority (CGA) verstößt. Ich habe bereits eine Beschwerde eingelegt.

Andere Spieler hätten wohlmöglich in dieser Zeit wohl noch viel mehr Geld verspielt und das wird schamlos von diesem Casino ausgenutzt.

Ich würde Casino Guru bitten im Hinblick auf meine gelieferten Chatnachrichten und Screenshots für dieses Casino eine entsprechende Warnung zu hinterlegen, um andere Spieler zu schützen.

Vielen Dank

Dear Salatbar23498,

Thank you very much for providing these additional details.

To establish the exact timeline of your self-exclusion request, could you please clarify the following:

• On what exact date and, if possible, approximately what time did you first request self-exclusion and inform the casino that you had a gambling problem/addiction?
• Could you please provide screenshots or other documentation showing your self-exclusion requests and the casino's responses? Please make sure the dates and times are clearly visible.

You may attach the evidence directly to this complaint thread or send it to karla.m@casino.guru.

This will help us determine how much time passed between your first clear self-exclusion request and the eventual closure of your account.

Thank you very much in advance for your cooperation.

Karla M.

Dear Salatbar23498,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru