Yako – Casino refuses refund after my self exclusion for all L&L Europe Ltd. Casinos was not applied.
Found for the Casino - Player asked to "permanently close" but did not mention any addiction issues. This would not be managed under Responsible Gambling policies.
Read our Yako Casino Review.
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.
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