Hello peroni,

Thank you very much for submitting a complaint and I'm really sorry to hear about your issue with Yoju Casino.

Please allow me to ask you a few more question before we would move forward.

When exactly did this competition ended? Do you have any information what other conditions do you have to meet to receive the price? Did the casino contacted you since your last respond?

Note, that if they are still checking if you met all the conditions, it will be probably added to your account within the next week.

Looking forward to your answer and I hope we will be able to help you out.

Regards,

Nick

The competition ended on February 17 and I have not been contacted since.

I don't know what the conditions are, but I think I'm trying because I've certified the documents and made a deposit 3 times so far.

Dear peroni,

It probably just takes a time until they check if you have completed all the conditions. If they wouldn't respond until the end of this week, we will try to intervene but for now I would recommend only to wait. Please keep us updated if anything would happen regarding the case.

Regards,

Nick

They told me that I did not meet the conditions because I paid the money last time in December last year. I had to pay this month, I did not know that, they did not specify the conditions on Twitter.

Could you please send a screenshot of that promotion or a link to it?

Dear peroni,

I could not find any reference which would say that you need to have a deposit earlier to receive the bonus winnings. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, peroni,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Yoju Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Yoju Casino Team, could you please state the reason why the player has not received a prize from the above-mentioned Twitter promotion? Where can the players find the complete Terms and Conditions for this specific promotion?

Thank you in advance for providing the information.

Thank you very much, Yoju Casino Team, for providing the explanation.

Dear peroni,

Could you please confirm that you received your prize of €50? Can we consider your issue resolved to your satisfaction?

I haven't received it yet.

Does this bonus have wagering requirements?

Dear Yoju Casino Team,

When can the player expect the funds to be credited to his account? Where can the player find the full Terms and Conditions valid for this promotion?

I got the bonus a while ago. I have a deadline of 5 days. Waggering is 50 x !!! Mission impossible, I didn't know that and I haven't read about this condition anywhere.

Thank you very much, peroni, for confirming you received the disputed bonus funds and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, too, Yoju Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, www.kpvfaw.com