Yako Casino Ignores Self-Exclusion Plea Twice!

jfrdl

Newbie member
PABnonaccred
Joined
Sep 14, 2016
Location
Toronto
March 30th, 2019 I had enough with gambling. Already down the year about $20,000 I sent an email to 15 operators I used to Permanently close the account. The title of this email was please self-exclude permanently for responsible gaming.


ex1.png
After investigating even further I find this sent a couple of months later:

ex2.png

So, by this point, not once, but twice have I asked for my account to be closed. Every other site on this list abided by this, and was responsible, even another L&L property Fun Casino. But, of course, Yako once again ignores this.

Which brings me to last week:

Get an email that my accounts been re-opened! Lose, $500 right away then realize, hey wait I permanently self-excluded there why would they do this. Go into my emails and find not one, but two distinct emails to close permanently for self-exclusion. Also find this on their website:

In the case that you feel you may have a problem with gambling or an addiction, Yako Casino recommends that you self-exclude. A self-exclusion results in a complete lock to your account for the duration of a minimum of 3 months and up to 5 years. Once the self-exclusion period has passed, you will need to take action and opt back in by contacting our trained customers service agents over the telephone. Self-exclusion must be applied in the event of problem gambling only!

Note: I never called in. They simply opened the account.

Today:

I have already spoken to L&L Jan, he told me if they made even the smallest mistake he'd refund. I see three HUGE mistakes. He told me they have done absolutely nothing wrong and will not refund.
 
Last edited:

jfrdl

Newbie member
PABnonaccred
Joined
Sep 14, 2016
Location
Toronto
By the way, Jan says he never got the first email, which is odd because it went to support@yakocasino.com - and every other operator in the list got it.

The 2nd email he claims they did not get either, which is odd, because everyone in that list including funcasino got it - and they actually, tada!, listened and closed my account. Additionally, when I did a reply-all to the original message, tada!, they got it!
 

jfrdl

Newbie member
PABnonaccred
Joined
Sep 14, 2016
Location
Toronto
He knows. The basis of his argument is that: They never received the emails.

Further, I had his word that even if they made the tiniest mistake he would refund. How can anyone read this and think, I see nothing wrong with this. This wasn't just a mistake, this was a failure.
 

Slottery

Meister Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
Did you claim complaint through some ADR or other route to investigate whole issue?

Edit: Would use PAB service or use other ADR which ever you prefer, to find out if there are any failures done. You possibly have used email client where you could see if email is opened or not? Anyway, claiming complaint would be right way to start and if you use PAB, remember not comment anything further.

It don't btw look great in email to say "i'm going ask gamblers and casinomeister to get my money back" and then start this kind of thread instead of using PAB service. Ranting threads don't get single dime back, properly done PAB:s have returned big amounts of money when failures found.
 
Last edited:

jfrdl

Newbie member
PABnonaccred
Joined
Sep 14, 2016
Location
Toronto
He can only find the one to Funcasino. But I have proof it was sent to both addresses, and that I had prior correspondence to the Yako address. Possible failure on their system where they only tagged that email to one casino and not both.
 

jfrdl

Newbie member
PABnonaccred
Joined
Sep 14, 2016
Location
Toronto
@Slottery Would it be better to PBA/ADR this?

Yes, I shouldn't have said I'm going to CM, AG to get my money back, but I am trying to be as transparent as possible; not hiding any information. I was very angry. I pleaded with them not once but twice! Then lost $500 almost immediately. To get an email is triggering no, when you're trying/failing to abstain.
 

Slottery

Meister Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
@Slottery Would it be better to PBA/ADR this?

Yes, I shouldn't have said I'm going to CM, AG to get my money back, but I am trying to be as transparent as possible; not hiding any information. I was very angry. I pleaded with them not once but twice! Then lost $500 almost immediately. To get an email is triggering no, when you're trying/failing to abstain.

Sure understand your frustration and that can happen, happy that you agreed that email could have been sent without threating casino with CM/AG.

If you want to get help to get your issue investigated, then PAB would be way to go. Not cost anything and you get fair opinion based on all facts provided by you and casino.
 

jfrdl

Newbie member
PABnonaccred
Joined
Sep 14, 2016
Location
Toronto
If you want to get help to get your issue investigated, then PAB would be way to go. Not cost anything and you get fair opinion based on all facts provided by you and casino.

I am just going to be honest. I have an anxiety disorder so literally anything left up in the air makes me sick/obsessive. Was hoping it could just be solved quickly rather than dragging on for 10,20,30 days. Honest, not a pity plea. But thank you. Also, Jan's last message to me on Friday was that he think he was going to refund, but he'll get back to me Monday. Then he ignores me Monday and then tells me Tuesday, no deal! Ya, stressful for someone like me.
 

colinsunderland

On a Break
Joined
Jan 28, 2016
Location
uk
I am just going to be honest. I have an anxiety disorder so literally anything left up in the air makes me sick/obsessive. Was hoping it could just be solved quickly rather than dragging on for 10,20,30 days. Honest, not a pity plea. But thank you.

Can you post the replies you got to the emails you sent to Yako?
 

jfrdl

Newbie member
PABnonaccred
Joined
Sep 14, 2016
Location
Toronto
They never replied to me. But, the likelihood they missed both of them is impossible.

No one is answering my question though, right on the site it says a self-excluded account can only re-open by calling into CSR. I never did that! They failed at their own self-exclusion procedure.
 

Slottery

Meister Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
I am just going to be honest. I have an anxiety disorder so literally anything left up in the air makes me sick/obsessive. Was hoping it could just be solved quickly rather than dragging on for 10,20,30 days. Honest, not a pity plea. But thank you. Also, Jan's last message to me on Friday was that he think he was going to refund, but he'll get back to me Monday. Then he ignores me Monday and then tells me Tuesday, no deal! Ya, stressful for someone like me.

Know very well that gambling addiction itself is really hard to comply and we for sure understand you. We forum members here don't have any power to overrule casino rulings, PAB service can if there's failures done.

I have to add that Jan is one of the best and honest reps of casinos in this forum and i would believe that he had gone through your case and if that email is received in their logs or not. If other brand from same group received email, it's not 100% sign that it's received to other email too but it can be seen from their logs.
 

jfrdl

Newbie member
PABnonaccred
Joined
Sep 14, 2016
Location
Toronto
Slottery, it's just strange when I had correspondence before and after those 2 emails with Yako Casino and they received them just fine. I have started a PAB. Thank you all for your help, input.
 

colinsunderland

On a Break
Joined
Jan 28, 2016
Location
uk
They never replied to me. But, the likelihood they missed both of them is impossible.

No one is answering my question though, right on the site it says a self-excluded account can only re-open by calling into CSR. I never did that! They failed at their own self-exclusion procedure.

It's not impossible at all for both emails not to have got through for some reason. However, what I'm struggling to understand is you said

I have an anxiety disorder so literally anything left up in the air makes me sick/obsessive.

Yet it seems you didn't get a reply and didn't follow it up via live chat or anything?

Having said that, if a self exclusion was applied to your account at fun casino, you would think the same would be done at the other casinos in the group, so, as others have said, I would PAB if you feel that strongly about it. I would also make a SAR to L&L to include all chat logs and emails (incoming and outgoing) and account notes for all casinos.
 

jfrdl

Newbie member
PABnonaccred
Joined
Sep 14, 2016
Location
Toronto
@colinsunderland First off, it seems like everyone is hammering me for my own failures in this matter, but not one comments about Yako. Maybe, people are just trying to get a clear sense of what happened but I feel like I'm on trial haha. I believed self-exclusion was such an enormously serious thing that a site would instantly close the account / at least leave it dormant. That's the responsible thing to do. I got a flood of emails from many operators almost instantly that I read and deleted because I didn't want to look at a gambling related thing ever again at that moment. I wasn't even keeping track of them all. I didn't have a meticulous list that I was crossing off whether I got their email back or not. I believed they would be responsible enough to respect it.
 

colinsunderland

On a Break
Joined
Jan 28, 2016
Location
uk
@colinsunderland First off, it seems like everyone is hammering me for my own failures in this matter, but not one comments about Yako. Maybe, people are just trying to get a clear sense of what happened but I feel like I'm on trial haha. I believed self-exclusion was such an enormously serious thing that a site would instantly close the account / at least leave it dormant. That's the responsible thing to do. I got a flood of emails from many operators almost instantly that I read and deleted because I didn't want to look at a gambling related thing ever again at that moment. I wasn't even keeping track of them all. I didn't have a meticulous list that I was crossing off whether I got their email back or not. I believed they would be responsible enough to respect it.

Assuming they got it.
I don't think anyone has had a go at you, more than one person, including me, said to start a PAB, but if the casino genuinely didn't get your email, then I don't see what you expect them to do.
You must stop posting now you have started the PAB, but would suggest you follow my other advice ;)
 

L&L-Jan

Affiliate Manager for Accredited Casinos
Joined
Jun 15, 2013
Location
Malta
I am just going to be honest. I have an anxiety disorder so literally anything left up in the air makes me sick/obsessive.

Given this information I'll make sure I have all documents ready for the PAB service so it can be handled quickly and smoothly.
 

danofthewibble

Senior Member
Joined
Jan 2, 2018
Location
UK
A couple of possible issues there - you’ve used the BCC field. A lot of servers will block receipt of emails if the addressee is not in “To” or “Cc”. This is because BCC is widely abused by spammers.

If that’s the case, chances are that your email never got through the spam filter. It may not have bounced back - a decent spam filter will not bounce as it has the effect of confirming the address is active.

Next up - the email doesn’t show the email address used. A copy of the email showing the raw headers would doubtless reveal this.
 
Top