Yabby Casino - Player's winnings are confiscated due to account issue.

I registered at Yabby Casino and claimed a legitimate no-deposit promotional bonus. I completed all wagering requirements and finished with a balance of $50.32.Approximately five days after completing wagering, Yabby Casino removed my winnings and claimed that another account existed "on the same credentials for free promotions only." No evidence has been provided to show that I personally created or controlled another account.I submitted full KYC documentation, including government-issued ID (front and back) and a selfie holding the ID. I have only ever created one account with Yabby Casino. I use a private Ethernet connection and do not use VPNs or proxies.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Yabby Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me your communication with the casino regarding the accusations made against you?
• Were there any details about the previous account, such as which particular personal information matches yours?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

I was a new sign up customer at Casino Yabby, when i signed up I used one of their sign up no deposit code offers. I played the slots, and made sure to double check against which were allowed. I managed to do the playthrough requirements, and maintain the minimum withdrawl balnce over the weekend. Yesterday, I had recieved an email from the banking department, claiming I had multiple accounts, and that my winnings were removed. all my information is correct on my account. attached are screenshots of the emails

Dear anon13,

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, Peter (peter.c@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,

Tomas

Hello there,

Thank you anon13 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Yabby Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

I definitely appreciate all of your help. If there's anything I can help with to resolve the matter, please let me know, and i will do my best. Thank you again for all of your time, patience and efforts.

Hi Peter,

Hi anon13,

After checking the player’s account, our Banking Department noticed a multiple account violation.

7.1.c. All promotions are limited to one per Player, family, IP Address, address, credit card number, and computer and shared computers (i.e. university, fraternity, school, public library or workplace), unless otherwise previously agreed with the Casino.

Other issues or attempts to take unfair advantage of a promotion will result in the promotion being voided, and all associated winnings and bonuses being removed from the account. 

Unforuatnely, in this case, the violation has already resulted in the winnings being voided in accordance with our Terms and Conditions.

Please understand that, for security and privacy reasons, we are unable to disclose specific details regarding other accounts connected through the same IP address, phone number, device, or any other related information.

Kind regards,

Brandon

Yabby Casino

Thank you for your update, Yabby Casino representative. I kindly request if you could share the evidence pertaining to the multiple accounts, provided the player consents to the information being disclosed. Regrettably, we cannot close complaints in favor of casino operators without satisfactory evidence. I would prefer not to categorize this complaint as unresolved, as it may negatively impact your rating. Therefore, I would greatly appreciate any guidance on how we can proceed. Thank you in advance for your cooperation!

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 very much appreciate your help in this matter.

As we have not received any new message from the casino, 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. I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Yabby Casino. Thank you for providing me with the requested evidence.

Dear anon13, the casino has provided us with information related to your account, which shows signs of duplicate accounts. It is an industry standard that each person may only operate one account in their name and supply it solely with their own funds. As your activity constitutes a clear violation of this policy and this case is about a no-deposit bonus, meaning no real funds were lost, we believe the steps the casino has taken are justified, and we will subsequently reject your complaint. Thank you for your understanding.