Yabby Casino - Player's winnings have been confiscated.

Salve casino guru chiedo il vostro aiuto perché non ci sto ad essere preso in giro

Praticamente come tutti i giorni o quasi yabby casino mi invia tramite email oppure semplicemente entrando dentro account dei fre spin gratuiti che dopo aver soddisfatto i requisiti puoi prelevare le vincite io ho soddisfatto i requisiti di 10× per questo bonus tanto che una volta requisito il bonus i saldo e passato reale

Allora ho richiesto il prelievo ed mi hanno mandato una email dove dovevo semplicemente confermare i miei dati di prelievo e cosi ho risposto alla email

Mi hanno mandato una seconda email

Dicendomi che già in passato avevo prelevato tramite questi fre spi gratuiti e che quindi un secondo prelievo non era amesso

Detto questo io vi chiedo di aiutarmi a farmi avere la mia misera vincita di 50€ perché la domanda principale e la seguente se non posso prelevare una seconda volta da quesfi spin gratuiti perché allora me li mettono nel mio account? Ed inoltre perché allora era diventato saldo prelevabile? Mi sembra una scusa bella buona per non darmi la mia vincita grazie attendo un vostro aiuto.

Dear danilomapelli,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Was this bonus credited to your account automatically or did you activate it yourself?

When did you use the bonus for the first time? Did you make any deposits in between these two bonuses?

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

Best regards,

Kristina

Buongiorno a voi si sono entrato dentro account e cerano 75 fre spin gratuiti allora ho cominciato a giocare mi ha dato una vincita di circa 6€ ho soddisfatto i requisiti di 10x tanto è vero che il saldo e passato reale poi ho effettuato il prelievo dove ho come prova l'email da parte loro dove mi si chiede solo di cinfermare nome utente ovvero pericolo87 e indirizzo wallet del mio portafoglio elettonico.

Allego anche email come prova

Ecco anche la prova che avevo fatto la richiesta di prelievo

Ma che poi mi hanno annullato senza motivo perché se io non potevo prelevare come dicono loro allora perché mi hanno dato 75 fre spin

Per prendere in giro la gente?

Aggiungo che già ho anche depositato altrimenti non sarebbe stato ammesso quando ho prelevato per la prima volta

Thank you very much for your reply, danilomapelli. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Email inviata

Thank you very much, danilomapelli, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello danilomapelli,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Yabby Casino to join the conversation and participate in the resolution of this complaint.

Dear Yabby Casino,

Can you please provide further insight into the situation? Have the free spins been added to the player's account automatically?

Kind regards,

Adam

Hello Adam, Kristina and danilomapelli,

We hope that you are all well and we wish you all a very Happy New Year.

Please note that the bonus in question - EXTRA75 has a specific limitation regarding the payout limits. Only one withdrawal is allowed from this specific promotion. This limitation has been made visible in the email offer the players receive.

In this case, the player was fortunate enough to meet the requirements of the bonus and to withdraw the winnings from the very first EXTRA75 redemption. This occurred on October 10th, 2022. From that moment on, the player did not make any deposits and has redeemed the EXTRA75 bonus multiple times.

This, in itself is not a violation of our terms as the bonus has indeed been made available for redemption up to 6 times. The idea is to allow our players to play as much as possible with bonuses and in the process learn more about the games and options on our website. However, as the player already won from the bonus, another payout was not possible.

As we may see in the screenshots below, the player redeemed the bonuses from his side and has won again on December 18th. This time around, a payout was unfortunately not available due to the previous win and payout from the same bonus.

We hope that the explanation provided shares enough light as to what occurred on the player's account.

Of course, should any additional information be required, please do not hesitate to contact us.

Kind Regards,

Lucas

Yabby Casino Management

Yabby casino ma se non si possono riscuotere le vincite allora perché mi mettete i frispin sul mio conto?

Casino guru sei d'accordo con me?

Dear Yabby Casino,

Thank you for your response and for the additional information.

You stated that it is not a breach of the terms for the player to claim the same bonus multiple times, but is it stated clearly that the player will not be able to make a withdrawal of any winnings should they do so?

Kind regards,

Adam

Dear danilomapelli,

There has been no further response from the casino. I will attempt to contact them again.

In the meantime, please let me know if there are any developments.

We would like to ask Yabby Casino to reply to this complaint. You have stated that the player is allowed to claim the same bonus up to 6 times, but it is not very player friendly if it is not stated anywhere that no winnings can be withdrawn from any use of the bonus after the first time. If the intention is for the players to play as much as possible with bonuses and in the process learn more about the games and options on the website, would it not be possible to have a separate, "demo play only" bonus that is purely for that reason and avoids situations such as this?

We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating. 

Kind regards,

Adam

Hello Adam,

Hello danilomapelli,

We hope that you are all well. Please accept our apologies for the delayed reply.

The player is allowed to claim the same bonus multiple times, should the Casino allow it and should the bonus be directly credited to the player's account by the Casino.

In this specific case, and in the case of the bonus EXTRA75, the bonus is allowed to be claimed more than once, however, it is explicitly stated in the terms of the bonus and in the offer that only one withdrawal can be made from the promotion.

You may see below, the attached screenshot of the email offer that is sent to all players.

We hope that everything has been cleared up and that the explanation is understandable.

Thank you for your patience and understanding.

Kind Regards,

Lucas

Yabby Casino Management

Non ho ricevuto nessuna email sono entrato sul conto è trovato i 75 spin gratuiti

Hello danilomapelli,

According to the screenshots provided by the casino, you requested this bonus be added to your account on 10/10/2022, and also it seems two times on 18/12/2022.

Although we can see that the offering of a free bonus multiple times but only being able to withdraw your winnings once could cause frustration, I am afraid the casino has acted in accordance with the terms of their promotion in this case.

Consequently, there is nothing further we can hope to achieve regarding this matter and this complaint will be rejected.

I am sorry we could not be of more help on this occasion.

Kind regards,

Adam