Yebo Casino - Pelaajan kotiutus on takavarikoitu.

On 16 April 2025, I requested a withdrawal from Yebo Casino. On 18 April, the withdrawal was denied, and my entire balance was removed from my account without prior notice or warning. I contacted support to ask why and was told that the Terms and Conditions had recently changed and I was now in violation of the new terms.

However, I was not notified of any changes to the terms — no email, pop-up, or warning — and the casino refused to tell me the date on which the terms were updated. This is important because a portion of the funds I withdrew were won before any changes were made, and I believe I should still be entitled to those. The casino states in their terms that users must read the T&Cs every 30 days, but does not notify players when changes are made, nor did they give me any opportunity to review or accept the updated terms before enforcing them retroactively.

I sent a formal complaint to their support on 21 April 2025 and a follow-up on 27 April. To date, I have only received an automated response with case number #154801243 stating they would respond within 72 business hours — but it's now been over 14 business days with no reply.

This lack of communication and the retroactive enforcement of new terms without notice or transparency is unacceptable. I have also submitted a complaint to the Curaçao Gaming Authority as the casino appears to be licensed there.

I am simply requesting that Yebo Casino:

Acknowledge the amount that was in my balance at the time the terms were changed,

Honour a withdrawal for the portion of winnings earned before the terms were changed, and

Provide transparency on when the terms were updated and how players are expected to be informed.

This situation has left me with no access to my funds and no resolution pathway. I hope Casino Guru can assist or at least help record this case for the benefit of other players.

Dear HighOverseer,

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

Please note according to our review, the casino doesn't operate under any gambling license.

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

• What was the change in the terms and conditions that had an impact on your winnings and/or account?
• Is your account accessible to you? Can you log in?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? 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

Dear Tomas,

Thank you for looking into this issue.

The change in terms that impacted my withdrawal was only communicated to me after I contacted Yebo Casino’s support to ask why my withdrawal (requested on 16 April 2025) had been denied (denied on 18 April). The support agent referred me to this clause:

• 10.4) The Player is entitled to only one free chip in between deposits; any winnings resulting from multiple free chips will be void. For example, should a Player redeem two free chips in a row, he/she will not be able to withdraw any winnings generated by playing on said chip.

I was never notified of this change applying to tournaments in advance, and only learned of it once my balance was removed and I contacted support. I complied with all previous requirements at the time of winning.

Relevant points:

• My most recent deposit was made on 25 February 2025, which fell within their stated 3-month deposit window at the time of my withdrawal request.
• Their Section 13.1 still states: "In order to withdraw winnings from these tournaments, players must have made a minimum of one deposit and deposited within the last 3 months."
• And Section 14.1 still states: "Any winnings from Free Roll Slot Tournaments may be used to play in real money casino games. These winnings are subject to a 1x playthrough and 1x max cashout requirement."

I have previously made successful withdrawals by adhering to these terms. These clauses are still live on their website and continue to govern freeroll tournament winnings. Additionally, "free chips" are never defined in their terms as including freeroll tournament winnings. "Free chip" is a term they use for deposit or signup bonuses, not tournaments. So it's unclear and inconsistent for them to deny my tournament winnings based on a term not written to apply to them.

My winnings were earned entirely from slot games and freeroll slot tournaments. No live games, table games, or sports betting were involved, and no other bonuses were active on my account.

My account remains accessible, but my entire balance was removed. I referenced support chat ID 10224335 in my first support email on 21 April and followed up again on 27 April. I only received an automated reply with case number 154801243, and I’ve had no further communication since, despite the casino’s claim that responses take up to 72 business hours.

As requested, I will forward you my email communications separately but I do not have access to a chat transcript from my initial contact on their website.

Thank you again for your help and the work you do advocating for players.

Kind regards,

Chris

Thanks for the detailed explanation and information submitted.

Have you saved your interaction with support where this clause was used as justification? Would you be able to share it with me as well?

Share it as screenshots here or send it to my email at tomas@casino.guru

Looking forward to your reply.

Good day Tomas,

I have sent a transcript of a new chat to your email as I didn't have screenshots of the previous chat with them. They cite the same term as before and I have explained to them that the current terminology doesn't apply to tournaments but they're refusing to comply with their own rules and attempting to apply term 10.4) to the tournament withdrawal even though I have complied with their tournament rules. Tournament winnings are also considered to be cash according to their terms, not free chips as they continually try to claim.

"14.1) Free Roll Tournaments:

Free Roll Tournaments are Tournaments which do not require that players pay a registration fee.

Prizes won in a Free Roll Tournament are added to cash balances and may be withdrawn from the casino."

Kind regards,

Chris

Thank you very much, HighOverseer, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.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 HighOverseer,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear HighOverseer,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Yebo Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Yebo Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the confiscation of the player's winnings? A detailed response will help us ensure a transparent and fair review of the situation.

Thank you in advance for your cooperation.

Best regards,

Kubo

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.

Greetings all,

Much like other free promotions (free spins, bonus coupons) the terms and conditions of the casino only allow one free roll tournament between cash deposit/play sessions. This withdrawal request was denied as there are literally hundreds of consecutive free tournaments on file between any respective deposit and the cash deposits were placed on top of the running (bonus) balance creating a situation called "mixing funds". In this case I'm afraid there is nothing that we would be able to do to assist.

Best wishes,

Yebo

Thank you for your response, but I must respectfully disagree with your interpretation and application of your own terms in this case. I would like to clarify a few key points based directly on the terms and conditions available on your website:

1. Freeroll Slot Tournaments Are Not "Free Chips"

Your claim that freeroll tournaments are equivalent to "free spins" or "bonus coupons" is not supported by the terms on your website. In fact, tournaments are addressed separately and explicitly in your Section 14.1:

"Free Roll Tournaments are Tournaments which do not require that players pay a registration fee. Prizes won in a Free Roll Tournament are added to cash balances and may be withdrawn from the casino."

There is no mention in your terms of tournament winnings being treated as "bonus" funds or "free chips." In contrast, "free chips" are commonly defined separately in your terms and used in the context of promotional codes and coupon-based bonuses. Applying 10.4 to tournaments requires a stretch of interpretation that is not substantiated by the language in the rules.

2. I Complied with the Withdrawal Conditions

Your Section 13.1 states:

"In order to withdraw winnings from these tournaments, players must have made a minimum of one deposit and deposited within the last 3 months."

I made a real-money deposit on 25 February 2025, and I requested my withdrawal on 16 April 2025 — well within your 3-month window. I therefore satisfied the exact withdrawal criteria that your terms require.

Furthermore, I complied with the stated 1x playthrough and 1x max cashout requirement for tournament winnings under Section 14.1.

3. "Mixing Funds" Is Not a Defined or Published Violation

You refer to "mixing funds" as a reason to deny the withdrawal. However:

This is not defined anywhere in your public terms and conditions.

There is no warning or restriction in your terms against depositing on top of an existing balance.

If this is truly a violation, players must be explicitly warned in advance, not penalized retroactively.

4. Past Withdrawals Set a Precedent

Prior to this incident, I have made successful withdrawals under identical circumstances — multiple freeroll tournaments between deposits, with no indication that this was prohibited. No funds were denied, and no warnings were issued. This sets a reasonable expectation and demonstrates inconsistent enforcement of your policies.

In Summary:

• I complied fully with the tournament terms.
• I met the deposit timing and playthrough requirements.
• There is no term prohibiting multiple freeroll tournaments in a row.
• There is no published restriction on "mixing funds."
• Your decision to retroactively apply bonus rules to tournament winnings is unsupported by the written terms and has never previously been enforced against me.
• I am simply asking that the casino honor the withdrawal request based on the rules that were in place and enforced at the time I played and won.

I look forward to a fair reconsideration of this matter in line with your own published terms.

Sincerely,

Chris

Greetings HighOverseer,

Due to player abuse we were forced to amend the rules regarding free roll tournaments in February (2025) and updated the terms at that time. We are required to pay royalties to the gaming provider for all casino play. Cash, free, or otherwise, free benefits are only free on the player side. When players began using free tournaments as their primary form of play and utilizing the 3 month deposit rule to maintain this as a primary play method it became untenable to continue offering unlimited free tournaments to depositing players.

We have highlighted the specific rule in question in the screenshots below, as well as the clause related to changes of policy.

Best wishes,

Yebo



Thank you for your reply, but I must formally respond as your claims are demonstrably inaccurate.

You state:

"Due to player abuse we were forced to amend the rules regarding free roll tournaments in February (2025) and updated the terms at that time."

This is not correct.

Using the Wayback Machine, I’ve confirmed that as of 24 April 2025 — which is after both your claimed February amendment and after my withdrawal request on 16 April 2025 — the version of clause 13.1 still read:

"13.1) Unless specifically indicated in the Tournament Conditions, freeroll slot tournaments are available to depositing players as well as non-depositing players. In order to withdraw winnings from these tournaments, players must have made a minimum of one deposit and deposited within the last 3 months. The Casino reserves the right to void any freeroll winnings from non-depositing players."

There is no mention whatsoever in that version of a restriction such as:

"Only one freeroll tournament is valid between cash deposit/play sessions."

That clause appears to have been added sometime after 24 April, which is after my withdrawal request and clearly not in February as claimed.

Additional Concerns:

• I was never notified of any changes to the terms, despite the significance of this supposed rule change and your new interpretation.
• Your support staff refused to provide the exact date the rule was changed when I first raised this issue.
• My winnings were achieved while clause 13.1 was still in its original form, which I complied with fully:
• My most recent deposit was on 25 February 2025.
• I requested withdrawal on 16 April 2025 — well within the 3-month limit.
• I met the 1x playthrough requirement, and I did not violate any published limit on the number of tournaments.

Summary:

The amended rule you are citing did not exist at the time of my play or withdrawal.

You are retroactively applying a term and justifying it with a false timestamp, which is misleading and unfair.

Your own archived terms directly contradict your claim.

This constitutes a clear violation of fair play standards and raises serious questions about regulatory compliance and transparency.

Final Request:

Based on the above, I now formally request that you reinstate and process a withdrawal of the full amount of R2520.24 that was deducted from my account when this unsupported and retroactively enforced rule was applied. I had initially requested a withdrawal of R2000, but since the casino has cleared my full balance citing this invalid rule, I am now requesting the entire amount that was removed.

If this continues to be denied, I will continue pursuing all public and regulatory avenues available to me to ensure this issue receives the attention it deserves.

Sincerely,

Chris

Dear Yebo Casino,

Thank you for your response and for taking the time to provide an explanation.

However, the Wayback Machine capture dated April 24th, which was submitted by the player, clearly contradicts your claim that the Terms & Conditions were amended in February. Based on this evidence, it is evident that the previous version of the Terms & Conditions was still in effect at the time of the player’s gameplay and withdrawal request. As such, applying updated rules retroactively would constitute an unfair - and potentially fraudulent - practice.

Regarding the issue of mixing funds, the player correctly pointed out that there was no mention in the Terms & Conditions prohibiting deposits during the freeroll slot tournament. Furthermore, the deposit was made within the specified timeframe and, therefore, should not impact the player’s eligibility for tournament participation.

In light of these facts, I must express my full support for the player’s position in this case. I kindly urge you to reconsider your decision and to reimburse the full amount of the player’s withheld balance.

I look forward to hearing from you soon.

Greetings all,

I am having the entire situation reviewed by the head of the requisite department, once I hear back from them I will reply here. Thanks for your patience.

Best wishes,

Nick and Yebo

Dear Nick & Yebo Casino,

Just checking in to see if there are any updates on the review.

Looking forward to hearing from you!

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.

Dear Kubo,

Thank you again for your ongoing support and for extending the timer to allow Yebo Casino time to respond. With just under two days remaining and still no update from the casino, I would like to kindly request an additional 7-day extension to give them one final opportunity to reply.

Given the seriousness of the issue, which you've already described as potentially fraudulent, I believe it's important to allow every opportunity for resolution before the complaint is closed.

If possible, Kubo, I would really appreciate it if you could reach out to the casino directly one more time. Your direct line of communication may help prompt a response, especially as this situation has now been under review on their end for more than two weeks.

Thanks again for all your help and for facilitating a fair process.

Kind regards,

Chris

Dear HighOverseer,

I would like to inform you that I have already reached out directly to the casino representative and am currently awaiting his response. Based on my previous positive experience with Nick’s cooperation, I’m confident that he will respond promptly.

Regarding your request for an extension, I have no objection. I will go ahead and extend the timer by an additional 7 days once it expires, as requested, as I’m certain a response will be received within that timeframe.

Thanks.

Greetings all,

Apologies for the delay, I wasn't satisfied with the response so we are still discussing the situation internally. Thanks to everyone for their patience.

Best wishes,

Nick and Yebo

Dear Nick,

Are there any updates regarding the matter?

Thanks!

Greetings all,

In this situation and after viewing all of the relevant details I'm inclined to side with the player in this case (provided HighOverseer will agree that he is now fully informed of and willing to comply with the current policy in the future).

I am technically on holiday at the moment but will be back in the office (and on this case) next week, there is still some disagreement internally as to how it should be handled however I will do what I can to push it in your direction HighOverseer.

Best wishes,

Nick and Yebo

Dear Nick and Yebo Casino,

Thank you for your message and for taking the time to review this case in detail, especially while you are on holiday. I truly appreciate your willingness to look into the matter thoroughly and to consider the evidence provided.

I can confirm that I am now fully informed of the current, updated policy regarding freeroll tournaments, and I am willing to comply with these terms in the future. I am glad to see that the rules are now clearly outlined and updated within the casino’s terms.

Thank you again for your time, and I look forward to hearing the final outcome once your internal discussions are complete.

Kind regards,

Chris (HighOverseer)

Dear Nick & Yebo Casino,

I hope you had an enjoyable holiday.

Could you please provide any updates from your side regarding the matter?

Thank you.

Greetings all,

Very positive news, I have had the R2000 re-deposited into the casino account and requested for withdrawal. It should be approved relatively soon then we can push it through to payout.

Best wishes,

Nick and Yebo

Dear Nick & Yebo Casino,

I’m very pleased to hear about this positive outcome. Thank you for your cooperation and for escalating the matter appropriately.

Dear HighOverseer,

Could you kindly confirm whether the funds in question have been returned to your balance? May we consider this complaint resolved?

Thank you for your confirmation.

Dear Kubo, Nick, Yebo Casino, and the Casino Guru team,

Thank you for your assistance in this matter. I can confirm that R2000 (matching the withdrawal request I had made) has been reinstated to my account and the withdrawal was approved. I appreciate this positive outcome.

As I mentioned earlier in this thread, the total balance removed at the time of my withdrawal request was R2520,24, so the reinstated amount does not fully reflect this.

That said, I am satisfied to consider the complaint resolved at this stage unless you feel it appropriate to pursue the matter further.

Kind regards,

Chris (HighOverseer)

Dear Nick & Yebo Casino,

The player initially submitted the complaint stating a dispute amount of R2,000. However, we seem to have overlooked that the actual written-off amount was R2,500.

Would it be possible for you to consider processing the remaining R500 as well? This adjustment would help bring the matter to a fair and complete resolution.

Thank you for your time and consideration.

Greetings all,

On behalf of myself and the casino we agree with the player as stated above and consider this matter to be closed (or "resolved" if you prefer).

Best wishes,

Nick and Yebo

Dear HighOverseer,

Given the relatively small amount of the remaining funds, the fact that these funds were obtained through a free bonus, and your confirmation that this matter can be considered resolved, I will proceed with closing the complaint as resolved.

If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best regards,

Kubo