Yugibet Casino - Pelaajan voitot on takavarikoitu.

Yugibet took my €675 winnings from the first deposit bonus back to them. They just claim that I broke some rule, but when I ask customer service what the reason is, the answer is: I don't know.

Or there will be no answer at all.

I completed the bonus wagering according to the rules. The deposit was €75 with a 100% bonus and the maximum withdrawal was 10x the deposit and I got it.

They delayed my withdrawal by all means and finally decided to take away all the winnings.

The only response from customer service after that "I don't know" comment is this:

We understand that you may be disappointed with the outcome of the decision made by the relevant department.

Please be informed that our decision is final and was made in accordance with our terms and conditions.

But they refuse to tell us what the reason is.

Yugibet veti 675€ voittoni ensi talletusbonukselta takaisin itselleen. Väittävät vain että olen rikkonut jotain sääntöä, mutta jos kysyn asiakaspalvelusta, että mikä on syynä niin vastaus on: En tiedä.

Tai sitten ei tule vastausta ollenkaan.

Suoritin bonuksen kierrätyksen ihan sääntöjen mukaisesti. Talletus oli 75€ 100% bonuksella ja maksiminosto oli 10x talletuksesta ja sen sain.

Viivyttivät nostoani muutenkin kaikin keinoin ja lopulta päättivätkin ottaa koko voitot pois.

Ainoa vastaus tuon "En tiedä" kommentin jälkeen asiakaspalvelusta on tämä:

We understand that you may be disappointed with the outcome of the decision made by the relevant department.

Please be informed that our decision is final and was made in accordance with our terms and conditions.

Mutta eivät suostu millään kertomaan että mikä se syy on.

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Hello,

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

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

• Was your account blocked as a result of the alleged breach of casino terms and conditions?
• Have you made sure to adhere to the maximum bet rule during the time you wagered the bonus?
• Have you passed account verification in the casino?
• 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

Hello!

No, my account has not been blocked, just the winnings were taken away due to an alleged rule violation, but they refuse to tell me which rule I broke.

Yes, I followed the maximum bet rule throughout the entire wagering period.

Yes, my account has been verified at the casino. They did reject a lot of the pictures I sent that were fine for other casinos. Finally, when I got my account approved, they only took the money.

Hei!

Ei, tiliäni ei ole estetty, vain voitot vietiin väitetyn sääntörikkomuksenvuoksi, mutta eivät suostu kertomaan, että mitä sääntöä olen rikkonut.

Kyllä, noudatin koko kierrätyksen ajan maksimipanossääntöä.

Kyllä, tilini on vahvistettu kasinolla. He hylkäsivät kyllä paljon lähettämiäni kuvia, jotka ovat muille kasinoille kyllä kelvanneet. Lopulta kun sain tilini hyväksyttyä, niin sitten veivät vasta rahat.

Dear miskav,

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

I would now like to ask Yugibet 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!

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 have tried to contact the casino repeatedly but had no success. 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. In the meantime, I recommend you contact the MADRE – an alternative dispute resolution service (https://madre-online.eu/file-a-claim/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter