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I deposited $23.83 with the welcome bonus wheel spin and recieved a no wager $8. They do not specify this is considered bonus funds. My balance only showed as withdrawable cash i had $0 bonus money. And my account showed no active bonus under my bonus page. In there terms it states you cannot bet over $5 while wagering bonus money. I made one withdraw for $50 which left $60 in my account this time While playing i bought freespins in a game for $16. When i went to make a withdraw again for $150 they confiscated all of my funds for violation of terms for betting over $5 although i had no active bonus. I contacted casino in the chat and they stand by there confiscation even though the email sent to me clearly says "cannot bet over $5 while WAGERING BONUS".

(My withdrawl request was made in two separate requests one for $50 and one for $100)

Dear Johnwayne27,

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

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

• Have you contacted casino support and confronted them with the fact the rules they used for balance confiscation didn't apply?
• Could you please share a screenshot from your bonus history confirming which bonus was active on your account?
• If there is any supporting evidence, feel free to share it here as a screenshot, or send the information to my email at [email protected]

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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi, yes i contacted casino they say that because i recieved the $8 from the welcome spin i am playing with bonus money. I will get some pictures and send them. Did you get the ones from the emails i recieved?

The freespins from the tournaments were all after i submitted withdrawl.

And it does show the $8 bonus from the wheel spin there. It never said i had a bonus active though and there was not wagering included with it. There terms are not really clear. I wouldnt have a problem with not bettjng over $5 after receiving the wheel spin bonus. It should be clear that is the case though. Also it needs to be clear that your considerd to have a active bonus after receiving it as well even though your theres zero wagering and it goes directly to your withdrawable cash balance.



My gaming history is gone as well....only a few spins from the freespin bonus after i made deposit requests are available

Hello Johnwayne27, 

Thank you for raising your concern with us. 

We take matters like this seriously and will conduct a thorough investigation into your case. Our team will review all the details and terms applicable to your account and transactions. 

We will get back to you as soon as possible with an update. If you have any additional information to share, please feel free to reach out.

Thank you for your patience.

Best regards,

Kaylynn

Yakuza.bet

Hello Johnwayne27,

Thank you for reaching out to us. We have thoroughly reviewed your account activity and would like to provide clarification regarding the situation.

1. On December 13, 2024, at 01:31:12 AM, you made a deposit of $23.83 and received a bonus of $8 as part of our promotion.

2. Subsequently, on December 13, 2024, at 06:51:09 AM, you successfully completed a withdrawal of $50. At this point, there were no violations of our terms and conditions, and your account balance was $60 (inclusive of your deposit and bonus).

3. However, on December 13, 2024, at 08:07:53 AM, you placed a single bet of $16. Unfortunately, this action was in violation of our casino's rules.

As outlined in our terms and conditions:

"Any issued bonuses can only be used on slots and are by default limited to a maximum bet of 5 USD/EUR or equivalent until it has been lost or cashed out unless otherwise specified. Maximum bet limit includes bets doubling after a game round has been completed as well as bonus rounds (purchased within the game)."

In this instance, the bet of $16 exceeded the stated $5 maximum limit, which goes against our bonus policy.

We kindly request that you review the rules and conditions associated with our bonus offers to ensure compliance in the future. Should you have any further questions or require additional clarification, please do not hesitate to contact our support team.

Thank you for your understanding.

Best regards,

Frances

Yakuza.bet

Hello, Frances thanks for the reply heres my issues.

1. Why wasnt the $8 shown as bonus funds in my account? There was no indication I had an active bonus. recieving a cash reward with no wagering that goes directly to cash balance does not make it clear I am bound by the rules regarding issued bonus funds.

2. After recieving that $8 cash added to my cash balance am considered to be betting with bonus funds forever so long as i never cash out all of my balance? What if I leave $1 and then make another deposit am i still playing with bonus funds?

3. The email i recieved said funds were confiscated for betting over $5 while wagering bonus funds. Which you know is incorrect, I was not wagering.

4. If you really want people to follow your rules make them clear. Your terms you quoted here say "issued bonus funds are limited to $5 bet", your terms also say cash funds are used first then bonus funds. So I could bet over $5 untill my balance dropped below $8??? Or all all funds considered bonus funds after recieveing a no wager reward.

5. The limited bet amount while wagering is a pretty typical rule across platforms. It makes sense so bonus abusers cannot quickly complete wager requirements. What is your reasoning for betting limits on no wager bonus funds? Other then for a reason to confiscate funds!

If you truly take these matters seriously and are genuinely concerned with having a fair platform then

A. Make your terms clear.

B. Make it clearly show when you have an active bonus on your account.

C. Explain your reasoning behind the limited bet amount on no wager funds.

D. Dont wait untill withdraw requests to confiscate funds. Whenever possible dont let accounts be able to brake your terms in the first place. (I know actually limiting bets may not be doable but atleast make it obvious you have a bet limit active somewhere more visable then in your terms.)

Noone is going to brake your rules if they are aware of them and the consequences. Using unclear terms as an excuse to confiscate funds is predatory.

Frances, heres the email I recieved

Clearly says maxim ber DURING WAGERING.

Dear Johnwayne27,

We hope that we address all your questions below;

1. On December 13, 2024, at 01:31:12 AM, you made a deposit of 10.33488500 XRP -> 23.83 USD, around 01:34:34 AM you received the bonus of $8 as part of our promotion and that comes to a total of 31.83 USD which was reflected at around 01:38:04 AM on the same day on you wallet balance.

2. Kindly refer to our Bonus Terms and Conditions, it states that "In the case the Player has real money and bonus money in their account, real money gets exhausted first. As soon as bonus money is lost, the bonus is also lost." 

It means when a player still has a bonus balance, the player either loses it all or withdraws it all. If the player deposits in the middle, the player will not receive the bonus, because only one bonus can be activated at a time. Deposit Bonuses cannot be combined.

3. On December 13, 2024, at 08:07:53 AM, you placed a single bet of $16. Unfortunately, this action was in violation of our casino's rules.

4. When you receive a deposit bonus, it means that the deposit amount and the bonus amount are "locked" together as bonus funds and cannot be separated in any way. In the order of betting from the wallet balance, the deposit amount will be deducted first and then the bonus amount will be deducted. This is a normal game mode even in other casinos. Again kindly refer to our Bonus Terms and Conditions.

5. We believe in fairness, so there are no wagering requirements for any of our bonuses (in compliance with the Money Laundering Prevention Act, bonuses must be wagered at least once which is also mentioned in our Bonus Terms and Conditions). We kindly ask that you uphold the same fairness in return.

A. Thank you for sharing your feedback. While yours is the only report we've received about our terms being unclear, we appreciate your suggestions and will take them into consideration.

B. Kindly check this image for reference.

C. We believe in fairness, so there are no wagering requirements for any of our bonuses (in compliance with the Money Laundering Prevention Act, bonuses must be wagered at least once which is also mentioned in our Bonus Terms and Conditions). We kindly ask that you uphold the same fairness in return.

D. The current system is unable to implement this function yet, as the game cannot track whether you have received the bonus or enforce a betting limit. Instead, the player's betting activity is reviewed only when a withdrawal request is made.

Again, thank you for sharing your feedback. While yours is the only report we've received about our terms being unclear, we appreciate your suggestions and will take them into consideration.

Best regards,

Kaylynn

Thanks both parties for the discussion on the topic.

We acknowledge the bonus balance, when active on the account warrants the application of bonus terms and conditions, including the maximum bet allowed.

Dear Kaylynn from Yakuzabet Casino,

Johnwayne27 seems to argue the bonus amount wasn't marked as bonus money. According to your most recent screenshot, the amount should have been visible as locked by bonus.

Could you please confirm this is the case for this particular bonus as well in any way?

Dear Johnwayne27,

Have you made a screenshot from your account regarding the real money and bonus money left on your account that you might share contradicting the casino's argument the amount was visible as bonus money in your account?

Dear Tomas,

Thank you for your message. I appreciate the opportunity to address and clarify this matter.

Upon reviewing the details, I can confirm that the bonus amount in question was accurately marked as bonus money and displayed as such in Johnwayne27's account. Per our system and standard procedures, this amount would have been clearly indicated as locked by the bonus.

While we cannot provide proof specific to Johnwayne27's account, kindly refer to the attached image as an example of how bonus money appears as locked within our system.

If Johnwayne27 has any screenshots or evidence that suggests otherwise, we would be more than happy to review them to ensure full transparency and accuracy in resolving this issue.

Please don’t hesitate to reach out if further clarification is needed.

Best regards,

Kaylynn

Yakuzabet Casino

I did not take a screen shot at the time.

Now your saying that the $8 was seperate as a locked bonus? That is just not true.

My balance never showed a locked bonus. Why would it the $8 was no wagering reward from the wheel spin!

You didnt answer most of my questions. And now your just strait lying.

If i had a locked bonus then how was i able to make my first withdrawal?

Your saying that to be fair your bonuses have no wagering requirements... then why would they even be locked?

Which mine most certainly was not.

If it would have been I would have complained right then seeing how it was advertised as wager free.

Your contradicting yourself. For sure you lost me as a customer I will not deposit with you again.

Thank you Tomas!! I really appreciate what you and all of casino guru do!

After i made my withdraw requests and they were denied my complete balance was confiscated even the left over amount I didnt try to withdraw. (Which was not much. Not more than a few dollars.) So theres no balance to take a screen shot of.

We believe in fairness, so there are no wagering requirements for any of our bonuses (in compliance with the Money Laundering Prevention Act, bonuses must be wagered at least once which is also mentioned in our Bonus Terms and Conditions). We kindly ask that you uphold the same fairness in return.

We believe in creating a balanced and enjoyable gaming environment. While we strive to maintain fairness by implementing transparent policies, we kindly ask players to reciprocate by adhering to the rules set forth in our terms and conditions.

If our policies or rules do not meet your expectations, we respect your decision to discontinue using our services at any time. Thank you.

Best regards,

Kaylynn

Your either delusional or intentionaly being deceitful.

Your terms are far from fair and transparent.

You blatantly lied to Tomas, saying my bonus was in my locked balance even though it was not because it had no wager requirements.

Your only partially answering some of my concerns for appearances.

You know what you are doing. Get a real job! Scamming gamblers is pretty scummy work.

Thanks to both parties for your responses.

Dear Kaylynn from Yakuzabet Casino,

Is it possible for players to request a withdrawal while they have the bonus balance locked, such as when a no-wagering bonus amount is credited?

Dear Tomas,

Yes, players can request a withdrawal, but the locked bonus amount cannot be withdrawn.

Best regards,

Kaylynn

Yakuzabet Casino

You can withdraw your balance including your winnings while you have a locked bonus? You said up there, (#4) that when you have a bonus your funds are locked together as bonus funds... so your winnings are not considered to be won using bonus funds? So again what is the point of it being locked if you dont have to wager it it doesnt effect withdrawls... what does it being locked mean and how do you unlock it??

Dear Johnwayne27,

The player's wallet will have two parts (withdrawable and locked). The more the player bets, the locked amount will gradually decrease until the locked amount reaches zero. The withdrawable part can be withdrawn at any time.

Best regards,

Kaylynn

Yakuza.bet

I apologize for the late reply.

Please allow us more time to discuss the case internally. I'll post any updates here.

Thank you Tomas!,

Kaylynn, that answer makes no sense im not going to go back and forth with you though. Ill let Tomas handle it

Dear Yakuzabet Casino,

Please let me share a few observations:

If a bonus has no wagering specified in your specific terms and conditions, it translates to real money immediately without the need for wagering.

You at the same time designate the bonus as having no wagering and at the same time require the player to wager the bonus once in order to unlock it

The locking of funds means the wagering of the bonus cannot be zero or 'no wagering'.

If you are taking into consideration the promotional terms the player shouldn't be limited by how he uses the funds.

Therefore we believe the fact the player bought 16€ worth of spins doesn't represent an unfair advantage for the player and the player shouldn't be penalized by winnings confiscation.

We would kindly ask you to reconsider your position and restore the player's winnings.

I'll await your reply.

Dear Johnwayne27,

At Yakuza.bet Casino, we believe in providing every player with an enjoyable experience. Regarding the payment issue you mentioned, we have reviewed it and confirmed that it was our negligence. We sincerely apologize for any inconvenience this may cause.

Thank you for your valuable feedback, which helps us improve. We have refunded the deducted balance in full to your wallet. 

Thank you for your understanding and support.

Sincerely,

Yakuza.bet team

Thank you yakuza.bet for clearing this up i apreciate it!

And thank you Thomas you and the whole casino.guru team are amazing! Im glad i found you all!

Dear Johnwayne27,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Tomas

Casino.Guru