YallaBet Casino - Dobici igrača su konfiskovani.

I played in the casino, sometimes I withdrew funds. I made a lot of deposits, because the casino gave a bonus of 250 free spins for a deposit of 20 euros. I played one game Royal hot, which is in the Bonus Play section, that is, in games allowed for a bonus. When I spun the wager on this game several times, and also took the winnings from the Gamzix tournament, my balance was 687 EUR. It was June 8. I made a withdrawal, but they told me that an additional check was needed and today I received two letters in the mail. The casino said that it would convert all the winnings into a bonus and that they would not pay out my winnings. Also in the chat they said that I could use the bonus only for fun and that I would not get any winnings from it, even if I spun the wager. That's how the casino stole 686 euros from me. I hope you can help. I am attaching screenshots of the letters, withdrawal history, and the bonus they converted my real funds into.

Я грав в казино, інколи виводив кошти. Робив чимало депозитів, бо казино давало бонус 250 фріспінів за депозит 20 євро. Я грав в одну гру Royal hot, яка знагодиться в розділі Bonus Play, тобто в іграх дозволених для бонуса. Коли я відкрутив кілька разів вейджер в цю гру, а також забрав виграш з турніру Gamzix то в мене на балансі стало 687 EUR. Це було 8 червня. Я зробив виведення коштів, однак мені сказали, що треба додаткова перевірка і сьогодні я отримав два листи на пошту. Казино сказало, що конвертовує весь виграш в бонус і що вони не виплатять мій виграш. Також в чаті вони сказали, що бонус я можу використати лише для розваги і жодні виграші я не отримаю з нього, навіть якщо відкручу вейджер. Ось так казино вкрало в мене 686 євро. Надіюсь що ви допоможете. Прикріпляю скріншоти листів, історії виведення і бонусу, на який вони перетворили мої реальні кошти.

Dear igorganja14,

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.

• Could you please advise if you have played with this bonus before?
• How much money did you have in your casino account before receiving the tournament winnings?

Additionally, if there is any other relevant communication between you and the casino, please forward it to [email protected]. Alternatively, you can post it here.

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

No, I haven't played with these bonuses before. Before receiving the winnings, it was more than 200 euros. The winnings were 400 euros.

Ні, раніше не грав з цими бонусами. До отримання виграшу було більше 200 євро. Виграш склав 400 євро.

Thank you very much, igorganja14, for your cooperation. I will now transfer your complaint to my colleague Adam ([email protected]) 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 igorganja14,

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

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

Dear YallaBet Casino,

Can you please provide a more detailed explanation regarding the decision to convert the player's winnings to bonus money?

Kind regards,

Adam

Hello igorganja14, Kristina, Adam,

We wish to provide the following context and position.

This individual has been identified as a high-risk, fraudulent player whose intention is not to participate in gaming for entertainment, but rather to exploit the casino for financial gain. This conduct directly contradicts both our Terms & Conditions and our commitment to responsible gaming.

Key points of concern include:

• Prior to the complaint, the player had already been contacted and explicitly warned about their gameplay patterns. We made it clear that their approach—focused solely on systematically generating profits rather than recreational play—was unacceptable and incompatible with our platform’s purpose.

• The player deposited and withdrew €460, completing a full cycle of deposits and withdrawals without any complications.

• He accessed our platform using a VPN, which is strictly prohibited. Upon being contacted, he admitted this and claimed he could not access the casino otherwise due to restrictions in Ukraine. Once informed that VPN usage is not allowed, he disconnected it and was able to log in without issue—confirming that access was indeed possible from his actual location.

• When his GGR (Gross Gaming Revenue) turned negative, the player proceeded to make new deposits equal to the negative GGR amount, despite already having a balance in his account. This was a clear attempt to reset his GGR to zero and become eligible for a new withdrawal.

• During this period, a temporary technical issue occurred on our website where the "transaction history" page was not accessible by players due to a bug from the casino platform provider. Nonetheless, he kept a detailed record of his deposits and withdrawals and kept making calculated deposits, suggesting an effort to exploit the system for financial gain.

• On multiple occasions, he made deposits while holding a real-money balance, again reinforcing that his primary aim was not gameplay but manipulating system metrics to trigger withdrawals.

In summary, this player exhibits a pattern of strategic behavior designed to bypass fair play standards and misuse the platform. His approach raises serious concerns and reflects a clear intent to use the casino as a means of generating income, directly opposing our policies and the spirit of responsible gaming.

Please let us know how best to proceed and if further information is required.

Hello YallaBet Casino,

Many thanks for your response and explanation. Please see my reply via email.

Kind regards,

Adam

Hello Adam,

We have replied to your email.

Regards,

YallaBet Casino

Hello all,

This case is still being discussed with the casino via email, and further information has been requested.

I will post again when there is a further update.

Kind regards,

Adam

Hello all,

Adam, further information and clarification were provided via email.

Regards,

YallaBet Casino

Hello igorganja14,

I am still reviewing the information received from the casino, but can I please ask you to clarify some details:

• Did you use VPN while accumulating your winnings?
• Did you complete the wagering requirements before requesting a withdrawal?

Kind regards,

Adam

Congratulations! I did not use a VPN when accumulating my winnings.

However, I want to explain why I used a VPN at the beginning of the casino game. I tried to enter the casino with Google Chrome, but the casino page did not load. I attach a screenshot. When I turned on the VPN, the loading was happening, so I thought that my Internet provider had blocked this website. And I started playing with a VPN. When I played with a VPN, the casino withdrew a small amount from me, but they said that it would not be possible to play with a VPN. So I tried to enter the casino site with Firefox and it worked for me. After that, I entered the casino site exclusively from the home Internet with the Firefox browser.

Yes, I have fulfilled all the wagering requirements for both the bonus and the deposit. However, the casino decided not to pay out the winnings citing their AML rules.

Вітаю! Під час накопичення виграшу я не користувався VPN.

Проте хочу пояснити, чому я використовував VPN на початку гри в казино. Я спробував зайти на казино з google chrome, однак сторінка казино не завантажувалась. Прикріплюю скріншот. Коли я ввімкнув VPN, то завантаження відбувалося, тому я подумав, що мій інтернет провайдер заблокував цей вебсайт. І почав грати з VPN. Коли я грав з VPN то казино вивело мені невеличку суму, однак повідомили, що з VPN грати не можна буде. Тому я спробував зайти на сайт казино з firefox і в мене це вийшло. Після цього я заходив на сайт казино виключно з домашнього інтернету з браузера firefox.

Так, я виконав всі вимоги щодо відіграшу як бонусу так і депозиту. Однак казино вирішило не виплачувати виграш пославшись на їх правила AML.

Hello igorganja14,

Thank you for your response. You mentioned you attached a screenshot, but we do not seem to be able to find it, can you please share it again?

Additionally, according to the evidence provided by the casino, you used the VPN up until at least 06/06/2025, when you requested a withdrawal for EUR 117. Can you please clarify at which point the disputed amount has been accumulated?

Kind regards,

Adam

Unfortunately, I can't provide a screenshot because I'm not at home. From my home internet, I can access the casino from Firefox, but not from Chrome. I accumulated my winnings without a VPN, including the tournament prize. 117 euros is the approximate amount of deposits I made. I wanted to upload a screenshot of my deposit and withdrawal history, but I don't have access to it from my account.

На жаль я не можу вже надати скріншот, бо я знаходжусь не вдома. З домашнього інтернету в мене заходить на казино з фаєрфокса однак не заходить з хрома. Виграші я накопичив саме без VPN, в тому числі приз за турнір. 117 євро - це приблизна сума депозитів, яку я вносив. Хотів скинути скріншот історії депозитів і виведень, однак я не маю доступу до неї зі свого акаунту.

Thank you igorganja14,

I have requested the full relevant histories from the casino so we can review everything thoroughly. I will update again when they have been received.

Kind regards,

Adam

Hello,

Just to keep you in the loop, I have now received additional information from the casino. I will be reviewing the case again to make sure everything has been addressed, and will post an update shortly.

Kind regards,

Adam

Hello igorganja14,

In addition to the use of VPN, the casino has provided evidence that you have made multiple deposits and claimed multiple bonuses, and that on many of these occasions have repeatedly tried to request a withdrawal before completing the necessary wagering requirements. Additionally, due to the use of VPN, the casino states that you have accumulated winnings by playing games that would usually be restricted to players from your country.

Can I ask you to comment on this, please? Can you explain why you have tried to make withdrawals after just a few minimal bets?

Kind regards,

Adam

This is a blatant lie! I used a VPN from my country (Ukraine). When I managed to log in with Firefox, I was only logging in from there from my home IP address, and I am in Ukraine. That is, I was only logging in to the casino site from my Ukrainian IP. It seems that the casino is already starting to make up real fairy tales just to avoid paying out the winnings.

I only tried to withdraw funds once without fulfilling the wagering requirements. This was before the first withdrawal. Then I asked support. They told me that the deposit amount had to be wagered 3 times. After that, I made the required turnover amount each time. It seems that the casino started giving you deliberately false information. This is complete nonsense.

Це відверта брехня! Я використовував VPN своєї країни(України). Коли в мене вдалося зайти з фаєрфокс, то я вже заходив лише звідти з домашньої айпі адреси, а я знаходжусь в Україні. Тобто я заходив на сайт казино лише з українського айпі. Схоже казино вже починає вигадувати справжні казки, аби тільки не платити виграш.

Я лише одного разу пробував вивести кошти не виконавши умови відіграшу. Це було ще перед першим виведенням коштів. Потім запитав в підтримці. Мені сказали що суму депозиту треба відіграти 3 рази. Після цьогоя кожного разу робив необхідну суму обороту. Схоже казино вам почало надавати завідомо неправдиву інформацію. Це ж повна маячня.

Hello igorganja14,

Thank you for your response. Can I ask if you have any record of the conversation with the support regarding the wagering requirements? Can I also clarify with you, when you did use the VPN, it was still a Ukrainian IP address?

Kind regards,

Adam

Unfortunately, there is no recording of conversations. The casino website does not store conversation history.

That's right, using a VPN I logged in from a Ukrainian IP address. And I played 95+% of one game Royal hot from Gamzix. You can check that it is available from Ukraine, so it didn't make sense for me to change the IP.

I asked the support team how to use the site without a VPN, maybe there are some mirrors, but they didn't help me. I'm attaching a screenshot of one of the emails.

На жаль, запису розмов немає. На сайті казино не зберігається історія розмов.

Саме так, використовуючи VPN я заходив з української IP-адреси. Та й грав на 95+% в одну гру Royal hot від Gamzix. Можете перевірити, що вона доступна з України, тому мені не було сенсу змінювати IP.

Я запитував в служби підтримки як можна користуватись сайтом без VPN, можливо є якісь зеркала, але мені не допомогли. Прикріплюю скріншот одного з листів

Hello igorganja14,

Thank you for your reply. I am again checking some details with the casino, and will post again shortly with more information.

Kind regards,

Adam

Hello igorganja14,

I have been reviewing this case again, and need to check some more details with you.

You mentioned that you played with the VPN until you were warned about using one, and that you then tried a different browser and were able to play without a VPN. Unfortunately you couldn't provide the screenshot of this that you mentioned. However, according to the evidence from the casino, you have continued to use a VPN for multiple bonuses and only stopped using a VPN at the point of claiming the last bonus you used. Can you clarify how many times you have been warned about using the VPN, and about the outstanding wagering requirements?

Additionally, you mentioned that you only tried to request a withdrawal without completing the wagering once, and then completed all wagering requirements for both the bonuses and deposits before requesting a withdrawal. This is not reflected in your transaction history. It also seems you have made multiple additional deposits while having an active bonus balance that also were not wagered before a withdrawal was requested - can you please explain why?

Kind regards,

Adam

1. I am providing the screenshot I mentioned and also providing a video of the problem. This is so that you can understand why I used a vpn.
2. I stopped using VPN when I installed the Firefox browser and was able to use the site without VPN.
3. I was warned twice about vpn. Once before the first withdrawal of funds. However, the funds were withdrawn and I thought that the casino was loyal to vpn. When I was warned a second time and told that the funds would be withdrawn only without vpn, I started looking for a solution, because the casino had a significant amount of my funds that I wanted to return. And I found this solution when I downloaded another browser.
4. I was only warned about unfulfilled wagering requirements once. Before the first withdrawal. I made the required turnover (x3 of the deposit) and then I was already withdrawn.
5. I did not make additional deposits while having an active bonus balance. I either wagered the bonus or lost the bonus before making a deposit.

1. Я надаю скріншот, про який згадував а також надаю відеозапис проблеми. Це для того щоб ви зрозуміли чому я використовував vpn.
2. Я перестав використовувати vpn тоді, коли встановив собі браузер firefox і зміг користуватися сайтом без vpn.
3. Мене двічі попереджували про vpn. Один раз перед першим виведенням коштів. Однак кошти мені вивели і подумав що казино лояльне до vpn. Коли мене попередили другий раз і сказали що кошти виведуть лише без vpn я почав шукати рішення, бо в казино була суттєва сума моїх коштів, які я хотів повернути. І я знайшов це рішення, коли завантажив інший браузер.
4. Про невиконані вимоги щодо ставок мене попереджували лише один раз. Перед першим виведенням коштів. Я зробив необхідний оборот(х3 до депозиту) і потім мені вже вивели кошти.
5. Я не робив додаткові депозити, маючи активний бонусний баланс. Я або відігрував вейджер на бонусі або програвав бонус перед тим як робити депозит.

Hello igorganja14,

After much discussion with the casino, they have offered the following as a resolution to this complaint:

• A bonus equivalent to the net gain of €226 (from total winnings €686 minus already withdrawn €460) will be credited to the player’s account as a bonus balance. 
• This bonus will be subject to a 35x wagering requirement.
• Wagering must be completed exclusively on the following games by Evoplay; 
• Curse of the Pharaoh
• Tree Of Light
• Treasure Mania
• Raccoon Tales
• Rise of Horus
• Fruit Burst
• Nuke World
• Hot Volcano
• Candy Dreams Sweet Planet
• Hot Mania
• Once the wagering is successfully completed, the €226 will be eligible for withdrawal.
• Following the completion of this bonus round—regardless of the outcome—the player’s account will be permanently closed. (If withdrawal is requested, it will be transferred before the account is closed.)
• Deadline until July 31, 2025
• This is a final and exceptional gesture, after which we consider the matter resolved.

Please let me know if you find this acceptable.

Kind regards,

Adam

This offer is absolutely unacceptable. Firstly, I have only made deposits to this casino for more than 460 euros. Secondly, I won a prize in a network tournament from Gamzix - this is another 250 euros, which is credited by the provider itself. not the casino. Thirdly, I played absolutely honestly and, apart from the VPN, did not violate any casino rules. And even then, they first withdrew funds from the VPN, and when they made a second remark, I found a solution. I have provided you with video evidence of my words. I am absolutely and completely open and honest and demand that the casino return my funds in the amount of 686 euros. The casino's offer resembles ordinary fraud. By its actions, the casino demonstrates a negative attitude towards players and does not want to pay out even a winning of several hundred euros (because the provider provided 250 euros). Therefore, in addition to paying out the winnings, I demand a reduction in the casino's security index to a low one in order to warn players who may find themselves in the same situation as me.

Ця пропозиція абсолютно неприйнятна. По перше, я тільки депозитів в це казино зробив більше ніж на 460 євро. По друге, я виграв приз в мережевому турнірі від Gamzix - це ще 250 євро, які нараховує сам провайдер. а не казино. По третє, я грав абсолютно чесно і окрім vpn не порушив жодного правила казино. Та й то, вони спершу вивели кошти з vpn, а коли зробили друге зауваження, то я знашов рішення. Відеодоказ своїх слів я вам надав. Я абсолютно і повністю відкритий і чесний і вимагаю щоб казино повернуло мої кошти в сумі 686 євро. Пропозиція казино скожа на звичайне шахрайство. Своїми діями казино демонструє негативне ставлення до гравців, і не хоче виплачувати навіть виграш в кілька сотень євро(бо 250 євро надав провайдер). Тому окрім виплати виграшу я вимагаю зниження індексу безпеки казино на низький, щоб попередити гравців, які можуть потрапити в таку ж ситуацію як я.

Hello,

I understand the player's last statement in response to the casino's offer, and we have been discussing the case further internally.

The casino has provided a number of reasons to support the decision to confiscate the player's funds, or at least convert them into a bonus that cannot be withdrawn, and we find the evidence to be mostly insufficient in disproving the player's version of events or justifying the casino's actions.

However, the casino states that the main factor in this case is the player's use of VPN. While I understand the reasons provided by the player for doing so, VPNs can work a little differently to a normal internet connection, and so we believe this must be looked into further to substantiate the claims of both the player and the casino. I am therefore extending the timer while this is being checked, and will report back with a conclusion as appropriate.

I thank you for your continued patience.

Kind regards,

Adam

Hello all,

As our investigation regarding the VPN is still ongoing, the timer will be extended for a further 7 days. I hope to be able to post our findings thereafter.

Kind regards,

Adam

Dear igorganja14,

As mentioned, we find the evidence provided by the casino to be insufficient in supporting their decision to essentially confiscate your funds.

The main factor was the use of a VPN, but we have not been able to determine that any unfair advantage has been gained by this - if anything further does come to light, we may reassess this case.

As it stands, we believe that the casino has every right to cease offering their services to you, but should pay you the winnings previously accumulated upon doing so.

Consequently, we will close this case as ‘unresolved’ in our system, and I recommend you register a complaint with the relevant regulator, Anjouan Gaming, if you wish to pursue the matter further. You can do so by clicking on the license validator at the bottom of the casino website and using the relevant form. Please let me know how they respond ([email protected]).

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

Kind regards,

Adam