YaaCasino - The player's cash back bonus was not credited.

I have been playing on YaaCasino for a decent amount of time now. They offer a daily 10% cashback on losses made on slots.

So far I have received several succesful cashbacks.

On the 9th of june I deposited a total of 5500 euro's. I also cancelled a pending withdrawal of in total 5495 euro's that day, which I know does not contribute to cashback but just to make the story complete. I have been playing live casino games & slots that day and the next day I received no cashback. I e-mailed them and they told me I did not play slots on a totally different day I wasn't talking about. I responded that it's the wrong date and showed screenshots of the 9th of june I did play slots and can prove I've spend thousands on it.

Now I received this message:

After looking at your history, it appears that the amount of your winnings exceeded the amount of your losses on the 09/06, which is why the system didn't credit the bonus.

I did not make any withdrawals everything is pure loss, for some reason they're trying to not pay me anything at all and don't offer solutions. I want my cashback credited to my account.

Hello Mahaxo,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with YaaCasino. Please allow me to ask you a few more question before we would move forward.

Could you please advise what was your beginning balance and finishing balance for the day you want to receive the cash back bonus? Can you access your betting history and forward it to nikolas.b@casino.guru please? When was the last time you contacted the casino and what did they respond regarding this case?

Looking forward to your answer.

Regards,

Nick

Gaming history can't be seen in the account panel.

Total deposit was 5500 and ended with 0 euro's. (The cancelled withdrawals aren't counted with this)

Hello Mahaxo,

So you lost your last deposit and the canceled pending withdrawal as well? Can you please forward your communication with the casino to nikolas.b@casino.guru?

Regards

Has been sent.

Thank you Mahaxo for all information. We would however still need to see your betting history to see the win:loss ratio. I will now forward your complaint to my colleague Matej who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Mahaxo,

I am sorry to hear about your troubles.

I would like to invite the casino representative in the case:

Could you please send me Mahaxo's game log from the 9th Jun?

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’.

Hello Mahaxo,

Unfortunately, the casino is non-responsive.

Please be so kind as to submit your complaint directly to the casino's regulator:

Visit: https://www.gaming-curacao.com/ and click on: contact us.

Fill in the form there.

Your complaint should contain.

1) Your personal information:

name and surname

your country of residence

your age

2) Complaint body must include:

casino name + website + license (license No. 365JAZ)

your login (username) and email in an online casino (with which you had registered the account)

then describe what has happened as thoroughly as possible (including the sum of money you are challenging)

3) Attach a link to this complaint + email files (screenshot images or email correspondence) that prove you have already tried to resolve the problem with the casino.

Copy the info from the form, and just for sure, send it also to info@gaming-curacao.com

Please let me know when you submit your complaint to the regulator.

Dear Mahaxo,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.