Yabby Casino - Player accused of terms violation and locked out.

I won a little over $100 on one of the free spins promotions. I met all of the requirements to cashout, provided all of my KYC documents, sent my request for the cashout and received a letter from their finance dept that my request was being denied because I had used multiple bonuses without a deposit and I had violated their t&c by having multiple accounts.

I had never heard of them before I signed up with them,and have only used one username (with 2 variations,due to name length limits, those being QuarterMasterDUG or QrtrMstrDUG. They would not tell me the other account name or email address that i waa being accused of having used, so there is no way I can confirm nor deny, but like I said, I have never used another name but those two. I even tried the shorter version and couldn't login, so I know I didn't break their t&c.

I was also told initially by their support staff that I may need to make a deposit prior to withdrawing the funds to keep finance happy. But after I sent my response to them, requesting more information, I have since been locked out of my account,and can not respond to them from their site. I have sent a few emails, requesting support or some communication, but have been flatly ignored entirely.

Hello QuarterMasterDUG,

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

Could you please advise if your account got verified after all? Did they provide any kind of evidence of the multiple accounts? How many bonuses did you claim and when was the last time you deposited? Is your account currently open or blocked?

Looking forward to your answer.

Regards,

Nick

Nick,

Thank you for your response to this matter. Here is what I can tell you. When I won the the money, it was on one of the bonuses that they had emailed me. I got lucky and after the playthrough requirements were met, I sent their support an email, asking them about what to do next. My apologies, the same thing has happened at another site, and I got the two of them confused when I wrote the complaint the other night. Yabby did say what the other account name is, but since it's not mine, and I have no way to login into it, the account/user name does me no good whatsoever. I also cannot recall how many of the bonuses I had accepted prior to this one. I know for sure that there was the welcome bonus from when I first registered, and there may have been one or two others (I recently moved from California, and don't know many people here in Colorado, so I have lots of free time on my hands, and this is a good method of keeping from going stir-crazy, you know?) Also, I hadn't made any deposits to this point. My account at Yabby says "This login is restricted at the moment."

Here is the email I sent them initially:

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Withdrawal Question

Do*****

Feb 7, 2024, 11:27 AM

to Yabby

Good Afternoon,

I redeemed the attached offer, and with some luck turned it into $200.00+ after play-through. I did not see on it what the minimum/maximum were for withdrawals, but I believe I am above the minimum.

This is the first time that I am withdrawing winnings from your establishment and wanted to know if I also need to provide you with KYC. I did see through your chatbot that a verification deposit will be required, and that's fine, however, in the paperwork I've found, it does not say how much that deposit needs to be.  

And from the time I submit the withdrawal request, until I receive the cash out, what does 'Instant Withdrawal' mean?

Please let me know at your earliest convenience.

Kind Regards,

Doug O****

D*****@gmail.com

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Here is the response I received back:

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Yabby Support <support@yabbycasino.com>

Feb 7, 2024, 11:46 AM

to me

Hi Doug,

Hope that you are well and safe.

Unfortunately, your winnings from the free money promotion have been declined.

You have opened more than one account where only free promotions were used,

which is against the rules:

Each Player is allowed to have one User Account. Should the Casino establish that

a Player has opened more than one User Account, the Casino reserves the right to close

all Player's accounts while all possible winnings and bonuses would be considered annulled and void.

https://yabbycasino.com/terms-and-conditions

Please, refer to the following account as your only active one: "CaptSayVaHo".

Kind Regards,

Yabby Support

Your request number: 3986808

======

I was upset. Mostly over being accused of cheating, and I went through a few drafts before finally calming down enough to not sound like a jackass in my response.

(Continued)

(Continued...)

Here was my response to their canned denial letter:

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Doug O <d*****.com>

Feb 11, 2024, 7:21 AM

to Yabby

Support,

This is like my fifth attempt at responding to the damned insult of an email. I apologize in advance, but I am being doubly punished here, for something that is not my doing.

You have graciously tried to remedy this my restricting access to the one account that is mine, and instructing me to access that other account. In order to do so, you will first have to give me the following information: a) the email address for that account.and.the password for that email account, because if I'm logging in to the Yabby acct, I will likely have to verify. b) the cell number for the acct is likely going to be needed as well. c). the pwd for the yabby acct. Obviously, if you expect me to use it then you'll have to throw me a bone here and give me the password. But while you're doing all of that, is it good practice to give out confidential information to people who the acct doesn't belong to?  

It's one thing to be accused of cheating and breaking your rules, but it's entirely a different beast when you can see the process in action, how it screws people out of their winnings and continues the process.

What I'm talking about is this: you accuse me of cheating by having two accounts. you disable the one that you know is mine, and tell me to use the 'other' one. But that's quite impossible, since it's not my account. Now, I think to myself, if I want to play at Yabby, then I have to create another account. I do, and a short.time later I win some money and attempt cash out, only to be told again that I have violated your terms, but am being forced into them, not by my own choosing, but at your direction.

Since I have no way to access that other account you've mentioned, since it's not mine, unless you can reinstate my account, and honor the payout for the amount that was in that account, you will have achieved what you appear to have been working towards and pushed me away as a patron and customer.

I await your response...

Doug Owens

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After a week of waiting from some sort of response by email, because no one was responding to chat requests (I don't have the logs of those, sorry. I really didn't think there was an avenue to take, other than emailing them myself), and in utter exhaustion over the matter, I sent them this, in hopes of at least getting someone there to respond to me with something, anything at all:

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Doug O <dc*****@gmail.com>

Feb 18, 2024, 5:33 PM

to Yabby

Support,

i really dont understand what is happening here. I cannot login to my account, and cannot claim the money i won.

And the worse part is i cant get a response from anyone about this. Your casi NJ o came recommended but i fear this has been a valuable learning experience.

Since youve already locked me out of my acct, please go ahead and close or delete both of the accts in question. Since you claim them to belong to me, then remove them. Please provide me with confirmation that this request has been completed.

Thank you.

D****O****

======

And, still nothing from them regarding this. I still continue to get their promotional emails on the regular, to my account. But I can't login to my account, because they have it 'restricted' and I don't have the credentials to the other account.

I was the victim of identity theft in early 2021. Because of that, I was unable to claim unemployment when laid off work due to COVID-19 related causes (someone had already used my identity to claim benefits, and I have about a dozen hits to my credit report that aren't mine and I'm in the process of fighting, so this really doesn't surprise me in the slightest, to be honest.

The other casino that I received a letter from, and confused it with Yabby, was from Cool Cat Casino. With the exception of mentioning the supposed other account belonging to me, the letters appear to be identical, which is why I called it a canned denial letter. It could have come from the platform they use, or it could be that they are operated by the same company, but that doesn't really matter anymore.

I do appreciate you guys looking into this, and into the other complaint I sent in about EuroBets.

Many Thanks,

D**** O****

Hello QuarterMasterDUG and thank you for the information provided. As we will need proof from the casino regarding the multiple accounts, your complaint will be now forwarded to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

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

I would now like to ask Yabby Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

Hi QuarterMasterDUG,

Hi Peter,

Thank you for reaching out to us.

Upon the second review, we found that your winnings were removed on 2/7/2024 at 13:46:46 due to multiple account violations.

It appears that you (QuarterMasterDUG) created two accounts within a very short period (7 days timeframe) and availed yourself of our welcome promotions on both accounts. Both accounts were found to have identical personal information. If necessary, we can share these details with the site administrator to dispel any doubts about our decision.

According to our casino rules, each player is allowed only one user account:

https://yabbycasino.com/terms-and-conditions

5.1. Opening a User Account

b. Each Player is allowed to have one User Account. Should the Casino establish that a Player has opened more than one User Account, the Casino reserves the right to close all Player's accounts while all possible winnings and bonuses would be considered annulled and void.

Therefore, in accordance with these rules, your winnings from the account associated with the information you provided have been removed, and that account has been closed. However, you (QuarterMasterDUG) are welcome to continue playing on the second account that we have left active.

If you are unfamiliar with the login information for that account, please contact us at support@yabbycasino.com so we can provide you with the necessary details.

We regret any inconvenience caused by this situation, but we were obliged to remove the winnings due to the aforementioned violations. We hope that this will not affect your overall experience and that you will give us the opportunity to demonstrate that we are among the best in the industry!

Best Regards

Daniel Moore 

Yabby Management

Thank you for the update Yabby Casino representative. I would appreciate it if you could forward any supporting evidence to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hi Peter,

As per your request the required information`s were sent to your personal email.

If you need any more additional information`s, please do not hesitant to contact us again.

Kind Regards

Daniel Moore

Yabby Management

Thank you for providing me with the information Yabby Casino representative.

Dear QuarterMasterDUG, from the evidence provided to me by the casino it is clear you have multiple accounts which is forbidden in most of the industry. This leads us to believe the steps the casino has taken are justified and subsequently, we will reject your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter