Yabby Casino - Player faces problems with partial crypto withdrawal.

Ok. I had won $609 and deposited with LTC therefore had to withdrawal with LTC. I originally requested $300 because I was going to play with the rest. SAW that you can't withdrawal unless the crypto address youre sending it to starts with L or M. Get an email verifying my request and then get another email saying it was rejected becaue you have to withdraw the "whole" amount. I've withdrawn before without getting the whole amount before. The total went from $609 to $556.75 also. I'm already scared because I've never withdrawn with LTC. I downloaded Coinbase to have a wallet yada yada so on and so forth. I send in the second withdrawal request and it's approved BUT and this is where I'm kinda on the fence about am I wrong or them for this part, the add

ress was a Bitcoin address not LTC which the people doing the pay out should have seen...if u can't withdraw without the address starting with a L or M. My thing is had they accepted my first withdrawal request for the $300 to the correct address I would have my winnings. I've been emailing the pit boss about it and the last email I got was "withdrawal entire amount" that is false bc I've withdrawn without it being the whole amount and it says no where on their site that you have to do that.

Dear kkracken0228,

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 when exactly you received the last successful withdrawal? Did you use the same withdrawal method in the past? If possible, please post here a screenshot of your withdrawal history.

Also, have you accumulated your winnings with or without an active bonus?

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

I would love to take a screenshot of my transaction history... unfortunately they have no blocked my account. I know it was in April though I've withdrawn around $5000 total from them, never had any issues until now. I had never used LTC before but it's pretty self explanatory and the first attempt to withdraw the $300 would have been just fine bc there is NOTHING saying you have to withdrawal all of your winnings at once. I read every rule, stipulations, everything and there's nothing lol

Everyone I've told the situation to has been like wow, and the fact they have now blocked my account makes it even more ridiculous considering how much I've actually spent on their site. If I personally worked for a company who makes it to where you can't withdrawal to a crypto wallet unless it's the same kind of crypto you deposit with and someone sent me a LTC withdrawal request but had a Bitcoin address I would be like "hey, they can't do that" and I would bring it to their attention to fix. That would have never been an issue had my first request been accepted as it was right crypto to right crypto wallet. I also know the "you have to withdrawal all of your winnings at once" is crap. There wouldn't be an option for how much to withdrawal and it would be written somewhere in the fine writing on their site. There have been instances where I have won and withdrawn most of my winnings but kept some on my account to continue to play with. I deposited I believe $71-76 and I use a 74% bonus where the conditions were (74% of your deposit, playthrough d+b no Max cash out) you could only use it once a day and I had made it through my playthrough.

Disregard last post. They did NOT block my account. But I got a screenshot of my transaction history

Thank you very much, kkracken0228, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) 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 kkracken0228,

I'm Michal and I have taken over your complaint. I have reviewed your case and I can agree with you that the requirement to withdraw your whole balance is rather unusual and the withdrawal amount can be restricted only by the minimum withdrawal limit for example $20 or 50$ but the $300 amount is I would say a usual amount. Have you tried to submit your withdrawal in BTC instead of LTC? I'm not sure if Coinbase Wallet has any restrictions on transfers from one cryptocurrency to another, but I guess you can contact Coinbase support to check this. I will contact the casino to shed more light on this.

We would like to invite Yabby Casino to join the conversation.

Dear Yabby Casino,

Can you please provide information regarding the player's issue? Why was the player's $300 withdrawal request denied?

I had wanted to withdrawal half the amount to see how easy it would be to get because I usually use BTC. Since I deposited with LTC I had to withdrawal with LTC. When I tried to withdrawal the initial $300 it was going to my LTC address but when they rejected my withdrawal claiming I had to withdrawal the whole amount a BTC address got submitted which Coinbase doesn't support one crypto going to a different crypto address. The casino said it was processed on their end and they couldn't do anything about it either. So basically I feel like I got messed out of money I won over a nonexistent rule

Dear kkracken0228,

Just to check, are you sure you have inserted your LTC address correctly? Didn't you by any chance mix up your BTC address with your LTC address when inserting it?

The initial $300 withdrawal request was the correct LTC address for that withdrawal to have gone to. I was informed that I had to withdrawal the entire amount (which isn't on the website as being a rule) so that withdrawal request was denied. I them requested the $500 some odd withdrawal to a BTC address so the entire thing got lost and can't be recovered. My issue here is that had the initial withdrawal request been approved I would have had the money I won bc I sent the correct LTC address, but since it was rejected for the reason that I was "suppose" to withdrawal the whole amount which again isn't a rule nor has been an issue with any withdrawal I've done before I then sent the wrong address which was a BTC address and my money could not be recovered.

Dear kkracken0228,

So if I understand it correctly, after the casino team told you you had to withdraw your whole balance, instead of entering the same LTC address, you entered your BTC address, correct? I wonder why you haven't simply re-entered the LTC address?

.....once you request a withdrawal, you put the crypto address you want it sent to you can't withdrawal using a different crypto than you deposited with. It says ex (LTC they can't deposit to a LTC address that doesn't start with L or M) if you read back and look at my screenshots you will see THE FIRST WITHDRAWAL REQUEST HAD A LTC ADDRESS IT WAS THE RIGHT ADDRESS FOR MY WITHDRAWAL of $300. THAT REQUEST WAS DENIED BC I WAS SUPPOSE WITHDRAWAL THE WHOLE AMOUNT (THAT IS NOT A REQUIREMENT) HAD THE WITHDRAWAL BEEN APPROVED THE $300 WOULD HAVE GONE TO THE CORRECT ADDRESS. my argument is they should have accepted the first withdrawal request bc it says no where on their website you have to withdrawal the entire amount you win, I had given them the right crypto address for my winnings to be deposited to. BUT WHEN I HAD TO REQUEST THE ENTIRE AMOUNT LIKE THEY SAID I HAD TO DO INSTEAD OF GIVING THEM A LTC ADDRESS TO DEPOSIT IT TO I GAVE THEM A BTC ADDRESS AND SINCE COINBASE DOESNT ALLOW CROSS CRYPTO DEPOSITING THE $568 I HAD TO REQUEST TO BE WITHDRAWN IS LOST AND UNABLE TO BE RETRIEVED BC THE CASINO HAS ALREADY PROCESSED IT AND THATS IT....the winnings are gone all bc they rejected my initial withdrawal which had all the correct addresses for the money to go to because of a rule that's not listed ANYWHERE on their site

Dear kkracken0228,

I understand your frustration with the casino's requirement to withdraw the entire balance, and I agree that it seems unusual, especially since there doesn't appear to be any clear rule in the casino's terms and conditions justifying such a request. However, it would have been better if you had paused and waited for an explanation before proceeding further. At that point, we could have possibly intervened to resolve the issue. Unfortunately, since you went ahead and entered your BTC address instead of simply re-entering your LTC address, the situation has become complicated, and there might be very little we can do now. While I can appreciate that the casino system could have potentially provided better notifications, the diversity of addresses makes it challenging to implement a "foolproof" solution every time. Regrettably, the transaction has already been processed, resulting in the loss of funds. Though I would like the casino to clarify the reason for their request, I'm uncertain if it will have any significant impact on the outcome, considering the incorrect LTC address entered during the second withdrawal request.

And I do agree that there is probably little to nothing that could be done at this point. I simply want to know why I had to make the second withdrawal request... That was a big loss for a single mother of two lol and after emailing back and forth with the pit boss trying to figure out why I had to withdrawal all the winnings at once it came to a dead end and no real reason was given which fueled my anger into coming to this site.

One more thing..it also says whether withdrawing with BTC or LTC the crypto address has to start with l or m or bt for either withdrawal method...me personally if someone requested a withdrawal without the correct (beginning letters) for their withdrawal as the person who sends the payment's out I know me personally I would double check and make sure that's where they want it to go until they realized they were sending it to the wrong kind of crypto address....on the website it won't accept it if it doesn't start in the right format so I'm also wondering how was my incorrect address able to go thru? Idk it's all confusing but then not at the same time

Dear kkracken0228,

Can you please confirm your BTC and LTC address for me? I will make it private so only you, Yabby Casino, and I will see it.

Hello kkracken0228,

We hope that you are well.

Thank you for sharing your concerns through Casino Guru.

We do understand that from the user's perspective, the system should automatically block an incorrect cryptoaddress input and this is actually implemented.

However, we must turn your attention to the fact that a cryptoaddress that starts with the number "3" is a valid LTC cryptoaddress. When Litecoin was initially introduced it shared the network with Bitcoin and Legacy cryptoaddress format was used for both currencies. In early 2017, LTC adopted SegWit and new cryptoaddress format was introduced - addresses starting with "L" and "M". However, the old format, starting with "3", remained in use and still can be used for Litecoin transactions.

Given that you had multiple successful withdrawals, you are fully introduced to the withdrawal procedure and you are aware of the fact that when a player submits a withdrawal request, a Payout Confirmation Email is sent to the player to which he or she is obliged to reply in order to confirm the requested cryptoaddress for the withdrawal. Without said reply, the Payments Team does not proceed with the finalization of the withdrawal request. Below, you may see the screenshot of said confirmation email.

We completely understand that it is frustrating to be left out of your winnings due to such an oversight, but ultimately, it is the player's responsibility to make sure the cryptoaddress is the correct one.

Given your overall status at Yabby Casino, we are willing to add a free chip to your account in order for you to try your luck again and hopefully win and receive your withdrawal instantly.

Please let us know if you are interested in the bonus.

Kind Regards,

Yabby Casino Management

Honestly it really shows a lot that y'all are willing to do that....I wrote a review for y'all's site on here as well and y'all by far have been the absolute BEST all the way around....and after sitting and thinking I do see that I am mostly at fault and I was extremely frustrated. I would definitely appreciate the chip and again thank you for that. So if I can I wanna close my complaint and I appreciate you too casino guru for putting up with my whining lol thank y'all so much!!!

Hello kkracken0228,

Hope you're well.

We are delighted that you have accepted our offer. Your free chip has been credited to your account now so you can simply log in and start playing.

Good luck and when you win, please double-check your desired cryptoaddress!

Kind Regards,

Yabby Casino Management

Thank you all for your responses, I'm glad we could find some consensus in this situation and I would like to thank the Yabby Casino team for their goodwill gesture.

Dear kkracken0228,

I comprehend that the free chip gesture of goodwill may not completely resolve your situation. However, it's important to note that the casino was not at fault in this matter. Despite that, the casino chose a fair approach by providing you with some form of "compensation" for the unpleasant experience.

Taking all the information into account, I believe we can consider this complaint to be resolved. I would like to know if you agree with this assessment.

Dear kkracken0228,

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

Since the issue has been effectively resolved, we will proceed to update the status of the complaint to 'resolved' within our system. Although we have not yet received the player's final confirmation, we have taken the initiative to classify the matter as resolved.

If you encounter any challenges with this casino or any others in the future, or if you disagree with our assessment, please feel free to reach out to our Complaint Resolution Center. We are here to help.

Best regards,

Petronela

Casino.Guru