Yabby Casino - Player has been accused of bonus abuse.

I got their no deposit bonus and played thru just as they said was required and when I was continuously winning my balance was around 1500$ and it then dropped down to 90$ which I assumed happened because I had hit the point where it converts to real cash. I was right. I continued to play and reached 339$ US real balance and requested a withdrawl for 300$ usd.

I then received an email to reply with my identity documents as well as another with my crypto address so I sent both emails off.

The next email is telling me that my promotion had been cancelled because there is another account to my IP address and that is absolutely impossible. I only discovered Yabby yesterday and this is the only account that is registered to me or my IP or my email address. I know 100%percent and they are trying to take the money I rightfully earned in their casino by lying. Its bull$&it and illegal to do this to people!!!

Dear Tamara, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino’s T&Cs (https://yabbycasino.com/terms-and-conditions) and I found this:

"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."

The casino believes multiple accounts have been created by players using the same IP address. Is there any chance, that someone from your household (or someone using the same IP) has created an account at this casino too?

Additionally, if there is any other communication between you and the casino, please forward it to kristina.s@casino.guru (or you can post it here).

Looking forward to hearing from you.

Best regards, 

Kristina

No, its impossible. I am the only person that lives here and accesses my devices. It's absolutely 100% impossible.

Thank you very much Tamara for your reply. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thank you. I appreciate your help.

We will now try to contact the casino and let them know about your issue.

We haven't receive any answer from the casino yet. Is there any update regarding the case on your side Tamara? We are now extending the timer by 7 days, to give the casino the time to answer. However, if they will fail to respond to us, we will be forced to close the complaint as unresolved.

And that's it? There won't be anything done about it? That's ridiculous. I'll contact them myself and just get a representative. They cant do this stuff to people. Thanks anyway

Well, if the casino doesn't respond to us, it's like talking to a wall. We can't do anything if they won't reply. However, we punish casino's for beeing non responsive or not willing to help us resolve complaints and it could lower their rating on our site.

Unfortunately,

The casino did not respond to us after trying to contact them. As I mentioned before, I'm really sorry we could not do more in your case but as they are non-responsive there isn't much we can do. However, closing this complaint may affect the casino's reputation. Please do not hesitate to contact us if you will come across any trouble in the future.

Best regards,

Nick

Casino.guru

The complaint was reopened on casino's request.

Hello Tamara,

Hope you are well.

Please allow me to apologize for the inconvenience caused. We are very sorry for what happened, but we must stay true to our Terms and Conditions at all times, for both our players' security and ours.

I've personally reviewed the activity on the Member Account associated with your e-mail and, regretfully, I must inform you that the case stands. The following IP Address: 184.[REDACTED].40, which you used, was previously used for creation of another account at Yabby Casino.

The same Welcome No-Deposit Bonus you used was already claimed via the mentioned IP Address, on the 15th of November this year.

To protect ourselves from fraud, we must not allow such activity. This is stated within the Terms of Service we agreed to, when you registered your Member Account:

(as part of point 7.1.) All promotions are limited to one per Player, family, IP Address, address, credit card number, and computer and shared computers (i.e. university, fraternity, school, public library or workplace), unless otherwise previously agreed with the Casino.

For increased transparency, we have also listed this rule within the specific terms of the Sign Up Bonus you've claimed:

1. Only one free promotion may be claimed per IP, House Hold, family or account.

While we are sincerely sorry for what happened, we must stress that all actions taken by us were necessary for preserving integrity of our operation, and were fully justified by the T&C's we agreed to.

Thank you for your patience and understanding.

Kind regards,

Jordan

Yabby Casino

I have another reply from an email that I sent them saying I was going to get legal counsel and in it they mentioned me as a non depositor.

Also I would like some sort of proof of this other account made from my phones IP address. See the thing about mobile data is that the ip address only belongs to your one device therefore the account would have had to have been made by myself on this phone and like I've said already it absolutely 100 percent was not. I played on this account the entire evening trying to increase my winnings and by the afternoon I did and before I spent any more I decided to cash out. That was the entire time that I had eve n known about this casino. I didn't even have time to open another account and play!!!

Yabby Casino,

Could you please send us some kind of evidence that the player created multiple accounts? Please send it to nikolas.b@casino.guru. Thank you in advance.

Hello again Tamara,

Please note that we referred to you as a Non-Depositor due to the fact that no deposits were made to Yabby Casino by your account. It was not meant to offend, and we are sorry if it did. My colleague was only trying to explain why an exception to the rules was not possible.

Please note that we have provided Mr. Bacon with screenshots of both Accounts used via the IP Address listed above, as well as corroborating evidence of the claimed Welcome Free Bonuses.

Please let me know if any further information or assistance is needed.

Kind regards,

Jordan

Yabby Casino

Dear Tamara,

I'm sorry to inform you that your complaint will now be rejected. The casino has sent us proof of breaching the casino terms. As per their terms, players are allowed to create only 1 account. In cases where the player break the casino rules, there isn't anything we can do. I'm sorry we could not help you more. Please feel free to contact us if you will come across any trouble in the future. Wish you Happy Holidays.

Best regards,

Nick

Casino.guru