Yabby Casino - Player has been accused of opening multiple accounts.

This casino claimed I have another account when today was the first time I ever signed up with them! I won $75.00 off of free spins and when I requested the funds they locked my account and said I had another account and I know that I DO NOT!!!

Dear Ttteeter55, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the T&Cs and I found this:

„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."

Is there any chance, that someone from your household or using the same IP address has also created an account at this casino?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

Looking forward to hearing from you.

Best regards, 

Kristina

Sent the emails to the email you sent me

Thank you very much Ttteeter55 for your email. Could you please advise if you have passed the verification before the casino closed your account?

I'm not sure. I just tried to withdraw the money and when I did it said my account was locked. That's when I messaged them.

Thank you very much Ttteeter55  for your reply. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) 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 Kristina

At this point I now feel like I now feel like I'm being ignored. I've sent multiple emails since your last response and have gotten no replies

Dear Ttteeter55,

I’m sorry to hear about your negative experience and I apologize for the delayed response. I will contact the casino representative and see if I can help.

I would like to invite Yabby Casino team to join this thread.

Dear casino team,

Could you please clarify the situation? Any relevant evidence can be forwarded to andrej.p@casino.guru (or posted in this thread).

Weird how I played with pulsz and they sent me my money right away! Your the ONLY casino I play with that's given me issues

Helloooooooo????? It has been over 2 weeks! What is going on? Why are you not paying me??? Your the ONLY casino who gives me issues

Nope!!! I will play with the casinos that are LEGIT! I've heard you've done this in the past but it's OK. My "similar " account is bull but ok whatever you say. Continue to rip people off. I've left plenty of reviews so no problem. You can keep my account. I also see you only approve certain responses as well. 🤷🏿‍♀️

???????????????

This is the most ridiculous thing I've ever dealt with I won on your free play and because of that you don't want to pay me the $75. It's ridiculous!!!

This is ridiculous! It's been all over a MONTH! No responses in weeks, you won't send me my money THAT I AM OWED and claim I have another account which is untrue. HOLY LORD ABOVE CAN YOU PLEASE JUST SEND ME WHAT I AM OWED??!! THIS IS CRAZY

I've also just gone through your reviews and have seen you've done this to multiple people who have won on free spins and claim they have had "multiple accounts"!!! That's such a coincidence. Maybe what needs to happen is a class action lawsuit

Please at least unlock my account!!!

Please accept our apology for the late response. Unfortunately, our colleague Andrej is unable to continue resolving this case due to an illness. Therefore, we will transfer your complaint to Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Ttteeter55.

I am very sorry about the situation, but creating duplicate accounts is a serious T&Cs breach in most of the casinos in the industry. Please, could you confirm the casino statement or you are not aware of having them (in that case I would need to request evidence proving their claims)?

If you wish to continue playing in their brand, I would recommend you to contact their support to verify your identity and I believe they will be happy to let you play there. However, if their claims are true, you are not entitled to receive the winnings.

Ttteeter55 is the only account I've used! I recieve a free bonus and won $75. Then THEY started I had another account which I do not! I only have the one account so I am confused. They locked my account!!

I also noticed that only certain parts of these conversations get approved. I've never had a problem with pulsz (who just payed me $400) or chumba. Only yabby gives me issues! I don't have multiple accounts. If you don't want to pay me because I won on your free play just say that. Don't lie and say I have multiple accounts

Dear Yabby Casino team.

Thank you very much for your cooperation. May I kindly ask you to provide us with evidence supporting your claims? You can post it into this chat (it will be marked as sensitive, not visible to the public) or forward it to my email address jozef.k@casino.guru.

Hey Jozef,

Hope that you are well and hope that Andrej gets well soon.

We have sent you the proof directly to your email so that we could protect our casino sensitive data.

I will mention here as well on the thread that Toshia can have one account active and can deposit and withdraw without any issues in the future if she completed the KYC first.

Hope this helps and please let me know if there is anything else that I can help you with.

Cheers,

Archer

Again for the 15th time I ONLY HAVE 1 ACCOUNT!!! So your saying I can keep my account but not my bonus??? What kind of sense does that make? Your ripping people off!!!!

Hello Ttteeter55.

I can confirm that the casino team has provided us with relevant evidence that sustains their claims. Indeed, there is a second account that is on your name, address, similar email address and username. Additionally, there are similarities in behaviour. I am very sorry about the situation, but I am forced to reject your case. 

Usually, I would recommend you to contact the licensing authority, but since you have chosen to play with an unlicensed operator, there is nothing much I can advise. If you have any questions or require further assistance, contact me at the email address mentioned below.

Best regards, Jozef

jozef.k@casino.guru