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

I won $70 from my first time visit ever at the casino from a 25 no deposit free spin ..won $68( which has been listed on my transactions as bonus deposits - not free spin)the $321 that I won was requested for a $300 withdraw.. I was told to verify account before withdraw request. I have been trying to get verified for over 2 weeks. I have emailed the casino multiple times. I have money from a no deposit bonus I would like to withdrawal. I would gladly make a deposit if necessary and would like to continue to play with this casino. I have sent in all documents they said we're required. Checked status of verification a week later to be told all bonus winnings were removed from account and the reason for this was stated-"that I had 5 other accounts using multiple bonuses - all accounts sharing same name- address-IP address -&ID please help.— I wrote them several times stating that if you are going to take All my bonus winning that would be only the $68 from the free spins)-I need help - I asked for the proof of these 5 other accounts since I am the only one who owns my id — I only have one account — I have only used one bonus - & that it would be only fair— my response from yabby banking was one sentence that says " we are very sorry but we must follow the rules there is nothing we can do"

please please get this resolved

Dear Mannie1414,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

Nevertheless, please bear in mind that there is a maximum cashout that would be applied to your free chip winnings. Please check the following rule (here):

"7.11. Common Free Chip Bonus Rules

The Player understands that unless otherwise stated in the promotion, the Player is required to wager 20x the value of any free chip bonus.

Unless otherwise stated in the promotion, the Player may withdraw a minimum of $/€/AUD50 and a maximum of 5x the value of the free chip bonus. The Player understands that the Casino will clear the excess funds from the User Account after the Player is paid the maximum withdrawal amount stated in the free chip promotion.

The Player understands that the Casino will clear the excess funds automatically from the User Account after the Player is paid the maximum withdrawal amount."

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I only play the casino on my phone- which no one else uses. I do have a family computer that my son and husband use but no one else has access to my email account to use. I never notice any restrictions of cash out on my free spin offer but I have noticed yabby has changed some polices recently. Also I don’t understand how multiple accounts were open or allowed once a # 1 was made???

although I did find it quit strange that when I first opened my account my passcode would never work and I had to ask to change it a few times — I hope this will help

Thank you very much, Mannie1414, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, Mannie1414,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Yabby Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Yabby Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? Why were the winnings in question confiscated? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hey Mannie1414,

Hey Branislav,

Hope that you are all well.

Thanks for looping us in.

We have inspected the matter with more details and here are the findings:

Unfortunately, the player has three additional multiple accounts with the addition of this one.

All of the accounts share the same address, name, and IP access point.

On all of the accounts, the player claimed multiple free promotions without making a deposit.

Per our T&C only one player is allowed to our promotions, unfortunately, this was not the case.

As a result of the direct violation of our terms, we were forced to remove any balance from the free promotions won. You can find this term under our Terms and Conditions page under 7/7.1/c

We have closed all the remaining accounts and left this one open for players to make deposits and enjoy our casino. As soon as the player makes their first deposit, freebies will be available once again.

I do hope this helps to clear things up and please let me know if there is anything else that we can help you with.

Cheers,

Archer

This is not true - I have asked several times to show proof of these multiple accounts ( in my first notification from yabby I was told I had 5 accounts all with the same name - up address & physical address) I know this is not possible. I asked to see those 5 accounts then & I am still asking to show proof of the 3 accounts now.. ( my $300 bonus was removed and your casinos claims it was due to multiple accounts but then never share even one of those accounts to prove your claim true)?? This does not making any sense — the reason your casino has not shared your claims of multiple accounts is because they were false allegations. This is not right

Thank you both for your replies and provided information.

Dear Archer and Yabby Casino,

I would like to remind the part of my previous post above.

"If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru)."

Could you please provide me with the necessary data?

??? I have asked for proof of these other accounts since the start- ( it’s only fair if the casino can take away $300 of funds there evidence of reasons for doing so should only be expected and fair!!!)

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’ which may negatively affect its rating.

Hello Branislav,

Hello Mannie1414,

Please note that we have sent the requested evidence directly to Branislav for further arbitrage.

Should any additional information be needed, please do not hesitate to contact us.

Kind Regards,

Lucas

Greetings all,

I apologize for the delayed reply.

Dear Yabby Casino Team,

Thank you for your email and all the provided data.

Can you please look at my last email and provide me with additional details and data?

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’ which may negatively affect its rating.

Hello Branislav,

Hello Mannie1414,

Branislav, can you please check your inbox as we have sent a reply with additional information 9 days ago, on November 8th.

If additional information is still needed, please let us know.

Kind Regards,

Lucas

Greetings all,

I am sorry for the delayed reply (vacation).

Thank you for your email and the additional details, Yabby Casino Team. The previous post was just automatically added response by our system when the timer expired and I was out of the office. Please, take it as irrelevant.

Dear Mannie1414,

I was provided with additional data from the casino. Please, let me clarify a few things:

• If the address is the same but it is only written in a different way, it does not mean that the address is different - in case it should be verified with ID or utility bill, the address would be the same on these documents
• If there is a different name and surname registered with another account but this account is created by the same person, it does not mean that the casino is not able to find it out
• If there is one number added on top of a phone number, it does not mean that it is a different phone number
• If a no-deposit bonus was used, the casino's Bonus Terms and Conditions are clear and say that a maximum cashout from a no-deposit bonus is (in this case) $50 - if you have not noticed any restrictions regarding the used bonus, it does not mean they are not there or they are not applied to your account and used bonus, you accepted them upon registration or bonus activation

Although you claimed that you used your email address with your account only, and no one has access to your email address, it looks like different email addresses were used with other connected accounts. In addition, if different personal details were used in other accounts, the casino cannot share these details with you because they belong to someone else. However, it does not change the fact that all accounts are connected by multiple identical values. From the data provided by the casino, it is clear that there is the same address in the connected accounts, the same internet connection was used for playing in the casino, and even a phone number matches in at least 3 of these accounts.

Can you please somehow rationally explain it?

In the meantime, the disputed amount will be updated to $50.

Dear Mannie1414,

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

I live in a rural community my address is behind the main house -I am the only one that uses my email phone and internet though ( even though the physical address may be very siminliar there is a lot 1 - lot2 - behind the address)

Dear Mannie1414,

Thank you for your email and the provided photo. However, the photo is not readable at all, and I really do not know what would you like to say by sending it.

Despite the same address is possibly used by several people, you claim that you are the only one that uses your email and internet. But, as was mentioned, also the same phone number was registered with several accounts (the one from your casino account). It means that all the connected accounts were used by the same person = multiple account use.

Are you aware that acting like this breaches the casino's Terms and Conditions?

No I am the only one in use of my phone number and the photo I sent proved that I live at LOT1 -the address I use in my account have the physical location with a mail box that is adjacent to the street then on the property behind the home is the same address but has a ( LOT 1 )and another property behind mine that has the same address but with (Lot2)—similar to city dublexe buildings which all have the same address but different number

Dear Mannie1414,

But, this excludes the option that someone else used your phone number upon registration, and that means all accounts were registered and used by you. As was already said, there are more personal details that match in all the casino accounts in question.

I was provided with sufficient evidence supporting the casino's claims and decision. After gathering all the necessary information, we are closing this complaint as unjustified due to breaching the casino's terms and conditions/bonus terms and conditions - apart from using multiple accounts, you used several no-deposit bonuses, and on at least 2 of these accounts, the bonus from which you won with this account (m*******14) was already claimed before. The casino allows players to claim only 1 no-deposit bonus per player, or according to its discretion. Unfortunately, you are not entitled to any winnings obtained from this bonus. In addition, the casino has the right to close a player's account at any time, and you have not made any deposit there. The casino acted correctly and within its terms and conditions, and it even let you make a deposit and continue playing.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Yabby Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru