Yabby Casino - Player has experienced a technical glitch while playing.

Yabby Casino sends out everyday free spins on a particular game until the next month and with the reviews good and the livechat was always helpful which made me love playing here. So in this particular month they were running a promo 17 free spins on the game ( Paddy’s Irish Luck) or it’s called something like that, which was them celebrating St. Patrick’s Day. So I have been playing this game everyday and one day in the first 5 of 17 freespins I hit the games feature which offers 12 free games. So I made like $20 or so when the feature was done and I still had 12 free spins left from the promo which I made like a $1.50 or $1.55 but when the free spins were up I had the $1.55 but didn't pay me the money from the promo. I thought that was weird because I’ve always been paid on all free spins and features including this game, so I said well I contacted live chat and they said they only see I made a 1.55 from the game. I explained it never gave me the money from the feature. And I told the rep that I had 17 free spins and 12 free games from the feature at $.40 a spin with a total of 29 free spins from the 17 from the promo and 12 from the feature and doesn’t that alone seem like something’s wrong or has a glitch because one spin alone I made $8 and some change. So they escalated it to the higher up and I can’t remember if this was said in the live chat or the emails, but they told me to go and figure out what happened and I told them like what do you mean FYI chat wasn’t able to see it what makes you think I will be able to see it. They said well if we have to investigate it we have to temporarily deactivate your account. Now I thought I was doing the right thing by letting them know that there was a glitch in the game and I had free spins but I said what’s gonna happen with somebody cashes out a lot of money or makes a lot of money off that game and it doesn’t pay him so I’m warning you guys in advanced. So they told me they had to deactivate my account to do the investigation because if there’s something wrong with the game it would be detrimental to the casino and which I agree that’s why I warned them. But they said that if they have to investigate it might take a couple days or a week. So to make a long story short this had went on for like three weeks and I had to contact them they never contacted me, never gave me an update or anything. It was always me reaching out to them and them saying well they’ll get back to you when they’re ready. Now tell me this , what Why online casino tells its players that they have a Deactivate their account until further investigation. Most online casinos would be like here we will investigate it and if we find something wrong we will credit it to your account. I told them that I stopped playing after the freespins and the feature was over, and it was a total of 29 spins all together. I told them about what time it was and purposely stop playing after that so it would be easy for them to find and correct. So this has been going on for like a couple weeks now of them just blowing me off and giving me lame answers and on top of that I realized that they never even deactivated the game itself. So then I got really angry at them because it made it seem like I was a liar and all I was doing Was warning them and was more than cooperate with from the beginning. But once I found out they never even deactivated the game,just my account, Man I was pissed and I probably got a little nasty with them. So over like 10 emails or more eventually somewhere they snuck in that they gave me a free chip but they didn’t because I’ve never been able to access getting back into my account. I kept putting the pressure on that they eventually just gave in and said that it was over but never reactivated my account. Even though it says they gave me a free chip that’s not any good if I can’t login. Then I got deactivated permanently because they said that I had unfounded claims and abusive language or something like that. I will have to send the emails that we have back-and-forth to you guys from my email I can’t upload them for some reason. Maybe because I didn’t stick them all in a folder or whatever you have to do to upload it so that’s how I’m going to send them to you . And then just the other day I try to make an account at Jackpot City Casino and they had a promotion where they were running 100 free games on the game Miami Jackpots And I literally only got 1 spin out of 100 and a message comes up saying that I can’t play this game and I wasn’t able to have an account there. So I contacted them and ask them what the issue was and they said that I wasn’t able to play there and I told them that I don’t see why I never signed up here before. I said are you guys related to any other sites and they said no and I said OK then what’s the issue and they said maybe another merchant even though they’re not related to anybody. I’m going to send the emails to you, banned for no reason by Yabby, plz help!

Dear Joseph,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with your game history in Excel format to petronela.k@casino.guru? Please advise the exact time of the incident.

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Please understand, that without any supporting evidence we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

We will try this again. We’re not going to do this back and forth and my communication will come from here so it can be reviewed and tracked. Talking to Yabby reps and emails back and forth are done. I tried that and got DEACTIVATED FOR NOTHING!! Let me explain this again but straight to the point. Also it’s funny when you guys want to play games until someone like me reports issues to Casino Guru. Thank god for them because if it wasn’t for them I would be getting ignored and avoided or some blasay answer to blow me off. It’s funny that NOW I HAVE YOUR ATTENTION and OH NOW YOUR CONCERNED. I never had an issue and read good thing about Yabby. I personally never had an issue with Yabby until now. AGAIN, I played the Paddy’s Lucky Forest games or something like that for the St. Patrick’s celebration and Yabby sends 17 free spins. So the first 5 spins out of 17 I hit the games feature and made almost $20 and the remaining 12 freespins from the Orginal freespins after the feature was over and made a $1.55. However when it was over I only got the $1.55 but the money I made from the feature was around $20 and one spin alone in the feature was like $8. I contacted the livechat reps and figured that they would fix the issue at some given point it wasn’t that big of a deal I was warning them just in case somebody was cashing out something bigger and something like this happened. They could only find the $1.55. I said I have 17 freespins plus another 12 freespins from hitting the feature and that’s 29 total free spins at $.40 a bet. Right there should’ve let you know that something was wrong. What do you think the odds are of spending 29 times and especially 12 of them being a bonus feature where they hit more often and only making $1.55 out of all of it. But because of the good reviews I had no doubt that YABBY staff would fix this issue. So when one of the people get a hold of me they told me, YES ME, To figure out what the issue is even though I contacted livechat and they didn’t even have access to it so why would I and why in the hell would a casino tell its player to figure it out what kind of shit is that. Again from the beginning I was nice about it and they told me they had to temporarily deactivate my account and they asked why and it was because they wanted to be able to see what happened and also investigate the game as it would be detrimental to the casino which is a whole reason why I contacted them and I specifically told them that this could make an issue in a way bigger scale for somebody betting a lot more and so I was just trying to warn them. I have never heard of a casino that would be activate a players account so they could investigate that doesn’t help anywhere else. Why couldn’t they just investigate it and then whatever they find it can credit me later. I purposely stopped playing right after that happened and the spins were over and it was the only game that I played that day and I told him that. I told him about the time that I played it and I only played a total of 29 freespins so there was no goddamn reason to say here and deactivate my account. But again I was polite and I was the one that always had to engage the conversation I was the one that always had to contact them for them to contact me back in that alone as a joke along with the activating a players account because he was warning the casino in their interest and mine, the DAMN NERVE OF THAT ALONE PIISSES ME OFF. They told me it would take a couple of days or a week and literally this went on for over 3 WEEKS. But then I got really pissed off after the fact they never even deactivated the game literally so why in the hell would you deactivate my account. If I have an issue or I supposed to report it to the casino why in the hell would you ever penalize your player for that, LIKE WTF!! And then eventually I told him look don’t worry about it I don’t care about the $20 it is what it is but no they still had my account deactivated. After about 20 emails and three weeks later they somehow slipped an email in saying that they gave me a free chip. But that’s not true because I’ve never been able to get back into my account and so I got really aggressive with them over this because I was just trying to do the right thing for me and the casino and got treated like a peasant. They said no we’re not able to do that until it is done even though the game they never deactivated that. And so My accounts they deactivated for unfounded claims and abusive language. I literally waited for three goddamn weeks and just got blown off even when I told him I’m not even worried about the $20. I did the right thing by reporting it so the casino didn’t have to take a bigger hit if this happened to somebody betting a lot on the game and I got treated like trash. Straight up I will report this everywhere every day until either this is fixed or until this site is shut down. When people are looking out for you you shouldn’t treat him like trash, THE NERVE

I’m sure you understand, Joseph, that I don’t work for Yabby Casino, but as one of the Casino.Guru independent employees and professionals I’m trying to help you to resolve your problem.

Could you please advise what would be the ideal outcome of this situation for you now? Please understand that we can't force the casino to reactivate your account or take off the game.

But the emails prove before it got as nasty as it did it shows that I told them what happened in the game. But I never doubted that they wouldn’t fix it and I specifically told them that if someone was betting a lot of money that they might want to fix that, correct? I mean when the game has a malfunction aren’t I supposed to let them know about it? Aren’t I doing the right thing? I literally showed more concern for the casino than I did myself. Who tells the player to go figure out what happened to myself otherwise we have to Temporarily deactivate your account while we do some investigation and I asked them why can’t they just let me know later and they said because the game might be detrimental to the casino. Like if the live chat doesn’t have access to that why would I?!?! Who tells one of their players that? But I didn’t make a big deal but I figured I read a lot of good reviews so I had no doubt that they would fix it. I sent you the emails and they can send you the live chays, The only time I started getting pissed was after about three weeks maybe a little bit less or a little bit more and I always had to engage the conversation they never updated me on anything. That’s when I started getting pissed. Here I am having no doubt whatsoever that they’re going to fix the issue to basically being threatened if I don’t find it on my own I will have to deactivate your account, what kind of shit is that!! And eventually after a ton of emails I guess they slip on in that they gave me a free chip but couldn’t find out what happened but that’s not the case because I had never been able to login and they’ve always had my account deactivated even after that . Between the livechat they had and all the emails that I have sent you you tell me from the very beginning why would somebody who’s doing the right thing letting them know what happened on one of their slots not even making a big deal about it and showed more concern for the casino to getting my account deactivated if I don’t find the answers myself. Like WTF!! And then I even said in the emails don’t worry about it I’m not worried about the $20 I didn’t think it was gonna be that big of a deal and they said they couldn’t do that. So I got punished for bringing this up, how dare they say here and deactivate my account on unfounded claims and abusive language when I was more than cooperative and I never got to use any chip because my account has always been deactivated from the start of this, so that’s not true. I sent you a ton of emails. I think the right thing for them to do including all the emails I’ve sent you and I can request a livechat is why would you sit there and make somebody wait that long when they told you exactly how many spins on the only game that day that I played and I narrowed it down to a T, went along with their investigation, To basically being shunned and non-responsive unless I engage the conversation or the email to figure out what’s going on. Trust me this was nothing that needed to take more than 20 minutes at the most to fix, but three weeks? The only reason why they ever responded was because I keep asking them like what’s going on here we’re in like week three. They should’ve never deactivated my account for trying to do the right thing and letting them know about their own slot machine just in case somebody’s out there playing $200 a pool. Isn’t that what I’m supposed to do? And you will clearly see I told them don’t worry about it, but now they still had investigate it. I started getting pissed once I realize they never deactivated the game but my account was deactivated from the start. Like what they didn’t believe me as I was making this up I told them I’m in no rush but I didn’t think it was gonna be three weeks and I didn’t think I was gonna have to sit here and engage in every conversation just to get them to say anything. There’s no way they could be that good of a casino if I just experience this for no reason. The result is they were very unjustified under closing my account because when you read through the emails everything I’m saying right now is the proof. You want to proof, I literally sent you the proof!! I sent the proof through the email though because I really didn’t know how to categorize everything into a file and upload it so I sent it to your email or the email that’s complaints. I hope this helps. There’s one thing for sure after you read through those is from the start I did everything correct never made it a big deal to be in shunned and basically threatened to find out what happened myself or otherwise we have to deactivate your account to figure out what happened even though they never deactivated the game so it was against me from the very beginning. It doesn’t take anybody with more than two brain cells to know that isn’t how you treat poor players like what Kind of S##T IS that. With that all being said that’s the least they can do is re-open my account because I did nothing wrong. Hope it helps

Also Petronela, I want to commemorate you for doing your best and holding all these so called " REPUTABLE CASINO’s, feet to the fire and giving the players a voice. I’m glad you expailed to me that your not from Yabby, which I thought you was, lol!! The right thing for Yabby to do is apologize and reactivate my my account, as I did nothing wrong and those emails I sent to the complaints@ Guru will show ever and if we can also retrieve the chat logs, it’ll show that everything I said to the T is exactly what happed. So I didn’t do anything wrong but what I thought I was supposed to do, report the issue to livechat and by email, only to be deactivated and shunned. That’s unacceptable behavior for me doing what I was supposed to do. There’s no other way around not to include that they told me to find the issue and if livechat doesn’t have access to that then why would I !! I could see if I did something wrong, but I didn’t, and I still got deactivated and shunned and not updated and ignored unless I initiated the the conversation. THE EMAILS I SENT PROVE ALL THIS, LITERALLY!! I got done dirty and I would like to see an apology and reactivated or in worse case scenario reactivated as I did nothing wrong. If you didn’t or can’t find the emails I will resend them or wherever you want me to send them to. Thanks for your time….

Dear Joseph,

I have received all the emails. No need to resend them.

Please understand that we can't force the casino to reopen your account. Players' accounts can be restricted or closed completely at any time, even without further explanation. If all the winnings have been paid and no funds are being held, I'm afraid we can't help you.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

You guys ask for the desired outcome and I said an apology and I don’t care about the damn money. I did the right thing I reported something going wrong with the game. You can clearly see that I always had to engage the conversation and you can clearly see that I was completely genuine and nice about it and just giving them a heads up on top of that there’s no reason why they needed to close my account for what?? Regardless if they take me back or not they should still absolutely be blacklisted because who in the hell deactivate somebody’s account when I reported an issue with the game? How is that even tolerable regardless. If you have the emails and all of that and you clearly see what I’m telling you is the truth and I was nice about it and everything at the beginning and you see how they did me by deactivating my account but not deactivating the game but they told me the game problem could be detrimental to the casino. And that’s the type of store here that needs to remain. Did you guys even ask them why is there any reason deactivate my account? The fact that the emails also show that they wanted me to find out what happened? I went to them for help isn’t that what I’m supposed to do. I did nothing wrong in that they should not even be allowed to be tolerable and they should absolutely stay on the list. So what that tells me is this will eventually happen to somebody else. Technically they are holding funds on me they’re holding like $20 plus on me and when I was nice enough to say just don’t worry about it and I’m still deactivated from the beginning so if you say something about their game even in a nice way to help the casino out and let them know what to be aware of the fact that they would even deactivate my account over that should be concerning to not only CasinoGuru but to anybody. All you had to say was I see here that he offered you guys not even worry about the $20 and I can see that you guys asked him to find out the problem and I also see that him getting deactivated for explaining what happened, is this how Yabby runs this casino. And you could have said I have Joseph’s email chats and it clearly shows that he told you guys out of concern was more than nice about it then all the sudden he got deactivated for reporting the game from the very beginning because he didn’t find out how to fix the problem on his own when live chat themselves don’t even have access. That was a screw job all around. So yeah they are technically holding money for me. You asked me what the desired outcome is and the desired outcome is an apology. I don’t understand how you guys can read these emails and not think that there’s not something wrong here. I understand you guys help people get their money back but you also got to understand also that this is also about the principal. Am I supposed to do the right thing or not and let them know? So if I paid $1000 on there and this happens, I am white not supposed to say anything or I get deactivated? Know that BS is not going to fly . I don’t care if it’s money involved, if there is no money involved, if you’re reading the emails and you clearly know that I’m telling the truth and this is unacceptable regardless. Would this be a site you would want to recommend somebody after the way they did me? I certainly hope not. Just on the prince of all alone you guys should be having my back, because I don’t understand how I can show any more proof than what I’ve shown you it’s clear and cut right to the trace of the issue that proves everything I’m saying is correct.

So to add on to this situation and also know if some words don’t sound correct or don’t make sense it’s because some of this is voice to text. Regardless about the $20 and I’ve made it clear I don’t care about that but if that’s the only help you provide well then yes they owe me or withheld my winnings. But what I cannot understand is if you have all the emails and you clearly see I literally did the right thing by reporting a game issue, how can these people not stay on the list? So now I have a question, if there is something wrong with one of their games, such as a glitch or something, AREN"T I SUPPOSED TO REPORT IT TO THEM? ISN’T THAT WHAT IM SUPPOSED TO DO? And yes that sentence is capitalized for a reason. I don’t care if they can close your account down with no further explanation, whatever that’s fine. But just out of GOOD FAITH, DON’T YOU THINK THAT WHAT HAPPENED HERE IS SHADY BUSINESS HERE AND WOULD WANT TO LET OTHERS HERE KNOW ON A REVIEW BEFORE THEM JOINING WITH THEM WHAT COULD POTENTIALLY HAPPEN TO THEM OVER SOMETHING OVER SOMETHING I WAS SUPPOSED TO LET THEM KNOW ABOUT THEIR GAME AND MAKING THEM AWARE OF IT ALL IN GOOD FAITH, AND TO HAVE MY ACCOUNT DEACTIVATED OVER IT, YOU WOULDN’T WANT OTHERS TO BE WARY OF THIS PLACE? I MEAN YOU LITERALLY HAVE THE PROOF IN THE EMAILS, MONEY OR NO MONEY, DON’T YOU HAVE A DUTY TO WARN PEOPLE/PLAYERS ABOUT THIS? Yes, they technically held my winnings and deactivated my account from the start if I wasn’t willing to find out what happened on my own. If your here to try to help players, and if like to believe you are, then there’s no way in good faith, money or no money, recommend this site to any player. I didn’t just make this up, you LITERALLY HAVE THE PROOF!! And if you read the so called chip they gave me is absolute BS because they never activated my account for me to be able to use it. So is the message here is that if Yabby Casino’s game has a glitch or something similar that the PLAYER BETTER SHUT HIS MOUTH OR FIGURE OUT WHAT HAPPENED ON HIS OWN, OR HE/SHE/IT WILL BE DEACTIVATED BECAUSE OF IT? There’s no way with the proof I sent you in good faith, be able to recommend this to any player period!! There should be no typo’s in this one as it has all been done by typing. I can see if I had no evidence and I was just making complaints with no proof, well then obviously you would be reluctant to help anyone like that because their merit holds no ground. But I did and do have proof. So on an ending note if it’s just about money and that’s all that is cared about, we’ll they owe me like $20. But to be fair that even know they owed my winnings I would still have to meet the rollover requirements!! But money or no money, the real question is now that CASINOGURU has the proof and can clearly see I DID NOTHING WRONG HERE, can you in good faith after knowing what you know, can CASINOGURU recommend YABBY CASINO in GOOD FAITH TO ANOTHER PLAYER. And if so we’ll F#%T IT, I guess they win.

Have you saved by any chance your game history before your account got blocked, please? Could you advise the exact time of the incident?

no when they deactivated my account to gigure out what happened on the game that I reported to them and they said If I can’t figure out my own issue even though I don’t have access to that and they know that and I told them that they were gonna have to figure it out what happened which is what it supposed to happen to begin with they have a deactivate my account till further investigation because the game could be detrimental to the casino. They never wants the activated the game itself that’s when I started in the pissed And I told them I’m not even worried about the $20 no more like I never thought it was gonna come to be this stupid of a situation. I have not been able to get back into my account since I first reported the issue. So I got no money returned to my account for whatever was wrong and they said it was unfounded claims and that they gave me a free chip which never happened because I’ve never been able to log back in to be able to play it still continue to say deactivated right at this moment because they were supposed to figure out what happened and then activate my account. Everything is in the proof in the emails. This is bigger than the $20 that I would’ve gave right back to the casino I’m sure this is about how are you going to treat somebody like that. I can see if I didn’t send you any email or any proof and this was all just hearsay. You need to make them explain why did I get deactivated for reporting an issue that I’m supposed to do isn’t that what I’m supposed to do? There’s no way in good faith you can honestly tell somebody after reading those emails that you can even remotely promote this site. What if somebody’s on here pulling like $20 a spin and something like this happens then what is it gonna happen As soon as this individual reports it. How is it if there’s a glitch in the game and I accidentally paid you a whole bunch of money even though you don’t know what they’re really telling you is the truth how is that OK but when it’s the other way around I get deactivated. I’m just gonna leave it at this, I haven’t been able to get back into my account since they deactivated it since day one until further investigation and they claim they gave me a chip which isn’t true because I’ve never been able to log back in. Like I can’t even believe I’m still sitting here having to have this discussion do you have the email you see what’s going on you see that I did nothing wrong, money or no money rather than take me back or not you can still leave them as a battery view and not recommend them I can’t even believe we’re still having this discussion when you have all the proof. It doesn’t all have to be all money but if you wanna make it about money at least it will be like $20. You clearly see me so you know what just take it back, I didn’t start getting mad until I realized that they deactivated my account but never deactivated the game that I recorded that was supposed to be so detrimental to the casino if there something wrong!! So you report one of their games and do the right thing and nice about it and doing it for the casinos favor in case it’s somebody who spending a lot of money on here and this happens to you and you tell me it could be detrimental to the casino but I get deactivated and the game Paddy’sLucky Forest doesn’t!! There’s nothing else to talk about money or no money having an account or them not taking me back I don’t see how in good faith you could ever recommend this place to anybody. My service one more time I gave you guys the damn proof!! You tell me what I did wrong, how about that. Maybe you should ask them is that a common thing you just deactivate peoples account who do the right thing and report a glitch on one of their games and tell them they have to figure it out or they’re going to be deactivated, and you can say Yabby is that how are you do business? and their response right then and there should let you know everything you need to know and leave them in having a bad review regardless episode or not regardless they ever take me back regardless if they ever find my account the $20 back, they need to be stuck into a bad review because they went the wrong way about this and they’re still continuing to go the wrong way about this. I DID NOTHING WRONG, LITERAY!!!!!!!!! It’s time to do the right thing and put Yabby Casino’s feet to the fire. And also let them know in good faith that they cannot recommend their site to anybody until this is fixed because I didn’t do anything wrong. I mean there’s nothing else to say about it, it is what it is. I haven’t been able to get back into my account even after telling them I’m not worry about the $20 anymore since day one so that answers your question I can’t record anything at why you have all the emails that explains what’s going on from me talking to them in them talking to me at all right there I don’t understand!!

Dear Joseph,

I understand your point of view and frustration. I really do. However, please understand as well that to this day we didn't receive any supporting evidence that you had your winnings cancelled or not granted.

Unfortunately, without supporting evidence it would be close to impossible to confront the casino. If you come across anything that would help us to support this case, please do not hesitate to contact us in the future and we can reopen this thread again. I wish I could be of more help. Thank you in advance for your understanding.

I showed the emails , all the back in fourth, brought up in the email that I didn’t receive about $20. You clearly know what they did was FOUL as hell!! Put the money aside because I’m just going to chalk it up as a loss, but what I sent to you about me being kind in the beginning and told them their game had a glitch or a technical error!! Now, the fact I did what I’m supposed to do and bring it to their attention , and the fact if there is a mess up to where the game malfunctions to where it’s ok for them to say a game malfunction, but when I bring it up politely at first because I had no doubt YABBY would fix it and they had more good reviews than bad reviews to where I had no doubt they’d fix it, but because I brought it their attention, Oh no l, that’s not ok for a player just doing what he’s supposed to do to getting my account deactivated!! This is beyond the money because you know and I know in the emails they were foul as hell, there’s no way that you could make anything else out of it when I sent you all the emails, and still promote this site. F#%k the money, they need to stay in the questional casino section. It’s a damn joke and so you should not be promoting that till they clean their act up. I appreciate you trying to help me but like I said this is bigger than money people need to be warned when they come read a review here and the fact that I sent you all the emails is reason enough to keep them in a bad casino section. I did nothing wrong, PERIOD!!

Please understand that we do not promote Yabby Casino. It is simply a part of our database. I'm sure you have checked the review on our website, where all our findings are listed:

"There are also some unfair Bonus Terms and Conditions, which might cause you issues if you decide to take advantage of the casino's bonuses or promotions. Because of this, we advise you to look for a casino with fair rules or at least pay special attention to this casino's Terms and Conditions if you decide to play at it.

As we already mentioned, we've given Yabby Casino a questionable reputation rating. That means that while it's not completely bad, it does have some negative qualities because of which it's advisable to look for a better online casino to play at."

Additionally, please understand that casino reputation can’t be determined by a negative experience of a single player. If you’re interested in the process of how we review online casinos I could recommend checking our article. 

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.