Yabby Casino - Player's account unfairly suspended after support issues.

Yabby casino… I’ve got so much to say about them. It was all good and everything until I finally made a deposit. After making my deposit, I tried to contact customer support to ask about what games I can or cannot play during my bonus but I could not get a hold of them and a bot kept on popping up. The bot couldn’t answer my question related to my bonus and for some reason all the information on my bonus disappeared so I started freaking out. I got over waiting for a response from an actual person so I started playing a game from the free spins because that’s the only game I know that is allowed. After wasting all of my funds, I then tried contacting support live chat again because I can’t redeem the code that was on the coupon for the 500 free spins. Someone that isn’t a bot only come along when I have nothing and need to make a deposit. Where were they when I needed help earlier. I got over it asking for the code and they wouldn’t give it to me saying they not allowed to do so. I’m here dumbfounded because I swear I could access that information before I made the purchase. They wanted me to contact their live chat every single time I wanted to claim my code just so I have to wait 30minutes to 2 hours for a code that I used to be able to see. I just don’t understand why they took off that information in the first place. I ask for a refund since I’m not able to see my code anymore because I didn’t know I had to memorize it or something. I settled with coming back tomorrow when it’s supposed to be available again. Then I took off from work and everything because I know these guys take forever to get in touch with, let alone reply. And dozens of attempts I started going mad trying to claim my code because it’s the second day and they’re talking about me already claiming my spins for the first day. I keep letting them know that I’m well informed about using my code yesterday but it’s a new day so where’s my code. I got my spins after almost 2 hours but they did not tell me what the code and I have to wait another 2 hours yet again. So I’m getting all psycho and stuff because I’ve basically been robbed and I have to waste so much time because the took away my access to see the bonus code and all details related to what I have purchased. Sure it’s only $20 but the fact that they’re well known with good reviews made me think they had bots probably give themselves those reviews because they have the most rude customer support I’ve ever dealt with. Let alone how hard and frustrating it is waiting for assistance from live chat or email. I didn’t not pay to wait 2 hours just to claim 100 spins 5 times… after I tried to attempt getting the code so I didn’t have to wait 2 hours again I failed and they didn’t even give a reason, all they said was i already claimed me code yesterday… after that I just went to play my spins and suddenly after 10 spins in, I get a message saying that an administrator had kicked me out of the server. I check my email and I’ve been permanently banned for what seems to be their fault in the first place. I hope they get sued or something because they deserve all the bad karma in the world for doing that. And now I lost my money and what was bought with my money because their unfair, unreasonable, untimely, and cannot comprehend what is even being asked of them. I’m legit going crazy out of frustration asking for my spins for day 2 and they’re talking about claiming the first day. It never got through most of them because it took almost 2 hours for me to finally get my spins only to get banned afterwards. Please help me seek justice somehow because I’ve never been scammed that hard in my life. It’s funny because the reason I was banned was for my language. Like, who wouldn’t be swearing their asses off when you pretty much stole from me.

Dear anthonypacupac,

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.

• Am I correct in understanding that you received Free Spins but were unable to activate the promotional offer?
• Does this imply that your $20 deposit was retained by the casino when your account was blocked?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Dear anthonypacupac,

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.

just realized I could’ve sorted out everything to make it shorter 😂

to answer Yabby Casinos complaint team lead:

I haven’t gotten my spins until 10 spins before I was banned. You also forget to realized what I had to go through to even get spins i had access to claiming myself.

also for the second part, I only deposited because the spins is worth more than the money deposited anyways.

at this point I just want my money back because your support team wasn’t worth dealing with because my mental health got f***ed up. Excuse my language, it’s actually worse in person. I have many more cases of their extremely over the top support team to leaves out the areas they mess up on. There’s a bunch of email transcripts trying to explain the situation to them but just don’t get it. I always ask them something with trigger words but as a while different meaning to see if they actually read what I’m telling them. Like asking when my redemptions finished and deposited into my account. I swear they always bring up that I need to donate after that. (They actually do[happened over 10x])

Hi anthonypacupac,

I’m sure you understand that I don’t work for the 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 if you were asked to provide any personal documents to complete the verification before a refund of your deposited funds could be processed?

Thank you.

Dear anthonypacupac,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.