Yabby Casino - Player's criticizing responsible gambling practices.

I have tried to self exclude myself before at Yabby casino in the very beginning of 2023. After speaking with a chat rep at the casino about how I was noticing I was betting more than I should and I wanted to be self-excluded, to my surprise nothing came out of it ...I was still able to log in day after day week after week and month after month and still getting emails to "TRY OUR NEW GAME WITH 60FS".

I have been in contact with the casino and they acknowledge that I reached out before to them with my gambling problem that I was noticing was occurring and happening to me a few months back. But I'm now not able to access my account because on April 2nd 2023 my account was disabled while I was self-excluding myself from a different online casino, here at yabby casino it was restricted and disabled immediately before I could talk to them again about it before I could even exit out of the other casinos site - it was very odd. And since that happened and I wasn't able to talk to anybody about being reimbursed at Yabby.

I told them it was unfair close my account before I even said a word to them that day about it ...they said that they have strict policies on gambling additions and they care about thier players that is why they disabled it. I told them why didn't anybody care 5 or 6 months back the first time I try to reach out for help then why was nothing done then? And I went on to say I didn't even get a chance to log in at their casino on April 2nd to talk to them about it again because after I was done talking to a different Casino website about this issue with them, my account was closed here as soon as I exited out of that chat site and went to go to Yabby casinos website to do the whole process over again it was already shut down. The casino has been keeping in touch with me through email, they are investigating, I just feel like I need help with this because it's a lot of money that I never should have been able to bet on my account and I feel like if I don't have your help here I won't get the money back that I never should have been able to bet trying to self-exclude myself from before to April 2nd 2023.

Dear Funsize20cs,

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. Could you please forward me the initial self-exclusion request you sent in the past? Do I understand correctly that you currently do not have access to your casino account?

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

Thank you very much in advance for your reply.

Best regards,

Kristina

I had made my request through the live chat at the time. Yabby casino has it on record. I do have a few emails to send to you regarding this matter and I will be sending them to you shortly . Thank you for taking the time to open my case ...its a complicated one - so I thank you!

Also , no I dont have access to my account anymore ...they disabled it within mintues of me talking to a totally different casino about self exclusion ... Which they claim they have nothing to do with..but my account at Yabby was closed without me even going to Yabby casinos site and talking to them there on 4-2-23 ... I was on my was to theirs but as I tried to sign it it was already done ..i couldnt access anything and started to ask questions as to why because the 1st time back in Jan 2023 when i talked to them and told them I need to be self excluded ( and went into great detail why ) nothing had been done ...still for months I was able to deposit and try new slots with free spins from the casino to try out ..this time I talk to a totally different casino about it and suddenly I cant get into my account anymore? ..it was very odd and suspicious to me...still is since I didnt talk to them yet that day 4-2-23. I will send you the emails. Thank you!

Thank you for your reply, Funsize20cs. Unfortunately, if you didn't save the initial self-exclusion request, we are not able to proceed with a complaint like this as this evidence is crucial to us. Since your account has already been closed, at this point I can only recommend that when applying for the self-exclusion in the future, save all relevant communication, state clearly the reason why you want your account to be deactivated, and specify the time period. 

Furthermore, the best way to self-exclude is via email. Email "Subject" should clearly indicate what the message is about and be easily recognizable. The casino support receives many requests per day hence if it’s visibly marked you stand a better chance to have your request granted as soon as possible. With such a request you not only have proof of it, but you also have a better chance to ask for a refund for any deposits made after this request.

Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint. Thank you very much for your understanding.

Okay, I know that they have it on record though. But besides that, on April 2nd 2023 I was talking to a totally different casino about self-exclusion and after I was done talking to that chat member at the other Casino site that had nothing to do with Yabby Casino ,they say -as soon as I exited out of that one to go on to Gabby Casino to repeat the process all over again I couldn't even log in they had me restricted and blocked I didn't even say anything to them that day. I said something to a totally different Casino site that they told me I would have to contact Yabby about because I thought their sister casinos and they said that they're not. So I have no idea how my account simultaneously got closed after I was talking to a different Casino about this. So they shut me down out of the blue , and that is unfair because since they did that and my account is closed they are saying they cannot refund me any of the money . But how did they come to the conclusion that they should shut my account down like the exact same minute that a different Casino? And I found out by speaking to a different Casino that the chat workers have the power to shut your account down you don't really have to write to the Pit Boss apparently . Somehow they found out through the other Casino and shut me down so they wouldn't have to pay me and reimburse me because they know that I've been playing there for months after speaking with them .

Please, reconsider....?

I apologize, but as I explained previously, we cannot ask for any refunds without the initial self-exclusion request or seeing the message where you clearly ask for account closure due to a gambling problem. If sister casinos decide to exclude players from all associated websites, that is totally up to them and we have no influence over this.

We would really like to help, but it is impossible for us this time. If you ever come across your initial self-exclusion request, feel free to reopen this complaint and we will review it again.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.