HomeComplaintsYabby Casino - Player's winnings have been confiscated.

Yabby Casino - Player's winnings have been confiscated.

Amount: €50

Yabby Casino
Safety Index:High
Submitted: 18 Dec 2022 | Case closed : 17 Jan 2023
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

1 year ago

The player from Italy was informed that he cannot withdraw winnings from a bonus that was used more than once. The player stated that the bonus had been credited to them automatically, but the casino provided evidence showing that the player had requested the bonus on multiple occasions. It is also clearly stated in the terms of the bonus that you can only make one withdrawal from this promotion. Consequently, the complaint was rejected.

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1 year ago
Translation

Hello casino guru I'm asking for your help because I'm not there to be fooled

Practically like every day or almost yabby casino sends me via email or simply by entering the free spins account that after meeting the requirements you can withdraw the winnings I have met the 10× requirements for this bonus so much so that once the bonus is requisite the balance and real past

So I requested the withdrawal and they sent me an email where I simply had to confirm my withdrawal details and so I replied to the email

They sent me a second email

Telling me that in the past I had already withdrawn through these free free spi and that therefore a second withdrawal was not allowed

Having said that, I ask you to help me get my measly €50 win because the main question is the following if I can't withdraw a second time from these free spins why then do they put them in my account? And also why then had it become a withdrawable balance? It seems to me a pretty good excuse not to give me my winnings thanks I await your help.

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1 year ago

Dear danilomapelli,

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. Was this bonus credited to your account automatically or did you activate it yourself?

When did you use the bonus for the first time? Did you make any deposits in between these two bonuses?

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

Best regards,

Kristina

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1 year ago
Translation

Hello to you I logged into my account and there were 75 free free spins so I started playing it gave me a win of around €6 I met the 10x requirements so much so that the balance was real then I made the withdrawal where I as evidenced by the email from them where I am only asked to verify the username or danger87 and wallet address of my electronic wallet.

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1 year ago
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I am also attaching emails as proof

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1 year ago
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file

Here is also proof that I had made the withdrawal request

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1 year ago
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But then they canceled me for no reason because if I couldn't withdraw like they say then why did they give me 75 fre spins

To make fun of people?

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1 year ago
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I add that I have already deposited otherwise it would not have been accepted when I withdrew for the first time

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1 year ago

Thank you very much for your reply, danilomapelli. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

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1 year ago
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Email sent

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1 year ago

Thank you very much, danilomapelli, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

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1 year ago

Hello danilomapelli,


I have reviewed your case and will contact the casino to see if I can help.

 

We would like to invite Yabby Casino to join the conversation and participate in the resolution of this complaint.

 

Dear Yabby Casino,

 

Can you please provide further insight into the situation? Have the free spins been added to the player's account automatically?


Kind regards,

Adam

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1 year ago

Hello Adam, Kristina and danilomapelli,


We hope that you are all well and we wish you all a very Happy New Year.


Please note that the bonus in question - EXTRA75 has a specific limitation regarding the payout limits. Only one withdrawal is allowed from this specific promotion. This limitation has been made visible in the email offer the players receive.


In this case, the player was fortunate enough to meet the requirements of the bonus and to withdraw the winnings from the very first EXTRA75 redemption. This occurred on October 10th, 2022. From that moment on, the player did not make any deposits and has redeemed the EXTRA75 bonus multiple times.

This, in itself is not a violation of our terms as the bonus has indeed been made available for redemption up to 6 times. The idea is to allow our players to play as much as possible with bonuses and in the process learn more about the games and options on our website. However, as the player already won from the bonus, another payout was not possible.


As we may see in the screenshots below, the player redeemed the bonuses from his side and has won again on December 18th. This time around, a payout was unfortunately not available due to the previous win and payout from the same bonus.



We hope that the explanation provided shares enough light as to what occurred on the player's account.

Of course, should any additional information be required, please do not hesitate to contact us.


Kind Regards,

Lucas

Yabby Casino Management


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1 year ago
Translation

Yabby casino but if you can't collect your winnings then why are you putting frispin on my account?

Casino guru do you agree with me?

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1 year ago

Dear Yabby Casino,


Thank you for your response and for the additional information.

You stated that it is not a breach of the terms for the player to claim the same bonus multiple times, but is it stated clearly that the player will not be able to make a withdrawal of any winnings should they do so?


Kind regards,

Adam

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1 year ago

Dear danilomapelli,


There has been no further response from the casino. I will attempt to contact them again.

In the meantime, please let me know if there are any developments.


We would like to ask Yabby Casino to reply to this complaint. You have stated that the player is allowed to claim the same bonus up to 6 times, but it is not very player friendly if it is not stated anywhere that no winnings can be withdrawn from any use of the bonus after the first time. If the intention is for the players to play as much as possible with bonuses and in the process learn more about the games and options on the website, would it not be possible to have a separate, "demo play only" bonus that is purely for that reason and avoids situations such as this?


We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating. 


Kind regards,

Adam

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1 year ago

Hello Adam,


Hello danilomapelli,


We hope that you are all well. Please accept our apologies for the delayed reply.


The player is allowed to claim the same bonus multiple times, should the Casino allow it and should the bonus be directly credited to the player's account by the Casino.

In this specific case, and in the case of the bonus EXTRA75, the bonus is allowed to be claimed more than once, however, it is explicitly stated in the terms of the bonus and in the offer that only one withdrawal can be made from the promotion.


You may see below, the attached screenshot of the email offer that is sent to all players.


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We hope that everything has been cleared up and that the explanation is understandable.


Thank you for your patience and understanding.


Kind Regards,

Lucas

Yabby Casino Management

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1 year ago
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I have not received any emails I logged into my account and found the 75 free spins

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1 year ago

Hello danilomapelli,


According to the screenshots provided by the casino, you requested this bonus be added to your account on 10/10/2022, and also it seems two times on 18/12/2022.


Although we can see that the offering of a free bonus multiple times but only being able to withdraw your winnings once could cause frustration, I am afraid the casino has acted in accordance with the terms of their promotion in this case.


Consequently, there is nothing further we can hope to achieve regarding this matter and this complaint will be rejected.

I am sorry we could not be of more help on this occasion.


Kind regards,

Adam

Edited by a Casino Guru admin
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