Yabby Casino - Player's winnings have been confiscated.

This is the 2nd time within 2 weeks. I have started playing with the "NO RULES" deposit bonus coupon lately, because I'm tired of the games and impossible play throughs of high-percentage bonuses. I spend between $400-$1000 weekly at Yabby. I cash out very very rarely, which makes this more infuriating.

Ok- 35% NO RULES deposit bonus...I put in a deposit of $46, the bonus was around $16- total of about $62. Play-through easily achieved on Diamond Fiesta, perhaps another slot too, can't remember. I continued to play Diamond Fiesta for hours, eventually winding up with a total winnings of $372-$375, can't remember exact amount. I cashed out $325 and left $50 in my casino account SPECIFICALLY because I like table games and wasn't worried if I lost the $50 because I was satisfied with the amount I withdrew. The request was confirmed at 4:16am, within 4 minutes it was approved and sent (allegedly). I did not start playing the table games until I got the email it was approved. That email disappeared from my inbox at 4:46am, and was replaced with a decline. Very odd- I was unaware you could reverse a crypto transaction. Let me start with the "NO RULES" bonus as presented on the Yabby website. They added the "No Other Games in any category are allowed" very recently, likely to cover their ass for when they did the exact same thing on the exact same coupon 10 days prior. The $50 I left in my casino account was around $40ish after a lot of fun play, and around 5am and all of a sudden the game froze, my entire balance disappeared and reappeared as $367ish, and went back to zero again. I went back to the lobby, refreshed the page and went back to the game I was playing. It just seemed to be a glitch to me at that moment, because my $40 something balance was there again. That's when I thought maybe I should check to make sure my withdrawal completed. Instead, I got this email. A full 28 minutes after the approval confirmation and 32 minutes after initial receipt confirmation. Notice the insane excuse they came up with when THE ENTIRE TERMS OF THE COUPON WERE PRESENTED (NO RULES COUPON- WHAT A JOKE!!!) RIGHT ON THE PROMOTION PAGE. (See pics after their email) And I went ape-shit!! I wrote like 10 replies within 40 minutes and they went from logical to not very nice...I threatened to post on the LCB website, which I did around 6am. Anywhere I could find a space!!! A rep from LCB reached out to me and let me know she would find out what happened. THE EXACT SAME THING HAPPENED ON SEPT 10th. I got my money back that time, pretty quickly after I posted their theft on the same website. I haven't had any response from that rep nor Yabby casino since 10am this morning. They removed almost all of my posts. Please help me!! This casino has robbed me again. Everytime I feel like it is a fight to get what is rightfully yours. Please also be aware that once I cleared that play-through every dime was mine to do what I choose with no max and no minimum payout. Hence, the "NO RULES" allure of this deposit bonus. I feel so violated, I am beyond furious. See below and let me know if you have questions. Thanks!

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Payments Yabby

Wed, Sep 25, 4:48 AM (22 hours ago)

to me

Hello Megan 

Hope that you are well and safe

Unfortunately, your payout wasn't able to be finalized.

After reviewing your account and gameplay, we have found that you have a violation while playing in Our Casino.That violation is highly forbidden according to the Casino's Terms & Conditions which you agreed to upon the registration process.

-You were playing a game that is not allowed by your coupon terms.

Each coupon has terms that prescribe what game is allowed to play with that particular coupon.

We will provide our Terms & Conditions that you can check by following this link - https://yabbycasino.com/terms-and-conditions

7.1.z - Terms of the promotion are in effect until all winnings from the promotion have been withdrawn. Depositing on top of existing balance, meeting wagering requirements, withdrawing or having your balance drop below $1 will not void this rule.

Due to previously stated, the Management had no other option but to void all winnings.

In case anything is not clear about promotions or T&C, You can always contact us on 24/7 live chat, before You start playing.

However, since this was done unintentionally, we have processed the whole deposit back to your balance. Good luck.

We hope that you will find a way to understand us.

Kind Regards,

Sienna,

Yabby Payments

4409000:1081494

Dear MEGGIEMOO,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Did you see any pop-up or some other warning when you wanted to play a game that should not be allowed according to Bonus Terms?

Did you see any pop-up or some other warning when you finished wagering your bonus, that the bonus rules apply even after the wagering requirements have been met?

Do you have any correspondence or screenshots from your communications with the casino’s customer support? If you do, please forward it to me at veronika.l@casino.guru.

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

Best regards

Veronika

Dear Veronika,

Thank you so much for your reply. Here are the answers to your questions:

Did you see any pop-up or some other warning when you wanted to play a game that should not be allowed according to Bonus Terms? NO- BUT ALWAYS UNABLE TO USE THESE GAMES (POP-UP RESTRICTING ACCESS) WHILE PLAYING THROUGH WAGER REQUIREMENTS. ONCE PLAY THROUGH IS MET, THESE GAMES UNLOCK.

Did you see any pop-up or some other warning when you finished wagering your bonus, that the bonus rules apply even after the wagering requirements have been met? YES- A POP-UP USUALLY APPEARS WHEN BONUS REQUIREMENTS ARE MET. NOT ALWAYS, BUT MOST OF THE TIME. IT DOESN'T APPEAR IF YOUR BALANCE DROPS BELOW A CERTAIN AMOUNT, AND IT DOESN'T APPEAR IF IT IS A NO-DEPOSIT BONUS PLAY THROUGH REQUIREMENT. INSTEAD THEY TAKE THEY CHANGE YOUR BALANCE TO THE MAX CASH OUT AMOUNT OF THAT BONUS IN THE MIDDLE OF GAME PLAY SO YOU DON'T NOTICE. IT IS ALL DESIGNED TO TRICK YOU INTO USING THE ALLOWED CASH OUT BEFORE YOU REALIZE THE BALANCE WAS ALTERED.

Please be aware that 100% of my winnings belonged to me, hence the reason I use the "NO RULES" bonus. Also, I took precaution because they have done this to me before. I waited to open these games until my withdrawal was approved. This is 100% fraud, and I am beginning to realize the whole system is set up so you can't cash out. In this case, the bonus was $16. That deposit was $46, but I had deposited $120 that evening and over $600 that week. I feel totally violated. I would have withdrawn the entire amount, but based on past history they reject it everytime and tell you that $16 (in this case) is not withdrawable. I left $50 there on purpose to cover that amount and because I like those games, and had no intention of withdrawing any additional funds from this entire transaction. They would never allow that. You are supposed to play remaining funds out until they are gone. If you make the mistake of depositing on top of that balance they will take everything anyway, telling you that you made a major violation by co-mingling funds. Made that mistake before. Support told me I had to deposit to meet the minimum cash out amount, then they took all of it (new money and existing balance) as a punishment.

They stopped responding to me after I replied to the email sent when they reversed my withdrawal. I will email it to you.

Additionally, the LCB.org website continues to take down my posts warning other players about this casino's continuing fraud. They are affiliated to that group of casinos in some way. They also assigned a rep to assist with this, but according to her they refuse to answer as well.

Thank you so much for your help!

[personal information hidden by Casino Guru]

I would like to point out that Yabby put 2 offers for free spins in my rewards box a few hours after taking all my winnings. I know how all the rewards work, and I already used that days earned rewards. They are posted at 12am daily. You never get them randomly added during the day. You have to go to support and ask for cash back or free spins after you use the ones posted at 12am daily. I know exactly what they are trying to do. They want me to use them so they have further leverage to justify stealing from me. They are trying to bait me into taking their fraudulent "settlement", let's call it. Totally crooked, absolutely surreal.

Thank you very much, MEGGIEMOO, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello MEGGIEMOO,

I'm Michal, and I have taken over your complaint. I have reviewed your case and although I understand your perspective regarding the expectation that a "NO RULES" bonus should really be a "NO RULES" bonus, however, as outlined in the bonus information, there are several rules associated with that bonus. While I can see how the name might lead to some confusion, the rules were clearly presented, making adherence to them essential. Additionally, I must point out that even though I empathize with your situation, once you receive confirmation of your withdrawal being processed (although you quite promptly received a withdrawal cancelation notification) you would expect to be able to play other, previously restricted games, but the casino has these rules in place:

aa.Terms of the promotion are in effect until all winnings from the promotion have been withdrawn. Depositing on top of existing balance, meeting wagering requirements, withdrawing or having your balance drop below $1 will not void this rule. The terms of the promotion seize to be in effect once a new fund action (deposit or bonus) is made at the moment the playable balance is under $1.00.

I will contact the casino to see if I can help.

We would like to invite Yabby Casino to join the conversation.

Dear Yabby Casino,

I would appreciate it if you could clarify the reasoning behind the confiscation of the player's winnings. Please confirm which games has the player engaged in while playing with the bonus. Additionally, please forward me the player's full game log for review at michal.k@casino.guru. Thank you

Greetings all,

Hope you are doing well.

After conducting a comprehensive review of the player's account, it has been determined that the player violated the terms of the coupon LETSGO by playing restricted games - Blackjack and Tri-Card Poker.

The promotional terms clearly state that only Non-Progressive slots were allowed for this coupon, and these terms were readily available at the Cashier for the player to check at any time.

This particular coupon comes with this specific terms, namely:

https://yabbycasino.com/terms?class=letsgo

Key terms include:

• Wagering: 1x D+B
• MCO: None
• Allowed games: Non-progressive Real-Series Video Slots only (except 777)

While the player did play the allowed games (Non-Progressive slots) up until their payout request, they subsequently played restricted games, which led our Payment Manager to reject the payout request and remove the winnings. Additionally, as the player confirmed, they received a pop-up notification upon completing the playthrough requirements, reminding them that bonus terms (such as maximum cashout limits and allowed games) remain in effect until the withdrawal is fully processed. It’s important to note that players must agree to these terms before proceeding with gameplay.

However, after carefully reconsidering the situation, the player's winnings were reinstated to their account, and they successfully withdrew them. This marks the second time we have made an exception for this player, as a similar situation occurred just days prior. With that in mind, we would like to remind the player that the terms of the promotion remain in effect until all winnings from the promotion have been fully withdrawn.

@MEGIEMOO Please refer to the specific term here:

https://yabbycasino.com/terms-and-conditions

7.1. aa. Terms of the promotion are in effect until all winnings from the promotion have been withdrawn. Depositing on top of existing balance, meeting wagering requirements, withdrawing or having your balance drop below $1 will not void this rule. The terms of the promotion seize to be in effect once a new fund action (deposit or bonus) is made at the moment the playable balance is under $1.00. Please refer to term 7.1.j.

Michal, I have forwarded all relevant information to your email. I hope the player can confirm that the winnings have been reinstated and withdrawn so that we can move forward and close this complaint.

If you need further clarification or have any additional questions, please don’t hesitate to reach out.

Best Regards,

James Peterson

Yabby Casino

I appreciate your email and the clarification provided, James / Yabby Casino Team. I truly appreciate your considerate approach in re-crediting the player's winnings and handling the withdrawal process.

Dear MEGGIEMOO,  

As previously stated by the casino team, despite the violation of rules, they have demonstrated their goodwill by re-crediting your winnings. While I commend the casino's fair approach, it is important to recognize that this decision was made at their discretion, and they were not obligated to take this action. I highly encourage you to review the terms and conditions associated with any bonuses you claim and to adhere to them, as in many other casinos, winnings would not be granted under similar circumstances, and we would have to support the casino's position in the event of a rule breach.  

Please confirm receipt of the winnings so that I may proceed to close this case as resolved.

Confirmed- I received the funds.

Thank you for your help!

Dear MEGGIEMOO,

Thank you for the confirmation.

With the complainant's confirmation, we consider this issue successfully addressed/resolved. We will now mark it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru (trustpilot.com). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal

Casino Guru