Yabby Casino - Player's winnings have been reduced.

 Hi, I believe yabby casino is in the wrong for taking my winnings. So I started with a no deposit bonus, I completed my wagering requirements, and playthrough bonus. I was up to around $500 and requested a payout. They denied my payout due to my account not being verified and took my extra winnings and left me $50 since I completed my playthrough bonus and everything else they required. $50 was the max cash out from the bonus terms. 

 So I sent in my verification documents and they approved my account and verified it. During the time I was waiting to be verified I was playing with $50 of my money, and also deposited an extra $10 via Bitcoin. Then I was down to $4 and on one slot game I hit for $1300. So now finally verified, I have $800 of all my winnings with my money left. 

 I went to cash out $500 and they declined me saying I have not deposited any money and once again take all my money except $50. I go to a chat with them and they can see my deposit so I request another withdrawal and I get denied in an email again saying I need to deposit first. But in the chat they can see my deposit so I'm not sure what's going on there. Also this is the second time they have taken my winnings, the first time was from the bonus. I understand the first time, but why would they take all the funds a second time, I definitely feel cheated. 

Dear joryb,

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 advise which bonus you played with? If possible, please post here a link to the bonus offer you activated.

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.

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

Hi Kristina, attached is a screenshot of the email and the link I used is,

https://e.customeriomail.com/e/c/eyJlbWFpbF9pZCI6ImRnVFA2QWNEQU1Qc3BRSEM3S1VCQVlwMm1HQjQxdl8xME1vMVoyb3kwUT09IiwiaHJlZiI6Imh0dHBzOi8veWFiYnljYXNpbm8uY29tL3lhYmJ5X2FmZi5waHA_Y2FzaW5vSUQ9OTM2XHUwMDI2Z0FJRD0xMTk5MjBcdTAwMjZzdWJHaWQ9MFx1MDAyNmJhbm5lcklEPTciLCJpbnRlcm5hbCI6ImNmZTgwNzVhZTI4NjAxYzNlY2E1MDEiLCJsaW5rX2lkIjo5OTZ9/d574a4a8e31accf4f8eac7fb2028c845923b300278f6b696433d84c6a8539a35

I only used the 200kings code.

Thank you very much, joryb, for your cooperation. I will now transfer your complaint to my colleague Matej (matej@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.  

Hi Kristina just thought I'd check and break down all events that happened in order.

- used 200kings promo ndb

- went through all wage and playthrough requirements

- have $550 went to withdrawal $50 after the requirements

- denied due to no deposit, they took my extra $503, leaving me $47 as the promo code stated

- Bitcoin deposit made

- using my money I won $1300 on Rudolph's revenge

- played away $500 leaving me $800

- go to withdrawal $500 of it and denied for no deposit

- try withdrawal again, and here they take all my winnings AGAIN except for $50. I had no promo, ndb code anything active when they took all my winnings

- I try talking with them and nothing, they see my deposit but yet would not give me back the money they took from me the 2nd time.

- contact casinogurus for help

Hello joryb,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Matej,

Hello joryb,

We trust that you're well.

Please note that we have reviewed your account regarding your grievance.

As we can see, on the 10th of September, you have redeemed the 200KINGS no-deposit bonus. The terms of the promotion are the following:

- Code: 200KINGS

- Value: $200 Chip

- Wagering: 10x

- Max cashout: $50

- Max bet per hand: None

- Allowed games: Non-Progressive Slots (excluding 777), Keno, Video Poker

- Other general terms apply

You have subsequently met the wagering requirements of the bonus and your balance was set to the $50.00 max cashout limit.

At no point have you deposited on your account, so your balance comes from the no-deposit bonus.

Your account was fully verified on September 19th and at this moment, you are only required to make a Verification deposit in order to be able to finalize your first withdrawal and collect your $50.00 winnings.

We must emphasize that the Verification deposit does not have to be wagered and you can withdraw it instantly along with your no-deposit bonus winnings.

Please let us know if any additional information is needed.

Kind Regards,

Lucas

Yabby Casino Management

Okay so you took my winnings one time which was part of the terms of the bonus.

After you took my those winnings I won $1300 and went to cash out $500 of it and you took my winnings again to $50 for the second time.

I did sent a deposit as well and it went through. So why did I lose my winnings when I was playing with no bonus code?

Hello joryb,

We hope that you're well.

As stated above, the maximum cashout amount when playing with the 200KINGS bonus is $50.00. Given that the terms of the promotion are still in full effect, you may withdraw no more than $50.00 from said bonus.

Regarding your deposit, we have reviewed the screenshot you have provided and we are happy to say that your deposit has reached our wallet and that it is currently pending due to active balance on your account.

At the moment, you have two options at your disposal.

The first one is that the deposit is credited to your current balance and you will then be withdrawing your winnings along with your Verification deposit. You will not be required to wager the deposit.

The second option is to withdraw your winnings from the free bonus, and then have your deposit credited. You will then be able to play with your deposit, however, please note that you will be required to wager the deposited amount once, in full.

You may contact our Customer Service through Live chat to finalize your withdrawal.

Kind Regards,

Lucas

Yabby Casino Management

Dear joryb and Lucas,

After carefully reviewing the case, I can confirm that the casino acted in accordance with its terms and conditions. However, I must express that capping winnings twice goes against our fair gambling codex.

At casino.guru, we believe that gambling should be as fair and transparent as possible, and capping winnings more than once can be confusing for players. We have received a significant number of complaints regarding this matter, and we are aware that there are other casinos that can easily resolve the confusion surrounding capping winnings. The best option, of course, is to cap and transfer the money into the real balance immediately after completing the wagering. If the casino insists on a withdrawal (for security reasons), it is best not to cap the winnings and to do so during the withdrawal process. If this is not possible, a pop-up window should be displayed when the player is making a withdrawal, informing them that if they cancel or revert the withdrawal, the cap will be applied again.

Since our rating system focuses on how fir & safe casinos are for players, we cannot support the casino in this case. However, we acknowledge that the casino acted in accordance with their terms and technically, the casino is within their rights.

What we suggest is for the casino to change their system for issuing and capping bonuses to a more transparent one.

We also recommend that the casino pay the winnings to joryb. However, if the casino decides not to resolve this issue, we cannot fully penalize them in this case.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Matej,

Hello joryb,

We hope that you are well.

Thank you Matej for reviewing this case in great detail. Following the suggestions and instructions Casino Guru gave a few months ago, we have prepared pop-up notifications for the players that should be informative enough so that there are no similar cases occurring where the players fail to see their cashout limits.

Along with the information about the cashout limits, bet per hand limits, restricted games and some other information will be included in said notifications.

We do have to say that without your input, we would not be able to come with a solution that would improve the overall gaming experience whilst maintaining the core of the Casino intact.

Regarding joryb's specific request, we are, unfortunately, not able to pay the winnings once again.

The player already received a $50.00 withdrawal, which is the cashout limit for the bonus, and, we do have to mention that it was also an exceptional payout due to the fact that the user played restricted games.

We are, unfortunately, not able to make an exception in this case as it would affect the integrity and business model of the Casino.

We would like to thank you for your understanding and we hope that we can continue working on further improving our Establishment together.

Kind Regards,

Lucas

Yabby Casino Management

I have not to received even $50. My $10 deposit is still not shown. Here is a screenshot of me trying to withdrawal $500 of the cash and it was only rejected due to you not accepting my pending deposit. Then after that the you took all my winnings. This deposit has been pending since September 10th.

Hello joryb,

We hope that all is well.

Please note that your deposit has been located and it is pending on your account at the moment. Given that you have active balance on your account at the moment, your deposit isn't being credited automatically.

At the moment, you have an option to withdraw your deposit along with your free bonus winnings, without wagering said deposit, or, you may withdraw your winnings only and then continue playing with your deposit.

Once you decide on your next course of action, simply inform our Customer Service either through Live chat or by e-mail.

Your withdrawal will be finalized instantly.

Kind Regards,

Lucas

Yabby Casino Management

Dear joryb and Lucas,

It seems that we have reached a standstill, unable to progress any further.

Therefore, I would like to conclude this complaint with the following status: Against fair gambling codex - indicating that the casino is technically correct, but the situation could have been handled better.

I hope you both agree.

Dear joryb,

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.

I'm just trying to get my $50 and deposit and not return to them again. But now they want me to do another account verification form, are you kidding me?! Does this never end with them?

Hello joryb,

Hope you are well.

As stated, your account is fully verified and you are allowed to withdraw your funds.

Please make sure to contact Customer Service prior to your payout to determine what you wish to do with your Verification deposit.

Thank you for your understanding.

Kind Regards,

Lucas

Yabby Casino Management

that's email and I have no chat option on the site. Am I being Punk'd or what? This is how it's been since my first withdrawal attempt. It's been months I've been trying to get my winnings.

Hello Lucas.

Can you help joryb? He did everything as you asked and now he's stuck again.

Hello Matej,

Hello joryb,

We hope that you're well.

We are happy to see that you have successfully finalized your initial withdrawal request on November 4th and also had a subsequent withdrawal on November 5th.

Please let us know if you need any additional assistance.

Kind Regards,

Lucas

Yabby Casino Management

Dear joryb,

Could you please confirm receipt of the payment so that we can close this case?

Dear joryb,

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.

Based on the latest casino statement and joryb's lack of response, we have decided to close this complaint as unresolved with the status: Against Fair gambling codex as previously mentioned.

We appreciate that the casino will take steps to prevent this situation in the future.

We’ve reopened this complaint at the request of Yabby Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The casino representative provided evidence that the winnings were paid despite that the player played restricted games. After receiving this evidence, we reevaluated the complaint and decided to reject it.