The player from Italy has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet. The complaint was rejected because the player didn't respond to our messages and questions.
Yabby Casino - Player’s winnings haven’t been received yet.
Amount: €80
Yabby Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
I used freespins, won freespins, managed to meet the conversion requirements, after converting bonus money into real credit, decided to play some live games, which brought me more income.
I requested the withdrawal, they told me they would verify my account.
5 days go by and I am told that I have used the bonus money on prohibited games.
As long as I had bonus money I played only the allowed games, only after turning them into real balance, I played games that are not allowed in the bonus, also because the casino does not provide the funds if they are still to be converted.
Now they have eliminated my funds leaving my account at 0.
Vinorego help me, I have already made a complaint to their email but I have not yet received answers
Automatic translation:
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2 years ago
Dear Alexamm90,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 years ago
Translation
No, as already mentioned these € 80 were eliminated from me because they said that I played on a live casino that was not included in the bonus conversion.
But I only played after converting the bonus
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2 years ago
Thank you very much for your reply, Alexamm90. Before proceeding with this complaint, 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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2 years ago
Dear Alexamm90,
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.
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2 years ago
Translation
I have no communication with the casino, as I spoke to them via chat and I have already explained what happened
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2 years ago
Would you be so kind as to post here a link to the bonus offer you played with? Could you please forward me your game history from the moment you activated the bonus? My email address is kristina.s@casino.guru. Thanks.
