Yabby Casino - Player’s winnings were confiscated.

My complaint is regarding a bonus I received which I had completed the terms on, but then confiscated my winnings. I used to really like playing at yabby, but since this experience I don't play here anymore.

Ok, so this is a pretty long story, but I will try and give you enough detail to see my point, but keep it short enough that you don't fall asleep. So I played a no deposit bonus for free spins and just so happened to do really well. I cashed out, which incidentally, though this is not the issue I'm speaking of, this cash out was an arduous process as well. While I was waiting for my money to hit my account I received an email from Yabby's marketing department. You see, they have a Weekly Newsletter that they publish which I subscribe to, and in this newsletter they have a drawing. Basically they give you a story, you have to deduce information from the story which you used to answer a question. With that they draw a hundred or a couple hundred winners who got the answer right, and offer a reward of 200 spins. I happened to get that reward, and was informed of that through that email I spoke of. So, as soon as my payout was complete, I typed the promo code in and got my 200 spins. Wouldn't you know it, I was successful again! Max payout was $100. So as soon as the playthrough was finished, I decided I wanted to cash that out, and then since I was feeling lucky, deposit some money in afterwards. Much to my chagrin, I received an email saying that I broke the rules of the "offer", because it stated that the last action on my account had to be a deposit in order to use the free spins, which I should mention expired Within 3 days of my receiving them.

I was upset, mainly because when I complained to customer service, they seemed completely unempathetic. Almost felt like they were shaming me. My argument to them was this: if you're telling me that the last action on my account had to be a deposit, but you don't allow deposits on accounts if there is bonus winnings on there, which if you remember I had, then what you're telling me is, you expect me to deposit some money, purposefully lose all that money, in order for me to claim A PRIZE. Note that I said prize, and not bonus, because this was a drawing that their newsletter was running. I was not bonus hunting, or Advantage playing, Etc. I just happened to win their drawing. That does not seem like a fair set of rules. And to make matters worse, instead of explaining things, listening to anything I had to say Etc, the email said they had no other choice but to confiscate all my winnings, which is b*******. All of my contacts with support members, supervisors and the like were all exactly the same. It was like talking to a wall made of robots. Same answer, same cookie cutter script. I simply don't see how I can be held at fault for being lucky enough to win in two trips in a row to their Casino, and with the way they had the rules set up, that seems to be exactly what they're saying.

I do have some screenshots of the conversations and emails between the casino and I. They might help to explain things a little better than I did; I know it's a rare and confusing situation. But to whomever reads this, I thank you in advance for your time. Feel free to reach out if you have any questions, or need more information from me.

Dear oooohdatsmine,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I reviewed the casino’s terms and conditions and I found this:

7.1. Overall Bonus and Promotion Rules

q. In terms of everything stated above, the Casino will consider as "bonus abusers" or "bonus hunters" the Players who take unfair advantage of any promotion by using more than 5 non-deposit bonuses without making a single deposit. Such behavior is in contrary to the Casino’s Bonuses and Promotions Terms and Conditions.

Could you advise if this was the rule the casino used as justification for confiscating your winnings? How many no-deposit bonuses in a row have you redeemed to your knowledge since your most recent deposit in the casino? Could you please explain how the ‚weekly newsletter promotion‘ was presented to you and what terms and conditions were associated with the offer?

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

Best regards,

Tomas

No, I had made a deposit prior the first win. I will attach that info for you in just a moment. Also, I had an issue attaching screenshots to my original complaint. Is there a formatting issue, or something specific I need to do to attach those. I am using an Android. Also, as I stated in the first claim, I won the first amount off of a no deposit bonus, NOT the second one, that was a sweepstakes drawing that their marketing department sent to me.

Edit: I attempted to get a transaction history from them, but there is nowhere on the site with that info. (Weird) Take to customer support, the said they'd send me an email, then said to email them, then changed it again. I am sending it to them, but if it's anything like my recent experiences with them, I'm sure I'll hit a brick wall.

Thanks for the message.

You can try attaching screenshots in your subsequent messages. Or you can send any relevant evidence to my email at tomas@casino.guru if the issue persists.

Thank you, Tomas. I will send those when I have a free moment

I haven't received any message from you yet jeffreydilts23.

Use the email tomas@casino.guru to contact me and send screenshots or any additional evidence.

I'll await your reply patiently.

Thank you very much for your email, jeffreydilts23.

I understand this must be frustrating for you, but the rules of the bonus clearly state your last action need to be a deposit.

Would you be able to explain what rule or block prevented you to make a deposit, while your withdrawal was being processed? Unless I overlooked information I haven't noticed any rule prohibiting you to deposit, or any negative consequences resulting from depositing while withdrawals are pending.

I'll await your reply.

Yes, allow me to explain. First of all, I want to make this very clear. THIS WAS NOT A BONUS. I won a drawing; essentially a raffle. I read a puzzle in their newsletter, answered correctly, and my name was picked randomly. This wasn't a deposit bonus, or free spins from a promo. And I believe that is an important discention to make, because had I not been selected BY THEM, I most likely would've just made a deposit, but here's why that doesn't work. According to Yabby casino, you aren't allowed to claim a bonus, or apparently a raffle winning, if you have a playable balance of over $1. They also have a minimum deposit level of $20. So, I deposited $20, or $25, I honestly can't remember. When I did, it came with a deposit bonus, with a 40X playthrough. I hit pretty big, finished my playthrough, and was able to withdraw $116 of the $400 that I won, because of the terms of the bonus, and I understand that. But follow me on this now, please.

I made a withdrawal, so that now becomes the last action on my account. So, according to their rules (and remember, we are now talking about a raffle drawing that expired in 72 hours), I would have to make a deposit. And also according to their rules, I can't claim any kind of bonus until my balance drops below $1. So, by that logic, in order to claim my reward, I would have to purposefully lose the money I deposited, because what happens if I actually win? The last action then becomes a withdrawal, and again, I can't claim it. So what I'm arguing, is not that I violated the terms, but that the terms violate the rules of fairness and gaming, because any rule that requires you to lose before you have a chance to win are unfair, and shouldn't be allowed.

Thank you for the detailed explanation, jeffreydilts23.

While I might disagree about the nomenclature, we can at least agree this was a 'free promotion'.

I checked the terms and conditions and I found this:

The Player understands that in order to claim any coupon, free promotion, or make a new deposit, the Player needs to play through the current deposit, bonus or free promotion, and the balance on a Player's account must be below $/€/AUD 1.

When the withdrawal was still pending, was this not reflected in the casino balance on your account? Did your balance not decrease 'below 1 $' or to a lower amount in general? I'll await your reply.

Dear jeffreydilts23,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.