Yabby Casino - Player's winnings were confiscated.

I won 150.00 with Yabby casino using a free spin coupon. Wagered a ridiculous amount(30x’s the amount won from free spins) for the maximum withdraw amount of 150.00. I met the wager amount and requested the maximum amount of 150. It was accepted for review. Then asked to verify the BTC account for payment and once I replied that it was correct the payment would be initiated. I replied "Yes account is correct" then I was told it was denied saying I broke terms and conditions. I’ve KYC multiple times with them. I’ve deposited more than I should’ve and I’ve been paid by them. There’s no reason why the winnings shouldn’t have been sent. Since then they changed my password to deny access. I asked them why, they replied I was using the wrong password and to try resetting it. I did and once I went to login it said user account restricted at the moment. Without explanation.

Dear thertz961,

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 better understand the situation.

Could you advise which rule specifically the casino used to justify the confiscation of your winnings? Did you regain access to your account since your original message? Would you be able to access your bonus history or request it from support?

Thank you in advance for your reply.

Best regards,

Tomas

I have regained access and they will talk to me until I ask about the confiscated funds, they go silent and close the chat. They said that I broke the rule of playing in the live casino. That the terms of the bonus are still in effect even after meeting the wagering requirement and the funds were not labeled "BONUS BALANCE" anymore. The 150 was placed in my "REAL BALANCE" and they took the remainder balance from my account.

On a normal day the casino would stop you from playing somewhere the bonus isn’t allowed with a restricted pop up. As the funds were placed in my real balance I was allowed to enter the live casino and play. They said it broke the T&Cs

I will see about gaining the bonus history with a screenshot.

I fully understand your frustration, thertz961.

This is the rule the casino refers to https://yabbycasino.com/terms-and-conditions:

Terms of the promotion are in effect until all winnings from the promotion have been withdrawn.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.

Could you please share a screenshot of the bonus rules of the particular bonus you redeemed or a link to the bonus promotion?

This is what they’re saying it was but I don’t think it is the correct bonus as it was a max $150 allowed to withdraw. They had taken the remaining funds and put the $150 into my REAL BALANCE after deducting it from the BONUS BALANCE. If the terms were that they would have never taken any funds from me. They have me blocked from viewing my account history or I’d just look it up.

so it was 193 they took and 150 was placed in my REAL BALANCE. I forgot I had the screenshot of the account.

What bothers me the most about it is if you look at the picture of the account i

history you can see that the casino approved the funds to be played with in the Live Dealer. They also will not let you play with bonus funds in the live dealer area. If the funds were still considered under the terms of the bonus until withdrawn why did they approve the funds to be played with?

Thank you very much, thertz961, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.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.  

Hi thertz961,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Yabby Casino to the conversation to participate in the resolution of this complaint.

Thanks Peter, I appreciate your help with attempting to recover these winnings.

Hi thertz961,

Hi Peter,

Hope that you are well and safe.

To start with, I will say that the player did not use a free spins promotion, but a deposit boost. He made a deposit of $30 with his CC and claimed MEGALODON deposit boost promotion (he provided screenshot above with the live agent) and the Terms for that boost are as you can see in the screenshot:

• Wagering: 10x D+B
• Max cash out: 10xD
• Only NP slots allowed
• Max bet per hand: $10

He received the deposit boost and started playing. In one moment, he made another deposit of $34 (on top of an active balance which is too against our T&C) and started playing Live Dealer games. After that, he requested a withdrawal of $150 and the amount that was left on his balance was $43.76. Player stated that we removed $193 from his balance leaving $150 on it, but that is not correct. Once the payout was rejected because of the violation of the rules, the amount he had on his balance was $193.76 ($150 rejected + $43.76 he had upon left upon request) and that amount has been deducted. We voided winnings due to the Live Dealer being played and depositing on top of his existing balance and processed his deposit back of $30 because that was the first deposit he made and started the action with MEGALODON.

Unfortunately, our team missed to process back 2nd deposit. Since it was removed in order for you to play with the 1st deposit made, and never received back 2nd one, we have processed that deposit back now so that you can play with it. We apologize for the inconvenience caused regarding this. The second deposit amount was $34.

Please, note that you are not allowed to mix transactions, deposit on top of an existing balance. Also, the Terms of the promotion are in full effect until all winnings from the promotion are withdrawn. Depositing on top of existing balance, meeting wagering requirements, withdrawing or having your balance drop below $1 will not void this rule.

You can find these rules here: https://yabbycasino.com/terms-and-conditions

j. 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.

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.

Please, have in mind that your account is fully active now and we can see that you have tried to log in with the wrong password. If you have lost your password, you can always reset it by clicking on Wrong Password option.

Appreciate your understanding and patience.

Kind Regards,

Isaac

Yabby Casino Management

Hi Isaac,

Thank you for the explanation. Let me ask you some questions. When thertz961 made the aforementioned deposit on top of the existing balance, was the wagering of the MEGALODON bonus finished, and was the max win cap applied? What was his balance when he made the deposit?

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 Peter,

I hope that you are well and safe.

At the moment the player added another deposit on top of his active balance, the wagering requirements for the MEGALODON bonus have NOT been met.

The player used the mixed balance to transfer funds to Live dealer games thus gaining advantage that was not within the bonus terms.

As explained above, the Terms of any promotion are in full effect until all winnings from the promotion have been withdrawn. As the player combined funds, the Management was left with no other option but to void the winnings.

The player's original deposits have been returned to the player's account and had been played.

Please let us know if any additional information is needed, we are always happy to assist.

Kind Regards,

Lucas

Yabby Casino Management

—-TODAY—-

"As the player combined funds, the Management was left with no other option but to void the winnings."

—TWO WEEKS AGO YOU SAID—

"YOU REMOVED THE SECOND DEPOSIT TO ALLOW ME TO PLAY AND NEVER DEPOSITED IT BACK TO MY ACCOUNT, BUT YOU WILL DEPSOIT IT BACK NOW SO I CAN PLAY.

HOW COULD IT Have BROKEN A RULE WHEN YOU ADMITTED TO HOLDING THE SECOND DEPOST AND ARE PUTTING IT IN MY ACCOUNT 6 MONTHS LATER SAYING SORRY ABOUT THAT BUT YOU BROKE A RULE THAT WE BENT FOR YOU!?

WHAT WAS IT? I need the truth. We need the truth.

Hi all,

Thank you for your replies.

Dear Yabby Casino team,

It's starting to be a little bit complicated. You stated that the player used mixed funds to play the roulette - bonus funds + the second deposit, is that correct? You also stated that the 2nd deposit "was removed in order for you to play with the 1st deposit made." So how did the player mix funds if the second deposit was removed? I'm not sure if I understand this part. Could you please explain?

Hello Peter,

Hope that you are well and safe.

As mentioned above, the second deposit was made on top of an active balance and after that the player started playing with it and made winnings. The 2nd deposit was removed when we were voiding the winnings that were made. Since that was a second deposit, we have to process back the first deposit so that the player can play with it first.

After that, since no actions were made and the player has never contacted us, our team did not process the 2nd deposit immediately. However, I have credited the player's account with his 2nd deposit on 2/21/2023 07:39 AM. This is the exact time I've processed his deposit back and the player logged in a few hours later at 2/21/2023 11:18 AM, transferred his funds to Live Dealer and played with it.

I hope that the explanation provided clears any misunderstanding.

If you need any further assistance, please let me know so that I can provide you with.

Thank you very much for your understanding and patience.

Kind Regards,

Isaac

Yabby Casino Management

Thank you for waiting. Upon checking your deposit has been approved on 2/21/2023 2:48:11 PM

Crypto: 3PmdTt99B7u5xvqRR5fBCEQNzdcc3y1w5E

Thank you for contacting us, bye for now. Have a great day!

This is what i just was told this and they instantly ended the chat leaving me no room to even talk.

You say it was added to my account and i played it out on the live dealer they said it was sent to a crypto address i dont even know,,,,,so as the lies continue,,,,id rather save time and just be paid instead of you guys constantly confinscating my wins every time i attempt a withdraw

and this is my last message asking for the full account history....if i cannot view it im calling your casino fraudulent and will report you to my financial institution. im done asking now im telling. send it or deal with my bank. ball is in your court.

thank you peter for catching that as well. This is the 3rd or 4th time they've done this since i won 1475.00 after they took a 343.00 withdraw from me. i used no bonuses and hit for 2500 and cashed out 1475.00 ever since. ive been denied bonuses coupons or loyalty points, i ask about it and they always say "my withdraws out weight the deposits", so it tells me they want to gain the win back before allowing anything good to happen on my account. Ive heard every excuse in the book accept....were sorry we made a mistake and will fix it asap! NEVER NOT ONCE has a rep typed that at yabby casino.

Hi all,

Thank you for your replies.

Dear Isaac,

I'd like to see the player's log and the game history. Please forward them to my email address (peter.m@casino.guru).

===============================================================================

          Chat ID 856193 at 2023-03-14 22:26:56

===============================================================================

[2023-03-14 22:26:57] [Live Support] Welcome to Yabby Casino, how can we help you?

[2023-03-14 22:26:56] [rooroo1985] have you guys figured out what happened to the deposit money you said you credited my account on 2-21-23 but then told me it was sent to whatever crypto account it was?

[2023-03-14 22:27:52] [Jean Lockwood] Hello and Welcome to Yabby Casino! Please give me a moment.

[2023-03-14 22:27:56] [Jean Lockwood] May I have the crypto address in text form where you sent your funds?

[2023-03-14 22:28:46] [rooroo1985] idk it was the agent that told me it was sent to a crypto address then ended the chat on me

[2023-03-14 22:29:24] [rooroo1985] it wasnt my address tho i know that

[2023-03-14 22:30:10] [rooroo1985] thisnis about a deposit your staff said was returned to me

[2023-03-14 22:30:34] [Jean Lockwood] How much is this deposit?

[2023-03-14 22:34:11] [rooroo1985] i was told 34.00

[2023-03-14 22:34:59] [rooroo1985] https://chat.scriptfork.com/file/downloadfile/93429/054c863ed05fb717d409cd2ef98187b7

[2023-03-14 22:36:03] [rooroo1985] https://chat.scriptfork.com/file/downloadfile/93430/57311f390908d606cf147f4b2a5eafa1

[2023-03-14 22:36:26] [rooroo1985] sorry the first image was an accident

[2023-03-14 22:39:54] [Jean Lockwood] There is no deposit added for that amount last month.

[2023-03-14 22:40:06] [Jean Lockwood] Please email our support@yabbycasino.com

Hello Peter,

Hope that you are well.

Direct email has been sent to your personal email address as per your request.

Should any additional information be required, please let me know.

Thank you for your understanding and patience.

Kind Regards,

Isaac

Yabby Casino Management

id like to see the document as well and before any decisions are made in this case please and thank you.

I wont accept an outcome without the proper display of documents for my account.

Hi all, thank you for your replies.

Dear Yabby Casino team,

Thank you for the evidence. According to the data, the deposit was made on 21.2.2023 around 7:39. Could you please send me the player's game history as requested to prove that the bonus wagering wasn't finished at that point?

Hi. So I dont know how to feel about the sending "EVIDENCE" outside of this thread. I feel the so called evidence should be provided here. Not sent to the moderators personal email to be used as Evidence against me. I will continue to file complaints until its properly handled. Not have to face a one sided outcome. I need indisputible evidence, no hersey.

I hope to be properly taken care of as my last complaint was done exactly this same way. After reading the FAQs on casino.gurus website. it seems as if the most asked question is " How do we get a better rating? Can we Buy It from you?" I would really hate to find out that Casino.guru is selling ratings outside of the terms. Next one, "How can we get a better position on your casino list?" followed by, " We don’t like your review of our online casino. Can you change or delete it?" These should be players asking Casino.guru questions if the website was for the players, Its filled with questions from the casino regulators asking to purchase rating.

It seems pretty Suspect to me!

Hi thertz961,

I agree that you should have access to the evidence. Usually, the players can easily look this up in their accounts, however, your account is currently blocked. So far, I haven't received any evidence that would support the casino's claims. In order to make some progress here, the casino has to send relevant proof.

Hello Peter,

Hope that you are well and safe.

I would like to start with that the player's account is not blocked and the player is using free bonuses daily with us.

The requested information has been provided to your personal email address, as you have requested.

Should you wish to share any of the information with the player, you are welcome to do so, however, sensitive information cannot be posted by the casino on public display as the player's personal information can be seen.

As previously stated in one of the responses, the player used MEGALODON deposit boost and the player was under the wagering requirements once his second deposit was added on top of his balance. Our payment team did everything accordingly to the Terms & Conditions and voided the winnings player had from that boost and processed his 1st deposit back. The 2nd deposit was processed on 21st of February and this information has been provided to your personal email as per your request.

Please, let me know if anything else is required. Thank you for your understanding and patience!

Kind Regards,

Isaac

Yabby Casino Management

Hi Isaac,

As I already mentioned, I would like to see the player's game history. Could you please send it to my email address (peter.m@casino.guru)?

Hello Peter,

Hope that you are well and safe.

Please, note that the required information has been sent to your personal email as per your request.

If any additional information is needed, please let me know.

Thank you for your understanding and patience.

Kind Regards,

Isaac

Yabby Casino Management

Thank you Yabby Casino team for the game history.

Hi thertz961,

I've looked at your game history (from August 2022 when this happened), and the data suggests that you, indeed, mixed funds. You made a deposit with the "MEGALODON boost" ($30+$150), didn't play with the funds, and made another deposit of $34. Then you played with all the funds together and so broke the rules (you can look this up in your game history). If this was only about playing restricted games (Live dealer), we are convinced that this should be enforced on the software level or there should be a huge warning for the players stating that they are about to break rules. However, the problem, in this case, is the mixing of funds. I'm afraid your complaint will be rejected. I wish I could be of more help.

Best regards,

Peter