Yabby Casino - Player’s winnings were confiscated.

I won a little more than $400 on the welcome promotion they said on the promotion max redemption is 50.00 I was fine with that but the they sent an email that I had multiple accounts and took all my winnings from me and I have only 1 account and that's all I've ever had they look for reasons not to pay and when they can't find one they make one up needless to say I will never play this casino again and will advise everyone I can not to deal with these crooks

Dear Woodstar1,

Thank you very much for submitting your complaint. I’m sorry to hear about the problems you’ve encountered with the casino.

To better understand your situation and assist you effectively, could you please provide some additional information?

• Could you share the details of the welcome promotion you participated in?
• When did you receive the email from the casino accusing you of having multiple accounts? Could you forward a copy of this email to petronela.k@casino.guru?
• Have you previously communicated with the casino regarding this issue?

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,

Petronela

Hi Woodstar1,

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

• Was your account previously verified?

Thank you in advance for your reply.

Not unless a neighbor is stealing wifi and what's the chances of a neighbor stealing wifi and signing up with the same casino as me

Hi Woodstar1,

• Was your account previously verified, please?

Thank you.

Dear Woodstar1,

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.

No it wasn't

Thank you very much, Woodstar1, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, Woodstar1,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Yabby Casino team,

Could you please explain the player's situation in more detail?

Since we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Hi Branislav,

Hi Woodstar1,

Hope you are both doing well.

Upon conducting a comprehensive review of the player's account, it has been determined that the player violated our General T&Cs by creating multiple accounts. The player registered four accounts with the identical username, the same birthday, and from the same IP address. Additionally, the email address provided by the player is not associated with the account from which the funds were removed, further confirming the violation.

As stated in our General Terms and Conditions, which all players agree to upon completing the signup process: 

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

5 USER ACCOUNT

5.1 Opening a User Account

b. Each Player is allowed to have one User Account. Should the Casino establish that a Player has opened more than one User Account, the Casino reserves the right to close all Player's accounts while all possible winnings and bonuses would be considered annulled and void.

Branislav, for your convenience, we have sent an email to the address you provided, containing detailed information supporting our findings. 

We hope the evidence provided clarifies this situation. Should you have any further questions or need additional clarification, please do not hesitate to contact us.

Best Regards,

James P*******

Yabby Casino

Dear Woodstar1,

I am convinced you expected this and therefore decided not to comment on the matter anymore.

After gathering all the necessary information and details from James, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts and bonus abuse. In addition, you even submitted the complaint with an incorrect email/account that had no balance. However, you would not have been entitled to the disputed winnings anyway.

I would like to correct only one detail provided by the casino representative - usernames were altered, and not completely identical.

The casino acted correctly and in accordance with its terms and conditions.

In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, James and Yabby Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.Guru