Yabby Casino - Player's withdrawal has been denied.

Played a 35 percent no rules bonus. They informed me I made it through the 1x playthrough. Tried to play video poker but it popped up "restricted game" so I went on to play regular slots. I made my way up to 120.00 and decided to withdraw 100.00 dollars. I went to withdraw and used bitcoin to withdraw. About 30 minutes later I looked on my bitcoin account and seen no funds have been sent. J went to my emails and found an email from Yabby claiming my withdrawal request was denied because I played a restricted game. I got on customer service and they were rude and wouldn't tell me what game was restricted and just hung up on me, basically trying to avoid me. I withdrew from Yabby before with no issues. Don't know why they won't pay me now.

Dear Superfly52,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We believe that the casino should enforce restricted games on the software level or at least give players a warning when they try to access such games. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please clarify which bonus you played with? If possible, please post here a link or promo code you used to activate the offer.
• Do I understand correctly that you weren't able to place any bets on the video poker game?

Additionally, please forward all the relevant communication between you and the casino 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

Dear Superfly52,

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.