Yabby Casino - Player's withdrawal request denied by casino.

As shown above, my 'real balance' is $106.61, with no pending bonus balance. I deposited $50 into my account, and won $56 after playing through the required playthrough balance. Yabby Casino is stating that I do not have the required $50 available to withdraw. Here is the copy/paste message I receive from multiple customer service reps at Yabby:

"According to the review, your withdrawal request has been denied while you have not left your bonus amouNt.

Please note that, the bonus amount is not withdrawable and in your case is $90.60"

I've submitted an 'account verification' after attempting to initially perform a withdrawal - which, when I attempted to withdraw there was no mention of not being able to due to not having $50 in my account.

Dear broussbills,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I might be wrong, but based on your description of the situation, I believe that you played with a sticky bonus. The casino's bonus T&Cs indicate that this is the case too. Please, see here:

g. The Player understands that the bonus amount of deposit bonuses cannot be withdrawn, as it is for wagering purposes only.

l. The Player understands that he or she is not allowed to withdraw the amount less than the bonus amount.

m. The Player understands that once the Player requests a withdrawal, regardless of the number of deposits, the Casino will deduct from the Player's balance or winnings any amount up to the equivalent value of the deposit bonus. Such deduction will occur prior to the settlement.

This is, unfortunately, how sticky bonuses work. The initial bonus value will be deducted from your account when making a withdrawal. For example, if you deposit $20 and get a $20 bonus, $20 will be deducted from your account when you make a withdrawal, therefore you need to have enough funds in your balance. Basically, it is the price you pay for very convenient bonus conditions such as very high bonus value, low wagering requirements, or both. I understand your frustration and that this might seem unfair, but as long as the casino states this fact in their bonus terms, there is not much we can do.

Could you please advise which bonus you played with? Please post a link or promo code you used to activate the offer here in this thread.

Did the casino advise how much active balance you should have in order to request a withdrawal? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi Kristina, I appreciate your explanation. It appears that this was a sticky bonus.

Thank you for your reply, broussbills. Is there anything else I could help you with?

No, you have helped me understand what I couldn't before reaching out. Thanks again!

Great! I was happy to help. Since there are no other questions or assisstance required, I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru