Yabby Casino - Player's withdrawal voided due to restricted game play.

So after I made a deposit and lost at Yabby casino I received some free spins for my deposit like most casinos give for a deposit. I played the free spins and went through the play through until I received a message saying my bonus terms were up and that I was no longer playing with the bonus any more. A way of saying I have meet all the requirements and can now withdrawal my withdrawable amount. I go to make a withdrawal and it was voided because they said I played a restricted game blackjack. I got into contact with support and told them that if they looked at my game play that I played that after I got the message saying my bonus terms were up. They told me that it did not matter that I played a restricted game and that it was final. How can they send a message that I'm not longer playing the bonus terms and then turn around and say I played a restricted game afterwards? Should I have withdrawn my money and redeposited it? That's nonsense. Every casino I've ever played won't let you play a restricted game if it's restricted including yabby. I was able to play because the terms were up and therefore I was allowed to play the game and should have gotten my withdraw.

Dear nurmle32,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Yabby Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Did the casino cite any particular terms and conditions as justification for confiscating your winnings?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots 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,

Tomas

Dear nurmle32,

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.

This hasn't been resolved at all there still saying I violated the terms and played a restricted game. I played the game after I was sent a message saying the bonus terms were done. They won't let you play a restricted game while the bonus terms are still in affect. In fact I'll send a screen shot of the message you get when you try to play a restricted game. This picture is from yabby casino if you try to play a restricted game during your bonus

Thank you very much, nurmle32, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.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.  

Hello nurmle32,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Yabby Casino to join the conversation and participate in the resolution of this complaint.

Dear Yabby Casino,

Can you please provide more of an explanation regarding the use of a restricted game? Had the bonus wagering requirements been completed?

Kind regards,

Adam

Yes the bonus wagering was completely finished and so was the play through. I even received a message saying that the bonus terms were up and I was no longer wagering with the bonus.

Hi nurmle32,

Hi Adam,

Thank you for reaching out to us.

Upon checking the account with the provided login information, we found that the username is incorrect for the account associated with the email address you provided to us via the site administrator. It appears that you (nurmle32) have created three accounts at our Casino and played on all three. As per our Casino rules, only one account is allowed per individual.

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

5.1 Opening a User Account

c. Each Player is responsible for setting up the Username and Password when registering with the Casino. Furthermore, each Player is solely responsible for keeping these details confidential. Any use of the Software application through your Username and Password is a Player's sole responsibility.

The account you deposited into, from which we deducted winnings due to play on restricted games (Blackjack and Tri-Card Poker), corresponds to the email address provided to the administrator but with a different username.

On 3/22/2024 at 21:14:38, you redeemed the free spins promotion EXTRA50 with the following rules:

Code: EXTRA50

50 Spins on Khrysos Gold

Wagering: 10x

Max cash out: $50

No max bet per hand

Allowed games: Non-Progressive Slots only (excluding 777), Keno & Video Poker

Upon reviewing your gameplay with this bonus, we found that you completed the wagering requirements and had a balance of $17.34. However, as the minimum cashout amount is set to $50, play continued. During this time, restricted games (Blackjack and Tri-Card Poker) were played (16 bets on Blackjack with no winnings and 20 bets on Tri-Card Poker with winnings of $2.00). The remaining winnings were obtained from Non-Progressive Slots.

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

7.1. Overall Bonus and Promotion Rules

aa. 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. The terms of the promotion seize to be in effect once a new fund action (deposit or bonus) is made at the moment the playable balance is under $1.00. Please refer to term 7.1.j.

According to our Casino rules, the terms of the promotion remain in effect until all winnings from the promotion have been withdrawn. Therefore, withdrawal was rejected and winnings were removed due to the mentioned violations.

After reviewing your complaint, we have decided to make a one-time exception and return the winnings, as the majority of the winnings were obtained from Non-Progressive Slots after you completed the wagering requirements.

Please refrain from creating any more accounts at our Casino, as this is a serious violation and may result in restrictions on your ability to play at our Casino, as outlined in the rules above.

Before we can return the winnings from the free spins, please upload the necessary documents for account verification.

Once our banking department verifies your account, please contact us at pitboss@yabbycasino.com so we can return the winnings to your balance and make you eligible to withdraw them.

Best Regards,

Daniel Moore

Yabby Management

Now that is a flat lie. If it was a different user name not matches with the email I wouldn't be allowed to log in. Yes I played black jack and tri card poker but after I received the message that the bonus terms were up the not being able to withdrawal is because of a 50$ minimum has nothing to do with your casino telling me the bonus terms were up then taking my withdrawal saying it was still in affect. As far as the other accounts. That's a poor excuse for trying to validate your refusal to pay. You can't use the same email more then once with a different name it don't work that way. If that was really the case then why wasn't o informed of that in any emails until now? Do I need to share those emails with absolutely no mention of it until now? Why don't your casino just admit that you don't want to pay and will use any excuse you can. It makes more then enough money to cover a 70$ loss. That's exactly what happend is your casino lost and are not wanting to do right with the payment.

This is the casinos exact response no mention at all in any email of another account in my email at all. Hi Joe,

Hope that you are well and safe.

We are really we just follow our Terms and Conditions

Unfortunately, your payout wasn't able to be finalized.

After reviewing your account and gameplay, we have found that you have a violation while playing in Our Casino.That violation is highly forbidden according to the Casino's Terms & Conditions which you agreed to upon the registration process.

-You were playing a game that is not allowed by your coupon terms.

Each coupon has terms that prescribe what game is allowed to play with that particular coupon.

We will provide our Terms & Conditions that you can check by following this link - https://yabbycasino.com/terms-and-conditions

7.1.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.

Also, you can check the coupon terms here again:

https://yabbycasino.com/terms?class=extra50

. 

Hi Joe,

Hope that you are well and safe.

We are really we just follow our Terms and Conditions

Unfortunately, your payout wasn't able to be finalized.

After reviewing your account and gameplay, we have found that you have a violation while playing in Our Casino.That violation is highly forbidden according to the Casino's Terms & Conditions which you agreed to upon the registration process.

-You were playing a game that is not allowed by your coupon terms.

Each coupon has terms that prescribe what game is allowed to play with that particular coupon.

We will provide our Terms & Conditions that you can check by following this link - https://yabbycasino.com/terms-and-conditions

7.1.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.

Also, you can check the coupon terms here again:

https://yabbycasino.com/terms?class=extra50

Due to previously stated, the Management had no other option but to void all winnings.

In case anything is not clear about promotions or T&C, You can always contact us on 24/7 live chat, before You start playing.

We hope that you will find a way to understand us.

Kind Regards,

Colin

Yabby Support

Your request number: 4077141.

Amazing how it says in the email the casino checked the account also and not one mention of another account was brought up until now.

Hello all, thank you for your responses,

Dear Yabby Casino,

I appreciate that you mentioned that the winnings would be returned to the player, can you please also confirm the amount, as well as which documents are required from the player for verification?

Kind regards,

Adam

Hi Adam,

Hope that you are well and safe,

We hope this message finds you well.

Our banking department has successfully verified the player`s account, and we have returned the winnings of $50 (the maximum cashout limit from the free spins promotion). Also, the withdrawal of $50, has been processed to the player`s desired crypto address.

Could you please confirm with the player, that he have received an email from us regarding this matter, and that the winnings were received?

Thank you for your cooperation.

Kind Regards

Daniel Moore

Yabby Management

Thank you for your response, Yabby Casino.

Dear nurmle32,

Can you please confirm receipt of the amount above, and if you consider the matter to be resolved?

Kind regards,

Adam

Dear nurmle32,

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.

Dear nurmle32,

Please respond and clarify if we can close this case.

I will extend the timer for 7 days. If there is still no response from you after this time has elapsed, the complaint will be rejected.

Kind regards,

Adam

Dear all,

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 anytime.

Kind regards,

Adam