Yabby Casino - Player wasn't able to withdraw their winnings from a sticky bonus.

I deposited $20 in btc and got a bonus 5x’s deposit. However when I looked at my balance my actual deposit was bundled into that 5x’s so was only 4x’s and when I contacted customer service to have it moved back to actual cash they said all bonuses were like that and that I can still withdraw. Well I tired to withdraw two $50 winnings and 1$80 winning and all were declined (bonus not cashable) even after I met their 800$ wager requirement.

when I proceeded to check my transactions and bonus history they had all been deleted and when I contacted support for my winnings I was told that bonuses were not redeemable, to which I replied back with a lesson on addition and subtraction after being given one. And now their reps will no longer respond to me because they know I’m 10000% correct and they owe me money so in my eyes they are straight down criminal thieves

Dear Qmunity,

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 can understand the whole situation completely. Could you please clarify which bonus you activated? If possible, please post here a link or promo code to the bonus you activated. Also, please post here a screenshot of your bonus history.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

Hi kiristina, it was the welcome 501 or something like that but it gave a 500% bonus and 125 spins. Unfortunately I can’t provide any transaction history or bonus history because it was all wiped from my profile. As well I got this bonus from depositing 20$ in btc which when I looked at the balances my 20 was bundled into the bonus amount and I was told when I questioned that, that this is how all bonuses work with them which isn’t the case. So basically they took my deposit and replaced it with a bonus amount which I turn I was never able to withdraw. I may have some snap shots of my conversation but I’m not sure as they keep closing my chat when asking about it and this wiping out my chat history. They also claim they deposited my rejected withdrawls back into my wallet however refuse to sendE a screen shot of that when asked as I never saw it go back into my wallet.

qs well my bonus I believe had a 1000 Withdrawl limit and the latest excuse I’ve gotten is that I have to have 122$ in my wallet in order to do a withdraw as the bonus isn’t wirhdrawable but my winnings are. And on my last deposit there was only 98$ when I did a 50$ Withdrawl but prior to that I was in the hundreds.

this casino has a horrible history of rejecting payouts. I’ve also asked for my cash back each month for the past year and have always been told thetr is no cashback available. And over the last year I would think I’d have built up some since all I’ve done at this casino was loose money

Thank you for your reply, Qmunity. Could you please forward me any supporting evidence you have?

Dear Qmunity,

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.

I’m not sure what evidence I would have to provide since all of my account history has been wiped clean and the casino refuses to send me any of my info which they clearly still have as they continue to ramble off numbers from my history however continually refuse to produce any for me upon multiple requests

As you can see from the images the casino clearly knew their system change deleted all my history and took my money but lied to me for over a month saying it was my devices and that the history was there and the funds returned to my wallet which neither were true and they knew it. As well I included the same promotion I claimed on their site from one of their sister sites since they just reuse them over and over

Thank you very much, Qmunity, for your cooperation. 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 Qmunity,

I'm taking over your complaint. 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.

I’ve emailed their "pitboss@yabby" and "support@yabby" both and still have yet to get any of my history to me after multiple emails, which I’m 95% sure just go to the same reps since they said the same clear cookies and cache stuff. Although I once was told that it would be sent to upper management but that was a month ago so guessing management doesn’t care either.

they should change their motto to " Were not happy, until your not happy"

Email reaponse may 20th regarding horrible service

There are so many instances of atrocious customer service over the last year I don’t even know where to begin. But let’s try. Firstly I’d like a manager to call me because I’d like to hear from them and their voice the lies where they can’t just close a chat.

So to this day I have never once received a rakeback or cashback or whatever you want to call it and granted now I never will because I will never make another deposit at your casino. And your staff has the same comment for everything "there’s nothing to be processed on your account" like get some variety so they don’t sound like a team or drones and bots.

And every time you try to talk to an agent and if you prove them incorrect in any way they simply close the chat usually right after asking you a question, which makes the customer have to explain everything multiple times because all your agents do it and it’s piss poor customer services as well as infuriating that a customer has to spend 5 times the time to explain their issue because the twats you hire can’t actually listen to the customers issue they just spew some stupid reason and close. 

My most recent experience of your horrible service started on the 16th when I made a deposit of btc and noticed that when I went to look at my balance I had received my bonus but all my actual funds were gone and had been replaced by casino rose petals which are bonus bucks which as wel both know hold zero fiat value, so that there constitutes money laundering. Because your taking real money replacing it with fake and trying to pass it off as real. And I say trying to pass it off because when I said something to the agent at the time I was told all bonuses were like that and that I would still be able to withdraw my funds. Another lie apparently.

When I won (huge surprise to me) I had almost 200 in my wallet and went to withdraw 50$ and it was denied and put back into my wallet, so at 148 I tried again and that was denied so when I asked why I was then informed that bonuses are not withdrawable and when I stated that my bonus was withdrawable and that the prior agent told me I could. Bam the window gets closed yet again so I went through this about 5 times and then some idiot tries to give me a math lesson which I had to correct him on and provide the correct formula for the equation he was trying yo pound out with rocks.

So I played more and tried to do an 80$ Withdrawl which was also denied and I was told now that I didn’t have enough balance to withdraw my funds which I’m pretty sure once I met your wagering requirement of I think 800$ any amount I wanted to withdraw was available but I was again fed a lie that I had to have $172 then 122$ remaining in my wallet in order to withdraw which is completely false. I let my wagering, no where did it say that I had to maintain. Balance to withdraw anything. 

And then conviently after that chat window closed I was forced out of the casino and had to log back in, however when I tried to check my account transactions because they kept saying my 80$ was returned which it never was. So when I tried to look at my accoubt history I suddenly had none, after over a year of having history I I had nothing no deposit history, no gaming history, no bonus history no comp point history nothing it’s all been deleted to coverup the fact that your casino is stealing from customers and that your agents clearly don’t know how to do their job and when one f**** up, they all cover it up. 

So clearly my annoyance is a game for them as they continually spew little bit of my history to me during chat but for some reason can’t send me any of it by email. Your email support can’t send it and if your Reps repeat the drake steps about clearing cache and cookies I may shoot my self in the head with a note posted to my check saying yabby casino made me do it. 

I’ve even said to the agents amongst many other things that I can understand mistakes can happen just fix it but they are Adamet that the funds went into my wallet and I wagered them. Well if they were my funds they were not deposited because I lost my last bit of winnings. And when asked to show me the proof they either change to another topic or say they can’t get them and I have to email support which as my father would say " are as useless as two tits on a nun". And they close the chat window each and every time. 

Having the ability to close a chat window just because they don’t like that a customer wants his info isn’t actually doing their job they are just infuriating customers which is why your rating had dropped so much over the past year. Your agents aren’t servint customers they are alienating them to the point they never return. And the whole lot should be fired and just outsource the jobs to some other country.

So that’s just the coles notes version of just how horrible your casino experience is. 

edited sue to limit reached

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,

Hello Qmunity.

I hope that you're well.

Please note that we have read your grievance and from what we understood, you had trouble with your withdrawal request on May 16th.

We have reviewed your account and we must say that our agents and Payment Managers did everything according to the Terms & Conditions and no irregularities have been noticed.

In the screenshots below, you may see the exact time and date at which you have claimed the SUPERB501 deposit bonus. As the name suggests, the deposit bonus provides a 501% boost of your deposit.

As you have deposited C$22.41, you received an extra C$112.27 on top of your deposit. According to the Terms & Conditions of Yabby Casino, the bonus amount of C$112.27 serves for wagering purposes only and it cannot be withdrawn.

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

Therefore, upon meeting the wagering requirements of the bonus and submitting your withdrawal request, the Payment manager was obliged to deny your request given that there were insufficient funds left on your account for the bonus amount to be removed.

You were informed of this requirement through live chat by our agent. Please see below:

Additionally, we have to turn your attention to the statements you have made about our practices suggesting that we participate in money laundering. This is a very serious and untrue accusation and the Management will not tolerate any such accusation in the future. Please note that further membership will be terminated should such behavior continue.

Thank you for your understanding and should any additional information be required, please do not hesitate to contact us.

Kind Regards,

Luke Newman

Yabby Casino Management

Thank you Luke for explaining the situation.

Dear Qmunity,

As it appears, you played with a bonus that is called a "sticky bonus". When playing with sticky bonuses, the amount of the bonus money is only used for wagering purposes and it can't be withdrawn or turned into real money. It usually is deducted when the wagering of the bonus is finished or upon withdrawal.

So then tell me the difference between money laundering and what you did when you took my actual funds and converted them into bonus bucks immediately upon deposit. So I was the. Left with zero actual dollars and only "bonus bucks" to play with. Which in your own words above are not withdrawal able as they became part of the bonus amount.

and I see how you have neglected to include the part of the chat where your agent explicitly told me that my origional deposit was fully Withdrawl able should I want to. Which ended up not being the case.

as well you have yet to explain why my entire account history was wiped clean immediately after my withdrwal

request was submitted and your agent incorrectly denied my request. Nor do I see my Withdrawl request for the initial 50$ when I was at I believe 198$ which should have Absolutly been approved as it would have left me with 148$ remaining and again to your above statement I would have left more then the bonus amount.

so your agent did screw up in my intial request but you just can’t seem to admit that was the case, nor can you seem to admit that in fact your system upgrade cause an error in accounts which I found out a month later caused my info to be wiped and my withdrawal requests to not be deposited back into my wallet. To date I have yet to see a single bit of proof that it went into my account and I was keeping a close eye on my transactions since they were not being displayed to me because your agents and system screwed it up.

additionally your agent made me do repetitive tasks of clearing cache and cookies on multiple devices for ansolutly no reason what’s so ever knowing that your upgrade caused an error.

and just to be clear the definition of money laundering is "money laundering involves disguising financial assets so they can be used without detection’". So when you converted my actual funds into bonus bucks you essentially committed that due to the fact that I had zero means of tracking my funds no any ability to withdraw them.

and lastly let’s talk about how atrocious your support staff is at their job. The have the blanket response or no when it comes to money and when you prove them wrong they ask you to send a screen shot and while your doing hat they close the chat so you have to go through the entire thing again over and over which just gets your customers irate and there is zero level of

Support nor service From any of them and they should all be replaced by a bot even because at least they are providing useful answers.

and what about the email from Ingrid who specifically apologized for the situation and offered free spins to compensate for my issue and yet again a failed offer from your crapsino because when I asked your unsupport team they again said there was nothing they could do.

your casino and staff are really jokes and I wonder how you remain in business taking customers money and not providing them with any sort of support.

and I’m pretty sure the various governments or gaming commissions wouldn’t stand for money laundering either as your management would have to do ALOT or explaining to justify why actual deposits were converted into bonus bucks without any approval from the customer or them even being aware this was happening and when they questioned it were blatantly lied to.

so you didn’t follow your own self created terms and conditions, nor did you abide by and rules stating you could deny any Withdrawl amount as the promo I selected I believe had a 1000 withdrawal limit and I don’t recall anywhere seeing that it said there had to be a blance or ??? In order to Withdrawl.

additionally it is extremely suspect that just moments after I complained about my

withdrawal requests being declined and given a multitude of reasons why it was none being the truth. That my entire account and transaction history was wiped clean, yet your agents continually spewed out info from them indicating that they were just wiped from my view so I could not obtain any screen shots. So I’m not making allegations in any way I’m just clearly expressing how your casinos actions appear to be to the average joe, and if you don’t like that then change the way you act with your casino and your customers money. So again I would like my 180$ Withdrawl requests returned to my btc wallet that I made the initial deposit to which again you took and swapped with "Bonus Bucks" which are the equivalent of rose petals I. Reality because you took my money which held a fiat value and swapped it for bonus bucks which have zero fiat value

Hi all,

Thank you for your replies.

Dear Yabby Casino team,

I have some more questions regarding the bonus. According to the screenshot on 16.5.2023 at 8:23:53 the bonus balance was converted - the amount was 79,84. What does it mean? Was it the winnings from this 501% boost bonus? What exactly was the player's balance when they finished the wagering?

@peter @Yabby

Additionally I see that all the requests were denied as we already know. But they neglected to indicated the balance column which should be showing in their details to indicate if that withdrawal amount was placed back into my account or simply absorbed as I have stated it was.

I am particularly interested in what the balance was when I initially made my 50$ withdrawal request as there was MORE then enough money in the account to cover that as well as my withdrawal request. And I have yet to see what the terms and conditions were for the 501 bonus as I clearly recall being able to withdraw i believe up to 1000 from my winnings. And never did it indicate there should be a balance left on the account in order to withdraw

@Peter & @ Yabby

Another question came to mind as i was reviewing your screenshots which appear to be manipulated in some way because as indicated in my original complaint. My deposit of 22.41 was never deposited into my "Cash" wallet however was bundled into the bonus bucks and with that, the bonus amount should indicate that it was $134.68 instead of the 112.27 indicated on your screen shot. however if you do the math and this in parts answers peters question. If you take away the 22.41 from 112.27 which is the listed bonus. And also minus the 10$ in free spins that came with the bonus you ironically get $79.86 just 2 cents shy of what peter asked about the converted amount. So it would also appear as though your 501 bonus is in fact a 401 bonus and you've falsely advertised an extra 100% increase when that increase is actually the customers initial deposit to redeem the bonus.

and secondly, if there was an amount that would have had to be withheld to make a withdrawal doable why was all funds listed under the withdrawable heading when in fact if it is as you say then 121$ the bonus amount should have remained under the bonus heading so players would be aware that that portion was not available for withdrawal however it was not there was a zero balance under bonus amount and all funds on the account were listed as withdrawable so how do you explain that since its your system and your coding and thus your fault and error in handling of customers winnings.

I would love for people to see this complaint and simply click a like button of something if they have also been denied withdrawal from your company of casinos for some asinine reasoning.

Hello Peter,

Hope you're well.

On May 16th, at 08:23:53, the player met the wagering requirements of the bonus hence the Bonus Balance Converted message appeared. At this moment, the player had C$80.17 on his balance. At this moment, the player is allowed to make a withdrawal request, should his balance be sufficient enough for the original bonus amount to be removed. As you may see in the screenshot below, at the moments the player has submitted his withdrawal requests, the remaining balance (which can be seen on the far right column) was less than the bonus amount - C$122.27. Therefore, none of the requests could have been finalized.

Also, to answer another of the many questions the player has, the deposit bonus was immediately activated on your account given that you have redeemed the bonus first and then deposited.

Thank you for your understanding and should you need any additional information, please let us know.

Kind Regards,

Luke Newman

Yabby Casino Management

Well you can’t get a bonus afterwards unless that’s possible and not listed as an option on your site.

and yet again I hat still doesn’t explain why you immediately converted my funds into to play money without my consent or prior knowledge nor does it state ANYWHERE on your site that such a transaction of requesting a bonus imply acceptance of that transaction.

without clear and prior notice you are legally NOT allowed in any country I know of to basically steal a customers fiat dollars and replace them with play money period.

so when will you be sending my winnings to the btc addesss from my deposit? I’m waiting and expect interest at this point because it’s cheaper then paying for my lawyers which I’ll ask for in damages

Hi all,

Thank you for your replies.

Dear Qmunity,

I'm afraid there's not much we can do to help you. It's common practice across the industry that the deposited money becomes a part of the bonus and that the bonus conditions apply to the whole amount. Unfortunately, at the time you finished the wagering, your balance was lower than the amount of the sticky bonus, and therefore you weren't eligible for the winnings. I understand that the bonus system on this type of platform can be pretty confusing, however, the data suggests that the rules were applied correctly. Your complaint will be rejected. I wish I could be of more help.

Best regards,

Peter