Yabby Casino - The player's winnings were voided.

OK I was starting off planning a free spins promotion I believe is 28 free spins And the maximum cash or 75 bucks. So I ended up actually getting up to about $168 and then I realize he had cash out so what I did is I didn’t redeposit of the 75 and then I proceeded to go play with that in triple 7’s and I hit a $750 spin I played that down to about 505 and I decided to cash out. So I made a request for payout and it seem to be taking a little longer than usual so I asked the live chat people who are very condescending what’s going on and they said you played restricted game so your winnings are void. And I got really upset I said what do you mean no one ever told me there was a restricted game or that you cant play this or that game and you tell me any of that stuff and then the casino lets you play the game so you think at the very least the software would restrict you from the game since the casino staff doesn’t tell you about it!! So how was I supposed to know that after we can re-deposit that that would qualify on my winnings why would I know in the break a rule or play a game that would make anything I win null!! And then the live chat guys refused to give me the pitboses email so I can write it complaint email to them they refused like 4 times eventually I got it but I had to basically beg for it so they are completely rude and very condescending and they made me feel alienated and I felt violated. And it seems totally wrong that they can take your money away for playing a game that’s restricted even though they don’t do anything to stop you or tell you about it and the casinos itself allows you to play it it makes no sense and what’s the difference between me getting that $75 withdrawal and depositing it myself and then playing the game as opposed to just be redepositing and playing the game that makes no sense. So not only do they take my money you’re very rude I wrote the pit boss he never even bother to get back to me I called the phone number that they list and it’s not even a real number it’s like some dateline it’s just ridiculous I’m really really upset and hopefully someone reads us and it keeps them from having the same experiences as me,basically tells me that they’ll take any chance or any any little chance they can for any reason to take your money because that’s how grimy they are I could understand if I was really legitimately cheating or scamming them but I wasn’t I was just playing and honestly I didn’t know about that rule even though it doesn’t make any sense I wasn’t aware of it and yet they still took it and they won’t even compromise or even respond back to me I feel like I’ve been robbed and I hope this doesn’t happen to anyone else

Hello Shrazer,

Thank you very much for submitting a complaint and I'm sorry to hear about your issue with Yabby Casino. Allow me to ask you a few more question before we would move forward.

Did the casino void all your winnings or they plan to pay you out the $75? Can you still access the bonus page of the bonus you used and forward it to us somehow?

I've checked the casino page and noticed that some bonuses have this term:

"Terms of our promotions are in effect until a withdrawal has been made from them"

Some casino bonuses ends at the time of the finished wagering some when you make a withdrawal of them. However, it would be better to see the exact bonus first as they may differ.

We also believe that the restricted games should be enforced by the casino's system.

Please forward any additional screenshots and relevant proof to nikolas.b@casino.guru.

Regards,

Nick

Dear Shrazer,

We haven't hear from you in a while. Please note that the complaint will be rejected if we won't get any respond within the next 7 days.

Regards,

Nick

i had them do a redeposit and I Figured I read a deposit was the same as a withdrawal so I went on to play whatever game I want it after that and that’s what they told me that I violated the rules because the bonus term remains in effect even though I want it made Playthrough and did redeposit I thought that meant that the monies from include play whatever I want but I didn’t know that you can’t play certain games I just don’t understand why that should be a rule Hall that’s even possible even fair because Money was one and cleared so it’s me I just got Street screwed on all that money

Hello Shrazer and thank you for all the information. As I mentioned above, we believe that the casino should enforce a block on restricted games and not to void balance for playing them. I will now forward your complaint to my colleague Adam who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Shrazer,

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 to participate in the resolution of this complaint.

Could you please clarify exactly which terms were broken?

We would like to ask Yabby 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hello Shrazer & Adam,

Hope you are well.

We've explained to a player, internally through the email transcript, how the rules have been breached. The player has acknowledged the problem and the initial winnings of $75 have been refunded back to the player's account with the player's acceptance.

We want to trust that this complaint has been posted before the reimbursement of the winnings has happened, thus we consider this issue resolved.

Having this said, we would like a player to confirm. Otherwise, we can go into details further if required and provide a thorough explanation.

Looking forward to hearing back from you.

Kind regards,

Charlie

Yabby Casino

Thank you very much for the update Charlie and Yabby Casino.

Dear Shrazer,

Can you please confirm if you consider the matter to be resolved?

Kind regards,

Adam

Dear Shrazer,

Please can you confirm if the matter has now been resolved?

Please be aware that if we do not hear from you within the specified timeframe the complaint will be rejected.

Kind regards,

Adam

Dear Shrazer,

It seems as though this issue has been resolved, but without confirmation from you, the complaint will now be rejected.

It can be reopened at any time.

Kind regards,

Adam