Yebo Casino - Player has been accused of opening multiple accounts.

I was playing on 2 accounts and apparently it is not allowed, I then won R17000 and they cancelled my payout. If they saw that I was playing on 2 accounts, why did they not inform me to stop as I would forfeit Amy winnings but they kept taking my deposits with no problem. I keep getting notifications to play on that specific account still but they allegedly have closed it. Even if it was in the terms and conditions and I did not read it because I play on there mobile instant play site, they could have easily have paid me out and closed that specific account as easily as they were taking my deposits.

Dear Bellaxen2305,

Thank you for submitting your complaint. I’m sorry to hear about your problem. I have checked carefully the T&Cs and this is what I found https://www.yebocasino.co.za/terms:

"As per the Casino’s terms of use, bonuses will only be provided to one household and/or one account. All game bonuses and winnings may be cancelled if the Casino determines that a second account has been opened. If such events occur, the account could be closed immediately."

There’s an important principle that says, "ignorance of the law is no excuse". It means that you can’t defend your actions by arguing you didn’t know they were illegal or forbidden, even if you honestly did not realize you were breaking the rules.

Please understand, that it is strictly forbidden, in the majority of the casinos, to have more than one account. As you admitted, you have opened two separate accounts. This has been recognized by the casino as breaching T&Cs and your active balance was confiscated. Unfortunately, there is not much I can do for you in this case. I could recommend reading our article on Duplicate Accounts https://casino.guru/fair-gambling-codex-for-casinos#duplicate-accounts.

If there is any additional info you would like to share with me, please do not hesitate to contact me, otherwise, I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Hi Petronela, I understand fully what you are saying but at the same time you were taking my deposits on that account which easily amounts to over 5 times my winnings and not informing me and cancelling it, why only when I win and request a payout on such an amount do you tell me. I am very sure as with other casinos as you say such as Silversands and other's you would have been able to pick up that I was playing on 2 accounts. If you have a look at my playing deposits between the 2 accounts you will see that I was a loyal player and easily spent more that R80000 in your casinos. It would have only been good business etiquette to pay me out as I did fairly deposit and play and then cancel the account completely and I could continue on the one only,I am also still receiving sms to play on that account which I find strange as you have said it was cancelled.

Hello Bellaxen2305,

I’m sure you understand that I don’t work for Yebo Casino, but as one of the Casino.Guru independent employees and professionals I’m trying to help you. 

Could you please explain why you have opened two separate accounts? Have you redeemed any promotional offers?

Oh sorry about that.

I had written down my username and password on 1st account and lost the booklet after a while, I found it again not long after but had already opened the 2nd account to be able to play, I then just carried on playing, I am a constant player and would have never play on a 2nd account if I knew that any winnings would be forfeited.

Thank you

No worries.

Could you please advise if you have redeemed any promotional offers?

Have never redeemed any promotional offers.

They are still sending me these email to play on that specific account.

Thank you very much, Bellaxen2305, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I would like to ask Yebo Casino to join us and help us resolve the player's issue.

Hi there, any news concerning my issue with Yebo casino?

We haven't receive any answer from the casino yet.

Hi there, I see they tried to call me twice but it came up as spam on my phone so I never answered. Tried calling back but no luck, it goes through to a computerized message.

Greetings all,

As stated above only one account per casino per household is allowed, while doing a standard security screening before payout Bellaxen2305, it was discovered that you had more than one active account and the secondary account you had created using a different email address and slightly different home address was deactivated, unfortunately the winnings were also declared void as per our terms and conditions.

The primary account (also the account with the far greater win on it) is still active and I see no issues with play, approval, and payout in that account. In the future if you have issues logging in it is always best to use and follow the "lost password" procedure on the website.

Best wishes,

Nick and Yebo

Hi there Nick, thanks for getting back to me. I know now that it's not allowed but my point was why did they keep letting me play on that 2nd account if it was not allowed, they were taking my deposits without a problem. If they picked up that I had a 2nd account when I requested a payout then I'm sure they could pick up that I was playing on a 2nd account.

Hey Bellaxen2305,

In a perfect world I'd 100% agree with you however there is no way to automate the process at this time, it's a human process requiring highly trained professionals. When you consider the sheer volume of players active with us globally checking every single one of them constantly would be impossible. The best we can do as an organization is to state clearly in our terms and conditions the do's and don'ts of playing with us and assume that the player is responsible and accountable enough to read and understand the rules they are playing under and ultimately contractually obligated to comply with.

Thanks for understanding.

Best,

Nick and Yebo

Oh well, I might not make a dent in your pocket. But I will not be playing again at yebo. As you said highly trained professionals, then I'm sure they could have picked it up, there for its a 50/50 error on your side and mine, could have alteast said to pay half and then cancel the account and I would have gladly played on. Also in the begining when I queried this, I spoke to a chap there who told me not to worry about the payment, can't remember his name but I'm sure it's on record at you.

Dear Bellaxen2305,

Do I understand it correctly that your main account is still active? Did you receive back your deposits which you made on your secound account?

My main account is still active and haven't received anything back.

Just another point. My main account is bella2305 and the account that is displayed here is Bellaxen2305 which is the account that I requested the payout on and that has allegedly been deactivated.

Hey all,

Payouts have been requested on both accounts Bellaxen2305. Under most circumstances and at the casino's discretion all accounts could have been closed and all winnings confiscated, a decision was made to allow the "primary" account to remain open and to credit and pay the win normally. Please appreciate that this was an exception in favor of you as a player and no refund would be required on either of the accounts should they have both been closed.

Knowledge is power, this is entertainment of course however the wins are real and it behooves the player to read and understand the rules to avoid disappointments such as this. Unfortunately the shared responsibility for the situation ends with stating clearly and plainly in the terms and conditions what is acceptable and what is not, if a player chooses not to inform themselves of the terms and conditions they are playing under the casino can't be held responsible for that decision on the part of the player.

We can debate our feelings regarding the matter, however the facts as stated remain the same.

Best wishes,

Nick and Yebo

Hi there, my primary account is Bella2305 and not Bellaxen2305, are you saying that they are paying my winnings or are they not?

Apologies,

I should have clarified, Bella2305 is still active and it appears the withdrawal process is going along normally from what I can tell.

Best,

Nick and Yebo

I greatly appreciate it, I will continue playing at yebo as I enjoy the games and the fact that you were willing to hellp resolve the issue. When the payment is made I will definitely make a deposit straight away.thanks again

Dear Bellaxen,

As it seems that the case have been resolved, we will be closing the complaint now. We are glad that you could solve the issue with the casino and you will continue playing. Please do not hesitate to contact us if you will come across any trouble in the future.

Best regards,

Nick

Casino.guru

Hi there, when you say resolved, does it mean that I am going to get paid my R17000 payout request.

If it's on your main account and among the withdrawal requests, you should receive it.

It is not on the main account, it was on the secondary account which they deactivated and said that the winnings were voided.

Hi there Nick, can you tell me if they are still going to pay me or not on that secondary account that I was querying about. That account was on. Bellaxen2305 and not my primary account which is bella2305. Thanks

If I understood it correctly, you won't receive the winnings from your second account. As it is a breach of terms and conditions to create multiple accounts, most casinos would close both of your accounts. Yebo casino still allows you to play with your main account and deposit/withdrawal there.

The complaint will now be closed as rejected as it was proven by the casino that the player created multiple accounts. The player can still continue playing on his secondary account, however, his winnings from the first account won't be refunded.