Yebo Casino - Player's account closed without explanation.

I am Tunisian ,I opened an account at yebo casino,it my accepted, I made a deposit of 103 zar from my bitcoin wallet or the equivalent of $ 5 and I received a bonus on my deposit, I won 600 zar or the equivalent of $30 after completing the required wager after which I requested a withdrawal of my winnings,it denies me access to my account,by contacting via live chat he informs me that they have closed my account without any explanation. I have not violated the terms and conditions of the casino they do not have the right to close my account and I claim my winnings.I submit this complaint to you to try to find a solution with this casino 

Dear biboutou,

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 advise how long ago you registered your account and if you’ve completed the account verification successfully?
• Which games you’ve been playing (live casino games, slots, or sports betting)?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I registered 2 weeks ago. The status of my account is verified and I played only slots.

I registered 2 weeks ago, the status of my account was verified in the site of. The casino and I played only slots.

Could you please forward any relevant communication between you and the casino in which you've been informed that your account was closed?

Player's additional comments:

Hello,

I sent you the screenshot of their response to my mail about closure of my account

I'm very sorry but I haven't received any screenshots from you. Please try again.

Thank you very much, biboutou, for your email. Could you please advise which exact bonus you redeemed? Please forward its exact link or name when replying.

Dear biboutou,

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 don't remember the name of the bonus, what I remember that its a deposit bonus with a percentage.

I deposited 100 R, I took the bonus I completed the wagering. I have 600 winnings but could not withdraw.

Thank you very much, biboutou, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi biboutou,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Yebo Casino to join this conversation and share more information regarding the case.

Could you kindly explain the reason for blocking the player's account and withholding their winnings?

Thank you.

Best regards,

Tomas

Dear biboutou,

I'm glad to hear that your issue has been resolved successfully. 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,

Tomas