Yebo Casino - Player’s winnings were capped.

All required documents were submitted and approved on 11 August 2022 and I received confirmation of the approval. I have not as yet received my payout. It appears as "pending". I have not received any further communication. Can it take more than 3 days for the casino to process a payout?

Dear wendzmaree,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thank you for your response. According to the casino rules and marketing, payments are proccessed within 48 to 72 hours. I have not received confirmation of the payment being processed. 14 days is rather ridiculous when the rules differ.

I received payment today of R755.30 and not the R20 000 cashed out. See attached transcation list. New rules and an automatic bonus was implied after I cashed out

How do i send you attachments and proof of transactions?

Thank you for your reply, wendzmaree. Do I understand correctly that the casino has capped your winnings due to the bonus maximum cashout limit? Could you please clarify which bonus you played with?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post everything here in this thread.

Dear Kristina. I have sent all information and proof to you via email as I keep receiving a pop up on this facility whi h then deletes my unsave message to you. My major concern, as per my email to you, there is a 3rd party working with yebo casino who does not have access to.my casino account, but only has access to my details on withdrawal. One withdrawal is made, they then automatically upload a bonus with with restrictive conditions and then apply these restrictive rules and conditions and make them applicable prior to withdrawal. This cannot be legal and in contravention to any gambling? Thanking you in advance.

I would like it to be Known that Siya Sen the VIP account manager whom i had a chat with in the chat room which cannot be screen shot or copied ,and who 1advised that he/she was a VIP Account manager could not assir and closed the accoubt on me and no corresp was allowed

wendzmaree, do I understand correctly that you accumulated your winnings of R20,000 with this bonus that was automatically credited to you?

Dear Kristina. My winnings of R20 000, which I cashed out and still had some funds left in my casino account to play with. I cashed out only R20 000 of what was in my casino account. After I had cashed out, the automated bonus was allocated to my account without my knowlege snd without me being given an oppprtunity to accept or not accept the bonus. Refer to the transactions which I emailed to you. According to the VIP consultant, Siya Sen, theis bonus is allocated daily, which has never happened, it is not true. Refer to the transaction list emailed to you. Tia

The R20 000 was NOT paid to me, my only request was for this to be done. I did not requested or accept any bonus payment. The bonus was AUTOMATICALLY allocated with no option

Has there been a response or update?

Thank you very much wendzmaree for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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 soon.

Hi wendzmaree,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Yebo Casino to the conversation to participate in the resolution of this complaint.

Thank you

Greetings all,

I've reviewed the situation and I'll see what can be done to assist.

Best wishes,

Nick and Yebo

Greetings all,

The funds in play at the time of the win were R75.53 in daily cashback associated with previous deposits, these funds come with a 10x maximum cashout all of which has been paid out as a wire transfer and confirmed delivered.

Supporting evidence has been forwarded to the casino.guru team for confirmation.

Best wishes,

Nick and Yebo

My question remains, why was the bonus awarded after I made a R20 000 withdrawal. There was no option to accept or deny the cashback, it was just allocated. I played on this casino for a few days and Never received a Daily cash back. My question remains why was it allocated after withdrawal? All transactions and history were already provided to casino guru.

Greetings wendzmaree,

At your player level you receive 13% back as a bonus on your cumulative deposits for the previous business day, I can see you have received and played it consistently throughout your casino history. This would be the same as those previous bonuses.

I have forwarded examples to the casino.guru team for review.

Best wishes,

Nick and Yebo

Casino Guru have copies of my transaction history where no bonus were awared during my time. I am consistany receiving "we miss you" how can we help for ypu to start playing again"messages from.people advising that they are Yebo VIP agents. Can you request that they stop harrassing?

P.s you have my email address Yebo, send the transactions to me as well. I want to compare with my own

Dear wendzmaree,

I've looked at the evidence forwarded by the casino. It suggests that you played with the cashback bonus and that you received this type of bonus before. Secondly, I was told that the casino sends notifications regarding the bonus, so I'm afraid there's not much we can do here.

Can you please provide me with the evidence of the previous bonuses received? I had asked Yebo to do so, I have not received as yet. I had sent Kristina all transaction history which I received off of Yebo, are you advising that the transaction history sent to you is different?

Send the transaction history and evidence to my email so that i can see for myself and compare. Afterall it is my detail. I see various other complaints of a similar nature about yebo on casino guru, you continue to allow this behaviour? Send the evidence to me.

Hi wendzmaree,

I'm not sure if I can send you the screenshots (I will find out) but here's a summary of the cashbacks:

9.8. R27,69

8.8. R49,79

6.8. R35,36

5.8. R24,96

3.8. R148,59

Did you receive emails or notifications when you received the cashback?

I did not receive any notfication, the only notification was AFTER my withdrawal. See transaction history already sent. In fact I made no deposits on 6.8 and 9.8, as per Yebo detail above. I msde deposits on 2.8 abd 4.8. These dont sppear on Yebos list of cash backs. I can supply proof of bank details if required

Any feedback? It has been a week now. I can send any details required to make my points. Can yebo do the same?

Hi all,

Sorry for the delay. Since the complaint got a bit confusing, I had to take more time to analyze the provided evidence from both sides. I took a closer look at the deposits and the 13% cashback and somehow it doesn't make sense. I put everything into a table attached. If the cashback was 13% the only time when the funds were added to the player's balance was on the 6th of August. The rest of the amounts make no sense to me.

Dear Nick,

Could you please explain how the bonuses work?

I'm trying to look at the overall fairness of the situation. On one side, if the bonuses are granted without notification and aren't displayed as bonus funds, players have no idea if they play with a bonus or real money. On the other hand, if players receive 5 bonuses in a row, they should notice the increased balance and at least try to contact the support and find out how it happened. We will discuss the issue internally tomorrow and I will get back to you.

Apologies Peter,

I only provided evidence for the purpose of showing the bonus deposits themselves and the subsequent play. I did not include all of the financial data regarding the complete deposit amounts. I double checked several of them however and can confirm it was 13% of cumulative deposits for the previous day. Sorry for any confusion.

I can also confirm that the player was contacted each time through an automated email system, I have provided Peter a copy of the template used to do so, the email address used for contact, and the fact that this account has not opted out of email contact in any way.

Categorically I can state that the best possible effort was made to contact you each time the bonus was issued wendzmaree, however ultimately it is on you as a player to contact the casino immediately any time there is a balance in your player account you are unsure as to the origin of. Customer service is available 24 hours a day if there is ever a question.

It is safe to assume that any time you have a low balance and log in to find a large balance in your account that it is a bonus provided by the casino for your loyalty in some respect or another and carries the rules of that bonus.

I hope this clarifies things, if anything else is required just let me know.

Best wishes,

Nick and Yebo

Thank you Nick for the update and explanation.

Dear wendzmaree,

The evidence provided by the casino suggests that you received several notifications regarding the granted bonuses including the Bonus T&Cs (if the contact details are correct). Secondly, if my casino balance got higher several times in a row, I would definitely contact casino support to find out why. Even though the casino's bonus system is far from perfect, I'm afraid, in this case, the casino acted correctly.

Not agree.please explain the eaxact calculation of bonuses given on dates 5 aug 8 and 9 not correct. Why did i recive a bonus in a spcial.method after I wanted to cash out the R20 000,and then coninious harrasing from Staff. Why dis he not foklow the real process? Why the difference. Please give exact bonues and calculations per day. Tx

Dear wendzmaree,

I will ask Nick to send you the calculations. It seems that in most cases you received a higher bonus than you were eligible for. I'm afraid, although you disagree, it doesn't change the fact that you received the bonuses several times and were notified. As stated above, the casino's bonus system really needs an update, but in this case, you received several bonuses and were notified about them. Moreover, your casino balance increased too. So ultimately, the argument that you didn't know you played with a bonus isn't valid.