Yeti Casino - Player’s criticizing Responsible Gaming practices.

- YETI CASINO: will only verify and contact or proceed with verification purposes after you deposited at total of 2300 euros or R25,000 .. then if found to be underage or gambling addiction they lock the accounts which is understanding but if your kid deposited 2,300 euros or R25000 They will not refund you ...

so they let you deposit keep the money and refuse a refund and if you cashed out refused to pay you, this is in my eyes fraud and theft from the casinos side.

trust me if you have a gambling problem and make that first deposit.. and then verified loosing R150 then locking the account and not getting a refund is a reasonable understanding and at the same time only lost R150 , what if you lost R25,000 to most south aficans that is a lot of money then no refund to bad casino scammed you out of R25000

Dear cmanson81,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please forward all the emails or screenshots showing that you have sent requests for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?

I have checked the Responsible Gaming section on the website, and this is what I found https://www.yeticasino.com/responsible-gaming/:

„Full Exclusion:

All clients of Yeti Casino reserve the right to exclude themselves at any given period of time from any casino activity. The exclusion process can be done by adjusting the "lock account" option to "forever", therefore resulting in the closure of the casino account.

Important - Clients must always remember that once an account is fully excluded, all pending balances will be lost and the account cannot be reopened."

https://www.yeticasino.com/en/terms:

„A player can instruct us to exclude him or her from making use of the gaming services for a specific period of time (from a minimum of 6 months to a maximum of 5 years) by contacting Customer Services. In asking Customer Services to exclude a player from Yeticasino.com and our Services, a player acknowledges and agrees that we will block that player’s Account from placing gambling transactions for the period requested, starting as soon as possible after receipt of your request (and, in any event, no later than the next time a player tries and logs in). The self-exclusion will be applied to all websites operated by us and members of our Group (please note that there may be a short delay in applying the self-exclusion to websites operated by other members of our Group)."

Is this support@yeticasino.com  the email address to which you have sent your emails?

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

Dear cmanson81,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Could you please forward all the emails or screenshots showing that you have sent requests for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?

Thank you very much, cmanson81, for providing all the necessary information via email. I will now transfer your complaint to my colleague Jozef 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.

thank you

Hello cmanson81.

Thank you very much for sharing your negative experience with the Yeti Casino. We will now try to get in touch with them.

thank you

Dear Craig,

We have discussed this with you many times. Casino Gods is not a casino brand on our network, so we have no way of knowing that you have a gambling addiction. After your 2nd R80 deposit, you sent us an email about your problem and we immediately blocked your account. You didn't make any more deposits after that.

So from our point of view we acted very responsibly.

We understand that you are in a desperate situation.

It appears that when you get access to money you immediately try to gamble with it. So maybe you should seek the right help and have someone (family member) take control over your money and bank cards so you don't gamble it away.

Regards,

Yeti Casino

and the fact that you send out offers and do not honor the promo you send out

Deposit R80 Play With R400*Hi Craig,

Username: craigericman@gmail.com

We've got an exclusive offer for you that you can't resist. Log into your account now and claim your special welcome bonus from inside your account settings. 

Then make a deposit of R80 with Instant EFT (first option in the cashier) and you balance will be topped up to R400.

1. Click on your balance at the top of the screen and then on Go To My Account.

2. Select Bonuses from the left side menu. If you're on mobile tap the top left of your screen for a drop down menu.

3. Then click on Available Bonus and you'll see the welcome offer to claim.

To claim the extra bonus on top of the 100% welcome offer you need to send a request to samantha@yeticasino.com

So is it custom to send out these emails to players that request gambling addiction I proved my point your not following rules and regulations

If I had an account with a different email address but same name and details o come on... bottom line is not following regulations

2nd is the casino so poor that they will find any excuses even trying to justify all wrongs over R80.00

o Come on

It's not a matter of the R80 or total R160 you deposited. That doesn't even equate to 10 EURO's.

Most bank transfers will charge you more fees than that and they don't even allow such small amounts.

But again this is besides the point. You chose to come to a public forum when you didn't like our response to your claims. So why should we act differently now. We did nothing wrong. To vent your frustration and try and use anything you can find to make us look bad will not help your cause either.

We have asked you now twice to send your other account's email to us so that we can close the account but you choose to ignore this. So, my only option for you is if you receive another email from us on the other account, please click the unsubscribe link and you won't receive anymore emails.

Dear cmanson81.

Please be aware that if all the information the casino has provided is correct then they are not obligated to return any of your deposit. Please, could you confirm their statements?

In case you fail to provide us with specific information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.