Yeti Casino - The player's winnings were voided.

Good afternoon

Yeti casino has banned my account due to my common law husband funding me. Upon withdrawal they requested my fica and his fica documents to proceed. I sent all relevant documents and all seemed good. Once they saw the amount of withdrawal i made, they therefore forfeited my winnings and blocked my account due to third party deposit? Due to unemployment i did not have funds in my account so my partner helped me with funds to play. They stated to me if my partner helped me with funding i must please send his relevant documents in order to proceed.

Hello rbiljon,

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

Could you please advise how many times did you deposit? Did you use any bonus to accumulate your current balance? Did you already forward your husbands documents? Was his payment only his own or was it a shared account?

Please note that in most cases it is against the terms and conditions to deposit with someone else's payment method and the casino has the right to void any winnings.

Looking forward to your answer.

Regards,

Nick

Yes i followed procedure of submitting mine and his documents as requested by yeti. I was not denied access to play due to the fact that he made the deposit from his account number funding me. Once i sent all documents all was in order to withdraw when amount was low between 4000 and 12000. After few hours it was sent back to my yeti funding and the consultant informed me to please withdraw to 047 after receiving all documents knowing that it is not my account number. I continued playing and my amount increased and i won the jackpot of R25k at which point i requested a withdrawal, the next morning i received an email from Yeti to advise that my Proof of address was not acceptable and that i should upload a utilities bill as proof with i sent through that same morning with they acknowledged was acceptable and approved.

It was later that afternoon when i received the email after being force logged out of the account stating that they are not processing my withdrawal request.

I did make 2 cash deposits and received deposit bonuses for both but i played through the wager requirements on each and funds were transferred into my cash account.

I believe that the only reason why Yeti casino has decided to suspend my account and refuse to process my withdrawal is due to the amount which I won which is unfair practice on their part, there were numerous interactions between myself and their consultants regarding this very issue why was this not Flagged at that point. I believe that Yeti should without prejudice reinstate my account and process my withdrawal for the amount of my winnings which I played for and won fair and square and therefore am entitled to receive.

Thanking you kindly and awaiting your response.

Can you please forward the communication between you and the casino to nikolas.b@casino.guru?

Dear rbiljon,

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.

Hi Nick

I have responded twice to you with no response. Could u kindly advise me what next step to take. Yeti casino has blocked me to retrieve all conversations with them in agreement of my withdrawal. They need to be honest enough to show all conversations and agreement to withdraw my money. I have submitted some evidence to u as per email u gave in response to me via above conversation.

Kind Regards

Rbiljon

Dear rbiljon,

I've checked the forwarded e-mails but did not find anything regarding them asking to verify your partners's details. Can you please forward that communication?

Dear rbiljon,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.