The player from Germany reported that Yugibet claimed he had abused a bonus after turning €200 into €3000, resulting in the withholding of over €1900 following a successful initial withdrawal. He asserted that he played normally without any abuse and had not been provided with evidence for the claims. The Complaints Team attempted to contact the casino for clarification on the confiscation of the winnings but did not receive a response. Consequently, the complaint was marked as 'unresolved' due to the lack of cooperation from the casino, and the player was advised to seek assistance from alternative dispute resolution services.
Yugibet Casino - Player's winnings are being confiscated.
Black points: 508
Amount: €1,974
Yugibet Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.9
Yugibet Casino has a Safety Index of 2.9, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
2 days ago
Public
Public
3 weeks ago
Translation
Yugibet suddenly claims that because I turned €200 into €3000 using the weekly 50% bonus up to €100, I have abused the bonus, and after the first withdrawal was successful, they are now withholding over €1900. I played completely normally, like always, and didn't engage in any kind of abuse. Of course, no evidence has been presented to me. There won't be any either. Yugibet simply doesn't want to give me my money.
Automatic translation:
Public
Public
3 weeks ago
Hello LeonhardS,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Yugibet Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- Did they specify based on which term did they confiscate your winings?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Public
Public
3 weeks ago
Translation
- The account has been verified since May 31, 2024.
- I don't understand the part about the deadline? There seems to be a translation error here. Do you mean for what reason? I can send you the whole email from Yugibet, but no specific reason is given.
- I spoke to the casino on October 24, 2024 at 5:33 p.m. I wanted it in writing that €1,974.58 had been taken from me. I have already attached this email as a screenshot.
Automatic translation:
Public
Public
3 weeks ago
Hello LeonhardS,
It must be a translation error as yes, I've been asking regarding the exact reason of that.
Please forward the communication between you and the casino to nikolas.b@casino.guru for further review.
Awaiting your response.
Regards,
Nick
Public
Public
3 weeks ago
Translation
Thank you. I'll now pass the conversation on. The winnings were earned cleanly without any fraudulent activity. I guarantee that. Exact reasons are never given, just copy and paste from the terms and conditions.
Automatic translation:
Public
Public
2 weeks ago
Thank you LeonhardS for all the information provided so far. As it is yet unclear how exactly did you abuse the bonus, we will try to get further information from the casino. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Public
Public
2 weeks ago
Hello there,
Thank you LeonhardS for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Yugibet Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.
Thank you!
Public
Public
2 weeks ago
Translation
Thanks!
I don't have to do anything else now, do I?
Automatic translation:
Public
Public
2 weeks ago
You have provided us with all that we needed, we are now waiting for the response from the casino representative. Thank you for your patience during this time!
Public
Public
1 week ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Public
Public
1 week ago
Translation
OK. I don't get much out of it, but thanks anyway!
Automatic translation:
Public
Public
2 days ago
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the MADRE – an alternative dispute resolution service (https://madre-online.eu/file-a-claim/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Peter
