Yabby Casino - プレイヤーの賞金は無効になりました。

I made a deposit and used a bonus code proceeded to play my deposit and withdraw around $800, You can see on my account history that the $102 from my bonus was removed from my account on the 25th, No new bonuses were added and on the next day the 26th i won $12,000, I then proceeded to try to withdraw some of my winnings and the casino says i violated the terms of the bonus. The bonus was no longer active on my account when i won the 12,000 my account history clearly shows this. I just want the $12,000 i fairly won.

Hello gansitto95,

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

Was the withdrawal from the bonus only approved or also processed and credited to you? What balance did you use to accumulate your winnings on the next day - was it a new deposit?

Looking forward to your answer.

Regards,

Nick

I had won around $2,500 the day before and tried to withdraw it and it sat on processing for a few hours then said i couldn't do it because you are only allowed one withdrawal per day. You can see on my account history that the $102 from the bonus was removed from my account when i tried to make a withdrawal which was clearly on the 25th, I didn't win the $13,000 till the next day on the 26th so the bonus was no longer active on my account at the time.

When i made my withdrawal the bonus amount of $102 was removed from my account because the bonus was no longer active after me withdrawing the full amount of my balance, because i was at my limit for the day the withdrawal got declined but the bonus amount wasn't returned to my account, this all happened on the 25th as you can see in the email and in the screenshot of my account history i provided so the bonus was clearly no longer in effect on my account at the time of me winning the 13,000 on the 26th.

As you can see from my withdrawal history on the 25th they were processing my withdrawal for $2,500 but after about a hour or two they rejected it because you are only allowed one per day. Then after i tried to withdraw $4,000 on the 26th they said that i didn't comply with the terms of the promotion and refused to let me withdraw my balance.

On my account history you can see where the promo credits of $102.04 were requested to be withdrawn then where it was approved to be withdrawn from my account on the 25th. This would lead one to believe that the bonus is no longer active considering i looked on my promotions tab and there was no bonus active there either. Also see how once they removed my balance of $12,000 they did so as "Promo Credit Withdrawal"

Here is me emailing them asking for the account and game history in Excel format from there customer service

Email back from there customer service stating they can't send me my account/game history

Hello gansitto95,

Please note that it is even mentioned in the e-mail which you provided the screenshot of that the rules of the bonus applies until the amount is withdrawn. If it was only pending the bonus rules were still ongoing and the winnings generated from them are considered as the follow up of that bonus. Unfortunately as the bonus was not finished there is nothing we can do with it as it was clearly stated by the casino.

I'm really sorry that we could not help you more but this case is clearly in favor of the casino.

Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you.

Regards,

Nick