Yabby Casino - El jugador aún no ha recibido las ganancias.

I used freespins, won freespins, managed to meet the conversion requirements, after converting bonus money into real credit, decided to play some live games, which brought me more income.

I requested the withdrawal, they told me they would verify my account.

5 days go by and I am told that I have used the bonus money on prohibited games.

As long as I had bonus money I played only the allowed games, only after turning them into real balance, I played games that are not allowed in the bonus, also because the casino does not provide the funds if they are still to be converted.

Now they have eliminated my funds leaving my account at 0.

Vinorego help me, I have already made a complaint to their email but I have not yet received answers

Ho utilizzato dei freespin, ottenuta la vincita dei freespin, sono riuscito a rispettare i requisiti per la conversione, dopo aver trasformato i soldi bonus in credito reale, ho deciso di giocare a qualche gioco live, il che mi ha portato altre entrate.

Ho richiesto il prelievo, mi hanno detto che avrebbero verificato il mio account.

Passano 5 giorni e mi viene detto che ho usato i soldi bonus in giochi non consentiti.

Io finché avevo soldi bonus ho giocato solo ai giochi consentiti, solo dopo averli trasformati in saldo reale, ho giocato a giochi che non sono consentiti nel bonus, anche perché il casino non mette a disposizione i fondi se sono ancora da convertire.

Ora mi hanno eliminato i fondi lasciandomi il conto a 0.

Vinorego aiutatemi, ho già fatto reclamo alla loro email ma non ancora ricevo risposte

Dear Alexamm90,

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

Dear Alexamm90,

Have you received your withdrawal from the casino yet?

No, as already mentioned these € 80 were eliminated from me because they said that I played on a live casino that was not included in the bonus conversion.

But I only played after converting the bonus

No, come già detto questi 80€ mi sono stati eliminati poiché hanno detto che ho giocato su casino live che non era previsto nella conversione del bonus.

Io però ho giocato solo dopo aver convertito il bonus

Thank you very much for your reply, Alexamm90. Before proceeding with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Alexamm90,

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.

I have no communication with the casino, as I spoke to them via chat and I have already explained what happened

Non ho alcuna comunicazione col casino, in quanto ci ho parlato tramite chat e ho già spiegato cosa è successo

Would you be so kind as to post here a link to the bonus offer you played with? Could you please forward me your game history from the moment you activated the bonus? My email address is  kristina.s@casino.guru. Thanks.

Dear Alexamm90,

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, we’re forced to close 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.