Yabby Casino - El jugador tiene dificultades para retirar sus ganancias.

I won 165 and some change playing on yabby casino. I followed all the steps involving kyc and withdraw steps. I received an email stating congratulations you won, we will send once we receive verification of bitcoin wallet address. I agreed. then i was told i needed to verify my account again so i can play safely and i can recieve payout for my winnings, I did again, and again, and again. I then received another email stating my funds were returned to my account and i played the funds out unfortunately. This is a on going issue with yabby doing everything to keep from having to payout the players, then we get deemed as bonus abusers and blacklisted. These guys have found a way to not pay me so far close to 1k and continue to not pay out. Its not fair.

Dear thertz961,

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

Could you please indicate if the complaint is regarding a different issue other than the one that was discussed in your other complaint published here?

Looking forward to hearing from you.

Best regards,

Tomas

Thats a complete different withdraw. this is for 165.00 the one you included is a withdraw not paid for 150.00. Two separate withdraws

Speaking of that other complaint is it ever gonna be a review to be reopened I feel as if it was unjustified especially when the casino sent a email to the moderators personal email behind closed doors And that's what the outcome was based off of and no proof given to me I don't believe that that should be fair either you guys are literally allowing these casinos to get over on everybody while letting them obtain almost perfect reputation and unjustified unfair rules. not to bring it up here but I can't seem to get a response thanks for bringing that up by the way

Why does it take the website so long to respond? Id like to request someone to handle my complaint please.

Thanks for your patience.

Sadly, since you have played your winnings, I’m afraid there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance, and all the bets taking place. For future reference, please contact us as soon as the issue occurs so that we can intervene before it's too late.

Please let me know if there is any additional information that I have overlooked, otherwise, I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

on what basis

Id like someone else take my case.

Thanks for your patience.

In your original message you wrote, that after the withdrawal was rejected, you played down your winnings. Did you refer to the 165 USD that is the disputed value of this complaint?

If you played down said winnings we won't be able to help.

Please let me know if I misunderstood the situation.

Thank you for your understanding. Looking forward to hearing from you.

Dear thertz961,

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.

No, slow down a min and re read the message. I quote …."  I then received another email stating my funds were returned to my account and i played the funds out unfortunately. " I Received an email from the casino saying that I played out the funds….which I did not. The withdraw was held in the "canceled/rejected" section of the withdraw process, within the withdraw notes on this transaction it said that I needed to verify my identity…when I attempted to send them verification documents multiple times without success, even though I’ve been verified multiple times and have completed pre and post withdraws through the casino already. When I found the withdraw sitting in the rejected/canceled area I reached out to the customer service and THEY SAID I canceled the withdraw and played the funds out, but the notes said nothing of the sort. Then they deleted the withdraw from the list I found it but not before I screenshoted it. This is a legitimate withdraw that I should have been paid for. I never received anything stating their allegations of returning the withdraw funds and or playing/played the funds as they claimed. This is one of numerous instances they’ve not paid out for my wins.

Thank you for the detailed explanation and for clearing up the wrong assumptions I had about the situation.

Was the casino able to provide you with the game history of what happened with your balance after the withdrawal request was rejected and the funds were returned to your casino balance?

Could you please share with us communication where the casino claims you played the money yourself?

Post it here or send the email to my email address at tomas@casino.guru You can include any other relevant evidence as well.

I'll await your reply.

Dear thertz961,

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.

We decided to reopen the complaint after the player contacted us with the following message:

"I apologize for the delayed response, to answer the questions above. I have not received anything from support as per request for transactions, they never added the funds back to my account as they said. I’ve since been blocked from logging in. They’ve basically taken everything I’ve ever won with them with out anything more than that. I had two different withdraw request, one for 165Bit and 150Bit they claimed it was returned to my account and I played it out but they cannot verify nor confirm the "played out" funds legitimately. I’ve have statements for my bitcoin wallet that will show no deposits for the above amounts. I don’t know how much more I can provide."

Thank you very much, thertz961, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello thertz961,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Yabby Casino to join the conversation and participate in the resolution of this complaint.

Dear Yabby Casino,

Can you please provide further information regarding what has happened to the player's balance, and the reason they are no longer able to access their account?

Kind regards,

Adam

Hello Adam,

Hello thertz961,

I hope you're well.

Please note that the player's account has been reviewed and we have confirmed that the player, upon the denial of his withdrawal requested, continued playing and unfortunately spent his balance. In the screenshots below, you may see the exact moment the withdrawal request was submitted and later denied due to verification requirements.

Additionally, we have sent reports from the games played after the withdrawal request was denied and the funds returned to the account, to your email addresses.

If any additional information is needed, please do not hesitate to contact us.

Kind Regards,

Yabby Casino Management

Thank you for the information provided, Yabby Casino.

Dear thertz961,

According to the evidence provided by the casino, your bitcoin withdrawal was denied on 29/08/2022, and your balance is shown as 165.37.

It then seems that you have continued to play this balance down to 0.08 on 30/8/2022.

Can you confirm if this is correct?

Kind regards,

Adam

Dear thertz961,

As mentioned, according to the evidence provided by the casino your balance was returned to your account and you have continued playing until the balance has been spent.

Consequently, there is nothing further we can do to assist you in this matter and the complaint will now be rejected.

Kind regards,

Adam