Yabby Casino - Депозит игрока заблокирован.

So when I joined this casino I played with a 200 free coupon. Which I played. While playing a box came up that said I had finished the playthrough requirements and it took my total won which was well above the maximum allowed to win and it dropped my total to the 50 Max allowed to win from the coupon. After this happened, which I understand the rules and was fine with it, I then took my 5o that was my one from that promotion and I played some more games, where I won and turned that 50 into 500. Then, I got an email from them offering me 500 match with zero rules on my next deposit of 20 or more. So chose to use that promo, deposited 20 dollars to which they added the match to giving me 560 dollars total in my account. But they also put a 60 play through amount on it which was not part of the promo. It was zero rules. The 60 means that my deposit plus the bonus was not zero rules. So I chat with the customer service chat who, refused to listen to what was wrong. Promptly told me I won't the 500 with a coupon so I could only have 50, which is not true they had already taken away the rest of the balance I had won leaving me 50 that I was allowed to win and then told me mixed funds were not allowed and continues to remove my deposit and the bonus money they added and refused to give me back my deposit. I asked for them to refund me my deposit and was told that they would put my deposit back on my acct when I withdrew the 50 I was allowed to have. I have sent in my verification documents 3 times now and still have not been verified and this was back in October. Everytime I ask they tell me I need a new selfie. I have sent it 3 times. They still have not returned my deposit and I can't withdrawal anything until they verify it. Also. I asked for the transaction logs on my acct showing all the game transactions that took place and they refuse to allow me to have it. I have asked numerous times and they never send it. All I am asking for here is the truth of my deposit, and the 500 that I was allowed to win. I understand the max cash out process on promos. But the 500 was won after that promo had been removed and with The 50 I was allowed to keep. It was not won with that coupon like they keep saying.

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Dear Landash,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Yabby Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Could you please share the email with the bonus offer you are referring to? Kindly forward it to my email [email protected].
• How long have you been a player at this casino, please? 
• Could you please advise which documents you have already provided and when exactly did you send the last one?

 I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

Dear Landash,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru

We’ve reopened this complaint at the request of Landash. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Landash,

Could you please address the questions asked in my initial response?

Looking forward to your reply,

Katarina

I've sent you an email with Information

Dear Landash,

thank you for your emails.

Do you have an access to your game history, please? 

Could you please share it with me? My email is [email protected]. Kindly include all the conversation you have had with the casino support regarding this matter. 

Additionally, could you please share a link for the bonus you have utilized? 

Looking forward to your reply, 

Katarina

Dear Landash,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru