Yugibet Casino - Τα κέρδη του παίκτη κατάσχονται.

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.

Yugibet behauptet auf einmal, weil ich aus 200 € 3000 € mit dem wöchentlichen Bonus von 50 % bis zu 100 € gemacht habe, dass ich den Bonus missbraucht habe und behält, nachdem die erste Auszahlung erfolgreich war nun über 1900 € einfach ein. Ich habe ganz normal gespielt, wie immer und habe absolut keinerlei Missbrauch ausgeübt. Beweise wurden mir natürlich nicht vorgelegt. Es wird auch keine geben. Yugibet wollte einfach mein Geld nicht rausrücken. 

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

• 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.

• Das Konto ist seit 31.05.2024 verifiziert.
• das mit der Frist verstehe ich nicht? Hier scheint ein Übersetzungsfehler vorzuliegen. Meinen Sie aus welchem Grund? Ich kann Ihnen die ganze Mail von Yugibet schicken, aber es wird kein genauer Grund genannt.
• Mit dem Casino habe ich am 24.10.2024 um 17:33 Uhr gesprochen. Ich wollte schriftlich haben, dass mir 1974,58€ genommen wurden. Diese Mail habe ich ja schon als Screenshot angehängt.

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

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.

Danke. Ich leite die Unterhaltung nun weiter. Die Gewinne wurden sauber erspielt ohne irgendwelche betrügerischen Vorgänge. Das garantiere ich Ihnen. Genaue Gründe werden nie genannt, sondern nur Copy Paste von den AGBs.

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

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!

Thanks!

I don't have to do anything else now, do I?

Danke!

Ich muss nun nichts weiter tun oder?

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!

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.

OK. I don't get much out of it, but thanks anyway!

Ok. Habe ich nicht viel von, aber trotzdem Danke!

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