Yonibet Casino - Играчът беше обвинен в поставяне на противоположни залози.

Hello,

the casino accuses me of having a duplicate account.

This was already clarified with an employee (Dario) at the turn of the year and from that point on there were no problems.

Also, I've been checking in and out since then.

So far this week.

I had a withdrawal of €491 and deposited €997.

I played normally on the site and couldn't log in the next day.

When I then asked in the chat, it was said that I had violated the terms and conditions.

But not what exactly I would have done wrong.

Even now repeated inquiries leads to no success.

I'm actually trying to clarify the situation, but I don't see any effort from the casino, even though I can clearly identify who I spoke to.

In addition, the casino wants to keep my money. That's not legal.

It is not an authority and I deposited and used my own money to play.

€1500 is not a small amount of money and in no way constitutes an appropriate "fee" for an alleged misconduct on my part.

Therefore, I will file a criminal complaint if my money is not paid out to me.

I would like to ask you to support me as I am reluctant to take legal action

Hallo,

das Casino wirft mir vor ein doppeltes Konto zu haben.

Das wurde bereits zum Jahreswechsel mit einem Mitarbeiter (Dario) geklärt und ab dem Zeitpunkt gab es keine Probleme.

Auch habe ich seitdem Mensch ein und ausgezahlt.

Bis jetzt diese Woche.

Ich hatte eine Auszahlung über 491€ laufen und 997€ eingezahlt.

Ich habe normal auf der Seite gespielt und konnte mich am nächsten Tag nicht mehr einloggen.

Als ich daraufhin im Chat nachgefragt habe, hieß es, ich hätte gegen AGB verstoßen.

Aber nicht, was ich genau falsch gemacht hätte.

Auch jetzt mehrfaches nachfragen führt zu keinem Erfolg.

Eigentlich bin ich darin bemüht, die Situation zu klären, sehe aber keinerlei Bemühen vom Casino, obwohl ich ja sogar ganz klar benennen kann, mit wem ich gesprochen habe.

Zusätzlich möchte das Casino mein Geld einbehalten. Das ist nicht rechtens.

Es handelt sich um keine Behörde und ich habe mein eigenes Geld eingezahlt und zum Spielen verwendet.

1500€ sind nicht wenig Geld und stellen in keinster Weise eine angemessene "Gebühr" da für ein angebliches Fehlverhalten von mir.

Daher werde ich Strafanzeige stellen, sollte man mir mein Geld nicht auszahlen.

Ich möchte sie bitten, mich zu unterstützen, da ich ungern rechtliche Schritte einleiten möchte

Dear LuckyMoe,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I better understand the situation.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Could you please advise if you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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,

Tomas

Hello,

no, in fact nobody from my household has created another account.

I passed the KYC and, as I said, paid in and out weekly.

I played without a bonus, so I can't explain the sudden behavior of the casino.

Hallo,

nein, tatsächlich hat niemand aus meinem Haushalt einen weiteren Account angelegt.

Das KYC habe ich bestanden und auch, wie gesagt, wöchentlich ein- und ausgezahlt.

Ich habe ohne Bonus gespielt, daher kann ich mir auch das plötzliche Verhalten des Casinos nicht erklären.

Thank you for your reply, LuckyMoe.

Before we proceed, would you be able to forward communication between you and the casino regarding the issue? Please forward it to my email tomas@casino.guru alternatively post it here. I'll look forward to your reply.

Thanks. I forwarded the emails

Danke. Ich hab die Mails weitergeleitet

Thank you very much, LuckyMoe, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.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.  

Hi LuckyMoe,

I'm taking over your complaint. Please forward the conversation with Dario to my email address (peter.m@casino.guru) if you have it. As it seems the issue here is making "opposite bets" as stated in one of the chat transcripts. Let me contact the casino and I will do my best to help. I would like to invite Yonibet Casino to the conversation to participate in the resolution of this complaint.

Dear all,

After carefully reviewing the case of LUCKYMOE, we can confirm that the decision of closing the account was taken due to a breach of our T&C, which forbid our players to carry out prohibited activities:

"14.6. In that case, if we should close your account because of collusion, cheating, fraud, money laundering, other criminal activities or breaching of the Terms of Use, which damaged us or any other Third side, the balance of Your Account will be non-refundable and deemed to be forfeited."

It is our priority to ensure a safe platform for us and mostly for our players, for this reason, we take the chance to highlight that we have no interest in preventing our players from using our services unless unfair and illicit activities have been conducted.

Please be aware that this is our final decision based on the investigation carried out by our provider specialists.

We hope we have informed you sufficiently and we wish you a good day.

Kind regards,

The Yonibet Team.

Dear Yonibet Casino team,

Thank you for your reply. However, we will need some supporting evidence and explanation. Please send the information to my email address (peter.m@casino.guru).

Dear Peter, Tomas & Luckymoe.

We confirm that we will provide a documentation showing the opposite bets strategies done by the user. We have contacted the provider of the game, and we are currently waiting for an answer.

Once the provider has got back to us, we will provide this proof directly. Thanks for your understanding.

We hope we have informed you sufficiently and we wish you a good day.

Kind regards,

The Yonibet Team.

Thank you Yonibet Casino team. I will set the timer to ten days for now and we will review the report from the game provider when we receive it.

Dear all,

Unfortunately, we are still waiting on the provider's response. We deeply apologise for the delay, once we will have all the documentation needed we will forward it to you.

Thank you for understanding.

We wish you a good day ahead!

Kind regards,

The Yonibet team.

On what basis would you make a decision if nothing seemed to come up?

Auf welcher Grundlage würde dir Entscheidung getroffen, wenn anscheinend nichts vor liegt?

Dear Yonibet Casino team,

Has there been any news from the game provider?

Dear All,

Thank you for being so understanding.

Unfortunately, we haven't received news from the provider, they are still working on it.

We apologize for the delay and we will provide all the documentation needed once we have it.

Kind regards,

The Yonibet team

Hello,

That means, in plain language, they blocked my account and confiscated my money WITHOUT proof?

Which, by the way, was definitely not legal. I have already consulted my lawyer on the matter and will not refrain from filing a complaint if they do not pay me back my money.

Hallo,

Das heißt im Klartext, sie haben OHNE Nachweis mein Konto blockiert und mein Geld eingezogen?

Was übrigens definitiv nicht rechtens war. Ich habe meinen Anwalt in der Sache bereits konsultiert und werde auch vor einer Anzeige nicht absehen, sollten sie mir mein Geld nicht wieder auszahlen.

Dear All,

We appreciate your patience and your understanding.

We have got feedback from the provider which confirms that there were signs of opposite bets.

Please find below attached the answer from the provider.

We hope we informed you sufficiently with the proof provided by Evolution Gaming and we wish you a good day!

Kind regards,

The Yonibet team.

Thank you Yonibet Casino team for the update.

Dear LuckyMoe,

These are quite strong arguments and it doesn't look like a coincidence. Can you explain this?

Hello,

Yes I can.

I often play at multiple casinos at the same time because of the table limits.

I usually always play the same option, Banker or Player.

This time I probably made a mistake or accidentally set the opposite.

I generally don't play a lot of rounds a day because I say either I'll score first or I'll rest for the day.

I was not even aware that I was violating the terms and conditions and I was not sufficiently informed by the casino.

However, since I played without a bonus, I did not cause any harm to anyone and there is no justification for confiscating my deposit made AFTERWARDS.

What would have happened if I had deposited eg €10,000?

I therefore demand at least my deposit back, after which I also agree to the blocking of my account.

Hallo,

Ja, kann ich.

Ich spiele oft gleichzeitig in mehreren Casinos, aufgrund der Tischlimits.

Normalerweise spiele ich immer auf die gleiche Option, Banker oder Player.

Bei diesem mal habe ich mich wohl vertan, bzw versehentlich gegensätzlich gesetzt.

Ich spiele generell nicht viele Runden am Tag, weil ich sage, entweder treffe ich beim ersten Mal oder ich mache Pause für den Tag.

Das ich damit gegen AGB verstoße war mir gar nicht bewusst und ich wurde auch vom Casino dazu nicht hinreichend aufgeklärt.

Da ich ohne Bonus gespielt habe, habe ich allerdings niemandem einen Schaden verursacht und es rechtfertigt mitnichten, meine Einzahlung, die DANACH getätigt wurde zu konfiszieren.

Was wäre gewesen, wenn ich z.b. 10.000€ eingezahlt hätte?

Ich verlange daher mindestens meine Einzahlung zurück, bin danach auch mit der Sperre meines Accounts einverstanden.

Hi LuckyMoe,

Could you please send your game history from both of the accounts to my email address (peter.m@casino.guru) and mark the matched bets?

Hello,

I would like to, but I can't because Yonibet is blocking my account and I can't get in.

Since I play in several casinos, I would also need to know who I bet "against" (Yonibet in my opinion) with. Then I can look it up.

Hallo,

das würde ich gerne, kann ich aber nicht, weil Yonibet mein Konto blockiert und ich deshalb icht rein komme.

Da ich in mehreren Casinos spiele, müsste ich auch wissen, bei wem ich "gegen" (nach Auffassung Yonibet) gewettet habe. Dann kann ich das gerne raussuchen.

Hi LuckyMoe,

Thank you, I understand.

Dear Yonibet Casino team,

Is it possible to find out in which casino the second account was used? Secondly, could you please provide us with the player's game history (peter.m@casino.guru)?

Dear all,

We hope you are doing well.

Please note that we have forwarded all the relevant information by email to you Peter.

We wish you a good day!

Kind regards,

The Yonibet team.

Thank you Yonibet Casino team for the evidence.

Dear LuckyMoe,

We received your game history confirming the casino's statements above, however, due to GDPR we didn't get the information on the third-party casino. Since the information is incomplete, we can't continue with the investigation. I suggest you turn to the Antillephone Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. The casino may not give us access to all the data but it has to give access to the licensing authority. We will change the status of the complaint to "waiting for regulator's decision" until there is a final decision. Please let me know as soon as there's news (peter.m@casino.guru). I wish I could be of more help.

Best regards,

Peter

Dear LuckyMoe,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at peter.m@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Peter

Dear LuckyMoe,

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 I haven't heard anything more about the matter

Leider habe ich in der Sache nichts mehr gehört

Hi LuckyMoe,

Did you contact the licensing authority?

Regrettably, we have not received any communication from the player. Despite acknowledging that our last interaction occurred some time ago, we aimed to appropriately revise the complaint's status and classification based on the elapsed time. Regrettably, without the player's input, this becomes impossible, leading us to close the case as "rejected."

The player is welcome to reach out in the future. We can appropriately reclassify it upon submission of substantiating evidence of the Licensing Authority's verdict. Until then, we appreciate your understanding.