Yabby Voids Huge Jackpot

Yabby Casino voids legitimate jackpot winnings.

Read and understand your terms, be prepared to manually apply them yourself because they won’t do it at the software level

$20,000 wiped out because of a $38 coupon, including this $15,440 maxi jackpot win.

I’m not sure how they can see 11,331 bets take place in a 24 hour span with an average bet of $10.06 and void the entire session because of a max bet clause.

No fairness, no transparency, no proportionality, no legitimate license.

My complaint was "unjustified" but the casino won…

Luckily I have all the data (343 pages)!

Hello, for anyone else interested in details, let me add the complaint you mentioned 👈

Perhaps a brief warning for the community:

"I would like to add that the cases we handle are rarely black and white. In an ideal world, the situation that happened to you would not occur; unfortunately, we do not live in an ideal world.

The main mistake you made—and one that some other players make as well—was not withdrawing the full balance from your account after completing the wagering requirements. It is always recommended to do so. Even if you plan to continue playing, you can simply redeposit the funds afterward."

I'm sorry you didn't know about this technical detail, and I understand how unfair it must feel.

Thanks for linking the complaint!

Still can’t believe it was categorized as unjustified and the team chose not to fight stand behind the Codex and fight for proportionality especially after seeing the entire log…

Yabby casino profited heavily from this case by accepting all wagers, and withholding all winnings including a legitimate jackpot

Make sure you understand the terms completely and even write them down because once the coupon is removed, the terms disappear and manually enforce your own bet size because their system won’t..

Finally to a point where I feel comfortable sharing with everyone

Okay, I understand that this may be confusing. Just as was mentioned, this is sadly quite a common technical rule for casinos focused worldwide. It does not mean it makes logical sense from the players' perspective, though. The point is whether it was stated in the rules the moment a player decided not to withdraw the withdrawable amount and proceed to further play. for me personally this situation is stupid and shows that the casino favors technical steps over a pleasant user experience.

I really appreciate you helped us highlight this.

The only thing confusing to me was how there was no mention of the responsible gaming failure or extreme gambling harm that occurred during the session. Almost like I didn’t matter as a customer or human. My mental state did not matter. They want to trick people with their little popup that shows up mid spin an by removing the coupon a terms from the user interface, whatever. The truth about what occurred is clearly visible in the data. Were you able to look at it?

I took all the risk, suffered throughout the entirety of the session, the stress, highs and lows. If my balance was voided at 4pm, I was still allowed to gamble for 10 hours even though it didn’t count? There is nothing common about what occurred. I am not stopping being vocal about this because I don’t think anyone should have to go through what I went through.

I will show whoever wants to listen how Yabby allowed dangerous irresponsible gambling on their website, allowed a player to generate a massive amount of turnover, and then profited multiple times by voiding the entire session retroactively.

I will also show the process of how these disputes work in real time, how proportionality, fairness, and humanity are often secondary issues to "rules are rules" and profit. It’s a dangerous system. I understand your role of to advocate for Guru, I’m not really trying to argue with a moderator or employee. Sadly, Guru called the complaint "unjustified" and adds dialogue to the conversation these types of casino entities have no accountability and there is no real consumer protection.

The complaint link you attached is visible to me if I am signed in. If I am not signed in and click the link, I cannot see the complaint. I do not know if anyone else from the United States can see it either. I cannot even access Yabby’s profile, view their rating, or see any other complaints. It seems like it has been restricted from Guru on my end. I get this error message when researching Yabby. Surely they are still taking players from our country. Is there a reason for this?

Yes, that's ok. Unlogged players are not allowed to see such personal content as complaints because it always involves specific players and their content. These days, to keep up with necessary security measures, logging in is a must step for further actions to be possible.

Also, the local regulations play a role too. Many US countries ban gambling and we have to keep up with these national restrictions. That also explains why we cannot warn players from many countries worldwide by showing them all the casino reviews we have available. 🙁

Honestly, I don't see anything in the complaint description that talks about a failed responsible approach. This is the first time I've heard about issues with mental health. Please tell me if you specifically pointed that out before the complaint was closed. In any case, while the player's personal well-being is important, complaints focus on facts rather than feelings, just as feelings are not equivalent to the disputed amount or breach of bonus terms. I know it was all traumatic, but with the fact-based feature, I really don't know what could possibly affect the main problem with the bonus terms. I'm sorry you had to go through this, and I can imagine it hurt.

I’m a little confused by the reply, of course responsible gaming was not only mentioned in the complaint and to all parties publicly and privately but also evident when viewing the data.

I understand how complaints are based on facts and not emotions. However, I have reviewed the codex extensively throughout the process. I have followed the work Guru does on Responsible Gaming and the initiatives they take worldwide. There were multiple items mentioned in the codex that applied to the case where Yabby took no responsibility and the burden came down to "what I did wrong" as a loyal customer:

They did not enforce max bet rules at software level,

they allowed me to accidentally break their own rules and go against my best interest,

they took no responsibility,

their system is set up in a way that allowed players to break their rules,

the max bet was not clearly displayed and the coupon terms were removed from my interface,

the bonus rules continued to apply after a successful withdraw and bonus removal,

winnings from bonus should be considered real cash balance, not bonus funds,

lack of transparency when asking for my log until Guru was involved

Also, I understand Guru’s point about following rules regarding restricted countries viewing Casinos but Yabby still takes US players and players can no longer review the casino on this site, see any complaints or disputes, and are at risk if problems arise.

A retroactive and total void after allowing me to continue to wager for 10,000 more spins and 10 additional hours was unsafe and unfair. There is no other way to put it.

If your position is none of that mattered because a rule was violated places all responsibility on the player and is not aligned what is written in the codex. I get it though because if I was the casino and there was a rule I could enact to avoid paying out $20,000, I personally would look at the situation objectively and individually. I just thought the team here would see through that and stand on top of what they wrote in the Codex. Instead my complaint was not justified and now no one else from my country can research what happened.

Hello, I will respond in a more comprehensible way, of course.

In your forum post, you expressed your belief that the complaint did not adequately address a serious and responsible gambling situation. In that regard, I checked the complaint thread and briefly read it. However, I did not find a suitable section where you would request an investigation into a problem or responsible gambling. Thus, I responded the way I did. I wasn't talking about the Fair Gambling Codex, for example, because responsible matters are always highly context-based. Maybe there was a perplexing part, because also the summary of the complaint thread does not mention its focus on responsible practices; hence, I asked you.

Generally speaking, the player's concrete issues focus the complaint, and we cannot use it as a procedure to investigate the entire casino's operations. I get the country restrictions, but they weren't linked to the disputed amount. In the US, gambling is mostly banned, and you perfectly demonstrate that we must respect local laws regarding casino reviews; otherwise, we would be unable to provide our services at all.

Sadly, many players from highly regulated markets cannot access offshore casino reviews on our website.

I understand you hold negative feelings; it is, however, fair to say that no sentiment or emotions can change the fact that rules were violated.

I believe you’re missing the point entirely, especially if you haven’t read the complaint, only a summary, or don’t know what was included in the data.

Yes, I acknowledge that the rules were broken.

I accept that it was my responsibility to manually apply the maximum bet rule.

I accept that it was my responsibility to gamble for over 24 hours.

I accept that the Codex is not a rule of law but rather a theoretical document.

Your mention of no sentiment or emotion doesn’t negate the fact that rules were broken. I accept that. However, that doesn’t mean the remedy for the rule violation should be completely void in all circumstances.

It would have been nice for Yabby to acknowledge or take some responsibility.

It was confusing for Guru to say my complaint was unjustified and not advocate for a fair remedy. It was also confusing to say I was the one who gained the unfair advantage.

How can someone gamble for 10 active hours and place 10,000 plus bets after a rule violation? How is a single pop-up that appears mid-spin sufficient for continuously warning a player? How does my $39 coupon that was cleared in 6 minutes and removed from my account equate to bonus abuse?

My point is not to engage in a back-and-forth with the staff at Casino Guru. My point was to warn other players, which is especially important now because they can’t see their profiles on this website. This forum is heavily moderated. I’ve only sought transparency throughout the entire process, and I believe I achieved that. I’m happy to leave this thread here.

Hello, I feel like maybe some specific parts are not very accurate and provide space for misunderstanding. I hope you don't mind if I try once more.

I originally thought that when you mentioned serious responsible conflicts, you were talking about responsible/problem gambling, things around gambling addiction. I asked you whether you mentioned that in the complaint, because I could not find it there. Now it's clear that you were talking generally about responsibilities. I get it now, thank you. This pretty much explained both your confusion and my current confusion. 🙂 My apologies for that.

I would not say that forum is heavily moderated, though. As explained, due to worldwide gambling regulation, our content, including casino reviews and complaint visibility, e.g., is limited, depending on each player's country and associated regulation. This is not something we would choose to do, but there is no way around it. It has, however, nothing to do with forum posts, and I agree that the feature is great because that helps a few players from regulated counties see what has been happening, at least.

So, I thank you for your patience.