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I deposited R130 at Yebo Casino and won R600. The casino is refusing to pay out, claiming I had earlier free chip winnings in my balance. I accept that winnings from free chips are void under Term 10.4. However, the R600 was won after my deposit and should be treated as legitimate deposit winnings.

Unfortunately, I do not have a screenshot of the chat because the support agent Lauren closed it before I could save it. During the chat, I was told: "There is nothing we can do, you went against the casino rules."

I am requesting that Yebo Casino provide the chat transcript themselves, as they have full records of all player communications, and release my legitimate deposit winnings of R600.

This lack of transparency and refusal to pay deposit-based winnings appears unfair and outside the scope of the stated Terms & Conditions.

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Yebo Casino. I have checked the terms and conditions of the casino and have found the following rules:

10.1.10) For the purposes of security, any winnings acquired from a free bonus or free tournament can only be cashed in after the Player has placed a minimum deposit of R50 into their account. 

10.5) No Mixed Funds Allowed

Mixing of no-deposit bonuses (e.g., free chips, free spins) with deposits is not allowed. If a deposit is made while a no-deposit bonus is active, this will be considered "mixing of funds" and will invalidate any accrued winnings. Your balance will be reset to the original real money deposit amount. To avoid mixing funds, you should play real money balances and no-deposit bonuses separately. Do not make a real money deposit unless your balance from a no-deposit bonus goes below R5. Any winnings derived from mixed funds will not be withdrawable.

Please allow me to ask you a few questions, so I can understand the whole situation completely:

• When did you activate a free chip bonus? Have you finished the wagering requirements for this bonus?
• Have you requested a withdrawal of your winnings from the free chip or were they left on your balance?
• Was the free chip bonus still active when you made a deposit of R130 and won R600?
• Did the casino return the deposit amount to your balance after confiscating the winnings?

Thank you very much in advance for your reply.  

Best regards,

Natalia

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Hello Natalia,

Thank you for your response and for outlining the terms and conditions. I would like to clarify my play history step by step so it is clear why I believe both of my withdrawals (R1398 and R626) should be valid:

I first redeemed a free spins bonus which resulted in less than R20. I completed the playthrough requirement and this was converted into a withdrawable balance of R40. At that stage, the bonus wagering had been satisfied and the funds were fully cashable.

I played with that R40 and increased it to around R1500. I then deposited R130 and used the Lucky Friday deposit bonus. At this point, I was no longer playing under "no deposit/free chip" terms but under a valid deposit bonus cycle.

From that balance, I was allowed to withdraw R1398. This was accepted and processed by the casino. If the free chip rules had been breached, the R1398 withdrawal would not have been approved in the first place. The fact that it was accepted confirms that those funds were valid and complied with terms.

After my first withdrawal, I continued playing with the remaining balance (around R220 from the same deposit/bonus cycle). I completed the playthrough and this resulted in a new withdrawable balance of R626

The casino has since denied both withdrawals (R1398 and R626), stating that winnings were from "multiple free chips" or "mixed funds." However, as shown above, the free spins were fully cleared before my deposit was made, and I was in a real money/deposit bonus cycle when both winnings occurred.

For these reasons, I respectfully maintain that:

The R1398 withdrawal was valid and should be honored (it was already approved once).

The R626 withdrawal was also valid, as it came from the remaining deposit/bonus balance after the first withdrawal.

I kindly request that both withdrawals be reinstated and paid out in accordance with the casino’s terms.

Thank you for your time and assistance in resolving this matter.

Best regards

Doshendra

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post the screenshots here. Thank you in advance.

Dear Doshendra,

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,
Natalia
Casino.Guru