Yeti Casino - Spillerens gevinster konfiskeret på grund af krav om VPN-brug.

Yeti Casino refused to give my winnings as they say I have been using Vpn, although Im located in London and Im fully Kyced.

Hello nlekka18,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Yeti Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? Did you ever use VPN to access the casino website? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello

Fully verified since the beginning and I have never used any bonus.

After few winning bets at the sportsbook, I decided to withdraw my money and Yeti Casino refused to pay my winnings.

I have never used Vpn as there is no reason for it and I dont gain any advantage by using it.

Hello nlekka18,

As the casino can instantly check any login you made and show the geo location, the complaint will be now forwarded to my colleague Pavel (pavel.k@casino.guru) who will be assisting you from now on and will request a proof of the casino's claim.

Wish you best luck resolving it.

Regards,

Nick

Hello, nlekka18!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hi

We are sorry it had to come to this, but rules are there for a reason. When you register to our casino, you agree to abide by our terms and conditions.

We have sufficient proof that VPN/Masking techniques were used. Therefore, we acted accordingly.

Your deposit was returned to you and your account is closed.

Kind regards,

Yeti Casino

Yeti Casino, thank you for your response!

To clarify, we do not consider the use of the VPN as it is to be unfair. The context of the usage is more important. For example, if the player had used it to avoid the country block, or to make use of multiple accounts or in any other predatory way, we can accept the confiscation of winnings. However, as far as the player had not breached any other rule and did not have any advantage gained from the VPN usage, our position is that all funds should be paid out.

Player claims: "I have never used VPN as there is no reason for it and I don't gain any advantage by using it."

Yet we have proof of VPN use. Unless player chooses to admit someone else was using the account to place sports bets from a banned country IP address,

Two simple questions:

Why you did accept more bets from me since you detected Vpn use and only remembered it when I decided to withdraw my winnings?

Whats the advantage I have gained from the use of Vpn since Im fully Kyced, live in London and have given you recent bank statements to prove this?

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.

This case is being dealt with, with our complaints department with the customer. There is no need to have it running simultaneously in 2 places. Pavel you can speak to us directly if you want some more info and clarifications.

Thank you for your response, Yeti Casino! Please, inform us when you will make a decision regarding the player's situation and we can work from that point.

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.

We have decided to extend the timer for one more week, as we still do not know, how if the internal complaint process has been finished.

Hello, nlekka18!

Unfortunately, after the communication with the casino representative we could not find a solution suitable for all sides. As we do in all such cases, I recommend you to open a complaint with the regulator. eCogra is an alternative dispute resolution service (https://ecogra.org/alternative-dispute-resolution/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. Also, please, send the response or the reference number of your complaint to my e-mail: pavel.k@casino.guru, so I can close this complaint with the "Waiting for the regulator" classification. I am sorry I could not be of more help on this occasion.

Dear nlekka18,

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 have decided to close this complaint with the classification "Waiting for the regulator's decision".

We have decided to reopen and reject this complaint as we have received information from the player that the regulator has taken the casino's side in a similar case with the similar operator. Usually, we do not approve such decisions, when we think that the player did not receive any advantage from the VPN usage. However, in that case, the player has made sports bets. Given that even if we would be provided the information from the sportsbook provider, we could not have made any judgement, because we do not have enough experience with sports betting.

nlekka18, I am sorry I could not be more of help.