Yakuzabet Casino - 일반 토론 (3 페이지)

Dear petitgamer,

Thank you for sharing your feedback with us. We sincerely apologize for the inconvenience you have experienced. Please be assured that our customer support team is always available to assist you in English, as we prioritize clear and effective communication with our users.

Regarding the welcome bonus, we would kindly request that you reach out to our CSR so that we may investigate this matter further and ensure the bonus is properly applied to your account.

We greatly appreciate you bringing this issue to our attention. Rest assured, we are committed to enhancing your experience with us.

Frances

Yakuza.bet

Yes the main issue was because of me using multiple IPs and using multiple devices. No joke....

It has been a week now and they have on reached out or responded. I don't think the complaint I created is giving this issue much justice as this is far more than just late payment, it is confiscation of funds with ridiculous reasons that's not even in their terms. Can we change that?

"As a courtesy, I’m sharing the screenshots of the conversation here. It’s evident that your platform could benefit from updating the player language for better clarity and appropriateness. Please take this as constructive criticism aimed at helping improve your platform."

Dear Frances,

Thank you for your response, but I must clarify that the issues I’ve raised have not been resolved.

First, regarding the welcome bonus: I never received the full 100% bonus for my first deposit, and instead, I was given a very small free wager amount of just $11. This was not communicated properly, and I believe it was a misunderstanding or oversight on your part.

Secondly, when I tried to use the live chat, I was met with a language barrier. The platform defaulted to a foreign language, making it extremely difficult to understand who I was communicating with and what information was required. While I managed to get by due to familiarity with similar platforms, it’s far from ideal, especially when players should have the option to be served in English by default. Once I reached an operator, I had to request them to switch to English, which should not be the case.

Additionally, after I played and won using the free wager, I completed the required identity verification to request a withdrawal. However, I was then accused of "bonus abuse" and was told that my withdrawal would not be processed. This feels like an unfair accusation, and frankly, it’s concerning that a new player is being treated this way.

I hope you can understand why I am frustrated with this situation, and I sincerely hope it is addressed swiftly.

Regards,

petitgamer

Dear petitgamer,

All the deposit bonuses have a minimum deposit requirement for obtaining the bonus, limitation of the maximum possible bonus amount, wagering terms, limitation of the maximum amount of bets while wagering, time limitation of bonus life, unless otherwise indicated.

Any issued bonuses can only be used on slots and are by default limited to a maximum bet of 5 USD/EUR or equivalent until it has been lost or cashed out unless otherwise specified. Maximum bet limit includes bets doubling after a game round has been completed as well as bonus rounds (purchased within the game).

Frances

Yakuza.bet

Dear Frances,

Thank you for your detailed explanation regarding the deposit bonuses and their terms. However, I feel compelled to address my specific concerns as they remain unresolved.

Firstly, I never received the bonus I was eligible for. When I reached out to your team, I was credited with $11 without any clear explanation of what this amount represented or its associated terms. While it was labeled as "free wagering," the lack of clarity is concerning.

Secondly, I’ve consistently played in good faith and made a single deposit of $30, as your team can confirm through my player history. Despite achieving significant wins and actively engaging on the platform, my identity verification was never processed. Additionally, Interac—one of the primary methods I rely on—was inexplicably unavailable.

After 24 hours, I was accused of being a "bonus hunter," a claim that feels both unfounded and opportunistic. The timing is especially troubling, given that the funds were already in my account. I also received a vague apology referencing hidden terms that were neither communicated nor explained at any point during my gameplay.

This experience raises serious ethical concerns about transparency and fair treatment of players. I trusted Yakuza.bet, but the handling of my account and funds has left me questioning the platform's practices. I would appreciate a more thorough review of my case and a fair resolution to address these issues.

Kind regards

Dear Petitgamer,

Thank you for reaching out. Upon reviewing your account activity, we noticed that you made a deposit on 2024-11-29 at 07:43:58. At 07:53:31, your wallet balance was 0.51 CAD and by 2024-12-01 at 12:42:44, you had received a deposit bonus of 11.43 CAD.

However, we observed that you placed a bet exceeding 5 EUR in a single bet after receiving the bonus. This action is in violation of our casino’s rules and terms of service. As a result, we had no choice but to confiscate the balance in your wallet, as per our policy.

We understand this may be disappointing, but we must adhere to our guidelines to ensure a fair gaming experience for all players.

Frances

Yakuza.bet

Hi Frances,

I doubt the accuracy of the facts that you provided because I did not log in from Netherlands. I jujst tried a VPN from Netherlands to both log in and register and your site obviously blocks bth registering and logging in from Netherlands. How could I have logged in from Netherlands if your site blocks it. Please check yourself if you are able to logging used VPN from the Netherlands.

The cash out I made had nothing to do wit this bonus that you included. Please note the winnings were already withdrawn twice from that bonus. Besides your term states "*VPN/Proxies are allowed for game play without bonus." In my case, the amount I was trying to withdraw happened on a different date of that bonus you mentioned and that bonus was already fulfilled and complete. So even if I used VPN you are allowing it based on your terms.

Given that Netherlands can not be logged in from and registered on your site, the playing from Netherlands is not valid. My winnings are legit because whatever bonus I had was already completed and cashed out. Also note that the bonus I took was a wager free bonus and it is considered cash when a bonus has no more wagering.

Dear Frances,

Also why I was told at the time of confiscating my funds of the following:

Dear player, We found that you used multiple IP accounts and different devices (including MAC and WINDOWS), created multiple accounts (duplicate accounts), and deliberately concealed your identity to obtain bonuses. This will result in account termination and is a violation of our casino's terms. We will deduct 8364.89 TRX from your wallet balance Yakuza.bet a secure environment. Yakuza.bet Security Team

It seems like you guys are just making things up to not pay me. Your terms never states that players are not allowed using same devices or having multiple IPS and yet you decided to confiscate my funds based on those two issues alone. Two weeks later you guys come accusing me of logging in from The Netherlands where it is impossible to either register or log in from. I don't think it is fair for you to use this kind of delay tactic just to not play a player of his rightful winnings.

Let's see how the whole thing goes. I have read a recent situation about your complaint and since Nick is in charge of it we will have to wait and see what he says. 

Anyway, I see that other things have been mixed in, so I'm curious to see what the outcome will be. 

But as I said, let fairness win.

Dear Frances,

Thank you for your response. However, it is evident that my concerns are not being addressed in full. Your reply selectively highlights certain points while ignoring key aspects of my experience. This demonstrates a lack of thoroughness in reviewing my case and understanding the overall context.

Let me reiterate:

Bonus Handling: I never received the bonus I was eligible for. Instead, I was credited with $11.43, which I still have no explanation for, despite raising this issue repeatedly.

Good Faith Gaming: I made a single deposit of $30 and actively played, as evidenced by my player history. The claim that I violated terms after receiving an unclear bonus feels opportunistic and unfair, particularly given that my identity verification was never processed, and Interac was unavailable.

Timing and Communication: It took 24 hours for accusations of being a "bonus hunter" to arise, only after funds were in my account. Your apology referenced hidden terms without clearly explaining them. This lack of transparency severely undermines trust.

I am sharing these facts in good faith, but your continued selective responses have made it clear that my concerns are not being given the attention they deserve. For this reason, I am concluding my engagement with this conversation.

I wish your platform the best in its future endeavors, but I must emphasize that my experience has left me with serious doubts about its ethics and practices.

Good luck in your affairs.

Kind regards,

Thank you for continued patience and sharing your detail feedback. 

Bonus Handling: Our records indicate that the First Deposit Bonus of 11.94 CAD was successfully credited to your account (on December 01| 12:47)  following your initial deposit of 30 CAD (on November 29 | 7:47). The remaining balance from the deposit has also been accounted for and utilized across your gameplay sessions.

Good Faith Gaming: We understand that there may have been some confusion regarding the bonus terms and allocations, and we apologize for any lack of clarity in our prior communications. Our intention is always to ensure transparency and fairness in bonus handling and account management.

Timing and Communication: Please note that our support team has previously reached out to you to explain this matter and provide guidance on our terms. 

To avoid repeating the same details, We kindly ask that you review your transaction history for confirmation or notification to check the bonus that has been issued to your account.

Kind regards,

Kaylynn

Yakuza.bet

Hi Jaro,

Yes, fairness will prevail. From what I have provided so far and what the casino gave as excuse on both occasions, the casino isn't playing fair at all for listing the following to confiscate winnings:

1. Using more than 1 device
2. Using more than 1 IP
3. Claiming VPN usage from a country where it is impossible to even log in or register.
4. Claiming that my fund is bonus while the are the one saying their bonuses are wager free. A wager free bonus is cash. (Please investigate since you are allowing them to advertise on your platform as wager free when they require wagering of deposit + bonus. This isn't wager free. I'm feeling they are taking advantage of players thinking it's wager free while they have other requirements in their terms that contradicts a wager free bonus. his is false advertisement and placing players at risk for no other reason than to benefit themselves and putting a bad experience to those thinking these bonuses are actually wager free.)

A Dutch is passing by…. It is impossible to signup a account😂😂😂

Dear Kaylynn,

Thank you for your response. While I appreciate the effort to address my concerns, it is evident that key points raised in my previous communications remain unresolved. To ensure full clarity and fairness, I am summarizing the issues and my expectations below.

Misleading Bonus Allocation:

Despite depositing $30, I was credited only $11.94, which was described as a "free wager" with no mention of being part of a deposit bonus or subject to bonus terms.

At no point was I informed that this amount was subject to restrictions, nor was this amount categorized under a bonus section or clearly labeled as requiring forfeiture or cancellation under standard bonus regulations.

This ambiguity is unacceptable, as it creates confusion about the applicability of your bonus terms. If this amount was a "cash no wagering bonus" as indicated, it should not have been treated as a traditional bonus requiring compliance with wagering rules.

Unclear and Selective Responses:

Your responses have repeatedly failed to explain why the $11.94 was categorized inconsistently or why it was subject to bonus terms when no such terms were explicitly communicated at the time of crediting.

Directing me to transaction history, which only displays the last 50 entries, is insufficient and unhelpful. This limitation prevents me from independently verifying your claims.

Accusations of Bonus Abuse:

Accusing me of being a "bonus hunter" after a single deposit and active gameplay is not only unfounded but also reflects poorly on the platform’s approach to fair player treatment.

This accusation arose only after I attempted a withdrawal following successful gameplay, suggesting that the platform’s intent was to delay or deny legitimate payouts.

Lack of Transparency in Communication:

The terms surrounding the alleged bonus were neither clearly communicated nor accessible at the time of my deposit or during gameplay. Moreover, the foreign language barrier encountered during initial customer support interactions further compounded the confusion.

My Expectations:

To resolve this matter fairly and transparently, I request the following:

A detailed explanation, backed by evidence, of why the $11.94 was categorized as a bonus subject to wagering requirements.

A full account review with a clear breakdown of my deposit, credited funds, and gameplay history.

A review of the "bonus abuse" accusation and a detailed justification for why such a claim was made despite my adherence to the platform’s rules and terms as communicated to me.

If these issues cannot be resolved satisfactorily, I reserve the right to share my experience with relevant forums and communities to ensure transparency about the practices of your platform.

I trust that you will approach this matter with the seriousness it deserves and provide a fair and transparent resolution.

Kind regards,

Dear Holoik83,

Thank you for bringing this matter to our attention. We have conducted internal tests and confirmed that, while our site is designed to block access from restricted regions such as the Netherlands, certain VPNs may bypass these restrictions under specific conditions.

We are continuing to investigate your account activity and the circumstances surrounding this issue to ensure everything aligns with our terms and conditions. We appreciate your patience as we complete this review and will provide you with an update as soon as possible.

Best regards, 

Kaylynn

Dear Petitgamer,

Unfortunately, the player in question violated our casino’s rules, which has led to their dissatisfaction. While we strive to provide a fair and enjoyable experience for everyone, it is also our responsibility to ensure that all activities on our platform comply with the terms and conditions we have in place. We regret that this situation has caused unhappiness for the player.

That said, we want to express our gratitude for the feedback and guidance they provided during this matter. Each experience, whether positive or challenging, offers us valuable lessons to grow and improve. We take these opportunities seriously and will continue working toward creating a platform that is transparent, fair, and aligned with our players’ expectations.

Moving forward, we remain dedicated to enhancing our operations and ensuring that similar situations are handled even more effectively in the future. Thank you to our community for your understanding and continued support as we work to become the best version of ourselves.

Best Regards,

Yakuza.bet

Hi Yakuzabet/Kaylynn ,

I find it hard to believe that you still need time to find evidence after confiscating my funds two weeks ago.

Thank you for bringing this matter to our attention. We have conducted internal tests and confirmed that, while our site is designed to block access from restricted regions such as the Netherlands, certain VPNs may bypass these restrictions under specific conditions.

Above statement proves that:

1) You did not know it was impossible to log in from the Netherlands.

2) You are uncertain whether a VPN was used, which is why you mentioned "certain VPNs may bypass."

If you are so sure, please show us the test results of the VPN that is capable of doing that and match the IP you believe to be using a VPN with a VPN service provider. Based on my research, none of the VPN detection services indicate that the IP was involved with any VPN service providers.

What’s next? Are you going to claim that I violated your terms by using a remote desktop located in another country, just like your original accusation which wasn’t even in your terms?

We are continuing to investigate your account activity and the circumstances surrounding this issue to ensure everything aligns with our terms and conditions. We appreciate your patience as we complete this review and will provide you with an update as soon as possible.

The above statement also proves that from the moment you confiscated my funds with reasons not listed in your terms, your second accusation was not based on evidence either. Otherwise, why else could you not have provided support for your claims yet? This means you are a casino that confiscates funds just because of big winnings while taking your time to search for anything that favors you. I thought we lived in a world where we are innocent until proven guilty, which is clearly not the case with Yakuza.bet!

There is no need to worry, just as the casino is investigating your situation, so is our team. You'll always learn everything you need to know, and no matter how it ends, you'll always get a clear explanation of why it happened. So let's wait and see what our experts also find out.

Dear Holoik83,

We sincerely apologize for any inconvenience this may have caused. Your withdrawal has been canceled, and the balance of your wallet has been debited due to multiple issues with your account. The various breaches observed have led us to suspect potential involvement of internal employees.

We kindly request your patience as we conduct a thorough investigation. Please be assured that you have deposited 867 TRX and withdrawn 21,033 TRX. The current wallet balance of 8,364.89 TRX is being temporarily deducted during this investigation process. It is evident that our casino does not intentionally or maliciously target players with unreasonable deductions.

Our casino does not intend to cause you any undue hardship and we are committed to resolving this matter to your satisfaction. We appreciate your understanding and cooperation during this period.

Thank you.

Best regards,

Kaylynn