I played in the casino, sometimes I withdrew funds. I made a lot of deposits, because the casino gave a bonus of 250 free spins for a deposit of 20 euros. I played one game Royal hot, which is in the Bonus Play section, that is, in games allowed for a bonus. When I spun the wager on this game several times, and also took the winnings from the Gamzix tournament, my balance was 687 EUR. It was June 8. I made a withdrawal, but they told me that an additional check was needed and today I received two letters in the mail. The casino said that it would convert all the winnings into a bonus and that they would not pay out my winnings. Also in the chat they said that I could use the bonus only for fun and that I would not get any winnings from it, even if I spun the wager. That's how the casino stole 686 euros from me. I hope you can help. I am attaching screenshots of the letters, withdrawal history, and the bonus they converted my real funds into.

Я грав в казино, ?нколи виводив кошти. Робив чимало депозит?в, бо казино давало бонус 250 фр?сп?н?в за депозит 20 ?вро. Я грав в одну гру Royal hot, яка знагодиться в розд?л? Bonus Play, тобто в ?грах дозволених для бонуса. Коли я в?дкрутив к?лька раз?в вейджер в цю гру, а також забрав виграш з турн?ру Gamzix то в мене на баланс? стало 687 EUR. Це було 8 червня. Я зробив виведення кошт?в, однак мен? сказали, що треба додаткова перев?рка ? сьогодн? я отримав два листи на пошту. Казино сказало, що конвертову? весь виграш в бонус ? що вони не виплатять м?й виграш. Також в чат? вони сказали, що бонус я можу використати лише для розваги ? жодн? виграш? я не отримаю з нього, нав?ть якщо в?дкручу вейджер. Ось так казино вкрало в мене 686 ?вро. Над?юсь що ви допоможете. Прикр?пляю скр?ншоти лист?в, ?стор?? виведення ? бонусу, на який вони перетворили мо? реальн? кошти.

Dear igorganja14,

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 can understand the whole situation completely.

• Could you please advise if you have played with this bonus before?
• How much money did you have in your casino account before receiving the tournament winnings?

Additionally, if there is any other relevant communication between you and the casino, please forward it to [email protected]. Alternatively, you can post it here.

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,

Kristina

No, I haven't played with these bonuses before. Before receiving the winnings, it was more than 200 euros. The winnings were 400 euros.

Н?, ран?ше не грав з цими бонусами. До отримання виграшу було б?льше 200 ?вро. Виграш склав 400 ?вро.

Thank you very much, igorganja14, for your cooperation. I will now transfer your complaint to my colleague Adam ([email protected]) 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.

Hello igorganja14,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite YallaBet Casino to join the conversation and participate in the resolution of this complaint.

Dear YallaBet Casino,

Can you please provide a more detailed explanation regarding the decision to convert the player's winnings to bonus money?

Kind regards,

Adam

Hello igorganja14, Kristina, Adam,

We wish to provide the following context and position.

This individual has been identified as a high-risk, fraudulent player whose intention is not to participate in gaming for entertainment, but rather to exploit the casino for financial gain. This conduct directly contradicts both our Terms & Conditions and our commitment to responsible gaming.

Key points of concern include:

• Prior to the complaint, the player had already been contacted and explicitly warned about their gameplay patterns. We made it clear that their approach—focused solely on systematically generating profits rather than recreational play—was unacceptable and incompatible with our platform’s purpose.

• The player deposited and withdrew €460, completing a full cycle of deposits and withdrawals without any complications.

• He accessed our platform using a VPN, which is strictly prohibited. Upon being contacted, he admitted this and claimed he could not access the casino otherwise due to restrictions in Ukraine. Once informed that VPN usage is not allowed, he disconnected it and was able to log in without issue—confirming that access was indeed possible from his actual location.

• When his GGR (Gross Gaming Revenue) turned negative, the player proceeded to make new deposits equal to the negative GGR amount, despite already having a balance in his account. This was a clear attempt to reset his GGR to zero and become eligible for a new withdrawal.

• During this period, a temporary technical issue occurred on our website where the "transaction history" page was not accessible by players due to a bug from the casino platform provider. Nonetheless, he kept a detailed record of his deposits and withdrawals and kept making calculated deposits, suggesting an effort to exploit the system for financial gain.

• On multiple occasions, he made deposits while holding a real-money balance, again reinforcing that his primary aim was not gameplay but manipulating system metrics to trigger withdrawals.

In summary, this player exhibits a pattern of strategic behavior designed to bypass fair play standards and misuse the platform. His approach raises serious concerns and reflects a clear intent to use the casino as a means of generating income, directly opposing our policies and the spirit of responsible gaming.

Please let us know how best to proceed and if further information is required.

Hello YallaBet Casino,

Many thanks for your response and explanation. Please see my reply via email.

Kind regards,

Adam