Ybets Casino - Igračeva sredstva su konfiskovana.

I don’t know how many times I’ve said this, but this complaint is completely unrelated to my previous one.

Since we need to communicate via email to submit evidence proving this, please send me an email.

After my previous complaint, the casino acknowledged a mistake by their KYC department, and the KYC process was eventually completed.

I then made a withdrawal.

However, after using a bonus on my next deposit, my account was frozen and my balance was confiscated.

The casino claims that I played a prohibited game, but an investigation revealed that the casino had incorrectly configured the prohibited games list, and the game in question was omitted from the list.

The user should not be held responsible for the casino’s error.

Please have a casino representative come forward and provide an explanation.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear andandjonnyx,

Thank you for submitting your complaint. I’m sorry to hear about your experience at Ybets Casino. We believe that restricted games for bonus play should be blocked and that this rule should be implemented at the software level—meaning the casino's software or website should prevent players from placing bets on games that are not permitted during bonus wagering. That would be the ideal solution. Alternatively, at the very least, players should be notified when they access a restricted game that it cannot be played while their bonus is active.

• Could you please advise if you have been warned by the software when accessing any of the restricted games and if it was your first redeemed bonus in this casino?
• Do you have access to your gameplay history in your account? If yes, could you please share it with us?
• If there is any other relevant communication between you and the casino, please forward it to attila.g@casino.guru. Alternatively, you can post it here.

Looking forward to hearing from you.

Best regards,

Attila

I am not subject to any software restrictions. I have used the casino bonuses multiple times.

I am unable to log in to my account, so I cannot share my transaction history.

1.4. It is strictly prohibited for players to engage in any fraudulent activities while playing with an active bonus to fulfill the bonus wagering requirements. The Casino retains the right to void all winnings if such actions are detected.

The Terms of Service contain only vague language.

I’ve never received a warning, and none of the games I’ve played have been banned.

Thank you for your response. Could you please confirm when did you lose access to your account?

I'm not sure. I think it was about two months ago.

Dear andandjonnyx and Casino Guru,

Upon an additional check, the player was found to be in violation of Ybets Bonus Terms, as per provided email explanation to the player. Ybets does not employ a warning policy for such cases and the account may be terminated after a violation of the Terms has occurred.

Additional information has been provided to Casino Guru via email.

We also wish to correct the following statement from the player: "After my previous complaint, the casino acknowledged a mistake by their KYC department, and the KYC process was eventually completed."

Ybets rejects the notion of mistakes made by the KYC as the documents were rejected in full accordance with KYC practices, affirmed by the earlier complained lodged by the player and rejected by Casino Guru: https://casino.guru/complaints/ybets-casino-player-s-withdrawal-is-delayed-due-to-24. The KYC was completed only after the player provided correct documents.

Respectfully,

Ybets Casino Representative.

I’ve read the Terms of Service, but there are no specific examples of what constitutes cheating listed anywhere.

Users aren’t mind readers, so they can’t interpret the casino’s vague wording and determine what exactly is considered cheating at this casino.

That’s why the casino needs to provide specific details or issue clear w

Dear andandjonnyx,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello andandjonnyx,

It's Michal once more. I've taken charge of this complaint. I have reviewed this case and am already in touch with the casino team.

I can agree with your statement that casinos should define their terms clearly.

At the same time, I would like to clarify an important principle that applies in cases of this nature. While players may understandably try certain patterns that, from their point of view, can give them better chances within a casino environment, gameplay should not be guided by identifying or attempting to benefit from potential imperfections.

Casinos are indeed responsible for defining their terms clearly and for implementing appropriate safeguards. However, players are equally expected to engage with the platform in good faith and in accordance with both the explicit rules and the broader principles of fair play. The objective of casino gaming is primarily entertainment, and not the systematic exploitation of any potential weaknesses—whether technical, procedural, or strategic.

You don't need to respond to this. I just felt it was important to mention this right away for the sake of transparency.

Dear Ybets Casino Representative,

Thank you for your email and for providing the additional information and supporting evidence. I have responded with further questions and am currently awaiting your reply, which should assist me in obtaining a clearer and more comprehensive understanding of the matter.

Dear Michal,

We have provided additional clarifications per your request via email.

Respectfully,

Ybets Casino Representative.

Please provide me with proper evidence as well.

If the casino believed there was a flaw in the game, it would have prohibited playing that game with bonuses in the first place.

The fact that the casino allowed me to play that game means it recognizes the use of that system as falling within the scope of normal gameplay.

The game I’m believed to have played this time is explicitly prohibited at many casinos, making it impossible to play in the first place.

Conversely, casinos that allow it to be played do not prohibit the use of that system.

For example, among major operators, BCGAME explicitly permits the use of that specific game system with bonuses.

In this case, the casino included only vague wording in its terms of service and, despite knowing it was a game with a unique system, did not designate it as a prohibited game.

The casino should bear that responsibility; it should not be placed on the user.

Translated with DeepL.com (free version)

Dear Ybets Casino Representative,

Thank you for your for all the provided information and evidence.

Dear andandjonnyx,

After a comprehensive review of the details and evidence submitted by the casino team and you, it has been determined that your gameplay included actions and strategies that were deemed to violate Ybets Casino Bonus Policy, particularly clauses 1.4 and 1.5.

1.4. It is prohibited to use bonus funds solely for the purpose of advancing through the bonus stages, especially in cases where bonus or cash funds are used exclusively to progress through the bonus stages (for example, collecting 9 out of 10 coins to reach the bonus feature). Then the final stages (such as playing to collect the final coin and reach 10 out of 10 and activate the bonus feature) are completed using cash bets after the bonus funds have been forfeited, lost, or the wagering requirements have been met and converted to cash. All the winnings gained during that play may be considered void.

1.5. It is strictly prohibited for players to engage in any fraudulent activities while playing with an active bonus to fulfill the bonus wagering

The issue was not related to a specifically prohibited game, but rather to the overall gameplay pattern you engaged in across multiple games, which was determined to be in breach of the casino’s bonus rules.

As mentioned above, casinos are indeed responsible for defining their terms clearly and for implementing appropriate safeguards. However, players are equally expected to engage with the platform in good faith and in accordance with both the explicit rules and the broader principles of fair play. The objective of casino gaming is primarily entertainment, and not the systematic exploitation of any potential weaknesses—whether technical, procedural, or strategic.

As you are not a casual player and your gameplay and complaint history demonstrate repeated attempts to operate at the very limits of what may be considered permissible under casino or industry standard bonus rules, we are unable to regard this incident as a mere minor coincidence or an unintentional breach.

Based on the available evidence, we conclude that the casino team acted in accordance with the applicable bonus terms and conditions, which you accepted upon registration and upon claiming the relevant bonus. As with any player, it remains your responsibility to familiarise yourself with and comply with those rules.

You naturally have the right to disagree with this conclusion and may choose to escalate the matter to the casino’s licensing authority or another competent authority within your jurisdiction should you believe your position remains justified. However, from our perspective, we are unable to provide further assistance in this matter, since the violation of the casino rule on your part has been substantiated. The complaint will therefore be classified as "Rejected - Unjustified."

Should you decide to pursue the matter further with a regulatory authority, please feel free to keep me informed of any developments or decisions at michal.k@casino.guru.

Moving forward, I would strongly encourage strict adherence to casino rules and bonus conditions, as participation in prohibited or ("unfair") advantage-focused gameplay may result in similar complaints being rejected in the future as well.

Nevertheless, should you encounter issues with this or any other casino in the future, you are welcome to contact us, and we will try our best to assist you.

Best regards, 

Michal

Casino Guru