Yakuzabet Casino - Igračev bonus se odbija za drugi depozit.

I deposited 2000 TRX twice on 12/29 and received a bonus for the 1st deposit. They refused to credit me the bonus on my second deposit and even tried to persuade me that the following terms stated on their site mean only one bonus a day is allowed, which mentions twice between Saturdays and Mondays:

https://www.yakuza.bet/bonus-terms-and-conditions

Free Spins Weekly Bonus

Free spins activation duration is 3 days, free spins duration and free spins result duration are 3 days.

This bonus has a zero wagering requirement.

The bonus is available for players who have already used all the Welcome package bonuses.

They need to honor their own terms and credit me the bonus, it was because of this term that I deposited the second time, expecting to receive the bonus.

Dear holoik83,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing with the casino.

To better understand and assist with your case, could you please clarify the following points:

• Can you confirm the exact name of the bonus you were expecting to receive with your second deposit?
• Did you receive any communication (email, chat, etc.) from the casino regarding the terms or eligibility for the bonus prior to your second deposit?
• Did the casino provide any specific explanation or reference to other terms and conditions when refusing the bonus? If yes, could you share those details?
• Have you attempted to reach out to the casino’s support team to address this issue? If so, could you share the correspondence?

Additionally, if you have screenshots or other documentation related to the terms you relied on, the deposits, or any conversations with the casino, please forward them to petronela.k@casino.guru so we can thoroughly review the situation.

Your cooperation is essential for us to proceed with the case and work toward resolving the issue. Without your input and the necessary details, we will not be able to effectively mediate on your behalf.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Hi Petrolena,

In response to your questions:

Can you confirm the exact name of the bonus you were expecting to receive with your second deposit?

The name of the bonus is Free Spins Weekly Bonus

The terms of this specific bonus state, "The Free Spins Weekly Bonus is available for each player TWICE, from 0:00 UTC on Saturdays until 23:59 UTC on Mondays, and added accordingly with the below deposit tiers:"

Did you receive any communication (email, chat, etc.) from the casino regarding the terms or eligibility for the bonus prior to your second deposit?

Yes, all the live chat and their management claim that the quoted terms above mean that I can only receive one bonus a day when, in fact, it mentions nothing about this in either the specific terms of their bonus or their entire bonus terms. I have, in fact, received this multiple times previously with no issues. I also mentioned this to them, and they keep telling me that I am the one confused. I ain’t dumb, and I can understand what I saw. It was a very unpleasant experience to see them act so irresponsibly.

Did the casino provide any specific explanation or reference to other terms and conditions when refusing the bonus? If yes, could you share those details?

Yes and please see how ridiculous this is

Customer Support (Yakuza) :

Please read our Casino Promotion rules carefully

1. Welcome Wheel of Fortune: Each player can only get one in their lifetime

2. Yakuza Wheel: You can get it once on Tuesday~Wednesday, and once on Thursday~Friday (twice a week in total)

3. Free Spins Weekly Bonus: You can get it twice from Saturday to Monday (a total of two times a week)

4. Welcome Live Daily Cashback: You can receive it once a day (a total of seven times a week)

Me:

yes but it does not say once a day

Me

QUOTE "You can get it twice from Saturday to Monday (a total of two times a week":

Customer Support (Yakuza) :

Yes, but our protocol is you can only claim it once per day two times per week.

Me:

where does it say this in yuour terms?

Me:

Please direct me to the place it mentions what you said for this bonus or the terms are what should be based on. You can't violate your own terms

Me:

you can change the terms but that will be effective after the change not now

Customer Support (Yakuza) :

Thanks for bringing this to our attention. I will ask the management to modify the terms and condition so that the player can fully understand.

We apologize, but we have a protocol that we need to follow.

Me:

You also need to honor your own terms

Me:

For a licensed casino you have to honor the promo on your site. I did nothing wrong and foillowed your advertised promo.

Or else this is false advertisement

Customer Sua pport (Yakuza) :

But that's what it means. It's just confusing that it wasn't explained to the players so much that it caused confusion

Me:

It is not confusing what is the confusion when it says twice during a specific period and I deposited twice you won't give me the second one?

Customer Support (Yakuza) :

This confused you, that's why you're asking for the second bonus for the same day. It must says that twice a week (not limited to the same day)

Me:

so I've only got the weekend freespin once this week

Me:

You just said it

Customer Support (Yakuza) :

You got it for today, Then tomorrow you can get a new one.

Me:

that'ss not twice a week

anyways we will go to the firums for this then

Have you attempted to reach out to the casino’s support team to address this issue? If so, could you share the correspondence?

Tried with no response.

Hi holoik83,

Thank you for providing additional information and for your detailed response regarding the Free Spins Weekly Bonus issue. I understand your frustration and concern about the casino’s interpretation of their terms, especially given the lack of clarity and the apparent inconsistency in how the bonus has been applied.

After reviewing the provided bonus terms and your communication with the casino’s support team, it is clear that the current terms on their website do not specify any limitation regarding activating the bonus only once per day. Instead, the terms explicitly state that the Free Spins Weekly Bonus is available "twice from 0:00 UTC on Saturdays until 23:59 UTC on Mondays."

It seems that the casino’s refusal to honor the second bonus on the same day contradicts their written terms. Furthermore, the casino’s acknowledgment that the terms caused confusion and their intent to modify them in the future suggest that they are aware of this discrepancy. However, as you rightly pointed out, any changes to terms and conditions should only apply moving forward and not retroactively impact your current eligibility.

I will now transfer your complaint to my colleague, Branislav (branislav.b@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hi Petronela,

Thank you so much for taking the time to review the entire incident—I really appreciate it. It's reassuring to know that I’m not the one misunderstanding the situation. For a casino to behave this way, disregarding its own published promotion, is truly surprising. This isn’t just some obscure email promo I received; it’s one of their featured promotions (I believe it’s even listed on your site as well). For them to claim ignorance—or pretend not to know—speaks volumes about their practices, in my opinion. Hopefully, they’ll take the opportunity to make things right.

Hello, holoik83,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Yakuzabet Casino team,

Since the situation is clear and everything essential was explained above, provided that all information and details are true - is the casino please able and willing to add the bonus the player is entitled to (according to the casino's Bonus Terms and Conditions) to his casino account and sort the situation out?

If there is anything relevant that could change our position, feel free to send the necessary details and possibly supporting evidence to my email address (branislav.b@casino.guru) or share it directly here.

The situation would have been different if we were talking about a no-deposit bonus, but the player made a deposit to claim the bonus in question.

Thank you.

Dear Branislav and Holoik83,

We would like to inform you that we have already issued the free spins to the player's account as a gesture of goodwill and to ensure a positive resolution to this case. Additionally, we have taken this opportunity to review and update our Bonus Terms and Conditions to provide greater clarity and prevent similar misunderstandings in the future.

Thank you for bringing this matter to our attention. We always strive to improve our services and maintain transparency with our players, and we appreciate your feedback in helping us achieve this.

Thank you for your cooperation and understanding.

Best regards,

Kaylynn

Yakuza.bet

Please understand that this is not a gesture of goodwill. You’ve violated your own terms, and now you've merely adjusted them to match what was previously enforced upon me. Stop pretending to prioritize players when your actions paint a very different picture. This situation clearly reveals your true approach.

A genuine gesture of goodwill would offer something beyond what I was originally entitled to, and taking advantage of this phrase in this context is not only misleading but unwarranted.

Additionally, it’s evident that this casino lacks basic industry knowledge. It’s rare to see a casino take such a bad beating not knowing the simplest stuff that are common sense to all players.which has now become almost comical... Where you guys come from?! lol

Dear Holoik83,

Thank you for sharing your thoughts. We understand your frustration and take your feedback seriously. Our intention is not to mislead or diminish your experience but to address the matter transparently and within our current policies. We acknowledge that adjustments were made, and while we may not align on the interpretation of goodwill, the resolution aimed to rectify the situation fairly based on the circumstances.

Regarding your comments on industry knowledge, we are continually striving to enhance our understanding and practices to provide the best possible service to all players. Constructive criticism like yours helps us grow, and we appreciate you pointing out areas where improvement is needed.

Best regards,

Kaylynn

Thank you both for your replies and updates.

Dear Holoik83,

Do I understand correctly the casino issued the free spins to your account, so I can consider the matter resolved?

Thank you.

Yes that is correct and thank you!

Kaylynn,

If you claim that our interpretation of good will is different then you are representing the fact that you still believe what you did was right and this bonus was done out of your good will.

I'm sorry, but how arrogant a casino you are to be claiming this when you already know you are at fault. Gives the player what they were originally supposed to received that you failed to provide violating your own terms. Then gives the bonus that he was supposed to receive all along 2 weeks later and call this out of good will? What kind of good will is this? lol. So if this is good will then you would not have given it normally? Jeeze... what a great interpretation you guys have.

Hi,

We need to reopen this case as matters escalated again with this casino.

I am mow reaching out here regarding four pending withdrawals totaling 3,882 TRXe on my account since I can not file a new complaint with this one active. As per the record, I am fully verified on the platform, and I have had previous positive experiences with cashouts. In fact, after an earlier incident where funds were initially confiscated without explanation, the casino later settled and paid out my winnings after being exposed.

However, I am now facing delays in receiving my funds despite the advertised promise of instant crypto payments. I have always received previous withdrawals within a few hours, but this time, there has been no communication or explanation for the delay.

I kindly request your urgent assistance in processing my winnings.

I appreciate Yakuza.bet's prompt attention to this matter.

Dear holoik83,

Thank you for contacting us and supporting our casino. We apologize for the inconvenience, but our payment team is currently very busy and we are working hard to expedite your withdrawal request.

According to our casino's terms and conditions, withdrawal requests will be processed within 3 days please be patient.

Please refer to the link below for reference:

https://www.yakuza.bet/terms-and-conditions 

Thank you for your understanding and support. have a nice day!

Sincerely,

Yakuza.bet team

Hi Yakuza.bet,

I am writing once again to express my concerns regarding the withdrawal process, and to highlight some serious issues with your understanding of your own terms and industry standards.

The term you directed me to reads as follows:

"All Bank Transfer payouts are in principle processed within three (3) banking days. Please mind that you will not be able to request a Bank Transfer for USD payouts."

This clause clearly refers only to bank transfer payouts and specifically mentions a 3-day processing window. However, nowhere in your terms does it state that all withdrawals will take 3 days to process. In fact, your payments page, as shown in the screenshot below, indicates that bank transfer withdrawals take a long time, while crypto withdrawals are processed instantly. This further contradicts your claims regarding processing delays.

.

Your delay tactic has once again failed and exposed yourself even further that you are not all about the players and are exactly one of those casinos willing to use delay tactic to stall withdraws for your own gain. It is becoming increasingly clear that your platform may be using these delays to stall payouts for your own financial gain.

I strongly urge you to process the payment as soon as possible and reconsider your approach to player withdrawals. It is crucial for any reputable casino to understand the difference between bank transfers and cryptocurrency payments, and to operate transparently and fairly in this regard.

For a casino to not understand the difference between a Bank transfer and crypto processing is a joke.

Additionally, your claim that the team is "busy" or "working hard" to expedite withdrawals seems questionable. Have you looked at your own leaderboard exposing you of the amount of players actively playing? When looking at your leaderboard, which shows a maximum of three active players. Given this, it’s difficult to understand how such delays can occur during this period. The fact that whenever I played I always received 1st place in tournament even when I have played just a few spins further shows that you can't be as busy as you say you are even if all three players won and requested cash out, how difficult could that bve to have it delayed for now 2 days?!

I hope you will take immediate action to rectify this situation and adopt a more player-centric approach moving forward.

Thank you both for your updates, and I am glad the first issue with the bonus was successfully sorted out. In the meantime, I increased the disputed amount according to the new information shared.

Dear holoik83,

It is our standard process that in case of a pending withdrawal, we recommend players wait at least 14 days before they submit a complaint, regardless of whether it is crypto or one of the other common payment methods. Online casinos have their payment providers/processors, and not all processes depend on the casino itself. Delays may occur from time to time. Therefore, I am extending the timer for you until the end of next week and will wait for your update.

Feel free to inform us about any news until the timer expires. If nothing changes, we will ask the casino to help us with the matter.

Thank you for your patience and understanding.

Dear Branislav,

we recommend players wait at least 14 days before they submit a complaint,

Given the advancements in communication and technology today, I believe a two-week waiting period is neither appropriate nor necessary. In most cases, it does not take such an extended period to resolve withdrawal issues.

Online casinos have their payment providers/processors, and not all processes depend on the casino itself. Delays may occur from time to time. 

I can agree and understand this 100% as most if not all casinos go through payment processors and many times the delay do happen out of casino's end. These specific types of delays do happen from "time to time."

That said, I do not believe it is acceptable for casinos to use these occasional delays as a reason to intentionally withhold payments beyond the timeframes they advertise. In this particular case, I am concerned that the casino is not adhering to its own promised processing times, which were listed as "instant" on their website.

From the player's side, we can clearly see that the payment is still marked as "pending" in the transaction history, which means the casino has yet to approve the withdrawal. Only once the casino processes the payment does it change to "processing," indicating it has moved to the payment provider. As of now, the payment has not moved beyond the "pending" status, and I am questioning why it has not been processed, especially given that the advertised method should result in an instant withdrawal.

If the casino requires more time to process withdrawals, I believe it is crucial that they update their advertising to reflect this and avoid misleading players with false promises of instant payouts. The current situation, where the withdrawal is still pending after three days, raises concerns about the accuracy of the casino's advertised processing times.

I trust you can appreciate the frustration this causes, and I hope this issue can be addressed promptly.

Thank you for your attention to this matter.

Dear Holoik83,

Thank you for reaching out. We have reviewed your case, and it appears you have already successfully withdrawn your funds today.

Best regards,

Yakuza.bet team

Dear Yakuza.bet casino rrep,

I would appreciate some clarification regarding your cryptocurrency withdrawal process. Specifically, I would like confirmation on the following points:

1. Bank Transfers vs. Crypto Payments: Kindly confirm that bank transfers are distinct from crypto payments and that their processing times differ.
2. Withdrawal Time for Crypto: Please confirm that the 3-day processing time listed for bank transfers does not apply to cryptocurrency withdrawals.
3. Instant Crypto Withdrawals: As stated on your payments page, crypto withdrawals are listed as "instant." Could you please confirm that withdrawals made via cryptocurrency will be processed immediately, as indicated?

Thank you for your assistance and look forward to your prompt response.

Dear Holoik83,

Thank you for bringing this matter to our attention. We appreciate your patience and your detailed explanation of the situation.

As we've checked your account, we are pleased to inform you that your cash out request was processed on 2025-01-16 at 01:50:34 and has already been credited to your wallet.

First and foremost, we understand how important timely withdrawals are to our players, and we truly appreciate your patience throughout this process. We sincerely apologize for any inconvenience caused by the delay in processing your payment. Rest assured, we take your concern seriously.

It is always our priority to adhere to the timeframes outlined on our website. However, despite our advertised "instant" processing times for this method, there may occasionally be unforeseen circumstances, such as additional verification checks or technical issue that contribute to delays. While these situations are not common, they can take up to three working days to resolve. We strive to minimize any inconvenience for our players and work as quickly as possible to resolve these matters.

We are actively working to prevent such occurrences and improve transparency moving forward.

If you have any further questions, feel free to reach out.

Best regards,

Yakuza.bet team

As usual, you're avoiding the questions I've asked. It's frustrating that I can't get straightforward answers to questions 1, 2, and 3. Instead, all I get are more unanswered questions and further excuses for for you to exploit delay tactics.

Hi Holoik83,

We’re sorry if you think our previous response wasn’t as clear as it could have been. To make it easier for you to understand. You asked us 3 questions and we answered it already. Let me break it down for you. 

Bank Transfers vs. Crypto Payments, Withdrawal Time for Crypto, Instant Crypto Withdrawals.

Bank Transfers vs. Crypto Payments: Bank transfers and cryptocurrency payments are distinct methods of withdrawal, with differing processing times. Bank transfers typically take up to 3 banking days to process.

Withdrawal Time for Crypto & Cryptocurrency withdrawals: are generally processed "instantly" however, in some cases, such as when reviewing your account for verification checks or due to system issues, withdrawals may experience slight delays, with the longest processing time taking up to 3 days.

If you have further questions or need any assistance, please don’t hesitate to contact us. 

Best regards,

Yakuza.bet Team

So I've jujst got checked and been paid for the previous. However, my next withdraw is being held again.

Greetings all,

Thank you both for your replies and updates.

Great news, Holoik83!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. As the main issues have been successfully resolved, I will now mark your complaint as 'resolved' in our system.

As was mentioned, in case of a pending withdrawal, regardless of whether we are talking about standard payment methods or crypto, once a withdrawal request is made, we recommend players wait at least 14 days before submitting a complaint. Therefore, if your current pending withdrawal will not take longer than 14 days, it is not necessary to panic and submit a new complaint.

Just a comment to your and the casino's posts above - even if there is a crypto withdrawal, which should be 'instant', there are still processes that may extend this time. Online casinos also have to protect themselves, and it is understandable that they (at least randomly, from time to time) have to check players' game history or transaction history due to potential abuses or as the casino mentioned - additional verification checks, technical issues, unforeseen circumstances, too many requests... In this case, I dare to claim you could be only happy and glad that this is not a casino which would use any 'delaying tactic' for withdrawals, and if there is a delay, there is also a justified reason behind it. There are casinos which cancel withdrawals and credit funds back to casino accounts for different made-up reasons so it is more likely players may continue playing and lose their winnings, or even casinos which wait months until players lose their patience, cancel their withdrawals themselves and rather play them away. This is not the case here.

Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time.

Thank you very much, Yakuza.bet Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru