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Yeti – Casino Bonus vanished after winning

Ruling

Found for the Casino - Yeti Casino have provided account records demonstrating that this player cancelled their bonus. As such there's nothing we can do to help them.

Read our Yeti Casino Bonus.

Player's Complaint

HI. I started playing with £75 bonus money today 16th October 2018 which was given as a refund bonus. Firstly there were a few problems with this site. I was unable to play Danger High Voltage on a lap top last week when I had won a bonus it wouldn't select which bonus, so I had to log onto my phone to do this. Then this morning I tried to play on Genie Jackpots through my PC. Although you could increase the stake you couldn't lower it. SO I then tried Donuts game. Well I won a little bit then won £720 so now my balance as at 01:24 am Today was £847.57.

I then went to look how much wagering I had completed to see 10% however every time I tried to hover over the terms and conditions tab the tab kept moving to the right on the screen so I just kept trying to click around this. You can clearly see this if you try!. Then I noticed all my money has vanished.

I emailed them to me told the promotions department has cancelled my bonus as I needed to wager within 24 hours! I told them again what had happened and pointed out its 30 days wagering as per their website. They then issued me £75 saying I had forfeited the bonus and it would show me a pop up. Again I didn't and NO POPUP showed. I would not have forfeited a bonus once I had just won!. What sense does that make. I have emailed again asking for this to be resolved and no response. I am so unhappy I am VIP at a few casinos. And only joined this casino as I am already a member of their sister casino. Seems odd that it vanished as soon as I won. Then they lie and tell me I have to use it within 24 hours!. Then they add £75 back and now say I had 30 days! I want this bonus money back to continue my play. Please can you get involved for me. And advise me who I complaint to

Read the casino review

6 Responses

ThePOGG
Oct 17, 2018

Hi Dhill01834 - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

Dhill01834
Oct 17, 2018

Hi. They emailed me back to say the bonus funds needed to be wagered within 24 hours. That's why they vanished. Then I told them is stated 30 days on their website. Then then stated they had given me back my 75 bonus again as a gesture.!.

I then complained and the CEO emailed me to state they have a protection set up if you accidently hit the cancel bonus button a pop up appears. I then tried it again and videod it showing that when you hover over the terms and conditions button nothing shows apart from a blank screen. And it's then easy to hit the cancel bonus button in error. Guess what. No POPUP and the bonus money vanished again. The video is on YouTube for you to see. He then said as a gesture of good will they would give me 50 bonus..I told him I was.my original bonus money 847 pounds and only 75 of this was wagering that was at 10%.
He told me he wouldn't do this!. I then lost the bonus money again. Shall I send copies of all emails?.

Dhill01834
Oct 17, 2018

youtu.be/GM7VHp4P39s

Dhill01834
Oct 17, 2018

youtu.be/6maOSHZoM4E

Dhill01834
Oct 17, 2018

Links to videos showing problem above

ThePOGG
Oct 22, 2018

Hi Dhill01834,

I've spoken to the operator about this issue.

The initial issue - that being support informing you that the bonus was voided due to a 24 hour validity, was human error. There was no 24 hour requirement associated with this bonus.

However, Yeti casino have provided system logs showing that you cancelled the bonus, forfeiting the winnings, before you completed the wagering requirements. They've also informed us that they've discussed this issue with you, returned your deposit and provided you a £50 good will gesture for spotting a technical error that was apparently shown in the second of the two videos you posted links to above (the videos have since been removed and as such I cannot comment on them). You've played with these funds and lost them.

There's really nothing we can do to help you here. The system logs are clear that this was a bonus cancellation initiated by the user and you've already accepted and played the funds offered for spotting the game bug.

Thanks,

ThePOGG

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