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Yeti Casino - Casino Support staff lied for a few days

Ruling

Found for the Casino - Yeti Casino has provided sufficient evidence to demonstrate that this player has opened multiple accounts.

Read our Yeti Casino Review.

Player's Complaint

My complaint is. . .

I registered on the casino with a sign up bonus, met all the water requirements and then out in a withdraw for my winnings of R1000

Less than 24 hours after my request I received an email saying that my withdraw was successful and then funds are on the way, I then replied to that email and asked if there was any type of proof of payment, the casino then responded " We are happy to confirm that a withdrawal of 1000.80 Zar has been completed today.

Please allow1-5 WORKING days to reach your bank, depending on how fast your bankers are."

So after 3 days I emailed them for an update which they still confirmed that the withdraw was done and the money should be in my bank account soon.

2 days later I emailed again and they confirmed again that the withdraw was done and my winnings are coming.

Then the next day I received an email saying that they cancelled my withdraw because I had a duplicate account. Now completely understand that I was in the wrong there but what I don't understand is . . . They confirmed on multiple emails that the payment was done. I sat waiting for 6 days for the money only to be told that it wasn't coming.

Like I said I understand I was in the wrong, they have a team that reviews the request before submitting it, if they had told me then that I was wrong and they weren't going to pay me then I would fully understand, but they didn't, I have screenshots of 4 different emails saying that my money is on the way. Only to get let down 6 days later

Read the casino review

6 Responses

User icon
thepogg
October 8, 2022

Hi masyou94 - welcome to ThePOGG.com!

Please read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.

As we are the ADR for the L&L Europe license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

While we understand that you may not be happy with the customer service you have received from Yeti Casino, this would not take precedence over a term violation of this nature. Can you confirm, you have opened more than one account with the operator?

Thanks,

ThePOGG

User icon
masyou94
October 8, 2022

No I can't confirm that, their excuse is that I have multiple accounts, i opened an account which had no hassles, I then played through the required wager, they sent me an email asking to verify my account, I then sent the documents, and the next day they emailed me confirming that my withdraw was successful.

They confirmed my withdraw in 4 sperate emails, and only after 6 days of waiting, they sent me an email saying that I won't receive the withdrawal and they blocked my account

User icon
thepogg
October 9, 2022

Hi masyou94,

You stated in your submission:

"Then the next day I received an email saying that they cancelled my withdraw because I had a duplicate account. Now completely understand that I was in the wrong"

If you have not opened more than one account, how exactly do you view yourself to have been "in the wrong"?

Thanks,

ThePOGG

User icon
masyou94
October 13, 2022

I apologize, I mis-spoke. I meant to say if I have duplicate accounts then I'd understand if I was wrong

User icon
thepogg
October 16, 2022

Hi masyou94,

Thank you for the clarification. We will reach out to the operator to discuss this matter, but I need to be clear that if you have opened more than one account there will be nothing we can do to assist you.

Thanks,

ThePOGG

User icon
thepogg
November 2, 2022

Yeti casino has provided sufficient evidence to demonstrate that this player has opened multiple accounts in breach of terms and conditions. As such we will take no further part in the representation of this player's claim.

No further posts will be approved on this thread.

ThePOGG

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Agreement

masyou94 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Yeti
  • United Kingdom Gambling Commission
  • Malta Gaming Authority
  • L&L Europe Ltd

October 7, 2022

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