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Yeti Casino - declined bets

Ruling

Found from the Casino - The player has entered a game in the Live Casino lobby that Yeti Casino do not offer. All bets were rejected and as such there is no grounds for a refund.

Read our Yeti Casino Review.

Player's Complaint

The issue that I have experienced was: I trusted the casino and deposited $1,000 onto the casino yeticasino.com. I was betting on baccarat multi play, on "pragmatic" when all my winning bets would get declined, this is over 10-20 bets easily that were declined, however any losing bets would be accepted in between. This resulted in me trying to contact the support through a table because in multi play baccarat you are unable to contact the support in game. When contacting support they took over 20-30 minutes to reply in that time being I had lost $1,000 due to anger and issues given by the team. They replied saying that they would look into it and give me a credit into my account within 24 hours. However I feel like they are going to scam me, I ended up losing $1,000 due to there glitches and issues. As a new player trying out a brand new casino this should not happen. This leads to angry bets and bs gameplay. 20 winning bets declining should not be okay, especially when in between bets were being accepted that were all losing. On top of that taking 30 minutes to reply to someone needing support and not giving proper replies in game should not be an issue either.

It occurred on: 31/01/2022

This meant that Ended up being angry and betting out of anger and losing $1,000.

A full refund of $1,000 to my account then as a withdrawal. I am not willing to give this casino another try.

I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply to this email address.

They replied declining my claim, and told me to take it up with you guys. They failed to inform players that there "multi bet tables" only have a couple tables that you can play. AS a casino that should be a requirement to inform players about this.

Yours faithfully,

Read the casino review

5 Responses

User icon
thepogg
February 15, 2022

Hi jas752 - 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.

There are a number of issues that we need to cover before going further.

Firstly - as you have correctly identified, the game you have been playing is operated by Pragmatic Play. This means that while the game may be made available at Yeti Casino (and hundreds of other sites), Yeti Casino does not have any control over the function of this game.

Secondly, with regard to the game interruptions you experienced - you are suggesting that the operator, and hence the software provider, knew in advance what the outcome of individual rounds was going to be so that they could reject only the rounds that you would have won on. Not only would this be flatly criminal, but it would also be both the operator and the software provider putting their license, and ultimately business, at risk for the sake of $1000 CAD. The risk vs reward balance on this makes your assumption extremely unlikely. Far more likely is that the rounds that have been rejected have been rejected due to communication issues between your device and the operator, or the operator and the software provider with no correlation with the subsequent outcome of the rounds.

We will enquire about what went on here, but the likelihood of any successful claim being made on this basis is very low.

Moving on to Customer Service - no operator's customer support would be considered an emergency service. Having to wait 30mins to get a response is not in any way unreasonable or ground for a refund.

Finally, this is your second complaint to this service in the last month and both have highlighted that anger while gambling is impacting the decisions you are making. That is very concerning and I would strongly encourage you to consider whether gambling is having a negative impact on your life.

You may find our free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 13k gambling operator websites for between 24 hours and 5 years.

Thanks,

ThePOGG

User icon
jas752
February 15, 2022

The issue with bet blocker is it won’t do it 24.7 you can delete it off your phone… and they replied to me saying that the issue was due to there websites tables not being allowed to play on because they rent them. They should not have multi bet baccarat if you can’t bet on some of the tables and u can on some. That’s unfair, if that’s the case they should inform players about what to expect on there gaming platform.

User icon
thepogg
February 16, 2022

Hi jas752,

What type of phone are you using? Have you tried contacting BetBlocker support? I've checked with the BetBlocker systems and there have been no support requests raised from the email address associated with this account. Being one of the Trustees for BetBlocker, I would be very surprised if you found it easy to remove.

The operator are correct in this case. You went into the lobby for the Live Casino which Pragmatic Play offers. Yeti Casino do not subscribe to some of the games, which you cannot click through to from their website, you will only find by first going into one of the Live Games they do offer, then exiting to the Live Game Lobby and looking through Pragmatic Play's whole catelogue, and as Yeti Casino cannot offer the game you selected ALL bets were rejected. This was not a case of the game rejecting winning bets.

This is not grounds for a refund. I appreciate that you might have liked to access this game, and if you are particularly unhappy about that you can choose another casino to play with, but that does not make the operator responsible for your decision to gamble with your funds on other games unless there is some direct reason that the operator should have know that you have a gambling problem. And it certainly does not make this an issue where the game has been selectively rejecting bets based on their outcome.

Thanks,

ThePOGG

User icon
jas752
March 2, 2022

The issue with all of this is they never once told me or informed me that these tables didn’t work even when I contacted them. I played on there website playing multi bet baccarat.. how is it my fault? And I use iPhone

User icon
thepogg
March 2, 2022

Hi jas752,

The operator do not advertise or link to these tables. Your access to them have been via a secondary system.

But the reality here is that this dispute is not about your access, or lack thereof, to these games. It's about your subsequent decision to gamble funds - that you are now saying you would not have otherwise gambled - because you could not access these games. That is not something that the operator can be held responsible for unless you have asked the operator to restrict your gambling in some meaningful manner prior to this that would have prevented this.

ThePOGG

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Agreement

jas752 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

February 15, 2022

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