Casino Complaint Unfair and nonsensical bonus terms at Yakocasino.com!

[chiya]

Edit: Not sure if relevant but since the rules above state so .. I did not contact a casino rep because i could not find one from within the list. After all, it is a very new casino.

I'd post you the live chat log but it's in finnish so it wouldn't really do any good. Here goes though ..

So basically, Yakocasino offers some nice welcome bonuses. I picked 300% up to 150€ and made a deposit of 50€. This gave me a balance of 200€. Before depositing, I read the T&C carefully. The T&C led me to believe, that the bonus is forfeitable. For some bizarre reason live chat was mysteriously unavailable prior to deposit though, so I couldn't confirm.

Here's the breakdown now:

'' You will first play with your own money, and after that with your bonus money. Your OWN MONEY does NOT count towards wagering requirements. '' This line here alone led me to believe, that forfeiting has to be possible, otherwise it makes no sense.

Well after depositing and seeing all of my money is suddenly bonus money, and I can't even withdraw my own money, I was alerted, so I contacted the live chat.

We argued for good 20 minutes, and the live chat representative would not give in. Basically, their bonus structure is built in a way where the deposit YOU make has to be lost. You HAVE to lose it. You can NOT wager any of the wagering requirements until your own money has been spent, and you can not withdraw any money until bonus has been wagered. You can forfeit the bonus but you will give up your bonus AND all winnings accumulated, even if you gained that money with your own deposit without touching the bonus money.

So in my case, if within the first 50€ say I hit a jackpot, and won 5000€, what would I be able to do? I asked this from the live chat rep. and they told me I would have to play it down to 150€ to be able to start the wagering requirements and then fulfill them. This basically proves that the first 50€ + any winnings gained from that are playmoney and nothing more.

Afterwards the live rep. closed the chat on me. I'm baffled. How is this a 300% bonus if you have to lose your own deposit to do anything, to even have a chance of winning? Because right now, for the first 50€, the win chance is 0%. Even if I win, I HAVE TO lose it in order to actually wager. Right now this 300% is in fact, a 200%, because i have to play my money to 150€ to start the wagering requirements.

Let me ask you .. how is this fair? And what to do now? I could forfeit, withdraw my money back and forget the casino even existed. But I wanted to play ... 200% is better than nothing, but do I really wanna trust a casino like this. Would you?

 

[Deanna]

I'd post you the live chat log but it's in finnish so it wouldn't really do any good. Here goes though ..

So basically, Yakocasino offers some nice welcome bonuses. I picked 300% up to 150€ and made a deposit of 50€. This gave me a balance of 200€. Before depositing, I read the T&C carefully. The T&C led me to believe, that the bonus is forfeitable. For some bizarre reason live chat was mysteriously unavailable prior to deposit though, so I couldn't confirm.

Here's the breakdown now:

'' You will first play with your own money, and after that with your bonus money. Your OWN MONEY does NOT count towards wagering requirements. '' This line here alone led me to believe, that forfeiting has to be possible, otherwise it makes no sense.

Well after depositing and seeing all of my money is suddenly bonus money, and I can't even withdraw my own money, I was alerted, so I contacted the live chat.

We argued for good 20 minutes, and the live chat representative would not give in. Basically, their bonus structure is built in a way where the deposit YOU make has to be lost. You HAVE to lose it. You can NOT wager any of the wagering requirements until your own money has been spent, and you can not withdraw any money until bonus has been wagered. You can forfeit the bonus but you will give up your bonus AND all winnings accumulated, even if you gained that money with your own deposit without touching the bonus money.

So in my case, if within the first 50€ say I hit a jackpot, and won 5000€, what would I be able to do? I asked this from the live chat rep. and they told me I would have to play it down to 150€ to be able to start the wagering requirements and then fulfill them. This basically proves that the first 50€ + any winnings gained from that are playmoney and nothing more.

Afterwards the live rep. closed the chat on me. I'm baffled. How is this a 300% bonus if you have to lose your own deposit to do anything, to even have a chance of winning? Because right now, for the first 50€, the win chance is 0%. Even if I win, I HAVE TO lose it in order to actually wager. Right now this 300% is in fact, a 200%, because i have to play my money to 150€ to start the wagering requirements.

Let me ask you .. how is this fair? And what to do now? I could forfeit, withdraw my money back and forget the casino even existed. But I wanted to play ... 200% is better than nothing, but do I really wanna trust a casino like this. Would you?

Run.

 

[Alfran]

Nothing surprises me nowadays.
I guess i would either close the acct and ask for deposit refund.... or play and hope to lose the 50, but avoid any jackpot games
whatever happens, i would avoid future deposits if I am dissatisfied.

 

[dunover]

Edit: Not sure if relevant but since the rules above state so .. I did not contact a casino rep because i could not find one from within the list. After all, it is a very new casino.

I'd post you the live chat log but it's in finnish so it wouldn't really do any good. Here goes though ..

So basically, Yakocasino offers some nice welcome bonuses. I picked 300% up to 150€ and made a deposit of 50€. This gave me a balance of 200€. Before depositing, I read the T&C carefully. The T&C led me to believe, that the bonus is forfeitable. For some bizarre reason live chat was mysteriously unavailable prior to deposit though, so I couldn't confirm.

Here's the breakdown now:

'' You will first play with your own money, and after that with your bonus money. Your OWN MONEY does NOT count towards wagering requirements. '' This line here alone led me to believe, that forfeiting has to be possible, otherwise it makes no sense.

Well after depositing and seeing all of my money is suddenly bonus money, and I can't even withdraw my own money, I was alerted, so I contacted the live chat.

We argued for good 20 minutes, and the live chat representative would not give in. Basically, their bonus structure is built in a way where the deposit YOU make has to be lost. You HAVE to lose it. You can NOT wager any of the wagering requirements until your own money has been spent, and you can not withdraw any money until bonus has been wagered. You can forfeit the bonus but you will give up your bonus AND all winnings accumulated, even if you gained that money with your own deposit without touching the bonus money.

So in my case, if within the first 50€ say I hit a jackpot, and won 5000€, what would I be able to do? I asked this from the live chat rep. and they told me I would have to play it down to 150€ to be able to start the wagering requirements and then fulfill them. This basically proves that the first 50€ + any winnings gained from that are playmoney and nothing more.

Afterwards the live rep. closed the chat on me. I'm baffled. How is this a 300% bonus if you have to lose your own deposit to do anything, to even have a chance of winning? Because right now, for the first 50€, the win chance is 0%. Even if I win, I HAVE TO lose it in order to actually wager. Right now this 300% is in fact, a 200%, because i have to play my money to 150€ to start the wagering requirements.

Let me ask you .. how is this fair? And what to do now? I could forfeit, withdraw my money back and forget the casino even existed. But I wanted to play ... 200% is better than nothing, but do I really wanna trust a casino like this. Would you?

ROGUE as f*ck mate.

It's predatory and unethical and 'heads the casino wins, tails you lose'.

Get away and thanks for the warning.

 

[RichyJ75]

I had a similar thing with BetUK. Took a bonus with a deposit, lost all but 6p of it and couldn't find a slot to take a 6p wager. Deposited a further £50 with no bonus and managed to win a fair bit and tried to withdraw. It declined the withdrawal as I still had an active bonus (which I believed was 6p as that was the balance when I deposited a further £50) so went into the bonus section and forfeited the bonus. When I came out, it said my balance was zero. Checked it with online chat and they said that as I had forfeited the 6p bonus funds left and had not fulfilled the entire wagering requirements, they were within their rights in claiming my additional £50 deposit and £100 winnings and any further deposits until the wagering requirement was met.

In summary, forfeiting a 6p bonus amount cost me £150 in deposit and winnings AFTER the initial deposit and bonus funds were applied and lost, save for 6p. They also said they are unable to reverse my forfeiture to get my £50 further deposit and £100 winnings back to try and fulfill wagering requirements

Absolutely sickening when casino's bend the rules to make them win all the time. Fair play needed on all sides please!

 

[homerbert]

Stop, srsly?
They make bonuses WR start to count only when you start play with bonus money? Real money taken first? No cancel is possible? Hahaha, what a donks, if this is really true and not just stupid misleading terms and not very professional CS - this is probably worst bonus system i ever saw.

But it is awesome one! Hey guy, deposit me 100$, i give you 100$ as bonus, take your 100$ right now(which this bonus system do), and just give you same your 100$, but with 35x wagering requirements. Awesome!

 

[homerbert]

Rep is here, and replying. I hope she will just clarify their terms.

 

[Tirilej]

Half of their Swedish seems to have been translated using google-translate so it was a little difficult to read, but that is what their rules are saying. Only bonus money count for wagering, which of course is a trap since you can't cash out if you win with your deposit.

It's new since June so there's time for improvement I guess.

A huge warning though.
It's another Every Matrix casino with Self exclusion rules that are just as bad as all of their other casinos. Sad but true.

 

[chiya]

But that's not the issue. Bonus money counting for a wagering wouldn't be an issue if it would let you withdraw when you play with your own deposit, the portion of your balance that does not include the bonus. That is not the case here. This right here is a scam and nothing more. You deposit and if you take a bonus, your deposit is practically null, as it is impossible to win with it. You may win, but you may not withdraw, and you cannot wager because you're not playing with bonus money.

Still waiting for that reply from Yako's rep. Until then I hope everyone steers clear from this casino.

Update:

The T&C have been updated today. Frankly I can't really remember what the T&C said specifically other than what I quoted in first post (which is still true) but the new wording in some clauses leads me to believe the bonus is forfeitable now. Additionally, where before on '' My Account '' it claimed my funds were 200€ bonus money, it is now 50€ real money and 150€ bonus money.

However, I would STILL love to hear from Yako's rep on this thread. Now it *seems* truly like bonus is forfeitable and you don't lose winnings made with my own deposit, but without knowing for sure I won't take the risk.

 

[sarah@yako]

Hi All,

Though not the official Yako Rep I am one of the directors and would like to apologize on behalf of the rest of the team for what has happened.

I know we have been experiencing some bonus set up issues given that every matrix released their new bonus engine on Friday and we had to re do all our bonus after we had gone through rigorous testing. Our account manager set them up however she has not set them up correctly and the bonuses aren't behaving as per our specs.

We are working on getting this issue resolved and ensuring that bonus money and real money will be treated as two different funds. Understandably your bonus funds and winnings from bonus funds will be tied in with wagering requirements whilst your real money and any associated winnings will remain yours. We are working on getting this set up to work correctly and my sincere apologies for any inconveniences this Mishap has caused you. Support have tried to get in touch with the original player who posted this to refund his funds I am trusting they have gotten through to you by now and the issue is resolved.

We will continue to work on sorting the issue out and getting all bonuses working as they should be by tomorrow morning

Rest assured these are teething problems which we are fully committed to resolving as soon as possible

Thanks for your feedback and I will ensure the rep gets back to you with an update first thing

Thanks and regards
Sarah Psaila

 

[chiya]

So just for clarification, using the 5K example I gave your live chat representative earlier:

I deposited 50€. Got 150€ bonus. My balance is now 200€. I play a spin worth of 3€ and win 5000€. My balance is now 5197€. Will I be able to forfeit the bonus and withdraw 5047€ because I never touched the 150€ bonus portion of the balance?

Because the bonus page in my account still claims '' Confiscate funds on forfeiture '' which still would imply I'd lose everything.

Also I'd like to point out that while my funds indeed are now displayed correctly, I've still yet to receive a single word from the casino. No emails. No SMS. No calls. Nothing.

 

[sarah@yako]

Hi again

Yes the way we instructed the bonus to be set up is as follows:

Players deposit and first use their real money - any winnings related to real money are yours however if you do decide to withdraw them before wagering through the bonus money you loose the bonus (the winnings you made from real money remain yours).

This was how it was initially set up however the new bonus engine of every matrix had other idea and I apologise profusely for this.

Support have informed me that they have tried to call you however this is no excuse an email should have definitely been in your inbox so my apologies for this

I will ensure the matter is dealt with and you are contacted accordingly

Again thank you for your patience and I hope to be able to welcome back at Yako in the not to distant future

Thanks again
Sarah

 

[ugaboga]

That sounds much better. Do you plan on adding Microgaming? Which currencies are supported? Very nice bonus offer in that case

 

[sarah@yako]

I look forward to keep you all smiling whilst remaining with a smile myself

Yes we will be launching microgaming games within the next month it's my last mile stone before I give birth and take A whole TWO weeks maternity leave

 

[Harry_BKK]

No bonuses for most of the world!!!

One thing i never understand. Why are people from some countries treated differently to the rest of the world???? Why discriminate players from other countries than those stated in your T&C's??? You want to be a global casino, then please act global and treat everybody the same

10. Promotional bonuses, Competitions and Free spin offers are only available to users from Finland, Norway, Sweden, Netherlands, Australia and Canada.

And this is another clause which will make sure you are not added to my casino list:

14. The following Slots will not contribute for wagering requirements : The Wish Master, Tower Quest, Champion of the track, 300 Shields and Dead or Alive.

 

[sarah@yako]

Hi again

Sorry you feel this way about our casino however though we would love to be able to be a global casino offering lanaguge support, the site, the currencies and the bonuses for the whole world on launch this was impossible for us. With legislation being what it is we had to be extremely careful what markets we target therefore we are currently only offering bonuses in countries we and our affiliates are familiar with and feel safe operating in.

We are in the process of reconsidering some new markets however as I always tell me team Rome wasn't built in a day so before we open our door to more markets I wish to ensure all issues such as the one high lighted by the person who started this thread brought up.

Your feed back is very much appreciated though !

Thanks again
Sarah

 

[Nicola]

Kudos to one of the directors replying here, a sign that they try to resolve issues

 

[lotusch]

I look forward to keep you all smiling whilst remaining with a smile myself

Yes we will be launching microgaming games within the next month it's my last mile stone before I give birth and take A whole TWO weeks maternity leave

Aw gratz,hope everything will go as planned and enjoy your 2!! whole weeks of maternity leave...
Try to get PATERNITY leave as a father in Ireland When my daughters were born I got 3!!! whole DAYS..

And indeed fair play for responding in this thread and trying to resolve the issue.

 

[Tirilej]

Aw gratz,hope everything will go as planned and enjoy your 2!! whole weeks of maternity leave...
Try to get PATERNITY leave as a father in Ireland When my daughters were born I got 3!!! whole DAYS..

And indeed fair play for responding in this thread and trying to resolve the issue.

That stinks! In Sweden we have a whole year - PAID!

 

[Harry_BKK]

Hi again

Sorry you feel this way about our casino however though we would love to be able to be a global casino offering lanaguge support, the site, the currencies and the bonuses for the whole world on launch this was impossible for us. With legislation being what it is we had to be extremely careful what markets we target therefore we are currently only offering bonuses in countries we and our affiliates are familiar with and feel safe operating in.

We are in the process of reconsidering some new markets however as I always tell me team Rome wasn't built in a day so before we open our door to more markets I wish to ensure all issues such as the one high lighted by the person who started this thread brought up.

Your feed back is very much appreciated though !

Thanks again
Sarah

Does this mean you currently only accept players from those 6 countries?

If yes, then all is OK.

If not, then it is unfair to players from other countries as they will never receive a single bonus penny from you. Hence, the player without bonuses are costing you much less than one who is receiving bonuses.

 

[sarah@yako]

Thank you all we will continue to do our best.

Please feel free to post any feedback here, pm, email me or get in touch with one of our support agents.

We are committed to working on constantly improving the site and we actually have a campaign where we offers 10 free spins for constructive feedback which was created because I for one know that we can only learn and improve by listening to all your feedback and doing our utmost to keep up with your expectations

Thanks again and I look forward to getting inundated with suggestions and delivering on them

Me, Yako and the Yako bump

 

[sarah@yako]

Hi again

We currently target those 6 countries.

Our terms and conditions explain that bonuses are currently only available in those countries.

I do however understand your frustrations and will look into addressing this issue with our casino team and seeing what we can do about it.

In terms of the games we have excluded we have had to do this because of the way the bonus rounds for these particular games work making it possible for certain players who do not have the best of intentions to abuse the bonus we have set up - we have to place certain restrictions to safe guard ourselves as I am sure you can appreciate.

Thanks again for your feedback however and I will certainly relay it back to the casino team

Warmest regards
Sarah

 

[Casinofreak777]

just mess with this casino, i get this error message when i try to open a game
SYS_999 - casino.system.service.CasinoSOAPException: [800] Could not verify player currency
does not look like they 'll figure it out either

 

[sarah@yako]

Hi there

Have you reported the issue to our support team please ?

I understand that there were some currency issues which every matrix was working on resolving - however the support team will be able to update you further.

Please let me know if you have not received a response there

Thanks
Sarah

 

[Casinofreak777]

Hi there

Have you reported the issue to our support team please ?

I understand that there were some currency issues which every matrix was working on resolving - however the support team will be able to update you further.

Please let me know if you have not received a response there

Thanks
Sarah

Hey Sarah thanks for the quick reply , I have talked with support they should take a look at it. but have not heard anything since