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

[sarah@yako]

Hi again

I know they have reported this issue and it was yet to be resolved by EveryMatrix but I will personally ensure it gets resolved tomorrow.

If you can pm me your username I will ensure you are notified as soon as the issue is resolved

Thanks for your time and patience
Sarah

 

[chiya]

I guess this thread can be marked as '' Solved '' or something. Can't edit the OP though so it will remain as such until a moderator does something.

Thank you sarah@yako for resolving the issue quickly. Now that the bonus issue is fixed I must say the bonus is very good. Shame that not everyone here will be able to take part in it thanks to the restricted countries.

 

[chiya]

Original issue may be resolved but people might want to steer clear for a bit still. Ran into another issue .. Lovely. My balance is over 1K now but it claims over 900€ is bonus money. I never touched the bonus money to begin with so how did I ever start on the wagering?

Live chat of course, was no use again. Waiting for some managers reply (according to live chat) and if I get nothing I'll contact the rep here .. again. *sigh*

 

[nuera007]

Well I had 900€ on my account and I forfeited bonus as Sarah here said that if you win with own money that is withdrawable. So I forfeited that bonus and lost all of my funds execept my deposit of 50€. Just wondering that where is my 750€?

 

[sarah@yako]

I stand to be corrected given that EveryMatrix bonus tool does not work that way. Your bonus money is wagered first and then your real money is wagered. Should you have any winnings with your bonus money they are tied in until you have turned over the orginal bonus granted 35 times. Should you wish to withdraw your real money before you have reached wagering requirements any bonus money and winning made from bonus money will be forfeited.

We understand that though many of you would not abuse the bonus unfortunately some people do that and as a result this is the way every matrix have set up their bonus tool to work. It is the same way across all EveryMatrix operators and most casino operators in the industry as a result of bonus abuse in the past.

I once again apologise for any misunderstanding and please do contact one of our agents for further clarification should you require it

Thanks again and apologies

With best regards
Sarah

 

[chiya]

Regardless of what the case is with the bonus terms, the facts don't change. You stated and confirmed on multiple occasions that bonus may be canceled. I acted in the light of those statements, and so did others.

When I deposited at the casino originally before posting here already then the terms seemed clear; you play with real money first, and bonus is lost if it's forfeited. It never said anywhere in the T&C that deposit is tied to bonus funds instantly. That was not the case though, which is why I posted here. And then you CONFIRMED bonus is forfeitable.

If I had known bonus was not forfeitable I would have, in fact, canceled my bonus BEFORE starting to play. I'd still be in the same situation, I'd have over 800€ real balance .. but I wouldn't have to deal with this bullshit.

Despite multiple promises of their CM getting back at me - I never got any emails or calls. They claim they've called me. This is a lie, my phone has received zero calls except the one I got just now, which indeed was from Yako, except that after stating they're from Yako they just closed the call.

If you're unwilling to work it out with me because of your own mistake the next step is an obvious one here..

 

[nuera007]

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

I stand to be corrected given that EveryMatrix bonus tool does not work that way. Your bonus money is wagered first and then your real money is wagered. Should you have any winnings with your bonus money they are tied in until you have turned over the orginal bonus granted 35 times. Should you wish to withdraw your real money before you have reached wagering requirements any bonus money and winning made from bonus money will be forfeited.

We understand that though many of you would not abuse the bonus unfortunately some people do that and as a result this is the way every matrix have set up their bonus tool to work. It is the same way across all EveryMatrix operators and most casino operators in the industry as a result of bonus abuse in the past.

I once again apologise for any misunderstanding and please do contact one of our agents for further clarification should you require it

Thanks again and apologies

With best regards
Sarah

Same here I deposited 50€ and got 150€ of bonus. I won 702€ from piggy riches when my saldo was 168,2€ so I never went below 150€ and made that win with my own money. I believed what you wrote earlier and thought that i can forfeit that bonus.

 

[sarah@yako]

My sincere apologies however this was a misunderstanding.

Our support team have tried to contact you on 4 different occasions however they are unable to connect. I understand that they have also sent you an email to try and rectify the situation

Again we are doing our utmost to contact you via phone and email to see how we can beat solve this.

I have also pmed you my private email and the email of our casino manager.

Yesterday I was under the impression that you first wager your real money this was confirmed by every matrix and then retracted there is absolutely nothing we can do about the way their bonus engine works.

We will continue to try to contact you via phone and email as we have been doing however there is not much more my team and myself can do.

I have explained this both on private messages and here to the two people who have contacted me to ask me and they both seemingly understood. I hope you will too

I look forward to hearing from you

With warmest regards
Sarah

 

[chiya]

The ONLY email I ever got from you is from '' Jani '' couple hours ago which said something about a live chat transcript, asked when's a good time to contact me and what's my number. I again sent you all the details. I never got a reply to that.

I never got any other emails from you. I never got any calls. I'm literally sitting next to my phone. And like I said, I did get ONE call which I replied to and in that very call the caller stated they're from Yakocasino - and afterwards ended the call.

I never got any CM email from you either. I got your personal address and that's it, but what good is your personal email if you can't mysteriously send me anything.

 

[Casinofreak777]

"As you know we have just started this casino and have teething problems like any other casino"

No not all casinos have such problems, this casino should not be up until everything is fixed

 

[maxd]

At this point I'd say that the best recourse for you here at Casinomeister is to file a PAB. Please begin with the Pitch-A-Bitch FAQ and follow the instructions therein. Ask me if you have any questions.

Regards,
Max Drayman, Complaints (Pitch-A-Bitch) Manager, Casinomeister.com

The ONLY email I ever got from you is from '' Jani '' couple hours ago which said something about a live chat transcript, asked when's a good time to contact me and what's my number. I again sent you all the details. I never got a reply to that.

I never got any other emails from you. I never got any calls. I'm literally sitting next to my phone. And like I said, I did get ONE call which I replied to and in that very call the caller stated they're from Yakocasino - and afterwards ended the call.

I never got any CM email from you either. I got your personal address and that's it, but what good is your personal email if you can't mysteriously send me anything.

 

[chiya]

At this point I'd say that the best recourse for you here at Casinomeister is to file a PAB. Please begin with the Pitch-A-Bitch FAQ and follow the instructions therein. Ask me if you have any questions.

Regards,
Max Drayman, Complaints (Pitch-A-Bitch) Manager, Casinomeister.com

You are absolutely right. I did get in touch with them though after what I wrote, but they were no help. I filed a PAB in fact a few hours ago so you or whoever goes through them should hopefully get to it soon. I hope I have not jeopardized my chances of my PAB going through since I have written some about the problem already on this thread.

So I'll be silent on the matter from now until the PAB is hopefully resolved.

 

[maxd]

... I hope I have not jeopardized my chances of my PAB going through since I have written some about the problem already on this thread.

NP. I've checked with the casino people and they are happy to discuss your case so I think we're good to go.

 

[quber]

I stand to be corrected given that EveryMatrix bonus tool does not work that way. Your bonus money is wagered first and then your real money is wagered. Should you have any winnings with your bonus money they are tied in until you have turned over the orginal bonus granted 35 times. Should you wish to withdraw your real money before you have reached wagering requirements any bonus money and winning made from bonus money will be forfeited.

We understand that though many of you would not abuse the bonus unfortunately some people do that and as a result this is the way every matrix have set up their bonus tool to work. It is the same way across all EveryMatrix operators and most casino operators in the industry as a result of bonus abuse in the past.

I once again apologise for any misunderstanding and please do contact one of our agents for further clarification should you require it

Thanks again and apologies

With best regards
Sarah

Hi Sarah,

I would just like to point out that you are open to more abuse if you are doing it this way.

If i deposit €50 and get a bonus of €150 and then have to play that 150 first I will either do very well, and complete wagering, and be able to withdraw all my funds or I will not do very well, and not complete wagering, and just withdraw my original deposit once my bonus funds are at zero. So basically you are giving me €150 of risk free play, I never need to touch my deposit so will either always win or break even, I will never lose a cent.

I would have a serious talk with EM if that is how they are doing it.

 

[maxd]

@ distrance : your account is currently "suspended 14 days - Violations of our zero tolerance policies of posting complaints" which suspends any PAB work I do for you. If you want this PAB on this issue (Yako) to proceed you'll have to contact me once you return and explicitly request that.

 

[Ana_Yako]

Hi quber,

Once you make a deposit, your deposit and bonus are locked in a "bonus balance". The bonus balance + any winnings generated with it will remain locked until the wagering requirements have been met or your bonus balance is lost. All bets placed when you have an active bonus will be deducted from your bonus balance. Your deposited money is deducted first and then your bonus money.

So you will not be able to withdraw your original deposit until the wagering is met. This information is explained in the bonus T&C on the site. However, as Sarah said, should you require any further clarification, feel free to contact our customer support.

Regards,

//Ana

 

[quber]

Hi quber,

Once you make a deposit, your deposit and bonus are locked in a "bonus balance". The bonus balance + any winnings generated with it will remain locked until the wagering requirements have been met or your bonus balance is lost. All bets placed when you have an active bonus will be deducted from your bonus balance. Your deposited money is deducted first and then your bonus money.

So you will not be able to withdraw your original deposit until the wagering is met. This information is explained in the bonus T&C on the site. However, as Sarah said, should you require any further clarification, feel free to contact our customer support.

Regards,

//Ana

Thanks for that Ana, your explanation is spot on and explains it very clearly, previous explanations seemed to be different in every post.

Previously we were told our deposit could be withdrawn if we forfeited any bonus funds, and bonus funds were played first, if that was the case then you were open to abuse; as you now state that was wrong info.

I think you can understand the confusion when people kept being told conflicting info.

 

[Ana_Yako]

Hi again,

I totally understand and this is the reason why I wanted to make things clear!

Apologies if any misleading instructions have been given in the past. Hope all is clear now

Regards,

//Ana