1. By continuing to use the site, you agree to the use of cookies .This website or its third-party tools use cookies, which are necessary to its functioning and required to achieve the purposes illustrated in the cookie policy.Find out more.
    Dismiss Notice
  2. Dismiss Notice
  3. Follow Casinomeister on Twitter | Facebook | YouTube | Casinomeister.us US Residents Click here! |  Svenska Svenska | 
Dismiss Notice
REGISTER NOW!! Why? Because you can't do diddly squat without having been registered!

At the moment you have limited access to view most discussions: you can't make contact with thousands of fellow players, affiliates, casino reps, and all sorts of other riff-raff.

Registration is fast, simple and absolutely free so please, join Casinomeister here!

Bonus Complaint Yakocasino - unreasonable conduct regarding misclicks

Discussion in 'Casino Complaints - Bonus Issues' started by zicada, Oct 15, 2015.

    Oct 15, 2015
  1. zicada

    zicada Newbie member

    Occupation:
    Senior Software Developer
    Location:
    Norway
    I submitted a complaint on Askgamblers, and figured i should post here as well. No casino reps have been notified as I cannot find any in the overview roster. [edit] i have informed Yako Casino of this complaint by email to their support department.

    ................

    Yesterday, after having deposited 2000 NOK at the new Yakocasino.com casino, i recieved a 100% match bonus giving me a total of 4000 NOK

    That evening the casino went down for about an hour with just an error message on the page. I finally called them, and they were unaware of the issue and thanked me for informing them.

    Later that evening i was having quite a lot of luck, and found myself at close to 17 000 NOK with about half of the wagering done (35x in total).

    I was streaming on twitch at the time, and had several viewers from the now tightknit twitch casino community watching.

    I started up BDBA multi, and mistakenly after setting my bet clicked to incease the bestsize, thinking i was actually setting how many rounds to autoplay. I was fully aware of the casino's T&C's stating that the max bet is 50 NOK per spin. As a result of my mistake i played a spin at more than this, resulting in my accounty suddenly saying around 2000 NOK. I immediately stopped, appoligized to the viewers and attempted to contact support, which was impossible either by phone or through chat. I finally ended up emailing them what had happened.

    I recieved a reply from them this morning in which they said they realized i had made a mistake and as a result had simply added the same bonus to my account, which is now at a little over 4000 NOK total and with 0% done of the bonus wagering.

    I have video from twitch that shows exactly what happened (from around 03:00): You must register/login in order to see the link.

    I feel the casino ought to reinstate my original 16616.60 NOK with the bonus wagering where it was at the time i made the mistake. I do think it reflects badly on the casino if they refuse to be reasonable in this case.

    I will keep you posted on what happens unless somebody from Yako Casino finds this post and replies.
     
  2. Oct 15, 2015
  3. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
  4. Oct 15, 2015
  5. smokeeye

    smokeeye Experienced Member

    Occupation:
    Salesman
    Location:
    Norway
    Seems that she logged in just some minutes ago (Last Activity: Today 06:37 PM).

    Best of luck, OP. Don't have any experience with them, sorry.
     
    1 person likes this.
  6. Oct 15, 2015
  7. Ana_Yako

    Ana_Yako Official Rep for Yako Casino

    Occupation:
    Casino rep
    Location:
    NA
    Dear zicada,

    Thank you for your message!

    My name is Ana and I am the official rep.

    I am very sorry to hear about your experience with us and I have also replied to you on AskGamblers earlier.

    Yesterday we did have a technical issue with our site for about 45 minutes and I would like to apologise for any inconvenience this might have caused you. During that time our Live chat support was unavailable, however our telephone lines were open and you were able to contact our Support team.

    Looking into your case, it seems that the bonus forfeiture occurred a bit before midnight. At this point, I would also like to inform you that our telephone and chat lines are available between 8 am and 00:00, so if you tried to get in contact with our Support team after midnight, please note that this was only possible via email.

    As regards the bonus amount, we have reaccredited the original bonus to your account, although one of our bonus terms and conditions was breached and a bet over the maximum bet limit was placed. We do understand that you might have placed a higher bet by mistake and for this reason, we have decided to make an exception and compensate you by reinstating the initial bonus amount.

    I hope you will find the above explanation satisfactory.

    Feel free to get in contact with our customer service team, should you require any further assistance.

    Kind Regards,

    //Ana
     
  8. Oct 15, 2015
  9. Tirilej

    Tirilej Still a Lady CAG

    Occupation:
    Breathing
    Location:
    Sweden
    I guess that mean that all he had won or wagered before that bet is lost.

    A sad decision in my eyes but it's not my casino.

    You need to get in contact withy Bryan and get a rep status or no member should talk to you in privat.
     
    2 people like this.
  10. Oct 16, 2015
  11. zicada

    zicada Newbie member

    Occupation:
    Senior Software Developer
    Location:
    Norway
    I find the way you have decided to treat this matter very unfair. You clearly have an automated software system in place that checks every bet made to see if it is bigger than the allowed maximum. Instead of warning its players that they are about to bet higher, or to simply not accept such bets, Yako Casino has clearly consciously decided instead to have the system automatically remove the bonus and any winnings instead. That is an extremely unfair system that will punish anyone unfortunate enough to make a mistake.

    I urge you to reconsider your decision in this matter, not only for me personally, but also as it reflects very poorly on Yako Casino in terms of fairness.
     
  12. Oct 16, 2015
  13. Ana_Yako

    Ana_Yako Official Rep for Yako Casino

    Occupation:
    Casino rep
    Location:
    NA
    Dear zicada,

    I have already explained in the thread you posted on AskGamblers, but let me explain once again!

    In our terms and conditions it is clearly specified that should the customer exceed the maximum bonus bet allowed, the bonus balance together with any winnings will be forfeited. Yet, we have given you another chance to play and wager your bonus, despite what has happened!

    I do understand your disappointment, but I think you will agree with me that it is the player’s responsibility to read and abide by the terms and conditions. Having said that, we have taken a decision in exception to these rules and we have reaccredited you the original bonus amount.

    Kind Regards,
    //Ana
     
  14. Oct 16, 2015
  15. Tirilej

    Tirilej Still a Lady CAG

    Occupation:
    Breathing
    Location:
    Sweden
    If you have an automated system for removing winnings if anyone exceed the maxbet, then I have to ask if you have removed the max bet button also?

    I guess you're experienced enough to know how easy it is to click on the wrong button. The cat can do something or you just happens to look the other way a second.

    I agree. This is really unfair. I have to believe you have choosen to have such an automated system just to not have to check the gameplay manually.
    Good for you but not for the players!!
     
    3 people like this.
  16. Oct 16, 2015
  17. onkel

    onkel Experienced Member PABnonaccred

    Occupation:
    webmaster
    Location:
    Larnaca, Cyprus, Cyprus
    Ana - while you have the right to do whatever you want, don't try to make it sound like you are being nice to the player. If the automated system will reset winnings/balance once a too big of a bet comes in - it could just as well just deny that bet so that the player cannot make this mistake.

    It's clearly set up to screw players over, rather than helping them. I think it speaks volumes with regards to what type of casino you want to be, and I hope people steer clear.
     
    5 people like this.
  18. Oct 16, 2015
  19. zicada

    zicada Newbie member

    Occupation:
    Senior Software Developer
    Location:
    Norway
    If this is indeed your final decision, you may remove the credited bonus as it does me absolutely no good at this point. I request that you deposit the remaining 2196 NOK back to my neteller account immediately. Please close my account at Yako Casino once that is done.

    You may have a lost a lot of potential players with this conduct, it is sad to see yet another new casino with a lot of potential digging its own grave because of unfair treatment of its players and unusually unfair systems and rules. Let me also note for anyone else considering playing at Yako Casino that not only do they have this system in place that directly punishes mistakes instead of helping to avoid them but, the maximum amount of money you are allowed to win with an active bonus is 50000 NOK / 5000 Euros...
     
    4 people like this.
  20. Oct 16, 2015
  21. gagamel

    gagamel Professional smurf hunter MM

    Occupation:
    Care Manager
    Location:
    Switzerland
    IMO it`s very generous from the Casino to replace the Bonus a second time.

    I made this mistake (bets too high with Bonus) and after clearing the WR my bonus/winnings were toast and I was bonus banned forever in this accredited Casino :eek2::eek::mad:
     
  22. Oct 16, 2015
  23. zicada

    zicada Newbie member

    Occupation:
    Senior Software Developer
    Location:
    Norway
    I don't think its that generous personally. By doing this, the casino acknowledges that mistakes were made and that their system is unfair, but instead of doing the proper thing, they make it seem like they're doing me a favor while still taking my winnings.
     
    1 person likes this.
  24. Oct 16, 2015
  25. interlog

    interlog Senior Member MM webmeister

    Occupation:
    Manager
    Location:
    London
    The casino is well within their rights because the OP broke the Ts and Cs.

    Suggestion to the OP: learn from the mistake that was made, and vote with your wallet. It is the casino's loss and another one will benefit from your custom.
     
  26. Oct 16, 2015
  27. Tirilej

    Tirilej Still a Lady CAG

    Occupation:
    Breathing
    Location:
    Sweden
    If I understood it correct it was a clear mistake with one click and the money was lost immediately.

    Are you saying it was fair that she lost it all because of that?

    It's one thing like Gagamel wrote up here that you don't read the rules and play to win on a larger bet, but when casinos clearly can see a mistake is made then I agree it's not fair.
     
    3 people like this.
  28. Oct 16, 2015
  29. interlog

    interlog Senior Member MM webmeister

    Occupation:
    Manager
    Location:
    London
    Playing devils advocate here, but how does the casino know it was a genuine mistake or the player trying it on by playing the occasional high bet, hoping for a win and the casino not discovering it?

    Besides, we all want clear T's and C's rather than vague ones (you know, the term "the casino reserves the right" or "on its discretion the casino may"). The T's and C's are clear so you can't blame the casino for sticking to them.

    I personally don't take bonuses very often, but when I do I make doubly sure I stick to the rules to avoid situations like the OP ended up in.
     
  30. Oct 16, 2015
  31. Tirilej

    Tirilej Still a Lady CAG

    Occupation:
    Breathing
    Location:
    Sweden
    Well she posted a video of what happened. I believe the casino have seen it too. Have you?
    I am almost all the times defending the casinos in here, but an automated system when it's so easy to click in the wrong button, then no I can't.
     
    5 people like this.
  32. Oct 16, 2015
  33. zicada

    zicada Newbie member

    Occupation:
    Senior Software Developer
    Location:
    Norway
    That is indeed what happened. Sure they're within their T&C's such as they are.

    83 people have seen this thread so far. There's also 400 or so people on twitch who will be hearing about this from several streamers, as well as who knows how many will be seeing this on askgamblers.com. One wonders how much this will cost vs simply crediting me back my balance and wagering status.

    Ana, you still have a chance of redeeming Yako Casino and putting this issue to rest. Should you not have the powers to do so, may i suggest escalating the issue to someone who does.

    Btw Tirilej, I'm a he :)
     
  34. Oct 16, 2015
  35. interlog

    interlog Senior Member MM webmeister

    Occupation:
    Manager
    Location:
    London
    With respect Zicada, you're almost into blackmailing territory here.
     
    2 people like this.
  36. Oct 16, 2015
  37. Tirilej

    Tirilej Still a Lady CAG

    Occupation:
    Breathing
    Location:
    Sweden
    You talk like a girl. Sorry:)

    I just saw the clip too and no I don't believe you wanted to bet that much suddenly on such a game. It looks like a clear mistake and the money disappeared immediately.
    I'm out of this thread for now. I've done what I could so good luck!
     
    1 person likes this.
  38. Oct 16, 2015
  39. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    Just my 2c..

    The first post by the rep dictates that they 'realised you'd made a mistake' and were willing to work with you on it.

    The amicable and sensible, not to mention business minded solution would be to restore you to the 'Spin before the mistake' - balances and everything in full and not create a 'We want to look good but not really do anything about it offering'

    Restoring the balance in full with a 'final warning they could then post that this had been done on CM and AG, showing others that, yes the player was at fault but also that the casino realised It was a genuine error and that a generous 'second chance' had been given, swaying possible new business in their direction.

    They could have also gone onto say that should this happen again that they would not be so lenient to avoid any 'Del Boy Trotters' trying their luck with a similar situation.
     
    4 people like this.

Share This Page