Bonus Complaint Yakocasino - unreasonable conduct regarding misclicks

zicada

Dormant Account
Joined
Sep 25, 2015
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):
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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.
 
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
 
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.
 
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

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.
 
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
 
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

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!!
 
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.
 
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...
 
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.

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:
 
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:

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.
 
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.
 
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.

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.
 
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.

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.
 
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.

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.
 
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.

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 :)
 
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 :)

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!
 
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.
 
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...

Dear zicada,

For questions related to your account, I kindly ask you to get in touch with our customer support or send me a PM.

Thanks,

//Ana
 
OK, having seen the video, I'm def with the OP on this.

You can clearly see it is a mistake - and it appears the software is set up to trap rather than help players. If it can be coded to automatically lose bonus winnings if the max bet size is exceeded - then it could be coded to warn the player instead or just close the game and go to a warning page.

The casino is in its rights to do what it has done - but the way it has done it is pretty shoddy. I wouldn't play there.
 
OK, having seen the video, I'm def with the OP on this.

You can clearly see it is a mistake - and it appears the software is set up to trap rather than help players. If it can be coded to automatically lose bonus winnings if the max bet size is exceeded - then it could be coded to warn the player instead or just close the game and go to a warning page.

The casino is in its rights to do what it has done - but the way it has done it is pretty shoddy. I wouldn't play there.

Or they could set up the system that Videoslots have where you can set your own maxbet size. I have mine on $1. No matter how much I try I can't bet over it.
It can be used when playing with a bonus or to make sure you do not misclick anything anytime. They created it to help the players.
This automated system are for themselves, not the player.

It's a good casino and there is nothing wrong with the people who works there, that needs to be said too :)
But I still advice not to use any bonuses when playing there.
 
Hi Ana,

I understand that you are acting like most other casinos would do since the OP apparently are in in breach of the T&C regarding max bet during bonus play. I have no problem with that.

The difference in this case is that you apperantely have developed an automatic function to recognice bonus breach but with the approach that enabels you as a casino to give the customer the finger instead of helping him/her out. I would suggest that you look into how you could improve the development you've made so it benefits both parties.
 

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