Casino Extreme, Casino Brango, Casino Adrenaline, Yabby Casino Support and Complaints Thread

Hey Typical123, 

I am glad to see that we have sorted this. 

Thank you for your input regarding our support, we will do our best to make our support even more helpful. 

Take care! 

Kind regards,
Mikey
Casino Management

Here it is... I guess I am out of luck about all that money I spent keeping up on the naughty or nice list huh? I would have never spent that much money if I knew it ws going to be taken away from me... This is sad  :(

I spent all the money i won from you guys and another caisno on Brango depsite the horrible losing streak just for that specific purpose.... I was in first place thats why I went all out. I would have went to another casino if that wasnt the case cause i was losing horribleYou guys banned me without warning. I was very upset over the way I had been treated over this. You guys only warned me that my chat priviledges would be taken away and the next thing i know I am banned. I had every right to be upset. I paid money for that up there. Now I lost my place for sure on the list too.... Merry Christmas to you too ...

This is what they said after i sent them like 6 screen shots...

Hi Andrea,

 Hope that you are well and safe.

Unfortunately, we did not find anything that was irregular.
​Note that everything is fine from our side.

We have checked on your bets and all bets are good.

Hi Andrea,

 Hope that you are well and safe.

​Note that we have checked on your request and we did not find any irregularities with the bets.
Everything is fine from our side.

We can add a free $10 chip so that you can try again.
Let us know if you want it to be processed to your account?

Hi Andrea,

 Hope that you are well and safe.

As we have already notified, you. We have checked on your bets and we can see that everything is fine.
Also, we can see that meanwhile, you were playing a different slot machine as well and unfortunately, lost your funds.

Note that the free chip has been credited to your account already.
Good luck!

 Kind Regards,

Travis

Extreme Pitboss

Hi Andrea,

 Hope that you are well and safe.

​From what we can see you were informed about everything through email, unfortunately, there is nothing we can do at the moment. 

 Kind Regards,

Saul, 

Extreme Promotions

Hi Andrea,

 Hope that you are well and safe.

We have taken the time to review your account and the issue you have reported. The review showed no irregularities on your account at any moment.

The screenshot you have provided, unfortunately, doesn't provide any conclusive information as to why the issue could occur, however, the root of the problem is most likely of local nature. 

 To prevent the issue from occurring in the future, please make sure to use only a stable internet connection, clear your cache and cookies before starting a new session and update your browser regularly. On the other hand, should any similar issue occur again, please make sure to stop playing and contact our customer service immediately.

 Thank you for your understanding.

 Kind Regards,

Erik

Extreme Pitboss

Well I guess I lost him and I don't get an answer. It's really sad after I put so much money back into the casino that I am treated this way. Nobody deserve this. I wouldn't do this to my worst enemy. But that's just me I guess. I don't mean to put you on blast like this but clearly I tried to handle this privately between us and that wasn't going anywhere. This I at least had a bit of a different response but I guess in the end you guys just don't really care. I am out of a lot of money because if this. I am out the 1000 that I spent to stay up on the Naughty or Nice list I was in first and second place and I definitley would have maintained it if I could. I am out that 3000 or more too now. This is wonderful... Merry Christmas or Happy Holidays LCB. Thank you for your support. It means alot to me really. Thank you so much. 

Hi Dreagil96,

While I am sorry for the inconvenience your deactivation may have caused, please undertsand that this is part of standard procedure, whenever a technical investigation is requested from RTG.

They are currently looking into what happened in this case. To further review what happened, it would greatly help if you could provide us with the Screen Recording of the gameplay you are referring to in your screenshots.

If you cannot post this recording as part of this conversation, please provide it as an attachment via email at [email protected] .

Thank you for your cooperation, I look forward to hearing from you.

Kind regards,
Mikey
Casino Management

I would love to but the hard drive I have isn't the best and it has to delete to record again and I can't fit it anywhere else. The videos are huge and take up most of my hard drive. The take up  a whole half a TB sometimes on the really long ones. Each one has to record over the other so I don't run out of room.The program does it by itself. I took screen shots as much as I could through video and I played again at another casino so I recorded I didn't think there was a way to send a video that big. I tried before and it wouldn't go through email or anything. I don't know what else to do because I thought the screen shots were enough. I had a heck of a time just sending the pictures but I found out how to save it at another file thank God. I had to learn all this just to give you what I could. I was lucky I found the original screen shot of the one you couldn't see very well! I am sorry I couldn't store more videos on my hard drive but how was i supposed to know that I was going to need this recording feature to store so many videos? I mean the fact that I have to record period is not a good thing right? But if I didn't I definitely wouldn't have had any justice on the matter. This is very unsafe for players I am finding out. We are susceptible to so many issues and different ways we can lose our money without fairness or transparency. It should be in the terms that people are suggested to have this recording at all times and hopefully have a better hard drive to store them all. I feel like we as players are not protected from these issues that should be easy for you to see if you can see everything else that benefits your side of it, why is it so hard for you to see anything that protects the players too? I feel like its a very cut throat environment when it comes to making us feel safe enough to part with our cash and trust you. Then we find out the hard way that it really is volatile all around. Also why is everything at our cost? What about the money I was pretty much guaranteed to win and I spent so much money to get that was stripped away from me? I would have never spent all that money losing like I was unless it was for that list. I am not stupid I would have switched casinos but I put it all in to win the prize and now you get to keep the money and I get denied the chance to maintain my position. This is just a very big eye opener and goes to show you can't trust anything or count on anything when it comes to you casinos because we as players are always risking way more when you profit so much off of us. All the money I put back into your casino and this is how I am treated after I trusted you enough to give back thousands and tens of thousands I won. Then I can't even get my screen shots to get any of the right kind of attention it deserves? You almost let me go paying for it and banned me because I was upset for a good reason! I'm sorry but this ruined my Christmas and It is unnecessary.

Oh and don't think I don't remeber the real reason why you banned me. You banned me and my mother because we were very upset at being betrayed by all of you and you didn't want to deal with the consequences of mistreating your customers and abusing your authority on these matters. It's obivous you only value what we have to offer and not us as people. OH that reminds me. Why was my mother banned as well? She did nothing wrong but ask why you were treating her daughter so horribly. 

Hello again Dreagil96,

Hope you are well.

After a thorough investigation performed in collaboration with RTG Engineers, we have concluded that the images you have provided were doctored, and do not reflect the actual data provided by the casino at the time of your recorded gameplay.

Please find the same demonstrated in the attached image, where the following can be found:

1. Screenshot provided by the customer
2. Bet Record of the Bet shown in the customer’s screenshot
3. Game Record of the Bet shown in the customer’s screenshot
4. Screenshot of Diamond Fiesta game taken directly from the Casino for comparison

Reviewing the Bet and Game Records, taken directly from the RTG Backend, it can clearly be seen that the balance was being correctly reflected by RTG, both before and after the bet has taken place. Customer’s balance before the bet was $0.34, and after the bet was over, the correct amount of winnings was added resulting in the correct balance of $0.69.

The customer’s screenshot is showing a different balance in the Game iFrame. It has been concluded by both RTG Engineers, as well as our Designer Team that this image has been doctored. The image is heavily pixelated, and the discoloration of the screenshot is not consistent in all parts of the image. Specifically, the color of the Balance font is inconsistently white when compared to the rest of the image, as opposed to the golden/yellow color seen in the screenshot we took of the game.

We consider this a direct violation of our terms of service, and furthermore, consider this entire complaint as an attempt at slandering, which is why we have decided to permanently deactivate all accounts relevant to this customer.

I hope this information sheds full light on what happened, and I am readily available if any additional info is required by any party.

Sincerely,
Mikey
Casino Management

I have been playing at extreme casino for over 4 years now. I deposit every single day, if not every atleast 4 times a week.  When you look at my account you can see just the last few days/months I have deposited way over the average player probably. In The last month, December2021 I had a total of 62 deposits totaling $2,176.37. In one single month. Not to mention I’ve been playing here over 4 years. To break it down even more so, in 2021 one year alone, i deposited over 590 resulting in $20,840.87. Over 20 thousand dollars!!! I got told i was chosen as the VIP player of the year. I imagined that would mean I hold high value to this casino and yet, after deposit and deposit I’m still told im not eligible for even a simple free spins.  For spending whatt I have and not even coming close to winning a small percentage of it back, I should be eligible for bonuses for sooo long! Yet I’m still rejected, and im stupid enough to keep depositing here!!! I’ve spent all that money just to be told I’m VIP yet, no loyalty and can’t even get free spins! We all know the probability of me winning on 20 free spins is 0 to none but support will still not give me the comfort of a free bonus. As if, it’s coming out of their paycheck. The average person doesn’t even make 20,000 much less spend it in a year at a single casino. With that being said, I should be more than eligible for a bonus without having to explain any of the above. Today i have deposited 5 times and I'm told the same bull crap. I am not asking for anything i have not very much so earned at Extreme casino. I’ve put in more than enough money, not to mention that i work hard for  I've been really let down lately by extreme. 

Hi KAITLINP96,

Please private message me your casino username and we'll ask the casino rep to look into your account. 

I feel the same about extreme and brango !!!

You are more than welcome to post your complaint here on this topic.

I've requested game history for each day I deposited and wagered for the month of January, 2022. Casino Extreme and Brango both denied my request and provided absolutely no reason behind why they denied my request. They did offer up useless information stating that game history could be accessed if I log in through desktop version, that is absolutely not true. There is limited game history for the last 100 spins, but not anything that's past the last 100 spins. 
 

Hi Peter P,

Please provide me with your casino username. We're going to notify the rep and see what's going on. 

Extreme: prokpeter

brango: thewonwhoone

Brango and Extreme are probably my favorite casinos.  However, today I had an unusual problem. Basically, my balance would flicker back and forth between two amounts. One was like say $18 and the other was $42.  I have never heard of such an error and I have no idea what caused it.  Unfortunately I thought the larger balance was correct and ended up losing money I didn't intend to.  At any rate, no big deal but I would ask that someone pull the file for my games which took place this afternoon.  My username is christ344y.

Is there a casino rep available to speak to?  I am a Gold VIP player at Casino Extreme.  I have been chasing a jackpot and have deposited many hundred, if not over a thousand dollars at the casino this week alone.  I converted comp points into a few buck after a series of losses and got extremely lucky and ran it up to $180.  I have done this multiple times and comp points have always been converted to cash with no limits.  My withdrawal was just rejected and the email I received said "it is not withdrawable" and they offered me $19.  I would like an explanation on why you wouldn't allow a $180 withdrawal on a win coming from comp points converted to cash, especially for a player who has deposited as much as I have the last few weeks?  Please take a close look at my deposits and you will see exactly what I mean. 
 

I will also note I ran across a bunch of articles about a player who recently won $5700 on comp points, so I am certain there has never been limits on withdrawals from comp point cash! 
 

my username is khart13

Hi Mikey, is there an email address you can be reached at?  I am having issues with a withdrawal on cash from comp points and the emails I am getting from the casino are not making sense and do not apply to this withdrawal.  I am a Gold VIP player, and have been playing with you for several years and have never had a single issue so this one has me baffled! 

Props to Casino Extreme!  I believe this was just a misunderstanding because I won $180 off such a small amount of cash in comp points they probably didn't get how it happened.  It was a super super lucky win!  But, once I explained to the casino the play by play of exactly how it was won I was allowed to re-request my withdrawal. I have not received it yet but I am certain I will, because I've been playing here for years and never had one single problem with payouts!  They are the best of the best.  This is the first problem I have ever had and it was resolved quickly.  THANK YOU!! 

Casino provided a partial record skipping days at a time. So still need some help on getting this resolved. 

 Casino provided a partial record skipping days at a time. So still need some help on getting this resolved. 

Hi Khart1313,

The casino rep has been notified. 

Hi Peter P,

The casino rep has already been informed about your problem. Please wait until we get the official answer. 

Thank you Melissa, I appreciate LCB and all you guys do. It's reasuring to see that there's casino rep involvement in at least trying to rectify player complaints and concerns. Thank you. 

You are very welcome, Peter P. Glad we could help you. 

Hi, I think this transcript of my conversation best explains my situation(I highlighted the messages from me as it would not let me keep the same formatting of the conversation)

HELLO

Hello and Welcome to Casino Extreme!

How may I be of assistance?

Nicolas

I was playing t rex and a screen popped up with fireworks saying i won the random jackpot

and then when it went back to the game the random jackpot was reset at 1000

so im just trying to claim my jackpoot

my username is spuirlock49

Please give me a few moments

Nicolas

ok

oops my username is spurlock49

i mistyped it

No worries, I'm checking your account right now

Nicolas

thanks

Just to check

Was that on your last spin?

Nicolas

no, the spin before last... i might have spun one time after but it could have been my last spin i cant remember for certain I dont think i pressed spin after it came back to the trex screen, or i may have to see if my balance would reflect it

im sorry!! i cant remember 100%

Okay, one sec

Nicolas

thanks

Sorry, are you sure it was on T-Rex?

Because as I can see here your last bets were made on Legend of Helios slot

Nicolas

trex... in the tournament

extreme weekly

Oh I see

That was in-tournament

Which means you got extra tournament points

Nicolas

huh

it didnt increase my score at all

but why would you have a random jackpot hit and then have it not count in a tournament

oh i see so it can be won and you dont have to pay it and it goes back down so people think someones winning that great amount of $3500 but its just secretly being won "in-tournament"

No madam,

That is not the case

As you can obviously see you do not play a tournament with real funds

Rather with points

Nicolas

sometimes

So, no, random jackpots unfortunately do not hit in tournaments

Nicolas

but the amount went down to $1000 correct?

if i were to exit the tournament and go to the same game.... the amount would have been reset, no?

yes see it is reset

as if somebody won it, but nobody won it... i "won" it but am not getting paid nor getting points for it

I can check the random jackpot right now

Nicolas

okay please do

T-Rex sits at $1,411.60

Nicolas

because when i "won" it it was $3400 or so

and then after i "won" it, it went back to $1000

I watched it gown back down to $1000

Okay, please provide a screenshot of the supposed issue

Nicolas

and yes since that time its gone up.... but it was at 3400.....

Our technicians will review it

Nicolas

how can i have a screenshot? i am playing on my computer and the screen witht he firworks saying I won the random jackpot only popped up for like 30 seconds then disappeared

I couldnt have known I was going to be mislead and thought to take a screenshot when I was celebrating thinking I won

I'm sorry if there was any misunderstanding

Nicolas

how does that help?

But as I have explained in-tournament jackpots are not added to real funds

Nicolas

okay but the random jackpot shouldnt have been reset if no one won it

Just as in-tournament wins aren't added to your real funds

It didn't reset, actually

Nicolas

yes they can be if you place in the top??

yes it did

Just for in-tournament play

Nicolas

it was at 3400 and went back down to 1000

i see it in the trex not in tournament

dont you guys have a history of the amount at any given time?

??

We have a history of all games played for real funds

And you unfortunately haven't won a jackpot

I'm sorry for any misunderstanding

Nicolas

okay but cant you check what the amount for the random jackpot for trex was 40 minutes ago??

?

HI SPURLOCK49,

Thanks for sending this over. We'll notify the casino rep about your post but I'm afraid his answer would be the same as the support agent. 

I think spurlock49 isn't as much concerned about getting the jackpot points he "won" but the greater concerned being expressed is the unethical practices and the integrity of such practices which this player was able to notice and is now questioning, while unfortunately the casino is refusing to address. After having deposited over $60,000 between Extreme Brango and Yabby in the last 13 months I have finally had enough and seen the truth of just how unethical and unfair this Casino brand is. I got to give them credit for doing what seems like a "great job" to cover up the shadiness of theirs by offering a plethora of "free chips" and "free spins" that are ever so "great" at giving 65¢ to $1.75 on these awesome "free" promos, so that even if you did spin a decent paying combination: good luck trying to meet the playthrough requirements. Third month into these daily "free spins" thousands of dollar lost and I have yet to get a single $50 win, cos every time I'm $5 or $20 or $50 away from satisfying the playthrough requirement, my balance will always be $1 or so less so that it's damn near impossible to ever satisfy that playthrough cos mysteriously no matter which slot game you play all of a sudden they all have stopped paying, I mean not even 1¢ it's like they all got placed on "no further winning spins allowed" automation until all balance is played down to zero +/- 

But yes they do pay $1 for every $100 deposited on avg and so perhaps after you've fed the beast a few thousands it is very highly likely that you will catch a win for a few hundred that should you chose to cash it out the casino will legitimately process that win in minutes no questions asked. 
 

in short any problem resolution is never given proper attention, they practice confusion and avoidance as a choice for resolving any disputes, complaints, concerns. Should you insist direct answers and resolution they will shut it down quickly with a shameless NO. NO CAN DO ATTITUDE. My philosophy is, problems can, will and possibly should arise for just about any type and style of business, and it's not the problem that DEFINES quality, worth and integrity of the business but the way in which a business chooses to address and rectify any problem and are they providing a favorable resolution to the paying customer.  Or are they shady, dishonest, dismissing, avoiding and/or have a NO can do attitude, well then making them exactly that kind of business. Ultimately the choice is of the player. Best attitude to have, know what you can afford and if you catch a win KEEP it, don't count on the casino to be fair, honest or just, should you notice and call them out on any shadiness. 

Hey SPURLOCK49,

Hope you are doing well!

We have reviewed your account gameplay within the whole tournament and the Jackpot was actually won and credited to your points within the tournament. The winnings were credited to your score in the amount of $2405.63 and you continued afterwards for a number of bets. 

The jackpot was credited within the tournament as it would have been credited if played with a free bonus, deposit bonus or a clean deposit. All local jackpots are subject to rules of the balance you are playing and was distributed within the game mode you were playing. Your winnings affected your ranking and there was no malfunction. 

I hope I addressed everything precisely and explained in detail what happened. 

Kind Regards,
Mikey
Casino management

Dear All,

I trust you are well.

Kindly refer to the screenshots and advise why I was not paid the $100 max cashout and the max cashout was changed after my concerns were raised on this forum.

First three screenshots shows max cashout of $100.

Last screenshot shows the max cashout was then changed to $50 after my concerns were raised.

I don't think this is fair.

Let's look at this impartially please.

The casino rep already replied to your post on the review page. However, we are still waiting for them to confirm when exactly they changed the max cashout. 

Mr Mikey casino rep,

why is Yabby casino denying as being part of the Casinos Brand (brango, extreme, adrenaline, yabby) and trying to make me verify my account again in order to process payout? What's up with that? 

player name redboi75

Ma'am is Yabby part of  the sister casinos for Brango and Extreme? 

Yes, it is their brand as well. 

We'll notify the casino rep. 

How do they think it's okay to straight-up be lying by saying they are not and they don't know what Brango or Extreme is??? 

Hi Melissa,

Thank you for the assistance but the 1st screenshot clearly showing $100 max withdrawal was taken from their site at the time of my withdrawal.

The $50 max cashout was only added today after my concerns were raised which is really quite deceiving.

Thank you and have a lovely weekend.

Hi again, has the casino rep respond regarding this?  

player: redboi75

Hi lilcookie,

The casino rep will post the update here as soon as he gets the info about your problem. 

Hey lilcookie, 

Hope that you are well. 

Please understand that Yabby is part of our group but for the moment is operated separately from Extreme and Brango. 

We are sorry for the inconvenience and thanks for understanding. 

Please let us know if there is anything else that we can help you with. 

Kind regards,
Mikey
Casino Management 

Dear BeGavin02,

I sincerely hope you are doing well,

We will address this issue once again for the sake of transparency. The screenshots display the terms that were active and ongoing since that promotion was designed. There is a huge player base to confirm that the bonus terms were always the same and our forum history speaks for itself.

The one screenshot you provided, with a 100$ max cashout mentioned, described terms that never applied to this promotion. Including the game displayed as well, which you should know having played another the game with that bonus.

Our website states in the T&Cs that 50$ is the max cashout for any free bonus unless otherwise stated. You have provided three screenshots yourself, each and every one proving that the terms are specified and furthermore visible in your cashier immediately upon coupon redemption.

Kind regards,
Mikey
Casino Management
 

https://a1.jswqzs.com/system/forem/attach_files/attachments/000/408/711/converted/screenshot-20220214-202136-samsung-internet.jpeg

https://a1.jswqzs.com/system/forem/attach_files/attachments/000/408/712/converted/screenshot-20220214-202151-samsung-internet.jpeg

As you can see in the screenshot the terms were changed after my concerns were raised here.

This is very concerning.

Dear BeGavin02,

Hope you are well,

What I would like to mention once again is that you played a different promotion other than what the screenshot terms are about. What you display are the terms for a 70$ welcome chip which was unfortunately not available for your account. The terms for the welcome 70$ chip inform you that you will be eligible for the 70 spins bonus instead, for which the terms are explained in full detail and visible in multiple places during and after coupon redemption. The most important fact is that you played the coupon under it's terms, fully informed about coupon settings, as explained in previous comments.

The screenshot was never disputed and the terms were in fact updated to display max cashout settings on yet another visible spot prior to coupon redemption. We have considered the possibility that you have honestly misunderstood the terms and were led to believe that the maximum cahsout really was 100$ due to our lack of transparency. To prove that we value and insist on full disclosure regarding coupon terms, we will complete another payout of 50$ to rise your winnings to the above-mentioned 100$.

Please contact our customer support in order to complete your transaction and I hope that starting with this act of good fortune, your experience will only grow for the better.

Kind Regards,
Mikey
Casino Management

Thank you very much Mikey, I will contact support, your assistance in resolving this matter amicably is highly appreciated. Look forward to playing at Yabby and wish you guys all the best!

Thank you LCB, Yabby casino and Mikey for the assistance provided. Much appreciated.

Has anyone who plays with Yabby recieve thier Monthly Cash Back yet? Im on the Hall of Fame tier, and I haven't gotten anything yet. & I made sure that I was eligible with the amount of deposits vs withdraws. Thanks for any feedback!

I've been waiting for mine all day also. 

I haven't gotten my monthly cashback yet either and I emailed support and got this reply (about 2 hours ago):

Hi R,

Hope that you are well and safe.

Accounts review is still in process and once the whole process is done, you will be notified via e-mail.

Thank you for your understanding and patience!

Hello Mikey, Earlier today I contacted casino extremes customer service inquiring about a deposit match bonus that claimed to have to wager. I had asked very specifically numerous questions as to leave no doubt as to the terms and conditions I was to meet. So I made a deposit for $101 in Bitcoin. The transaction processed and $99.68 hit my account on the casinos app as I was playing via mobile phone. The tiered bonus bracket matched @ for deposits between $20 and $99. The next bracket matched ` for deposits of $100-$299. So my deposit of $99.68 yielded $39.94 but I was meaning to collect the next tier at ` but fell short $.32. so I contacted a casino extreme rep to try and fix my screw up. I first asked for the ` instead of @ which was a hard no. Ok so then I ask if I could get a redo and refund the deposit. Hard no. Ok that's my bad so I go ahead and play through the wager which I was instructed that 0x means you still have to wager your deposit amount. Which I did and then some leaving me with $116 and change from the total of 139 I started with.. So I made a withdrawal request which was denied because they said I can't withdraw any bonus money. Mind you I very specifically asked before any deposit and was instructed by casino x rep that any and all money I had after I wagered my deposit amount was able to be withdrawn. Now when I tried to withdraw they said I don't get to keep the $16 over my deposit amount. I'm thinking what's the point of the bonus then? So ok I say whatever and I was just going to play down to my original 99.68 and withdraw it and find a different casino that doesn't cheat there players. Upon entering the lobby to choose a game I see my account value now says $50 and change. So I check my Coinbase wallet to see if they sent me some of the withrawal I requested. Nope not 1 penny. I go back to the casino extreme app and contact another associate. I asked them where the other half of my money is. In which they said they took out the bonus amountjQuery3410673174432867522_1646205464563? I didn't play any progressive or table games or anything that would void my bonus so I'm thinking wtf did you do that for??? Three different reps all gave different answers and ended the chat before I was even finished asking questions. So now I'm pissed I make another withdrawal request to try and recoup the rest before they stole any more and was left with $43 in my Coinbase wallet. Now I ask wtf?