RESOLVED: YourBet is coming up with excuses not to pay me

Actually played at Yourbet for the first time in the end of January. The casino looked quite good so I made a big deposit here, I played with 500 EUR and… won. I won 3 629 EUR. Obviously it was too early to get excited because on February 6th the casino wrote me that my win was confiscated. The reason for this was as the casino wrote - the info that i have put during registration was incorrect. This was covered by their terms.. I am quite confused about this because I am sure I have put the correct information while filling the form. I asked the chat about the information that they said was wrongly put. First they told me it was the date of birth that was wrong but then it turned out that it was actually okay. The chat representative asked me why there was inconsistency of the address in the Ecopayz excerpt and the info that I have put in my account. I explained that this was my old Ecopayz screenshot. Also before during the verification I sent the bank statement with my current address to the casino, so they could see this was my real address After the chat I had a very good impression to get my win, because everything was okay. But on the ninth of February I got the same message from them with the same reason for confiscation. This is just ridiculous I think…

Hi Rockgiant,

Can you please send me your casino username in PM inbox and we will ask the casino rep to look into your account? 

This is awful, the casino not even trying the player to help to solve the issue. If the player is able to give them solid proof, there's should be no problem at all. 

@Rockgiant - Thanks for providing your casino username. We have notified the Casino Rep of your issue. Keep you posted. 

We are well aware of your case and regret to confirm that you signed up an account with fake and incorrect details. As explained, this was not a matter of a wrong character or digit but some of your details were completely off, when verified against the documents you promptly provided. With reference to your comment about the date of birth, unfortunately, this was not okay; to the extent that neither the Day, nor the Month nor the Year matched.

You took advantage of one of the most generous Welcome Bonuses on the market (200% up to €1000), through which our aim is to offer genuine players the best value possible. Big bonuses also attract a lot of abuse, which we need to mitigate against - to be able to sustainably support such incentives and prevent multiple accounts. Also due to regulatory requirements, it is crucial that we are provided with accurate and real details on registration. We are upfront with all this and clearly outline the implications in our T&Cs:

‘’5.3 You certify that you have provided accurate, complete and true information about yourselves upon registration and will maintain the accuracy of your information by promptly updating any registration information that may have changed. Failure to do so may result in account closure, account limitations or voiding of any transactions (bonus, winnings).’’

As you correctly pointed out there were also inconsistencies in your address compared to the documentation provided (however this was not a deciding factor). We fully understand people change their residential address from time to time; however, we appreciate that certain personal details on the passport are not subject to change – DOB being one of them.

Note, we have also separately provided a detailed report from our Integrity Team to the moderator. Irrespective of what happened, we remain open to answering any further questions you or anyone else on this thread might have.

I would ask the LCB team to look into this. My account got closed and I could not check the details. I also do not understand the chat that I had with your support. It was understood to me that the thing was not about the date of birth but about the address in the Ecopayz account. If the casino can prove that there was a mistake on my behalf and they did not make any changes then okay. Othervise I think it is just an excuse to cancel my win... 

@Rockgiant - The casino provided the evidence that shows a mismatch between your personal information - sent for verification and the one you provided on the registration form. Apart from the address, DOB is indeed completely different. Therefore, that can be considered as a breach of the casino's Terms and Conditions. 

"5.3 You certify that you have provided accurate, complete and true information about yourselves upon registration and will maintain the accuracy of your information by promptly updating any registration information that may have changed. Failure to do so may result in account closure, account limitations or voiding of any transactions (bonus, winnings).’’ 

Just in addition to my previous post - since the required evidence was provided, we will mark this case as Resolved. 

I looked at the casino, put 4 of 5 but the deposit did not dare to make.