Yabby Casino - Гравець намагається завершити перевірку облікового запису.

Yabby casino will not pay me $48.50 I won, they keep claiming that they need to verify my account but I sent pics of my id front and back as well as a selfie with me holding my ID ALMOST an entire month ago and they claim the process only takes 5 days. I would have been consistently gambling at their casino but if it's such a hassle to ever win anything, it just seems like a scam.

Dear Chevy101,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Were your winnings accumulated with or without an active bonus, please?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I sent a picture of my identification, front and back, as well as a selfie of my face with me holding my ID, this was over a month ago. Any time I try to inquire about withdrawing my money, they send me the same bullshit message basically telling me it takes up to 5 days to verify my identity, and to please not send another withdraw request until they are done with account verification. A month is a totally unreasonable amount of time to verify my identity.

Thank you very much, Chevy101, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Chevy101,

This is Tomas and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will now contact the casino.

I'd like to invite Yabby Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Thank you.

Best wishes,

Tomas

Hey Chevy101 and Tomas.

Hope that you are all well.

As soon as we received notification of this case, we immediately checked with the banking department.

Fortunately, documents were located and I believe that your account is fully verified now.

Apologies for the delay. Our banking team was overwhelmed with verification requests and our server was temporarily slowed down at the given time.

Hope that this helps and please let us know if there is anything else that we can help you with.

Cheers,

Archer

Yabby Casino Management

Dear Yabby Casino,

Thank you for your prompt action.

Now I would like to ask Chevy101, could you please confirm once you have received the payment?

Thank you in advance.

Kind regards,

Tomas

Dear Chevy101,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear all,

Unfortunately, we’re forced to reject this case because Chevy101 has stopped responding to our messages and questions. Without Chevy101 cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Kind regards,

Tomas