Yabby Casino - Гравець зіткнувся із затримкою процесу перевірки.

I have been unable to get any response at all from this casino during the account verification. I submitted documents on the 8th of October. They don't even give confirmation the documents were received and being reviewed. Customer support says they don't have any influence on the other department and hopefully they will reach out to me. I've offered to give any additional documents they believe might be needed preemptively because after 9 days I still don't even have any indication they are reviewing my documents on site, via email, nor from live support. I'm not even certain if I'm able to redeem the funds in the account that show as fully withdrawable because there seems to be no history overview with the details of completed promotions that I can find. After this long being ignored it almost feels like the goal is to get me to play and lose the funds instead of withdrawing but that is my pet peeve and is a scam in my eyes, even if many other players don't agree. I am unlikely to touch the funds in any way until this is completed. Literally had no idea where I might even be able to get a response about the account verification other than here where they do seem to respond to complaints. But if they allowed an easy way to actually communicate details about the ongoing process anywhere at all a complaint would have been avoided entirely.

Uploaded screenshot is the only information I have been given at any point and did not even change slightly since uploading the documents through the link in the section.

Dear luckyfruitblood,

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 take 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?

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 had a bonus that I completed and the sticky bonus was removed and luckily I worked the balance back up to where I was. I was unsure how much I could actually withdraw under their terms of the bonus and had no way to even see the former now completed bonus in my account. I was unsure if the fact I won after being forced down to the max bonus winnings mattered or not. Since they had adjusted the account originally and as you can tell by my complaint there was no likelihood of any useful communication taking place. I just started the verification process then was ignored for days not caring about the bonus and that answer until I could even withdraw in the first place.

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

Hello there,

Thank you luckyfruitblood for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Yabby Casino for their help in resolving this complaint. We would like to know why is this verification process taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Hello Peter,

Hello Luckyfruitblood

I hope that you're well.

Please note that we have reviewed the player's account and as we can see, the account was verified on October 18th. The player has received an e-mail from the Fraud & Risk Department informing her of the status of the Verification.

Should any additional information be required, please let us know.

Kind Regards,

Lucas

Yabby Casino Management

Thank you for the update Yabby Casino representative.

Dear luckyfruitblood, let us know if your issue has been resolved or if you require any further assistance.

Thank you in advance!

Dear luckyfruitblood,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.