Yabby Casino - Hráč se snaží dokončit ověření účtu.

I sent a withdrawal request about 3 weeks ago and sent all required documents and verification form. I'm still unverified and still can't withdraw. Each time I communicate with the consultants I'm told to be patient and banking will respond on email when my withdrawal is ready. 3 weeks is a very long time to wait for verification and withdrawal. It seems like I'm being given the runaround and won't get paid. I was told it takes up to 5 days to get verified for a withdrawal.

Dear thokoradebe22,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the lengthy verification. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will assist you. I wish you the best of luck and hope to see your problem resolved to your satisfaction in the near future. 

Thank you so much for your assistance. Hopefully this willl be resolved timeously.

Hello, thokoradebe22!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hello Pavel,

Hello thokoradebe22,

We hope that you are well.

Please note that the account in question has been reviewed and the following has been established.

The player's withdrawal request was denied due to a violation of the General Terms & Conditions. The terms in question are 7.1.c. and 7.2.c.

https://yabbycasino.com/terms-and-conditions

7 TERMS APPLIED TO BONUSES AND PROMOTIONS

7.1. Overall Bonus and Promotion Rules

c. "All promotions are limited to one per Player, family, IP Address, address, credit card number, and computer and shared computers (i.e. university, fraternity, school, public library or workplace), unless otherwise previously agreed with the Casino."

7.2. New User Welcome Bonus

c. "Only one free chip is credited per person, family, household address, email address, credit card number, and computer and shared computers (for example: university, fraternity, school, public library or workplace)."

Upon investigation, the Fraud & Risk Department concluded that a no deposit bonus was already redeemed from the same household and therefore another one was not allowed.

Please see the screenshots attached:

More attachments are added below

In the attached screenshots you may see that both accounts share the registered address and the IP address.

Also, you may see that on both accounts, only no-deposit bonuses have been redeemed.

Please let us know if any additional information is needed, we will gladly provide it.

Thank you for your understanding.

Kind Regards,

Lucas

Yabby Casino Management

Thokoradebe22, as you can see, according to the evidence provided by the casino, there has been a breach of terms regarding multiple accounts. Creating multiple accounts is prohibited and strictly punished in most of the casinos and we consider this approach fair, as it can lead to the improper bonus usage of bonuses. If you have any information you can provide to disprove casino's position, I will be very glad to see it. Otherwise, we will be forced to reject this complaint.

Dear thokoradebe22,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.