Yabby Casino - Player’s withdrawal is delayed and account verification is problematic.

I don't know what else to do, I have taken a picture of my ID, submitted the picture of me holding the ID 3 times and they say it's not high quality, I can't help that all I have is my phone, I'm not going to hire a professional photographer. Then in the chat they tell me to submit my wallet address I have done that and responded twice to both chat and emails and they ask me to send it again and I do, they will not verify me, I have been verified at 3 other casinos between Dec 3 and now. I can forward you all emails. Idk what else to do because now they no longer respond to me in the chat. I had used a no rules bonus so there's no issues with the bonus Please help!

Dear HotMessXpress00, 

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 and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Please forward me all the communication between you and customer support regarding your verification at veronika.f@casino.guru.

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, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Veronika,

Thank you so much for your help. I have been asked for my ID, a selfie with me holding my ID and my wallet address and I have submitted those several times. I understand KYC is a serious matter but I have never had such a difficult time, I also thought by using crypto the process wouldn't be as lengthy, guess I was wrong there. I'm forwarding you all emails. Thanks again! I'm sorry, Yabbys has not asked me for my Bitcoin address, that was raging bill slots which is another one that won't pay. I can't get past this ID thing with Yabby.

Thank you for your emails. It appears that the casino is unable to verify your account because the details on the documents you provided are not legible.

When submitting photographs for KYC verification, please ensure the following:

• The photo is clear and of high quality.
• All information on the document is clearly visible.
• Your face is fully visible and not obscured by the document.

Could you please forward me the photographs you most recently sent to the casino? I will review them and advise on any adjustments needed to ensure they meet the requirements necessary for completing the verification. My email address is veronika.f@casino.guru.

Thank you for your cooperation, and I look forward to your response.

Dear HotMessXpress00,

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.