Yabby Casino - Player's withdrawal is delayed due to document issues.

Hello,

I deposited 500 usdt to yabby casino. I won 2265 playing slots with their welcome bonus. I try to withdraw 1265 but casino asked the documents. I immediately sent my ID and selfie with ID but they reply the following:

"We regret to notify you that the documents you have sent us cannot be accepted. 

We respectfully request that you attach another legitimate government-issued document, such as your 

passport, driver's license, or ID, as well as selfie holding that document."

Their reply after I told them I don't have another one:

Unfortunately, this kind of document is not acceptable and it is impossible to make a positive identification. Accordingly, if you are unable to present us with another valid government-issued document such as a passport or driver's license, the verification process will be suspended and your winnings will be cancelled. In that case, you can submit a request for a refund of your deposit at the address: pitboss@yabbycasino.com (You only need to confirm your desired pay out address).

I offer them make a video where I can show my ID and face but they ignore it. Please ask casino to review and accept my ID and withdraw my winnings.

Dear hatersss20,

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 takes 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 you sent the last one?
• Which documents have you not yet provided, despite the casino's request for them?
• Have you provided all the required documents as soon as possible and in the correct format?

Please forward me the communication between you and the casino regarding the verification of your account at veronika.f@casino.guru. Kindly include the documents you sent to the casino as well.

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

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Dear hatersss20,

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.