Yabby Casino - Pelaajan kotiutuspyyntö hylätään.

Hello,

Based on the rating you gave Yabby Casino and the attractive bonuses you highlighted, I decided to deposit some money and play there.

I would now like to withdraw my winnings, but Yabby Casino is refusing my withdrawal because I have a Belgian ID card.

I have been living in Canada for 2 years now. I am an official resident, I work here, and I am therefore fully entitled to play on this site legally.

Despite this, and even after several email exchanges with their support team, they still refuse to process my withdrawal because I do not have a Canadian ID card—which I will never have, since I am Belgian.

What can be done in this situation?

Thank you, and have a great day.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Yabby Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you? Can you log in?
• Did you achieve your current balance with the help of a bonus?
• Could you please specify which documents you have provided during the verification process?
• Which documents confirm your residency status in Canada?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hi Tomas, and thank you for your prompt response.

Yes, my account is still accessible.

Yes, my balance was reached with the help of a bonus, but I have fully completed the required wagering requirements.

I only provided my Belgian ID card to verify my account. They have not requested any other documents and are refusing to accept anything other than a Canadian ID card.

As for the emails we have exchanged, it's quite simple. I'll just copy and paste them here because they keep giving me the same response :

« Hi Alexandre,

Hope that you are well and safe.

I am really sorry, I thought that you didn't see our email that you need to provide us with a valid Canadian document in your name since you set Canada as a country on your account, and because of that I repeated the email.

Please understand that the only way to verify your account is to provide us with a Canadian government-issued photo ID in your name. Otherwise, your account can not be verified. 

Thank you for your understanding.

Kind Regards,

Benajmin

Documents Yabby

Your request number: 5423408 »

—————

and the absolute last mail was :

Hi Alexandre,

Hope that you are well and safe.

​Please understand that we have the rules that we need to follow.

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

5.1.d. These terms and conditions entail that a Player should provide the Casino with true and correct information. In case a Player provides false information, the Player will be liable to the Casino for any damages and costs that may arise as a result of such actions.

​After consultation with the management team, unfortunately, we are not allowed to make an exception in your case.

As soon as you provide the required document we can continue with the verification process.

Oh, and during the registration process, never was asked my nationality of course, otherwise I would have indicated that I am Belgian.

i didn’t get the option/opportunity to do so, they just ask for the residency adress.

of course they don’t ask when we deposit money…

thanks again for everything,

Alex

Dear Isoft,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Isoft,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Yabby Casino representative to join this conversation.

Dear Yabby Casino,

Could you please provide clarification regarding this case? Please also include supporting evidence.

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Isoft,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://casino.guru/licensing-authorities/comoros-license) and submit a complaint to them. The Gaming Authority has more options and tools to help players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

I am sorry I could not be of more help on this occasion.

Best regards,

Mirka Dubasova