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The casino won't verify my account and after almost a month they blocked me out of my account and won't respond to my email

Dear jaredistiredofthisbs,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@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,

Petronela

I was playing goblin's gluttony of gyms I had submitted for the verification for the withdrawal after doing the playthrough I had 200 but then realized you could only cash out 100 and so I played it down to 98 and submitted it after a month they still have not gotten back to me then I went to log in after making a complaint to them and they blocked me out

Iv been trying everything to log in sent many photos to verify all the things they ask

Thank you, jaredistiredofthisbs, for the clarification. Could you please advise if it was your first free bonus that you redeemed from this specific casino? Do you happen to know if anyone within your immediate vicinity or social circle has ever redeemed a free bonus from this particular casino before? I am asking because there have been instances where individuals within close proximity or with shared IP addresses have been flagged for bonus abuse or fraudulent activity, even if they were not directly involved. Therefore, it would be helpful to rule out any potential conflicts or complications that could arise from previous bonus redemptions by others in your vicinity. Looking forward to hearing from you.

This was the only one I had played and nobody else had played any other promo

Thank you very much, jaredistiredofthisbs, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Dear jaredistiredofthisbs,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Yabby Casino representative to join this conversation and participate in resolving this complaint.

Dear Yabby Casino,

Could you please state why the player's account got blocked? Could you please provide us with the evidence? You can put the statement here and paste the evidence here or send it to my email address stefan.m@casino.guru.

Thank you in advance for providing the information.

Kind regards,

Stefan

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.

Hello Stefan,

Hello jaredistiredofthisbs,

We hope that you are well and please accept our apologies for the delayed reply.

Please note that your account was deactivated by the system due to too many incorrect login attempts (Wrong password). We have also reviewed your correspondence with the Casino and noticed that you haven't received a reply to your last two emails as they were sent to the spam folder for some reason. For this, we sincerely apologize.

Please note that your account is active again and should you need to change your password, simply follow the "Forgot Password" procedure on our website.

Also, to complete the verification of your account, please follow the instructions sent by our Banking Department.

Thank you for your understanding.

Kind Regards,

Yabby Casino Management

Dear jaredistiredofthisbs,

Could you confirm if you were able to login into your casino account?

I am looking forward to your response.

Kind regards,

Stefan

Dear jaredistiredofthisbs,

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.

I try to log in it still says something went wrong contact support then I try to or I do send emails and they do not reply at all zero response no way to change the password or any emails at all no contact from them whatsoever

When I go and change the password I follow all the instructions down to the t when I get it done and go to try to login it says something went wrong contact support for bad input

Dear Yabby Casino,

Could you please look at the player's account, if everything is ok? It looks like the player's problem is persisting.

Thank you very much in advance.

Kind regards,

Stefan

Hello jared,

Hope you're well.

Please note that everything is well with your account. To change your password, please go to our homepage first.

https://yabbycasino.com/

Then, please click on the LOGIN button in the top left corner of your screen. Please see below:

You will then see the following screen and you are then required to click on the "Forgot Username or Password option":

You will be led to a new screen where you will be required to enter your username and a security code will then be sent to your registered email address:

Once you enter that security code, you will be able to log into your account.

Of course, should you need any additional help, please do not hesitate to contact us.

Kind Regards,

Yabby Casino Management

Now I'm finally able to log in but before this I was not able to I had no problem doing it right it was just not letting me but I'm still not verified and can't get my winnings iv sent all required documents and done exactly what I was supposed to

Dear Yabby Casino,

Is there any problem with the player's verification?

I am looking forward to your response.

Kind regards,

Stefan

Hello Jared8583,

Hello Stefan,

Hope you're both well.

The player's documents were reviewed over two months ago and one additional document was requested of him by our Banking Department. I will paste the requirements here.

Hi Jared,

Hope that you are well and safe.

Would you please send new selfie holding your ID with all details visible?

We kindly ask for your understanding of these requirements.

We are obliged to protect you and your personal data in order to enable you to play safely and to pay off your winnings in a secure way.

Kind Regards,

Milo

Banking Yabby

The moment the document is provided, the verification can be completed. We will be expecting an email from Jared8583.

Kind Regards,

Yabby Casino Management

Dear all,

Due to the absence of my colleague, I'm now taking over the complaint. I have reviewed the case and would like to ask jaredistiredofthisbs to provide the casino with the above-requested document in order to complete the verification.

Please let me know once you do so. Thank you.

Kind regards,

Tomas

I have given all documentation and still I'm waiting and getting no answer I do not understand why they are taking so long to acknowledge any of my replies but I have given all documentation and now just to be sure I will send a copy again just to make sure but i have sent it multiple times

Dear Yabby Casino,

Can you please confirm if you have received the player's document and inform us once the verification is completed?

Thank you.

Kind regards,

Tomas

Dear jaredistiredofthisbs,

I kindly ask you to provide the casino with the requested document. As you have failed to do so again, please forward the information also to my email address: tomas.k@casino.guru

Please let me know once you do so. Otherwise, we won't be able to proceed further without your cooperation.

Thank you for understanding.

Kind regards,

Tomas

I have sent all required documents I sent a picture of my ID picture of me with my ID and two or three different pictures just to make sure I sent them today yesterday and the day before and they are not responding I do not understand

Dear jaredistiredofthisbs,

I can confirm I have received your documents. However, I'm pretty sure that the problem causes the quality of the photography. Specifically, the ID is blurry, and it's not possible to read all the details.

I recommend you take a new picture with the rear camera of your phone, so the quality should be much more better.

Please follow my instructions and send the photo to the casino one more time. Just make sure the ID won't be blurry, so if you zoom in, all details are visible.

Let me know once you do so. Thank you.

Kind regards,

Tomas

I have sent another and also a few exstra

Dear Yabby Casino,

Can you please confirm if the player's documents are now sufficient in order to complete the verification?

Thank you.

Kind regards,

Tomas

Hello jaredistiredofthisbs,

Hello Tomas.

Hope you're both well.

Please note that our Banking Department has completed the review of the documents you have provided and we are happy to say that your account is now fully verified.

We thank you for your patience and we hope that we will continue our collaboration.

Should you need any additional assistance, please do not hesitate to contact us at any moment.

Kind Regards,

Yabby Casino Management

Dear jaredistiredofthisbs,

Can you please confirm if the matter is now resolved? Thank you.

Kind regards,

Tomas

Everything seem to be going all right I got a messaged saying that my account was verified I went and selected Bitcoin for my withdrawal I put in '98.60 then it says processing everything seemed to be fine then the next time I checked on it all of a sudden my account says it needs to be verified my balance is now $50 and I have no idea what's going on I have not received the money account went back and or is it showing anything but a non-verified account was $50 in it and I'm missing 48 dollars and of right now I have not received any money and do not understand what's going on I gave him my Bitcoin address and gave him my coinbase account information and now I

have nothing and the account is back to say need to be verified also $48 short and says only $50 in the account now

Also they now say that I need new documents to verify my account with the $50 and it only that they have lowered it to after they had said it was verified send me email saying it was verified they had me verified saying I could get the $98 because only I could only get $100 cash out on it cuz I had 300 in it and I knocked $200 off just playing it off real quick just to get down to the hundred waited for 2 months got the verification got everything it looked like it was clear was going through I put the 98 dollars into withdrawal my Bitcoin and then all of a sudden this pops up $50 and then not verified all over again I don't even know what the hell is going on I'm pretty sure it's a scam now their customers customer care agent or whatever the name is is telling me that I can only withdraw 50 now and require a new documents to verify my account before I can cash out

Dear Yabby Casino,

Can you please comment on the issue above? Thank you.

Kind regards,

Tomas

Hello jaredistiredofthisbs,

We hope that you are well.

Please note that the balance of $48.60 was removed as the max cashout from the bonus you are playing with is set to $50.00.

However, as the cashout limit was changed to $50.00 after you have claimed the bonus, we have reimbursed your balance to $98.60 given that the initial cashout limit was set at $100.00.

At the moment, given that you are yet to make your first deposit, in order to finalize your first withdrawal a verification deposit is needed.

A Verification deposit is required to establish the withdrawal method as the method used for the withdrawal must match the deposit method.

The Verification deposit does not have to be wagered and you may withdraw it instantly along with your $98.60 winnings.

Please see the Terms & Conditions, Section 7.2.

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

7.2.d. "Verification deposit is needed prior to any withdrawal been processed from the New Signup Bonus. If verification deposit is not made within 7 days from the date the New Signup Bonus has been received, all winnings and bonus amount will be removed with no prior notice."

Should you need any assistance in making your first deposit, please do not hesitate to contact our Customer Service.

Thank you for your understanding.

Kind Regards,

Yabby Casino Management

Dear jaredistiredofthisbs,

Can you please confirm if you are willing to make a deposit in order to withdraw your winnings? Otherwise, there will be nothing more we can help with.

Kind regards,

Tomas

I made the deposit all things are worked out thank you for your help with this matter

Dear jaredistiredofthisbs,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas