Yabby Casino - Player experiences deposit and withdrawal issues.

signed up for Yabby casino and won $51 off a bonus code. When I spoke with support about verification after I got an email saying I did not have a withdrawable bonus, which I do of $51. I was told if I played crypto no verification is needed so I made a 10 min deposit that has yet to be credited to my account. Support then said I can't add money if my balance is above $1 which was never mentioned. So I am now owed $61 and still waiting on verification which has been 5 days and like I said banking sent an email saying my account has no withdrawable balance so they can't verify ehivh is false.

600/5000

Dear britt90wintz,

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. 

Have you been informed what specifically seems to be a problem in verifying your account?

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

No I have not and I understand it is a process but it is not working correctly if they sent an email saying that I don't have a withdrawable balance. Today they did add the $10 deposit that was not added yesterday, but they still have not verified my account and were now a few days past the 3-5 days they said it would take. Thankfully they did credit my $10 deposit today, but as I stated I am still noy verified and I received an email wrongly stating I don't have a withdrawable balance when my balance is $51 with no playthrough left to do so it is withdrawable. Today I played the 10 I deposited but I still kept 51 on the account so it should've been verified. Attached is my current balance and the email I recieved.

Thank you very much, britt90wintz, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you britt90wintz for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Yabby Casino for their help in resolving this complaint. We would like to know how we help resolve this verification issue and help the player withdraw their winnings.

Thank you!

Hello Peter,

Hello britt90wintz,

We trust that you are well.

Please note that the account has been reviewed and as we can see, the account was fully verified on September 6th.

The player had not one, but two subsequent instant withdrawals in value of $50.00 each.

Please let us know if there are any ongoing issues so we may look into them.

Thank you for your understanding and thank you for choosing Yabby Casino.

Kind Regards,

Yabby Casino Management

Dear britt90wintz,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.