Yabby Casino - Player has been accused of opening multiple accounts.

So these guys are telling me, upon first sign up, that I have multiple accounts and I'm in violation of their ToS. I waited for about 30 minutes for any kind of response to my questions as to how this happened, as I only use one email and phone number. Straight ghosted by support. I have a copy of the transcript. Weirdest encounter I've had with support.

Dear capnHagbard,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus?

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'm the only gambler in the house. It's unlikely anyone else signed up on that site from here, or around here. And I never got to play any bonus, so there's no actual money involved.

Thank you very much, capnHagbard, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, capnHagbard,

I am sorry to hear about your issue. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Yabby Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Yabby Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

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’.

Hello all,

I trust you are doing well,

Please note that we have reviewed the account to find that only one IP similarity can be associated with the IP address and found no other similarities other than the IP address. Curious as that may be, it can happen that players at one point use the same IP address as another user of ours without even knowing.

There are a couple of accounts similar by name and it is possible that our support agent accidentaly misplaced that for one of other more concerning similarities in-between user accounts.

Whatever the case may be, we sincerely apologize for the inconvenience and assure the player that all restrictions have been cleared from their account. Furthermore, we have processed a comp chip as a way to apologize for the inconvenience.

I sincerely hope that this minor setback will not affect your general experience and that you will give us a chance to prove we are amongst the best in the industry!

Best Regards,

Liam

Yabby Casino Management

Greetings all,

Thank you, Liam, for providing the explanation.

Dear capnHagbard,

Can you please confirm that your account and all its features are fully accessible? Is there anything else that I could help you with, or can I consider the complaint resolved?

Dear capnHagbard,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will consider the complaint resolved.

Dear capnHagbard,

Based on the available information, we consider the issue resolved, so we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, Liam and Yabby Casino, for your cooperation.

Best regards,

Branislav, Casino.guru