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

I signed up because a friend that used to live at same apartment complex as me told me about this casino. I used a bonus coupon they sent me in my email and followed all the play-through guidelines and came out a winner of $50. After waiting a week for original KYC verification email to run it's course I attempted to contact customer support about it. After several failed attempts to speak with live chat support WITH ABSOLUTELY no response back to my queries at all I just decided to resubmit my documents and see if I would get a response this time. I finally did and it wasn't what I expected. I was informed I had broken casino rules/regulation = 5 USER ACCOUNT

5.1. Opening a User Account

"Each Player is allowed to have one User Account. Should the Casino establish that a Player has opened more than one User Account, the Casino reserves the right to close all Player’s accounts while all possible winnings and bonuses would be considered annulled and void.

They have now voided my funds and again won't respond to queries about how they came to this conclusion.

Dear fallenbabe,

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? Was your account successfully verified in the past?

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 one has opened an account in my name and I don't know about IP I use free public WiFi l just signed up with their bonus code they sent to my Russell which is the reason I was trying to get KYC verification

Thank you, fallenbabe, for your reply. Could you please advise if you deposited any funds into your account or if your winnings were accumulated from a free bonus entirely?

it was a sign up bonus, first time on that site first bonus ever used.

Thank you very much, fallenbabe, 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, fallenbabe,

I am sorry to hear about your situation. 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? Why were the player's winnings voided? 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 or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear Ingrid and Yabby Casino,

Thank you for your response and detailed explanation.

Yes, of course. Could you please provide me with the evidence in question to my email (branislav.b@casino.guru) and let us know here once you send it?

Hello Branislav,

I hope you are all well.

The information requested has been sent to your private e-mail. Should you need any additional information from our side, please do not hesitate to contact us.

Sincerely,

Ingrid

Yabby Casino Management

Greetings all,

I am sorry for the delayed reply.

Thank you, Ingrid and Yabby Casino Team, for your email and the provided data.

Dear fallenbabe,

The provided data confirms Ingrid's claims above. You have registered at the casino with 2 accounts and redeemed no-deposit bonuses on both accounts, which means the casino's Terms and Conditions were breached. Only one welcome bonus (no-deposit bonus) is allowed per player.

If I understand the situation correctly, not even 1 deposit was made on any of these accounts, and the winnings were obtained from only a no-deposit bonus. However, I would like to clarify the situation because it is not clear why you would do it this way, especially if the winnings were obtained on the first account.

Can you please somehow rationally explain how it is possible that when (as you claimed) you don't know about the other account, both accounts mentioned above were registered with the same basic personal information? What was the reason for creating another account?

Dear fallenbabe,

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 reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint.

Thank you very much, Ingrid and Yabby Casino Team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru