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

I had never tried the casino so as a first time customer they gave me the free bonus I met all the criteria with a $50 max cash out I submitted all my documents for verification for ID It took them way longer than they said it was going to take to verify my ID when they finally did verify me on THE DAY THEY VERIFIED ME they told me they had another account that had my IP address that already had a welcome bonus which I said is b******* I did just get the phone 30 days before I signed up for this casino but I was about to deposit and then do my withdrawal and everything they totally f***** me they're full of s*** they're f****** liars I never had an account with yabby I've never even heard of them until I signed up

Dear jcvcloser,

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 verified previously?

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

I would like to emphasize that a simple IP match shouldn't be considered relevant and satisfactory proof of a player having multiple accounts.

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

Dear jcvcloser,

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.

No nobody in my family has used this phone.

Was your account verified previously, please?

Hell no my account was never verified before My email is JC******er@gmail.com My name my number none of that s***'s changed and I won 50 bucks off this bonus that they gave me for free spins to start playing at their casino I put it all the playthrough all the rules and all the s*** they wanted and then I went to get verified... I turned in all the documents that were required and they were supposed to verify me within 5 days I turned it in on the 24th of January they didn't verify me until the 3rd of February and the day they verified me they said oh this qualified my $50 when I was ready to make a qualifying deposit so I could get my money out cuz I understand you have to make a deposit as well at most casinos so f*** these m************ they're full of s***

Thank you very much, jcvcloser, 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 best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear jcvcloser,

I am so sorry to hear about your problem regarding multiple accounts. I will contact the casino and try my best 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 the resolution of this complaint.

Dear Yabby Casino,

Could you please state why the player's accused of multiple accounts? Could you please provide us with the proof? You can 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 jcvcloser,

Hello Stefan,

We hope that you are both well and safe.

Please note that the player's account has been reviewed and the original findings of the Fraud & Risk Department of Yabby Casino has been confirmed.

It has been confirmed that the two accounts have been registered using the same IP address and the same physical address. As Petronela mentioned, IP match alone is not sufficient evidence that multiple accounts have indeed been registered, however, with the physical address match, it is clear evidence of multiple participation.

Of course, should any evidence of the statements be needed, we will send provide them to the Casino Guru representative's personal e-mail address, due to the sensitivity of the data.

The Terms & Conditions of Yabby Casino, that are visible at all times on the official website and that all players agree to upon joining, state that only one welcome bonus is allowed per account, household, or IP address.

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

TERMS APPLIED TO BONUSES AND PROMOTIONS

7.1. Overall Bonus and Promotion Rules

c. "All promotions are limited to one per Player, family, IP Address, address, credit card number, and computer and shared computers (i.e. university, fraternity, school, public library or workplace), unless otherwise previously agreed with the Casino."

e. "The Casino reserves the right to limit the number of bonuses that may be given to a participant, in case if a multiple participation has been allowed."

7.2. New User Welcome Bonus

c. "Only one free chip is credited per person, family, household address, email address, credit card number, and computer and shared computers (for example: university, fraternity, school, public library or workplace)."

We must also emphasize that the player was not immediately denied of his winnings but only after the verification procedure confirmed the suspicions of multiple participation.

Due to the facts explained above, the winnings were voided and the player was informed that in order to continue using the account, a deposit is required.

We hope that the explanation provided clears all doubts about the Casino's decision. Of course, if any information is required, please do not hesitate to contact us again.

Kind Regards,

Lucas Bellingham

Yabby Casino Management

Dear Yabby Casino,

Thank you for your response and the information provided.

Could you please state if both accounts have been credited with non-deposit bonuses? If so, could you please send the evidence to my email address stefan.m@casino.guru?

Thank you very much in advance.

Kind regards,

Stefan

Hello Stefan,

Hope that all is well.

The requested information has been sent to your personal e-mail address.

If any additional information is needed, we are at your disposal.

Kind Regards,

Lucas Bellingham

Yabby Casino Management

Dear jcvcloser,

Do you know if any family members or neighbours play in this casino? There is a matching IP with yours, so you should know about someone who has played in the same casino.

Thank you very much in advance.

I am looking forward to your response.

Kind regards,

Stefan

Dear jcvcloser,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.