The player from Italy won 250 euros using free spins but is unable to withdraw due to account verification issues. Despite sending the necessary documents and a selfie multiple times, the withdrawal remains blocked.
Yabby Casino - Player is facing withdrawal delays due to account verification.
Amount: €200
Yabby Casino
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Case opened
Current status
Waiting for player to reply
6d 1h 28m 19s
Case summary
22 hours ago
Public
Public
1 week ago
Translation
I won using 75 free spins, redeemed the winning mode, and now the money is real. However, when I tried to request a withdrawal of 250 euros, it says my account is not verified. I've sent the documents and a selfie, but since then, nothing has happened. I've tried sending the documents multiple times, but it always says I can't withdraw. 😔😔
Automatic translation:
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1 week ago
Dear Pirellone,
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.
- Could you please list which documents you have already provided and when exactly did you send the last one?
- Have you provided all the required documents as soon as possible and in the correct format?
- Have you contacted casino support and asked for assistance? What response have you received?
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,
Tomas
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1 week ago
Translation
Good morning Thomas, first of all, thank you for helping me, I sent the documents last week if I remember correctly or on Monday... with the support in English it is not easy to understand, however I am asked to fill out a verification form that I do not have and was not sent to me😔😔
Automatic translation:
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22 hours ago
Thanks for the explanation.
Can you please post screenshots of what the situation looks like from your point of view?
If you contacted casino support and received any reply or guidance on how to proceed please forward this information to my email at tomas@casino.guru
I'll await your reply.
Pirellone has 6d 1h 28m 19s to reply
