Yabby Casino - Player’s account closed after withdrawal attempt.

I have been playing at Yabby for a while and have successfully withdrawn several times. This last time I tried to withdraw they suddenly asked for verification although it clearly states in the rules no verification needed if play with crypto. Furthermore I have withdrawal over 10 times before. I submitted my documents and I emailed them asking for an explanation and they closed my account

Dear jaimeandujojr,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do I understand correctly that $50 is being held in your casino account?
• Did you accumulate your winnings with or without an active bonus?
• Have you received any confirmation regarding successful verification?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

The $50 was won using a free chip they gave me for being a depositing player. No they closed my account and never verified my documents that I sent for verification. They closed it because I was asking why they wanted verification suddenly and not for the several times before I was withdrawn from both deposits and bonuses

Thank you very much for your reply, jaimeandujojr. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I emailed you

Thank you very much, jaimeandujojr, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello jaimeandujojr,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Yabby Casino to join the conversation.

Dear Yabby Casino,

Could you please clarify why the player's account was closed despite providing verification documents, especially when there were no previous withdrawal issues?

They are too proud and ignorant! What is hilarious is that I have accounts at other casinos in which I deposit and withdrawal without any issues. Maybe they hate me because I am of Palestinian decent?! Since there is no excuse for this behavior or harassment from them

Hi Inzane1991,

Hi Michal,

I hope this message finds you well and safe.

Upon reviewing the player`s account and the email correspondence with us, it has come to our attention that the banking department requested account verification on April 1st due to suspicious transactions associated with the player`s account.

As per our Terms and Conditions (https://yabbycasino.com/terms-and-conditions), Section 5.1.e outlines our policy regarding account verification and withdrawal procedures to ensure the security of financial transactions. The Casino may request proof of a player's identity, address, copies of credit cards, and other appropriate documents to prevent fraudulent actions and ensure the safety of all transactions.

On April 7th, the player won $50 from a free chip, which was the maximum cashout limit from that particular offer. However, since the banking department had locked the withdrawal option for this player until account verification was completed, the player contacted us via live chat on the same day to request unlocking the withdrawal option. Our chat agent informed the player about the necessary account verification process to clear any suspicions found for his account.

Subsequently, in further chat conversations, the player claimed to have provided the required documents and demanded immediate verification of his account. Despite our request for patience until the banking department completed the verification process, the player threatened self-harm in emails sent to our management on the same day if his account was not verified within 20 minutes of the last email.

In accordance with the Casino rules, any threat of self-harm obligates us to permanently close the account. Therefore, the attending manager promptly closed the account after receiving those emails.

While this situation could have been resolved easily by allowing time for account verification, the player's refusal to comply, and made the threats of self-harm left us with no choice but to prioritize the safety and well-being of the individual.

Unfortunately, the account cannot be reopened. However, if you, Michal, have any advice regarding this delicate situations, please do not hesitate to contact us. We are always open to cooperation and improving our approach to handling such matters.

Thank you for your understanding.

Kind Regards

Daniel Moore 

Yabby Casino Management

Also, Michal I am providing you with the messages from the player. Due to their sensitive nature, we prefer not to make these messages visible to the public.

I take full responsibility for the emails that were sent. However, I want to clarify that my intention was not to make threats of self-harm but rather to express frustration and urgency in resolving the account verification process. I understand now that my words may have been misconstrued, and I apologize for any distress they may have caused. Moving forward, I am willing to cooperate fully and adhere to the policies and procedures of the casino.

Dear Inzane1991,

While I understand your frustration regarding the additional verification process, it's important to note that conducting such checks when there's suspicion on an account is a standard practice in many casinos. These verifications may take some time, and the player's cooperation and patience are crucial in such situations. It's unacceptable to intimidate the casino team, and such behavior almost always (like in your case) results in the closure of the player's account. Please understand that this approach won't lead to a successful resolution in any casino, and I strongly advise against it.

Regarding your winnings of $50, if your account successfully passed the verification, you should theoretically be entitled to receive them. However, given the circumstances, the decision to pay out this amount lies with the casino team.

Dear Daniel / Yabby Casino,

Thank you for your response. I understand that the behavior exhibited by the player was unacceptable and you have the right to close the player's account. However, I would appreciate clarification on whether the account verification process was successful. If it was, could you please reconsider paying the player the $50 as a final resolution to this issue?

I apologize for any frustration my actions may have caused. I understand now the importance of the verification process and the need for cooperation. I regret my behavior and hope for a chance to rectify the situation with the casino team. This is very shameful of my part so I do understand if my account is not able to be reactivated.

Hi Michal,

Hi Inzane1991,

I trust this message finds you in good health and safety.

Regrettably, as per our previous correspondence, your account will remain permanently closed due to the reasons previously outlined. However, in response to Michal's request for reconsideration, we have decided to approve the withdrawal of $50 in winnings from the free chip. Additionally, our banking department has reviewed and accepted the documents that the player provided.

Kindly, Inzane1991, reach out to us at pitboss@yabbycasino.com and furnish us with the crypto address to which you would like us to send the $50 winnings.

We appreciate your cooperation and understanding.

Warm regards,

Daniel Moore

Yabby Casino Management

I understand and I know I have brought this upon myself. Life has consequences for our actions. I want to thank casinoguru for helping me and for not denying to assist me despite having every reason to do so.

Dear Daniel / Yabby Casino,

Thank you for taking the time to reconsider. This demonstrates your dedication to fairness and transparency in your operations, which aligns well with our goal of promoting a fair gaming experience in the industry.

Dear Inzane1991,

As stated in my earlier message, the Yabby team has followed their terms and conditions, and reopening your account isn't feasible for clear reasons. Nonetheless, I consider the payment of the $50 from the no-deposit bonus to be a fair and adequate resolution to this unfortunate situation.

Please contact casino support at pitboss@yabbycasino.com and provide them with your crypto address for the payout processing. Once you receive the funds, please let me know.

Received

Dear Inzane1991,

Thank you for the confirmation. Can we consider your complaint resolved or is there anything else we can assist you with?

Dear jaimeandujojr,

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.

Resolved

Dear jaimeandujojr,

Thank you for the confirmation.

As the complainant confirmed that they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru