Yabby Casino - Player's account has not been verified.

I try to get my account verified I sent in the documents uploaded them to the casino website I also did it through email to the banking team they just will not verify my account I received one email from I'm saying that if I request them withdrawal through cryptocurrencies the account verification process isn't needed and if I have any trouble to contact the support team on the website and I just keep getting the same runaround

Dear Kyle831,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

Yes I sent in a picture of the front and back of my ID and a picture of me holding my ID next to my face they said it would take about five business days and it's been well over 3 weeks

Thank you very much for your reply, Kyle831. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru (in case there is any other than the screenshot attached to your first message)? Alternatively, you can post it here. Thank you in advance.

Here's an update and this is very unfair as well I got an email saying my winnings were removed because I have multiple accounts coming from my IP address which is incorrect I have multiple accounts from multiple casinos but I don't have more than one account with each casino so I have accounts with casino limitless brand go b**** Stars bonus blitz casino extreme where I've gotten my account verified but now casino yabby is looking for whatever reason and excuse not to verify my account and like I said it took them 25-26 business days to come up with this answer I will include a message after this one a screenshot of the email that I received

And when I asked them what other accounts come from my IP address they can't tell me because there is no other account

And right after sent me that email then they sent me this one like it's a joke or something

Thank you very much, Kyle831, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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, Kyle831,

I am sorry to hear about your unpleasant experience. 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?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello Branislav,

Hello Kyle831,

I trust that you are well and safe.

Please note that the account has been reviewed and the decision made by the Fraud & Risk Department was confirmed. Unfortunately, we have noticed that you share the same phone number and IP address as one more user who was already taken advantage of No-deposit bonuses.

According to the Terms & Conditions of Yabby Casino, one bonus is allowed per user, household, IP address, phone number, etc.

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

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."

Branislav, please note that evidence was sent to your personal e-mail address. If any additional information is needed, please let me know.

Kind Regards,

Lucas

Yabby Casino Management

Dear Kyle831,

I was provided with sufficient details/evidence confirming the above-stated.

Since you had enough time to comment on the matter and the casino's explanation but have not taken a chance to do it, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - the data indicates clear signs of multiple accounts and bonus abuse.

The casino acted correctly and in accordance with its terms and conditions.

I am sorry we were not able to help you with this one, but 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.

In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Yabby Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru