The player from Italy had won €135 with a bonus but had not had their account verified despite submitting documents a week prior. The Complaints Team acknowledged the importance of the KYC process and recommended allowing additional time for document review. However, due to a lack of response from the player, the complaint was rejected as further investigation could not be conducted.
Yabby Casino - Player's account verification is delayed.
Amount: €135
Yabby Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 weeks ago
Public
Public
1 month ago
Translation
Hello, I won €135 with a bonus but I sent the documents a week ago and my account still hasn't been verified.
Automatic translation:
Public
Public
1 month ago
Dear dold26,
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.
Therefore, I recommend that you give it a few more days so that the casino has enough time to review your documents. I will leave this complaint open and if there is no development, please let us know and we will intervene.
Thank you in advance for your reply.
Best regards,
Kristina
