Yabby Casino - Player's account was closed and the winnings were voided due to VPN usage.

Yabby casino refuse to pay me my winnings of $1500 and i will explain now why- in my country Mexico yabbycasino.com is blocked by the government you can't access the website,i went live chat and ask them how can i play in your website ,they guide to use VPN access that's meant when i log in and they will see different country in registration,

i open account with VPN made deposit and won,now casino saying they can't change the country and my account been closed and i will not get my winnings.they allowed in there terms to use VPN.

in brango and extreme and there casino group i am already verified customer why should they act like this?! i had very bad experience with this specific casino. can you please help me regarding this case?

Dear nusmahti,

Thank you very much for submitting your complaint. I'm sorry to hear about your issue with Yabby Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you filled true and correct personal information in your casino profile?

Have you chosen a country of residence in your casino profile yourself? What country did you set?

Have you accumulated your winnings with or without an active bonus?

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

Best regards

Veronika

yes i fill true and correct besides the country because i can't change country when i open the account.

VPN chose me country luxembourg and you can't change any country while you open the account.

my winnings was with no rule bonus, i played 10 a bet and on this end everything is fine.

Regards

Amir

Could you please forward your conversation with the casino where the agent allowed you to use a VPN for registering due to Mexico being a restricted country? My email address is veronika.l@casino.guru. Thank you.

Hi,

i am sorry but i don't have it, how should i have this conversation ? this was random live chat.

Thanks

I apologize but since you have bypassed the ISP block by providing the casino with false information regarding your location, we can not assist you with your problem. Due to this reason, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

We’ve reopened this complaint at the request of nusmahti. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. The player sent us the following email:

Hi,

you close my complaint again yabby casino for the wrong reason.

please look the same issue happened to another player:https://casino.guru/limitless-casino-player-s-withdrawal-request-ignored

I can see an exact case like mine that involved the use of VPN due to the inability to access the site that the casino said clearly VPN is allowed and paid to the player. The casino is Limitless which is the same group of Yabby. They have the exact same terms, rules and payment processor. The limitless case can be found here:

https://casino.guru/limitless-casino-player-s-withdrawal-request-ignored

The player at limitless claimed exactly my claim that live chat offered to use VPN and I kindly ask to reopen the complaint and help me get paid. I didn't try to hide my location or cheat.

Please reopen my case.

Dear nusmahti, I apologize that we previously rejected your complaint. From your comments, it seemed to us that you yourself put the wrong country in your profile. Now that we understand it was chosen automatically by the system, and that a very similar case occurred in the sister casino, we will try to help you resolve this issue one more time. Thank you for your patience and understanding.

I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello nusmahti,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Yabby Casino to join the conversation and participate in the resolution of this complaint.

Dear Yabby Casino,

Can you please provide further information regarding the player's winnings and why they have been denied them?

Kind regards,

Adam

Hello Adam,

Hello nusmahti,

We trust that you are well.

Please note that we have reviewed your account and grievance, along with the link to the similar grievance that was successfully resolved.

The main difference between the cases is the fact that upon registration, you have registered your country as Luxembourg. In the grievance you have brought up, the player's registered information and documents were matching. The only issue that the player encountered was VPN usage after registration which is completely allowed at our Establishment.

We must turn your attention to the fact that VPN usage in order to bypass access restrictions upon registration is not allowed.

Simply put, upon verification, the documents you have provided and the information on your account were not matching and therefore, participation is not allowed.

We are sorry for the inconvenience you have encountered, however, we must strictly abide to the Terms & Conditions in this case.

Thank you for your understanding.

Kind Regards,

Lucas

Yabby Casino Management

Thank you for your response, Lucas and Yabby Casino.

Do I understand correctly that players from Mexico are not allowed to register and play at Yabby Casino, and the player has provided Mexican documentation?

Is there any record of the conversation the player had with the live chat agent?

Kind regards,

Adam

Hi

I didn't try to hide my details or defraud the casino and below I will explain so it will be clear.

1. Mexico is an allowed country in their brands and my account is already documents verified in 2 of their casinos in the group. The documents I sent them match the details otherwise they wouldn't verify my accounts in the group and the documents I sent Yabby also match the details in the account.

The only part which didn't match is the country while I am not the one that chose the country but their system, so if somebody to blame for choosing the wrong country is their system and not me.

The name I wrote the DOB the address the email.. everything matched the documents I sent to support the details.

2. They claimed in their reply that my case is different than the other person case, this is not true, it is the exact same case. They claimed the other player only used VPN but if you read the other person case, he didn't just use VPN but also in his case the country that was chosenby the system was incorrect and the casino used it as an excuse also there to close the account exactly as my case

I hope it made the case clearer, I kindly ask Yabby to pay my winnings. At the time I registered I didn't feel I do anything bad or bad faith and also now I don't feel I did anything bad, I just registered and wanted to play .

Dear Yabby Casino,

This case certainly does appear to be the same as the case mentioned regarding Limitless Casino, I ask you once more to respond to my previous questions to clarify the situation further.

Kind regards,

Adam

Hello Adam,

We trust that you are well.

As explained above, the cases differ as the player in the other grievance had matching documents and account information. The usage of VPN actually had no effect on the player and account status.

The requirement that was made by the Fraud & Risk team was for the player to provide the necessary documents that must match the information that was registered on the player's account. As he was able to do so, there were no obstacles that would prevent further account usage.

In the case presented to us now, the player does not have matching documents and account information. The player used VPN upon signup and the registered country on the account shows to be Luxembourg. The player provided documents that are from Mexico, which is an allowed country at Yabby Casino.

Due to this mismatch, the player failed account verification and the account was therefore deactivated.

Also, at no point has the player enquired on live chat regarding the usage of VPN prior to submitting the verification documents. Only after the player already started using the Casino's services and at the moment the verification procedure was initiated was the VPN brought up.

You may see the transcript of the chats with our agents below.

[2023-08-22 ] [Live Support] Welcome to Yabby Casino, how can we help you?

[2023-08-22 ] [nusmahti] Hi

[2023-08-22 ] [Mason] Greetings 🙂 How can I be of assistance?

[2023-08-22 ] [nusmahti] i want to make payout

[2023-08-22 ] [nusmahti] but i can't in the cashier

[2023-08-22 ] [Mason] Is there an error message you are geting?

[2023-08-22 ] [Mason] If so can you tell me what it is or make a screenshot of it?

[2023-08-22 ] [Mason] Also you will need to leave the bonus amount when withdrawing - $404.22

[2023-08-22 ] [nusmahti] you account requires

[2023-08-22 ] [nusmahti] account vertification form

[2023-08-22 ] [Mason] To verify your account for Instant Withdrawals you must upload your documents to https://yabbycasino.com/upload-files?type=account. Once we have all of the documents on file, our Banking Department will review them and notify you back as soon as possible.

[2023-08-22 ] [nusmahti] i have uploaded

[2023-08-22 ] [Mason] All that is left to do now is wait. You will be informed via email once your account if verified.

[2023-08-22 ] [nusmahti] okay

[2023-08-23 ] [Live Support] Welcome to Yabby Casino, how can we help you?

[2023-08-23 ] [nusmahti] Hello

[2023-08-23 ] [Tim] Hello and thank you for visiting Yabby!

[2023-08-23 ] [Tim] How may I help?

[2023-08-23 ] [nusmahti] i am trying to withdraw and i can't

[2023-08-23 ] [Tim] To verify your account for Instant Withdrawals you must upload your documents to https://yabbycasino.com/upload-files?type=account. Once we have all of the documents on file, our Banking Department will review them and notify you back as soon as possible. This process usually takes up to five business days.

[2023-08-23 ] [nusmahti] i did verify my account

[2023-08-23 ] [nusmahti] please check

[2023-08-23 16:19:26] [Tim] Please note that your account is not verified yet you have to upload your documents in link above

[2023-08-23 16:19:49] [nusmahti] i did upload and send via email as well

[2023-08-23 16:20:25] [Tim] That's great, Our banking department will review your documents and inform you via email about the verification process

[2023-08-23 16:21:22] [nusmahti] please note that my country is mexico

[2023-08-23 16:22:05] [Tim] Our Banking Department will review your documents as soon as possible and you'll be notified by email.

[2023-08-23 16:22:50] [nusmahti] the govrment block your site so i have to use vpn

[2023-08-23 16:24:22] [nusmahti] please let them know

[2023-08-23 16:26:50] [Tim] Please note that support team doesn't have the insight into the banking department you have to contact documents@yabbycasino.com

[2023-08-23 16:27:29] [Tim] And inform the banking department about that and for any further questions

[2023-08-23 16:27:48] [nusmahti] just change my info to mexico

[2023-08-23 16:28:34] [Tim] Please note that for any changes on your account you have to contact documents@yabbycasino.com we don't have the ability to change anything in your account through live chat 

Thank you for your understanding

[2023-08-23 16:28:48] [nusmahti] okay thanks

[2023-08-23 16:28:54] [Tim] You're welcome

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

9 PRIVACY POLICY

9.5. The Player acknowledges that the Casino may ask for certain document copies to verify the identity of a Player, once the Player makes a withdrawal for the first time.

a. The Casino reserves the right to subsequently ask for documents of that kind, at any time, in order to ensure the security of your account.

We hope that the explanation provided is clear and understandable enough. Of course, if any additional information is needed, please do let us know.

Kind Regards,

Lucas

Yabby Casino Management

Hi Lucas,

please take the time to check that the other player the system chose United States and documents where from Thailand ,in my case system chose Luxembourg and documents are from Mexico.

the problem is with your system not me not with the other player and not with the complaint.

i trust this can solve the issue.

Thanks

Hello Lucas and Yabby Casino,

Thank you for your response, but as the player stated, in the other complaint it seems that the player registered using a US VPN and was actually from Thailand, so if Mexico is not a restricted country I fail to understand the difference here.

Kind regards,

Adam

Hello Adam,

Hello nusmahti,

In the other grievance, the player's registered country was Thailand as well as the documents that were provided. The player only used US VPN at some point after registration and thought that it could be an issue and, as explained, it presents no issue at all.

Once again, the problem here is that the registered country on your account does not match the documents you provided. The registration system has no irregularities.

Please let us know if further explanation is needed.

Kind Regards,

Lucas

Yabby Casino Management

This is not true,the player from Thailand in the other complain could not choose Thailand as country at registration process from the same reason I could not choose Mexico as a country. it is written in complain as you can read below:

"The player from Thailand was advised to use VPN due to access issues, which led to a deposit under a USA IP. After winning $1,500, he attempted to update his country for withdrawal but has been denied by the casino."

Hello Lucas and Yabby Casino.

Thanks for clarifying the situation. Can I ask if the player is required to enter a country when registering? Or is it automatically assigned according to the IP address?

Kind regards,

Adam

Hello Adam,

Hope you're well.

Upon registration, the country is automatically assigned to the account according to the player's IP address.

Therefore, by using a VPN at the moment of registration, the player could not have the correct country registered on the account and the Verification documents are therefore not matching.

Kind Regards,

Lucas

Yabby Casino Management

Allowing VPN but let the system choose the country and then refuse to change it . Lose lose situation to the player. If he lose goodbye to the money if he wins also goodbye to the money. Every casino should allow VPN this way.

Hello Yabby Casino,

I appreciate that the player has used the vpn when registering, but it does not appear that it is because they are trying to play from a restricted country. Can you explain why the player had issues accessing the casino from the Mexico IP? Is the block in place by the casino for some reason?

Kind regards,

Adam

Dear Yabby Casino,

Further to my previous question regarding the block, I would also like to ask if the player has indeed been verified at sister brands of Yabby Casino as they have stated?

Kind regards,

Adam

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 Adam,

Hello nusmahti,

We hope that you are well and safe.

Please accept our apologies for the delayed reply.

The account was reviewed once again and the Fraud & Risk team has matched the information in our partner casinos and we have confirmed that on the Yabby Casino account, the only difference is the registered country.

We would like to emphasize that Account Verification is taken extremely seriously and in order for our Fraud & Risk team to successfully verify an account, there can be zero information mismatch or uncertainty of any kind.

Nonetheless, as Adam pointed out, due to the fact that all other information is matching in our partner casinos, there was enough room for an exception. Nusmahti, please note that your account is now verified and your winnings have been reimbursed. Also, please note that the bonus amount of $404.22 was removed from the winnings and the remaining balance can now be withdrawn.

We hope that you find the resolution satisfactory and that we may continue with our relationship with mutual benefit.

Thank you for your understanding and patience.

Kind Regards,

Lucas

Yabby Casino Management

Hi Adam,

i can confirm my account was reopen and payout was paid in full!

Thank you for your amazing help 🙂 🙂

Thank you for your understanding, Yabby Casino, and thank you for your confirmation nusmahti.

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, nusmahti, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate 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,

Adam

Casino.Guru