Yabby Casino - Player's experiencing issues with verification.

On 07/31/2023 I played a free bonus winning $50.00 from Yabby Casino which told me that the withdrawal process is within 10min. When I went to withdraw I was told I had to verify my account by sending in my Drivers License from in back including a photo of myself holding it. I did as they requested. I reached out to customer service to check the status of my account and I was told that I did not have to send in documents because I'm withdrawing using Bitcoin. I will be attaching that email with this complaint. So I reached out to customer service and was told something completely different. I've waited longer than 3-5 days just to be verified and yet I'm still clueless on what is going on with my account due to the fact their customer service sucks with no help at all. I just want my winnings in ill will never play at their casino again.

Dear geekn43,

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 verifying your account seems to be the only obstacle standing between you and a successful withdrawal?

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 very much in advance for your reply.

Best regards,

Kristina

Hello, as of now yes the only thing that’s standing in my way of receiving my winnings is my account being verified. I was asked to send in my Drivers License front and back and a picture of me hold my Drivers License. I sent in the required documents a total of 3 times each time I sent in my required documents it said accepted With a message saying it would take 3-5 business days to be verified. Well, it's been almost two weeks and I still don't even have an update on my account. When I contact customer support I receive no help all they tell me is the same generic message it takes 3-5 business and that's all the info they have.

I apologize I left out the date of when I sent in my documents the day I sent them in was 07/28/2023

Well, I'm back I logged into my account at Yabby Casino to see if anything has changed well it did my balance was deleted so I contacted customer support in was told I'm not able to play the free bonus ill have to make a deposit first. Really that's crazy seeing that Yabby Casino sent me the free bonus coupon to play. What did I do wrong that I don't deserve my winnings? On top of that after I asked the customer service what can't I use free bonuses that they sent be they stop replying to me and left me in chat for six minutes without responding back I'm attaching shots with this message. I don't understand why I'm being treated this way it's not ok.

Thank you very much for your reply, geekn43. Before we contact the casino, 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.

Dear geekn43,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.