Yabby Casino - Player’s struggling to complete account verification.

I won $ on a non deposit code. I have never made a deposit here so they request my ID and a picture of me holding it. So I sent almost a week ago. It says they have chat available, there's no chat button on my account. My friend who showed me to Yabby and this whole scene showed me her account and that she has a chat so why don't I? I have been trying to find out how much longer this account verification will take, but when I send them email, I just get a standard email back that doesn't answer my question. My questions are

1) how much longer do I have to wait account verify?

2) why I not have chat button on my yabby like my friend does? Will I get chat after it's verify?

3) if I deposit bitcoin now will I be able to get my wins that I just won and will me doing that make account verify not be nasscasary?

My friend keeps saying that Yabby is legit, I'm just not see that since they DO NOT EVER answer questions and I can't chat to them and it's been about a week since I gave them info & now they just ghosting me by not answer any questions, because at start their was a Sienna from banking that emailed me back but even when I send emails to hers, I still get basic response. My friend tried to ask them for me about how do I get chat on my account and they told her they wont talk to her about that and I have to contact them! HOW???? That's the problem!!! I keep try to contact yabby but they do not answer question and no chat button for my yabby.

She then told me about youre casino guru & said you help her on issue with another site before, so maybe you can help me?

Dear Scoballi007,

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.

I would suggest that you wait for a few more days (sometimes verification can take up to two weeks). I will keep this complaint open and if there is no development within the next 7 days, please let us know and we will intervene.

Unfortunately, I can't tell you why you are not able to open the live chat, but you should still be able to send emails if necessary.

Lastly, I believe that the best option, for now, would be to wait for the casino's instructions before you make the first deposit.

Thank you in advance for your reply.

Best regards,

Kristina

They forfeited my winnings stating that I had "multiple accounts". Apparently I had another account that had NOT been used since February of 2022!! Since that time, the account that I've used has been the account that I had won on. They also stated that I needed to make a deposit to get my winnings, I had sent them multiple emails asking if I could make a deposit, thinking it would bypass the account verification process that seemed to be taking awhile. They never answered that question, not even ONE time, but now want to say that since I hadn't made a deposit that's why I lose my winnings? I understand that opening multiple accounts is manipulation, however, it seems that they should be able to tell the difference. It's not as if I was going between accounts. When i opened my current account, i had forgotten that i had opened a previous one that hasn't been used in over a year! This just seems to be very petty of them, not to mention that I cannot correspond with them via chat, which makes everything so much more difficult.

I'm including a few of the emails I had sent to them.

Casino Guru, I'm hoping you understand that I had apparently opened an account under an old email address that I very seldom use any more...it looks as if I opened this account early February of 2022 and as far as I can tell, I stopped receiving any emails from Yabby around December of 2022, because apparently there was very little, if any activity at all on that account for several months...to the point they had even stopped marketing me. I thought I was last on that account in February of 2022, but I think I am mistaken in assuming that, however, I do know that by December they no longer considered my account that was associated with that old email address worthy of sending spam to...as the last email I received from them, trying to entice me to "come back as they've missed me as I've been gone for so long and here's 50 free spins....etc..." was in December of 2022. Now I opened the account that I've been frequently playing on, in March of 2023. I do realize that's not very long ago, but there is a time gap from December, the last time Yabby sent email to the old account to March, when I opened the account that's associated with the email I currently use. It just seems rather petty of them to use this as an excuse to not honor their no deposit bonus code because I won on it. I mean, they themselves no longer seemed to think of that older account as active and I definitely forgot about it, as I'm new to online gambling scene and I'm sure I only visited thar site back then less than 10 times. Probably less than 5 times. Plus, when they sent me an email to verify my email address, they never, ever mentioned, "hey, BTW, there seems to be another account under your name associated with another email address that is very similar to your current one and you can only have one." (old one is yahoo while this one is gmail.) Instead, they let me verify the current email address. If I was trying to be, what my friend says they call a "bonus manipulator" by opening another account, I'd like to think I'd at least use an email address that wasn't nearly identical to the previous one! Can you please point all this out to whoever you can talk to there, as I can only send them emails and I only get pre scripted emails back for a response. My friend even tried to ask them to communicate with me and the representative told her he couldn't talk about another person's account with someone else. She was only asking him to let a manager know to please contact me as I had sent several, several, several emails and only prescripted emails came back from them. The representative then, very rudely disconnected the chat session with my friend. Apparently you can see when someone is typing and after he said that he wouldn't talk to her about my account, not even to let a manager know to contact me...he sat for about another minute, as she was typing something back to him and before she was done, he just disconnected the session. She says he could tell she was typing because she can see when they're typing...(she's really wanting me to point out to you how they rudely refused to attempt to contact me, even when directly asked to do so by the only means we had available to us...her chat on her account. Which has nothing to do with mine. She's the one who showed me Yabby and I went to her house to show her I had finally won and everything went from there!

Thank you for your reply, Scoballi007. Do I understand correctly that you are aware of creating more than one account at this casino? Also, do I understand correctly that you accumulated your winnings with a bonus, specifically a free chip (no-deposit bonus)?

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.

Just fyi, I sent my reply to the email kristina.s@casino.guru, which was suggested for me to reply to. Since I haven't gotten any response whatsoever, I just thought I should post on the site, that I sent an email to you, Kristina S.

Although I understand your point of view, a few months between creating two accounts is not long enough period for us to try to persuade the casino that you created the second account by accident and to make an exception for you. I know this situation is unfortunate, but the vast majority of casinos are very strict when it comes to their multiple account policy, and there is not much we could do about it.

Please note we cannot penalize the casino here because it is you who breached one of the most basic rules of online gambling, even if it was by accident. Especially when you also played with bonuses. All casinos consider such practice as bonus abuse in case one player activates bonuses on two separate accounts.

I apologize, but we are not able to proceed with this case under these circumstances.

Due to the aforementioned reasons, 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.