The player from the United States had requested a $50 withdrawal 6 weeks ago after using a free chip. Despite submitting the required KYC documents, the casino hadn’t processed the withdrawal and had only responded with runaround emails for almost 2 weeks. The player had submitted the necessary documents promptly, but without confirmation from the casino. After the Complaints Team intervened, the player's identity was verified, and the withdrawal was processed successfully. The complaint was marked as resolved.
Yabby Casino - Player’s verification has been delayed.
Amount: $50
Yabby Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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4 months ago
I received an email from the casino indicating that I had a free chip valued at $110. I logged into the casino and claimed my free chip. I then proceeded to play through all of the requirements and was notified that I could cash out $50. I then proceeded to the withdraw page and was informed I needed to submit documents for KYC, which I immediately did. Since then I've sent numerous emails to customer service and only received runaround emails in return. This has been almost 2 weeks now dealing with this.
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4 months ago
Dear jswright63957,
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.
Could you please advise which documents you have already provided and when exactly did you send the last one?
Have you provided all the required documents as soon as possible and in the correct format?
Have any of your documents been approved yet? Have any of them been rejected?
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,
Veronika
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4 months ago
I provided front and back photos of my current and valid driver's license along with a picture of myself holding that driver's license, just like I was asked to. I believe the first day I uploaded the pics was on July 18th, 2024 and the last day was again yesterday, July 29th, 2024.
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4 months ago
I haven't received any communication from the casino as to the approval of my documents. Also I submitted them within 15 minutes of be notified that I needed to.
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4 months ago
Great news I received an email this morning informing me that my identity was verified and my withdrawal request would be paid. I was able to receive my payment about 2 hours ago. Thank you for all your help and thanks to Yabby Casino as well, it is greatly appreciated!!
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4 months ago
Dear jswright63957,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
