Yabby Casino - Player's withdrawal request remains unprocessed.

Hi good day

I've been requesting for a withdrawal for the last month but I didn't receive nothing I'm concerned because I have uploaded all my documents for the recent month since I've won and I didn't receive nothing the people who helped me always said that I need to wait for verification and I haven't received any emails regardless to the payment so I'm wondering if it's legit or not because I'm just wasting my money and my time if so I'm not satisfied with this yabby casino

Hello Fantabanks24,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Yabby Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Well it was on the 24 November when I requested the payment and on the 28 I got a email to confirm my withdraw but I've haven't heard back from them I always chat to them but they just giving me the same story that the progress takes up to 5days and it's parts 5days long time ago

I'm still struggling with a withdrawal on I can't do I withdraw and strangers part off it all it's I use to chat wit them but it looks like the chatting list doesn't work I'm unsure what to do I've resend all my documents but still nothing..im using the id book and not the id card is this Maybe the problem or what because I'm waiting on my I'd card and if so I can send a verified/ certified copy of my ID

Hello Fantabanks24,

I have asked regarding the verification as it is clear that you won't be able to withdraw until the KYC procedure is finished.

Still nothing at all

Thank you Fantabanks24 for all the information provided. I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Fantabanks24,

My name is Michal and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Yabby Casino,

Could you possibly provide additional information regarding the unprocessed withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Hello Michal,

Hello Fantabanks24,

I hope you're well and safe.

Please note that we have reviewed your account and grievance and also reached out to our Fraud & Risk Department to check the status of your Account Verification request.

The Fraud & Risk Department informed us that due to the quality of the submitted photos and the fact that the ID you have provided has been issued over 12 years ago, positive identification, and therefore Account Verification, was not possible.

You have been sent an e-mail with the exact requirements for your Account Verification to be successful:

"17 days ago (Fri, 8 Dec 2023 at 5:53 AM)

To:

*****************@gmail.com

Hi Amber,

Hope that you are well and safe.

Unfortunately, verification of your account is currently not possible, namely, apart from the poor quality of the photos, it is impossible to make a positive identification with a photo ID that was issued more than 12 years ago. Please send a new set of photos with recently issued photo ID , thanks in advance.

Kind Regards,

Milo

Banking Yabby

Your request number: 3854129"

And the following e-mail with the requirements:

"13 days ago (Tue, 12 Dec 2023 at 8:13 AM)

To:

***************@gmail.com

Hi Amber,

Hope that you are well and safe.

It is necessary to send the following:

1.Your government-issued ID, Driver’s License or Passport; 

2. Utility bill not older than 3 months, issued to your name; 

3. Selfie holding ID.  

We kindly ask for your understanding of these requirements. We are obliged to protect you and your personal data in order to enable you to play safely and to pay off your winnings in a secure way.  

Kind Regards,

Milo

Banking Yabby"

Given that none of the requested documents and photos were provided, your account remains unverified.

Thank you for your understanding and should any additional information be required, please let us know.

Kind Regards,

Lucas

Yabby Casino Management

Dear Fantabanks24,

Please proceed in doing the KYC procedure according to the casino's request. We will be waiting to hear from you.

Dear Fantabanks24,

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.