Yabby Casino - Играчът е недоволен от процедурата за проверка на самоличността.

I had first won money through free spins and so I needed to verify my account but in the email they sent me yet said that if I deposited I would not have to do that.

So today I made the deposit, it still says account verification on my cashier and when I ask about it they just says their accounting department has to handle it

Dear xprtygl999x, 

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 checked the casino's Terms and Conditions and this is what I found:

5 USER ACCOUNT

e. In order to provide fast payout, prevent fraudulent actions and secure the safety of all financial transactions, The Casino may request the proof of a Player's identity, address, copies of credit cards, an approval signed purchase history and/or other appropriate documents when withdrawing credits. Should a Player provide false documents or fail to provide any documents whatsoever in the course of the 2 weeks period, the Casino reserves the right to lock the Player's User Account and/or cancel any payout.

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.

9.5.1. 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. These documents usually include:

• The front and back of a Player’s driving license or any other official government-issued photographic identification.
• The Player’s utility bill (for example gas, electricity, water or telephone) with the Player’s name and the address a Player has previously registered with us.
• Statement of the card used or letter of issuing bank.
• The front and back of any credit or debit cards that were used to make a deposit at the Casino.
• Selfie holding your ID, Driver's license or Passport
• Selfie holding your card

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? 

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

Dear xprtygl999x,

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.