Yabby Casino - Играчът изпитва затруднения с верификацията на своя акаунт.

I submitted my verification documents a week ago and I still haven't heard anything from their Banking department. I keep on getting the same generic replies from their support essentially saying "wait longer". From my experience with other establishments, I've never had to wait this long for a verification to be completed. Especially over such a small and trivial amount ($103). Any help in this matter would be appreciated.

Dear wachipak, 

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. 

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

I already submitted all the required documents on you website on 5/10/2023.

This is all docs I submitted.

KYC Verification:

1. front side of My ID.

2. back side of the same ID.

3. a selfie of me holding the same ID.

Kindly help check and review them.

Thank you

Hi Veronika

I got this message from the banking department. They said:

Hello,

Hope that you are well and safe.

Your data from the documents you sent does not match the data from your account

Please upload valid documents so we can finish the verification process.

Thank you for your patience and understanding.

Kindest regards,

Yabby Banking

All my data is same as your system such as:

- My name

- My address

etc.

And I also sent the proof of my ID which has my address. All is correct. Kindly help check and review what i sent to you, please. I do not want to raise my complaint any more. Please help me to resolve this issue. Any help in this matter would be appreciated.

Dear wachipak,

Could you please forward the documents you sent to the casino to veronika.l@casino.guru? Also, kindly send me the screenshot of your casino profile with your personal data visible.

Hi

I already forward you the email and attached all documents to proof it

Kindly help me solve this issue, please.

Thank you so much

Thank you very much for your emails. Please be aware that casinos often require translated documents, and this is not an uncommon practice. If you have been requested to submit an English version of your documents, kindly have them officially translated and furnish them to the casino at your earliest convenience.

It's important to note that the availability of a Thai version of the casino website doesn't automatically imply that documents in the Thai language will be accepted. It is a common practice to request translated versions of personal documents from players who do not have them in Latin script.

Dear wachipak,

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.

Hi

All issue about account verification is resolved. They reviewed and appoved my account. All supports are friendly even they look like a robot. 8 out of 10 I will rate the casino. Thank you YB

Dear wachipak, I am glad your account was verified. Have you received your withdrawal as well? May we close this complaint or is there anything else I can help you with? Please let me know.

Sure! 😊😊😊

Thank you so much

Dear wachipak,

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