Hej Adam,
Vi stoler på, at du har det godt.
Som forklaret ovenfor adskiller sagerne sig, da spilleren i den anden klagesag havde matchende dokumenter og kontooplysninger. Brugen af VPN havde faktisk ingen effekt på spillerens og kontostatus.
Kravet, som blev stillet af Fraud & Risk-teamet, var, at spilleren skulle levere de nødvendige dokumenter, der skulle matche de oplysninger, der var registreret på spillerens konto. Da han var i stand til at gøre det, var der ingen hindringer, der ville forhindre yderligere kontobrug.
I det tilfælde, der præsenteres for os nu, har spilleren ikke matchende dokumenter og kontooplysninger. Spilleren brugte VPN ved tilmelding, og det registrerede land på kontoen viser sig at være Luxembourg. Spilleren leverede dokumenter, der er fra Mexico, som er et tilladt land på Yabby Casino.
På grund af denne uoverensstemmelse mislykkedes spilleren kontobekræftelsen, og kontoen blev derfor deaktiveret.
Spilleren har heller ikke på noget tidspunkt forespurgt i live chat angående brugen af VPN før indsendelse af verifikationsdokumenterne. Først efter at spilleren allerede er begyndt at bruge kasinoets tjenester, og i det øjeblik verifikationsproceduren blev indledt, blev VPN-en bragt op.
Du kan muligvis se udskriften af chattene med vores agenter nedenfor.
[2023-08-22 ] [Live Support] Velkommen til Yabby Casino, hvordan kan vi hjælpe dig?
[2023-08-22 ] [nusmahti] Hej
[2023-08-22 ] [Mason] Hilsen 🙂 Hvordan kan jeg være behjælpelig?
[2023-08-22 ] [nusmahti] jeg ønsker at foretage udbetaling
[2023-08-22 ] [nusmahti] men jeg kan ikke i kassen
[2023-08-22 ] [Mason] Er der en fejlmeddelelse, du får?
[2023-08-22 ] [Mason] Hvis ja, kan du fortælle mig, hvad det er, eller lave et skærmbillede af det?
[2023-08-22 ] [Mason] Du bliver også nødt til at efterlade bonusbeløbet, når du hæver - $404,22
[2023-08-22 ] [nusmahti] din konto kræver
[2023-08-22 ] [nusmahti] kontobekræftelsesformular
[2023-08-22 ] [Mason] For at bekræfte din konto for øjeblikkelige udbetalinger skal du uploade dine dokumenter til https://yabbycasino.com/upload-files?type=account. Når vi har alle dokumenterne på arkivet, vil vores bankafdeling gennemgå dem og give dig besked så hurtigt som muligt.
[2023-08-22 ] [nusmahti] jeg har uploadet
[2023-08-22 ] [Mason] Alt, der er tilbage at gøre nu, er at vente. Du vil blive informeret via e-mail, når din konto er bekræftet.
[2023-08-22 ] [nusmahti] okay
[2023-08-23 ] [Live Support] Velkommen til Yabby Casino, hvordan kan vi hjælpe dig?
[2023-08-23 ] [nusmahti] Hej
[2023-08-23 ] [Tim] Hej og tak fordi du besøgte Yabby!
[2023-08-23 ] [Tim] Hvordan kan jeg hjælpe?
[2023-08-23 ] [nusmahti] jeg forsøger at trække mig tilbage, og jeg kan ikke
[2023-08-23 ] [Tim] For at bekræfte din konto for øjeblikkelige udbetalinger skal du uploade dine dokumenter til https://yabbycasino.com/upload-files?type=account. Når vi har alle dokumenterne på arkivet, vil vores bankafdeling gennemgå dem og give dig besked så hurtigt som muligt. Denne proces tager normalt op til fem hverdage.
[2023-08-23 ] [nusmahti] Jeg har bekræftet min konto
[2023-08-23 ] [nusmahti] tjek venligst
[2023-08-23 16:19:26] [Tim] Bemærk venligst, at din konto ikke er bekræftet, men du skal uploade dine dokumenter i linket ovenfor
[2023-08-23 16:19:49] [nusmahti] Jeg uploadede og sendte også via e-mail
[2023-08-23 16:20:25] [Tim] Det er fantastisk. Vores bankafdeling vil gennemgå dine dokumenter og informere dig via e-mail om bekræftelsesprocessen
[2023-08-23 16:21:22] [nusmahti] bemærk venligst, at mit land er Mexico
[2023-08-23 16:22:05] [Tim] Vores bankafdeling vil gennemgå dine dokumenter så hurtigt som muligt, og du vil blive underrettet via e-mail.
[2023-08-23 16:22:50] [nusmahti] regeringen blokerer dit websted, så jeg er nødt til at bruge vpn
[2023-08-23 16:24:22] [nusmahti] lad dem det vide
[2023-08-23 16:26:50] [Tim] Bemærk venligst, at supportteamet ikke har indsigt i den bankafdeling, du skal kontakte documents@yabbycasino.com
[2023-08-23 16:27:29] [Tim] Og informer bankafdelingen om det og for yderligere spørgsmål
[2023-08-23 16:27:48] [nusmahti] bare ændre mine oplysninger til mexico
[2023-08-23 16:28:34] [Tim] Bemærk venligst, at for eventuelle ændringer på din konto skal du kontakte documents@yabbycasino.com vi har ikke mulighed for at ændre noget på din konto via live chat
Tak for din forståelse
[2023-08-23 16:28:48] [nusmahti] okay tak
[2023-08-23 16:28:54] [Tim] Du er velkommen
https://yabbycasino.com/terms-and-conditions
9 FORTROLIGHEDSPOLITIK
9.5. Spilleren anerkender, at kasinoet kan bede om visse dokumentkopier for at bekræfte en spillers identitet, når spilleren foretager en udbetaling for første gang.
en. Casinoet forbeholder sig retten til efterfølgende at bede om dokumenter af den slags, når som helst for at sikre din kontos sikkerhed.
Vi håber, at forklaringen er klar og forståelig nok. Giv os selvfølgelig besked, hvis der er behov for yderligere oplysninger.
Med venlig hilsen,
Lucas
Yabby Casino Management
Hello Adam,
We trust that you are well.
As explained above, the cases differ as the player in the other grievance had matching documents and account information. The usage of VPN actually had no effect on the player and account status.
The requirement that was made by the Fraud & Risk team was for the player to provide the necessary documents that must match the information that was registered on the player's account. As he was able to do so, there were no obstacles that would prevent further account usage.
In the case presented to us now, the player does not have matching documents and account information. The player used VPN upon signup and the registered country on the account shows to be Luxembourg. The player provided documents that are from Mexico, which is an allowed country at Yabby Casino.
Due to this mismatch, the player failed account verification and the account was therefore deactivated.
Also, at no point has the player enquired on live chat regarding the usage of VPN prior to submitting the verification documents. Only after the player already started using the Casino's services and at the moment the verification procedure was initiated was the VPN brought up.
You may see the transcript of the chats with our agents below.
[2023-08-22 ] [Live Support] Welcome to Yabby Casino, how can we help you?
[2023-08-22 ] [nusmahti] Hi
[2023-08-22 ] [Mason] Greetings 🙂 How can I be of assistance?
[2023-08-22 ] [nusmahti] i want to make payout
[2023-08-22 ] [nusmahti] but i can't in the cashier
[2023-08-22 ] [Mason] Is there an error message you are geting?
[2023-08-22 ] [Mason] If so can you tell me what it is or make a screenshot of it?
[2023-08-22 ] [Mason] Also you will need to leave the bonus amount when withdrawing - $404.22
[2023-08-22 ] [nusmahti] you account requires
[2023-08-22 ] [nusmahti] account vertification form
[2023-08-22 ] [Mason] To verify your account for Instant Withdrawals you must upload your documents to https://yabbycasino.com/upload-files?type=account. Once we have all of the documents on file, our Banking Department will review them and notify you back as soon as possible.
[2023-08-22 ] [nusmahti] i have uploaded
[2023-08-22 ] [Mason] All that is left to do now is wait. You will be informed via email once your account if verified.
[2023-08-22 ] [nusmahti] okay
[2023-08-23 ] [Live Support] Welcome to Yabby Casino, how can we help you?
[2023-08-23 ] [nusmahti] Hello
[2023-08-23 ] [Tim] Hello and thank you for visiting Yabby!
[2023-08-23 ] [Tim] How may I help?
[2023-08-23 ] [nusmahti] i am trying to withdraw and i can't
[2023-08-23 ] [Tim] To verify your account for Instant Withdrawals you must upload your documents to https://yabbycasino.com/upload-files?type=account. Once we have all of the documents on file, our Banking Department will review them and notify you back as soon as possible. This process usually takes up to five business days.
[2023-08-23 ] [nusmahti] i did verify my account
[2023-08-23 ] [nusmahti] please check
[2023-08-23 16:19:26] [Tim] Please note that your account is not verified yet you have to upload your documents in link above
[2023-08-23 16:19:49] [nusmahti] i did upload and send via email as well
[2023-08-23 16:20:25] [Tim] That's great, Our banking department will review your documents and inform you via email about the verification process
[2023-08-23 16:21:22] [nusmahti] please note that my country is mexico
[2023-08-23 16:22:05] [Tim] Our Banking Department will review your documents as soon as possible and you'll be notified by email.
[2023-08-23 16:22:50] [nusmahti] the govrment block your site so i have to use vpn
[2023-08-23 16:24:22] [nusmahti] please let them know
[2023-08-23 16:26:50] [Tim] Please note that support team doesn't have the insight into the banking department you have to contact documents@yabbycasino.com
[2023-08-23 16:27:29] [Tim] And inform the banking department about that and for any further questions
[2023-08-23 16:27:48] [nusmahti] just change my info to mexico
[2023-08-23 16:28:34] [Tim] Please note that for any changes on your account you have to contact documents@yabbycasino.com we don't have the ability to change anything in your account through live chat
Thank you for your understanding
[2023-08-23 16:28:48] [nusmahti] okay thanks
[2023-08-23 16:28:54] [Tim] You're welcome
https://yabbycasino.com/terms-and-conditions
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.
a. 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.
We hope that the explanation provided is clear and understandable enough. Of course, if any additional information is needed, please do let us know.
Kind Regards,
Lucas
Yabby Casino Management
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