zdravo Adame,
Verujemo da ste dobro.
Kao što je gore objašnjeno, slučajevi se razlikuju jer je igrač u drugoj pritužbi imao odgovarajuća dokumenta i informacije o računu. Korišćenje VPN-a zapravo nije imalo uticaja na status igrača i naloga.
Zahtev koji je postavio tim za prevaru i rizik bio je da igrač obezbedi neophodna dokumenta koja moraju odgovarati informacijama koje su registrovane na nalogu igrača. Kako je to mogao da uradi, nije bilo prepreka koje bi sprečile dalje korišćenje naloga.
U slučaju koji nam je sada predstavljen, igrač nema odgovarajuće dokumente i informacije o nalogu. Igrač je koristio VPN nakon registracije i registrovana zemlja na nalogu pokazuje da je Luksemburg. Igrač je dao dokumente koji su iz Meksika, koji je dozvoljena zemlja u Iabbi Casinu.
Zbog ovog neslaganja, igrač nije uspeo da verifikuje nalog i nalog je stoga deaktiviran.
Takođe, ni u jednom trenutku se igrač nije raspitivao u ćaskanju uživo o korišćenju VPN-a pre podnošenja dokumenata za verifikaciju. VPN je pokrenut tek nakon što je igrač već počeo da koristi usluge Kazina i u trenutku kada je pokrenuta procedura verifikacije.
U nastavku možete videti transkript razgovora sa našim agentima.
[2023-08-22 ] [Podrška uživo] Dobrodošli u Iabbi Casino, kako vam možemo pomoći?
[2023-08-22 ] [nusmahti] Zdravo
[2023-08-22 ] [Mason] Pozdrav 🙂 Kako mogu biti od pomoći?
[2023-08-22 ] [nusmahti] Želim da izvršim isplatu
[2023-08-22 ] [nusmahti] ali ne mogu u blagajni
[2023-08-22 ] [Mason] Da li dobijate poruku o grešci?
[2023-08-22 ] [Mason] Ako je tako, možete li mi reći šta je to ili napraviti snimak ekrana?
[2023-08-22 ] [Mason] Takođe ćete morati da ostavite iznos bonusa prilikom povlačenja - $404,22
[2023-08-22 ] [nusmahti] vaš nalog zahteva
[2023-08-22 ] [nusmahti] obrazac za verifikaciju naloga
[2023-08-22 ] [Mason] Da biste verifikovali svoj nalog za trenutna povlačenja, morate da otpremite svoje dokumente na https://iabbicasino.com/upload-files?tipe=account. Kada budemo imali sve dokumente u evidenciji, naše odeljenje za bankarstvo će ih pregledati i obavestiti vas što je pre moguće.
[2023-08-22 ] [nusmahti] otpremio sam
[2023-08-22 ] [Mason] Sve što sada treba da uradite je da sačekate. Bićete obavešteni putem e-pošte kada vaš nalog bude verifikovan.
[2023-08-22 ] [nusmahti] u redu
[2023-08-23 ] [Podrška uživo] Dobrodošli u Iabbi Casino, kako vam možemo pomoći?
[2023-08-23 ] [nusmahti] Zdravo
[2023-08-23 ] [Tim] Zdravo i hvala što ste posetili Iabbi!
[2023-08-23 ] [Tim] Kako mogu pomoći?
[2023-08-23 ] [nusmahti] pokušavam da se povučem i ne mogu
[2023-08-23 ] [Tim] Da biste verifikovali svoj nalog za trenutna povlačenja, morate da otpremite svoje dokumente na https://iabbicasino.com/upload-files?tipe=account. Kada budemo imali sve dokumente u evidenciji, naše odeljenje za bankarstvo će ih pregledati i obavestiti vas što je pre moguće. Ovaj proces obično traje do pet radnih dana.
[2023-08-23 ] [nusmahti] verifikovao sam svoj nalog
[2023-08-23 ] [nusmahti] proverite
[2023-08-23 16:19:26] [Tim] Imajte na umu da vaš nalog još uvek nije verifikovan, morate da otpremite svoje dokumente na link iznad
[2023-08-23 16:19:49] [nusmahti] ja sam otpremio i poslao putem e-pošte takođe
[2023-08-23 16:20:25] [Tim] Odlično, naše odeljenje za bankarstvo će pregledati vaše dokumente i obavestiti vas putem e-pošte o procesu verifikacije
[2023-08-23 16:21:22] [nusmahti] imajte na umu da je moja zemlja Meksiko
[2023-08-23 16:22:05] [Tim] Naše odeljenje za bankarstvo će pregledati vaše dokumente što je pre moguće i bićete obavešteni putem e-pošte.
[2023-08-23 16:22:50] [nusmahti] vlada blokira vaš sajt tako da moram da koristim vpn
[2023-08-23 16:24:22] [nusmahti] molim vas obavestite ih
[2023-08-23 16:26:50] [Tim] Imajte na umu da tim za podršku nema uvid u bankarsko odeljenje koje morate da kontaktirate documents@yabbycasino.com
[2023-08-23 16:27:29] [Tim] I obavestite odeljenje za bankarstvo o tome i za sva dalja pitanja
[2023-08-23 16:27:48] [nusmahti] samo promeni moje podatke u Meksiko
[2023-08-23 16:28:34] [Tim] Imajte na umu da za bilo kakve promene na vašem nalogu morate da kontaktirate documents@yabbycasino.com nemamo mogućnost da promenimo bilo šta na vašem nalogu putem ćaskanja uživo
Hvala na razumevanju
[2023-08-23 16:28:48] [nusmahti] u redu hvala
[2023-08-23 16:28:54] [Tim] Nema na čemu
https://iabbicasino.com/terms-and-conditions
9 POLITIKA PRIVATNOSTI
9.5. Igrač prihvata da Kazino može zatražiti kopije određenih dokumenata kako bi potvrdio identitet igrača, kada igrač izvrši povlačenje po prvi put.
a. Kazino zadržava pravo da naknadno zatraži dokumente te vrste, u bilo kom trenutku, kako bi osigurao sigurnost vašeg naloga.
Nadamo se da je dato objašnjenje dovoljno jasno i razumljivo. Naravno, ako su potrebne dodatne informacije, obavestite nas.
Srdačan pozdrav,
Lucas
Iabbi Casino Menadžment
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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