NaslovnaPritužbeYabby Casino - Nalog igrača je zatvoren nakon pokušaja povlačenja.
Yabby Casino - Nalog igrača je zatvoren nakon pokušaja povlačenja.
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Yabby Casino
Index sigurnosti:Visok
Sigurnosni indeks
Kazina sa visokim indeksom sigurnosti obično imaju veliki broj posetilaca i mali broj nerešenih pritužbi. Igrači mogu očekivati da će igrati sigurno i da će prema njima dobro postupati u kazinima sa visokim indeksom sigurnosti.
Poslato:
07/04/2024
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Rešeno : 30/04/2024
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The player from California had his account closed when he tried to make a withdrawal. The player's winnings of $50 had been accumulated using a free chip. The casino had required verification, which was a new requirement as previous withdrawals had been made without it. The player had sent verification documents, but the casino had closed the account before verification was completed. The casino had cited the reason for closure as 'threats of self-harm' made by the player in emails. The player had apologized for his behavior and expressed a willingness to cooperate. We, the Complaints Team, had requested the casino to clarify the account verification status and reconsider paying the $50 if verification was successful. The casino confirmed that the account would remain closed but agreed to pay the $50 winnings. The player confirmed receipt of the funds, thus resolving the complaint.
Igraču iz Kalifornije je zatvoren račun kada je pokušao da podigne novac. Dobitak igrača od 50 dolara je akumuliran korišćenjem besplatnog čipa. Kazino je zahtevao verifikaciju, što je bio novi zahtev jer su prethodna povlačenja vršena bez nje. Igrač je poslao dokumente za verifikaciju, ali kazino je zatvorio račun pre nego što je verifikacija završena. Kazino je razlog zatvaranja naveo kao „pretnje samopovređivanja“ koje je igrač uputio u mejlovima. Igrač se izvinio za svoje ponašanje i izrazio spremnost za saradnju. Mi, Tim za žalbe, zatražili smo od kazina da pojasni status verifikacije naloga i da ponovo razmotri plaćanje 50 dolara ako je verifikacija bila uspešna. Kazino je potvrdio da će račun ostati zatvoren, ali je pristao da isplati 50 dolara dobitka. Igrač je potvrdio prijem sredstava i tako rešio prigovor.
Već neko vreme igram u Iabbi-u i nekoliko puta sam se uspešno povlačio. Poslednji put kada sam pokušao da se povučem, iznenada su tražili verifikaciju iako u pravilima jasno stoji da nije potrebna verifikacija ako se igra sa kriptovalutom. Štaviše, ranije sam imao povlačenje preko 10 puta. Podneo sam svoja dokumenta i poslao sam im e-poštu tražeći objašnjenje i zatvorili su moj nalog
I have been playing at Yabby for a while and have successfully withdrawn several times. This last time I tried to withdraw they suddenly asked for verification although it clearly states in the rules no verification needed if play with crypto. Furthermore I have withdrawal over 10 times before. I submitted my documents and I emailed them asking for an explanation and they closed my account
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaš problem. Dozvolite mi da vam postavim nekoliko pitanja, kako bih u potpunosti razumeo celu situaciju.
Da li sam dobro razumeo da se 50 dolara drži na vašem kazino nalogu?
Da li ste akumulirali svoje dobitke sa ili bez aktivnog bonusa?
Da li ste dobili neku potvrdu o uspešnoj verifikaciji?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala vam unapred na odgovoru.
Srdačan pozdrav,
Kristina
Imajte na umu: u Casino.Guru nikada ne tražimo lozinku za vaš kazino nalog. Iako možemo tražiti informacije, nikada ne tražimo pristup vašem nalogu. Uzdržite se od deljenja lozinke sa bilo kojom trećom stranom. Mi prvenstveno komuniciramo putem zvaničnih niti, povremeno putem e-pošte radi traženih pratećih dokaza ili relevantne komunikacije.
Dear jaimeandujojr,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Do I understand correctly that $50 is being held in your casino account?
Did you accumulate your winnings with or without an active bonus?
Have you received any confirmation regarding successful verification?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
$50 je osvojeno korišćenjem besplatnog čipa koji su mi dali jer sam deponovao igrač. Ne, zatvorili su moj nalog i nikada nisu verifikovali moje dokumente koje sam poslao na verifikaciju. Zatvorili su ga jer sam pitao zašto žele verifikaciju iznenada, a ne nekoliko puta pre nego što sam povučen i sa depozita i sa bonusa
The $50 was won using a free chip they gave me for being a depositing player. No they closed my account and never verified my documents that I sent for verification. They closed it because I was asking why they wanted verification suddenly and not for the several times before I was withdrawn from both deposits and bonuses
Hvala vam puno na odgovoru, jaimeandujojr. Možete li proslediti svu relevantnu komunikaciju između vas i kazina na kristina.s@casino.guru ? Alternativno, možete ga objaviti ovde. Hvala unapred.
Thank you very much for your reply, jaimeandujojr. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
Hvala vam puno, jaimeandujojr, na saradnji. Sada ću preneti vašu žalbu kolegi Mihalu ( michal.k@casino.guru ) koji će vam biti na usluzi. Želim vam puno sreće i nadam se da će problem biti rešen na vaše zadovoljstvo u bliskoj budućnosti.
Thank you very much, jaimeandujojr, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Ja sam Mihal i preuzeo sam vašu žalbu. Pregledao sam ovaj slučaj i kontaktiraću kazino da rasvetlim ovu stvar.
Želeli bismo da pozovemo Iabbi Casino da se pridruži razgovoru.
Dragi Iabbi Casino,
Možete li, molim vas, pojasniti zašto je račun igrača zatvoren uprkos davanju dokumenata za verifikaciju, posebno kada nije bilo prethodnih problema sa povlačenjem?
Hello jaimeandujojr,
I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.
We would like to invite Yabby Casino to join the conversation.
Dear Yabby Casino,
Could you please clarify why the player's account was closed despite providing verification documents, especially when there were no previous withdrawal issues?
Previše su ponosni i neuki! Ono što je urnebesno je to što imam račune u drugim kockarnicama na kojima bez problema uplaćujem i povlačim. Možda me mrze zato što sam palestinskog porekla?! Pošto za ovakvo ponašanje ili uznemiravanje od njih nema opravdanja
They are too proud and ignorant! What is hilarious is that I have accounts at other casinos in which I deposit and withdrawal without any issues. Maybe they hate me because I am of Palestinian decent?! Since there is no excuse for this behavior or harassment from them
Nadam se da će vas ova poruka naći dobro i bezbedno.
Nakon pregleda naloga igrača i mejl prepiske sa nama, primetili smo da je bankarsko odeljenje zatražilo verifikaciju računa 1. aprila zbog sumnjivih transakcija povezanih sa računom igrača.
U skladu sa našim Uslovima i odredbama (https://iabbicasino.com/terms-and-conditions), odeljak 5.1.e opisuje našu politiku u vezi sa verifikacijom naloga i procedurama povlačenja kako bi se osigurala sigurnost finansijskih transakcija. Kazino može zatražiti dokaz identiteta igrača, adresu, kopije kreditnih kartica i druge odgovarajuće dokumente kako bi spriječio lažne radnje i osigurao sigurnost svih transakcija.
7. aprila, igrač je osvojio 50 dolara iz besplatnog čipa, što je bilo maksimalno ograničenje za isplatu iz te ponude. Međutim, pošto je odeljenje za bankarstvo zaključalo opciju povlačenja za ovog igrača dok se ne završi verifikacija računa, igrač nas je kontaktirao putem ćaskanja uživo istog dana da zatraži otključavanje opcije povlačenja. Naš agent za ćaskanje je obavestio igrača o neophodnom procesu verifikacije naloga da bi se otklonile sve sumnje koje su pronađene za njegov nalog.
Nakon toga, u daljim razgovorima u ćaskanju, igrač je tvrdio da je dao potrebna dokumenta i zahtevao hitnu verifikaciju svog naloga. Uprkos našem zahtevu za strpljenje dok bankarsko odeljenje ne završi proces verifikacije, igrač je pretio samopovređivanjem u imejlovima poslatim našem menadžmentu istog dana ako njegov nalog ne bude verifikovan u roku od 20 minuta od poslednje e-pošte.
U skladu sa pravilima Kazina, svaka pretnja samopovređivanjem obavezuje nas da trajno zatvorimo račun. Stoga je prisutni menadžer odmah zatvorio nalog nakon što je primio te e-poruke.
Iako se ova situacija mogla lako rešiti davanjem vremena za verifikaciju naloga, igračevo odbijanje da se povinuje i pretnje samopovređivanjem nisu nam ostavili drugog izbora osim da damo prioritet bezbednosti i dobrobiti pojedinca.
Nažalost, nalog se ne može ponovo otvoriti. Međutim, ako vi, Mihal, imate bilo kakav savet u vezi sa ovom delikatnom situacijom, ne ustručavajte se da nas kontaktirate. Uvek smo otvoreni za saradnju i unapređenje našeg pristupa rešavanju ovakvih stvari.
Hvala na razumevanju.
Srdačan pozdrav
Daniel Moore
Iabbi Casino Menadžment
Takođe, Mihal, dostavljam vam poruke od igrača. Zbog njihove osetljive prirode, radije ne činimo ove poruke vidljivim javnosti.
Hi Inzane1991,
Hi Michal,
I hope this message finds you well and safe.
Upon reviewing the player`s account and the email correspondence with us, it has come to our attention that the banking department requested account verification on April 1st due to suspicious transactions associated with the player`s account.
As per our Terms and Conditions (https://yabbycasino.com/terms-and-conditions), Section 5.1.e outlines our policy regarding account verification and withdrawal procedures to ensure the security of financial transactions. The Casino may request proof of a player's identity, address, copies of credit cards, and other appropriate documents to prevent fraudulent actions and ensure the safety of all transactions.
On April 7th, the player won $50 from a free chip, which was the maximum cashout limit from that particular offer. However, since the banking department had locked the withdrawal option for this player until account verification was completed, the player contacted us via live chat on the same day to request unlocking the withdrawal option. Our chat agent informed the player about the necessary account verification process to clear any suspicions found for his account.
Subsequently, in further chat conversations, the player claimed to have provided the required documents and demanded immediate verification of his account. Despite our request for patience until the banking department completed the verification process, the player threatened self-harm in emails sent to our management on the same day if his account was not verified within 20 minutes of the last email.
In accordance with the Casino rules, any threat of self-harm obligates us to permanently close the account. Therefore, the attending manager promptly closed the account after receiving those emails.
While this situation could have been resolved easily by allowing time for account verification, the player's refusal to comply, and made the threats of self-harm left us with no choice but to prioritize the safety and well-being of the individual.
Unfortunately, the account cannot be reopened. However, if you, Michal, have any advice regarding this delicate situations, please do not hesitate to contact us. We are always open to cooperation and improving our approach to handling such matters.
Thank you for your understanding.
Kind Regards
Daniel Moore
Yabby Casino Management
Also, Michal I am providing you with the messages from the player. Due to their sensitive nature, we prefer not to make these messages visible to the public.
Preuzimam punu odgovornost za poslate mejlove. Međutim, želim da pojasnim da moja namera nije bila da pretim samopovređivanjem, već da izrazim frustraciju i hitnost u rešavanju procesa verifikacije naloga. Sada razumem da su moje reči možda pogrešno protumačene i izvinjavam se za svu nevolju koju su možda izazvale. Idući dalje, spreman sam da u potpunosti sarađujem i da se pridržavam politike i procedura kazina.
I take full responsibility for the emails that were sent. However, I want to clarify that my intention was not to make threats of self-harm but rather to express frustration and urgency in resolving the account verification process. I understand now that my words may have been misconstrued, and I apologize for any distress they may have caused. Moving forward, I am willing to cooperate fully and adhere to the policies and procedures of the casino.
Iako razumem vašu frustraciju u vezi sa dodatnim procesom verifikacije, važno je napomenuti da je sprovođenje takvih provera kada postoji sumnja na nalog standardna praksa u mnogim kockarnicama. Ove provere mogu potrajati, a saradnja i strpljenje igrača su ključni u takvim situacijama. Neprihvatljivo je zastrašivanje kazino tima, a takvo ponašanje skoro uvek (kao u vašem slučaju) rezultira zatvaranjem računa igrača. Imajte na umu da ovaj pristup neće dovesti do uspešnog rešenja ni u jednom kazinu, i ja vam ga ne savetujem.
Što se tiče vaših dobitaka od 50 dolara, ako je vaš nalog uspešno prošao verifikaciju, teoretski bi trebalo da imate pravo da ih primite. Međutim, s obzirom na okolnosti, odluka o isplati ovog iznosa leži na kazino timu.
Dragi Daniel / Iabbi Casino,
Hvala na odgovoru. Razumem da je ponašanje igrača bilo neprihvatljivo i imate pravo da zatvorite nalog igrača. Međutim, bio bih zahvalan za pojašnjenje da li je proces verifikacije naloga bio uspešan. Ako jeste, možete li ponovo razmisliti o tome da platite igraču 50 dolara kao konačno rešenje za ovaj problem?
Dear Inzane1991,
While I understand your frustration regarding the additional verification process, it's important to note that conducting such checks when there's suspicion on an account is a standard practice in many casinos. These verifications may take some time, and the player's cooperation and patience are crucial in such situations. It's unacceptable to intimidate the casino team, and such behavior almost always (like in your case) results in the closure of the player's account. Please understand that this approach won't lead to a successful resolution in any casino, and I strongly advise against it.
Regarding your winnings of $50, if your account successfully passed the verification, you should theoretically be entitled to receive them. However, given the circumstances, the decision to pay out this amount lies with the casino team.
Dear Daniel / Yabby Casino,
Thank you for your response. I understand that the behavior exhibited by the player was unacceptable and you have the right to close the player's account. However, I would appreciate clarification on whether the account verification process was successful. If it was, could you please reconsider paying the player the $50 as a final resolution to this issue?
Izvinjavam se zbog bilo kakve frustracije koju mogu izazvati moji postupci. Sada razumem važnost procesa verifikacije i potrebu za saradnjom. Žao mi je zbog svog ponašanja i nadam se šansi da popravim situaciju sa kazino timom. Ovo je veoma sramotno sa moje strane, tako da razumem ako moj nalog nije u mogućnosti da se ponovo aktivira.
I apologize for any frustration my actions may have caused. I understand now the importance of the verification process and the need for cooperation. I regret my behavior and hope for a chance to rectify the situation with the casino team. This is very shameful of my part so I do understand if my account is not able to be reactivated.
Verujem da će vas ova poruka naći u dobrom zdravlju i bezbednosti.
Nažalost, prema našoj prethodnoj prepisci, vaš nalog će ostati trajno zatvoren iz razloga koji su prethodno navedeni. Međutim, kao odgovor na Michalov zahtev za ponovno razmatranje, odlučili smo da odobrimo povlačenje 50 dolara u dobicima sa besplatnog čipa. Pored toga, naše bankarsko odeljenje je pregledalo i prihvatilo dokumente koje je igrač dao.
Ljubazno, Inzane1991, obratite nam se na pitboss@yabbycasino.com i dostavite nam kripto adresu na koju želite da pošaljemo dobitak od 50 dolara.
Cenimo vašu saradnju i razumevanje.
Topli pozdrav,
Daniel Moore
Iabbi Casino Menadžment
Hi Michal,
Hi Inzane1991,
I trust this message finds you in good health and safety.
Regrettably, as per our previous correspondence, your account will remain permanently closed due to the reasons previously outlined. However, in response to Michal's request for reconsideration, we have decided to approve the withdrawal of $50 in winnings from the free chip. Additionally, our banking department has reviewed and accepted the documents that the player provided.
Kindly, Inzane1991, reach out to us at pitboss@yabbycasino.com and furnish us with the crypto address to which you would like us to send the $50 winnings.
Razumem i znam da sam ovo navukao na sebe. Život ima posledice na naše postupke. Želim da se zahvalim kazinoguruu što mi je pomogao i što nije odbio da mi pomogne uprkos tome što sam imao razloga za to.
I understand and I know I have brought this upon myself. Life has consequences for our actions. I want to thank casinoguru for helping me and for not denying to assist me despite having every reason to do so.
Hvala vam što ste odvojili vreme da ponovo razmislite. Ovo pokazuje vašu posvećenost pravičnosti i transparentnosti u vašim operacijama, što je u skladu sa našim ciljem da promovišemo pošteno iskustvo igranja u industriji.
Dragi Inzane1991,
Kao što je navedeno u mojoj ranijoj poruci, Iabbi tim je poštovao svoje uslove i odredbe i ponovno otvaranje vašeg naloga nije izvodljivo iz jasnih razloga. Ipak, smatram da je isplata 50 dolara iz bonusa bez depozita fer i adekvatno rešenje za ovu nesrećnu situaciju.
Molimo kontaktirajte kazino podršku na pitboss@yabbycasino.com i dostavite im svoju kripto adresu za obradu isplate. Kada dobijete sredstva, obavestite me.
Dear Daniel / Yabby Casino,
Thank you for taking the time to reconsider. This demonstrates your dedication to fairness and transparency in your operations, which aligns well with our goal of promoting a fair gaming experience in the industry.
Dear Inzane1991,
As stated in my earlier message, the Yabby team has followed their terms and conditions, and reopening your account isn't feasible for clear reasons. Nonetheless, I consider the payment of the $50 from the no-deposit bonus to be a fair and adequate resolution to this unfortunate situation.
Please contact casino support at pitboss@yabbycasino.com and provide them with your crypto address for the payout processing. Once you receive the funds, please let me know.
Produžavamo tajmer za 7 dana. Molim vas da znate da ukoliko ne odgovorite u zadato vreme ili ne pružite asistenciju, mi ćemo da odbijemo prigovor.
Dear jaimeandujojr,
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.
Kako je podnosilac pritužbe potvrdio da je dobio sredstva, smatramo da je ova žalba uspešno rešena. Sada ćemo ga zatvoriti kao „rešeno" u našem sistemu. Želeo bih da se zahvalim obema stranama na saradnji. Ne ustručavajte se da nas kontaktirate ako u budućnosti naiđete na probleme sa ovim ili bilo kojim drugim kazinom. Tu smo da vam pomognemo.
Kao što znate, mi ne naplaćujemo naše usluge, niti primamo napojnice. Međutim, bili bismo vam zahvalni ako biste odvojili trenutak da podelite svoje iskustvo sa našim uslugama na Trustpilot https ://vvv.trustpilot.com/evaluate/casino.guru . Iskreno razmatranje i sve sugestije koje ćete možda imati za poboljšanje našeg procesa rešavanja žalbi i posredovanja bili bi veoma cenjeni. Vaše povratne informacije mogu biti od pomoći drugima koji razmišljaju da nas kontaktiraju u vezi bilo kakvih problema vezanih za onlajn kazino.
Hvala unapred na izdvojenom vremenu.
Srdačan pozdrav,
Michal
Casino Guru
Dear jaimeandujojr,
Thank you for the confirmation.
As the complainant confirmed that they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal
Casino Guru
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