Yeti Casino - verification problems

Hi Linhila - welcome to ThePOGG.com!

Please read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.

As we are the ADR for the L&L Europe license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

Firstly, for us to act on any complaint, you are entering a legally binding contract with us. You would need to provide your full name.

Secondly - before processing financial transactions to a third party (like a player), operators are legally required to carry out anti-fraud/money lanudering checks to confirm the identity of the person in question. The documents required will vary from country to country and operator to operator. In this case the South African system has updated to the new Smart ID Cards, specifically to reduce fraud that the old "Green ID" was vulnerable to. Having looked into this matter, it is a trivial fee - especially considered within the context of the balance that you are contesting - and as such it is not an unreasonable request on the operator's part that you provide updated ID meeting with the current highest standards.

Next, if you have already played down your balance there is nothing that we can do to support you. Where you choose to gambling with your funds, you are hoping to win and had you won you would expect to be paid. If you were looking for assistance with the verification process you would need to have approached us when you were having the issues, not after you have chosen to play with, and subsequently lost, the funds in question in an effort to invalidate the losses.

You may find our free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 13k gambling operator websites for between 24 hours and 5 years.

Sorry we could not be of further help.

ThePOGG

I knew you would not be of help - even though the casino itself is at fualt for not being clear on their terms and conditions - also your trivial fee section above - they had no problem not to verify for the deposits i made which was way more than the withdrawal? so then their verification is required?

Also note your statement - of I plpayed to win and if i won i would have required them to pay out? I DID WIN - check my account - before you make accusations please - over R60000.00 and i did not leave it for them to hold ransom.

I realized that you will definitely take the part of the casino - but hoped that you are at least a fare platform. which you obviously not

And this is the reason WHY YETI CASINO can and WILL carry on with their [EDIT] activities, because they know that MATLA and POGG will do absolutely nothing [EDIT].

Cause POGG does not support the complainant - POGG only justifies what the operator did.

I will ensure to inform players around the world of the fareness of the Yeti Gaming Platform and also the Support from POGG - unbelievable how a casino has more say than the company that is suppose to ensure that things like this does not happen.

Hi Linhila,

I'm sorry you feel that way.

The EU laws regarding fraud/money laundering/prevention of terrorism do not require the operator to verify at the point where the business receives funds - up to a certain threshold - from the consumer. They do require verification before the business pays a 3rd party more than that threshold. This is the same for any business dealing with financial transactions. Given the volatile nature of gambling, it is far from unusual for players to deposit smaller amounts beneath the threshold and look to withdraw far larger amounts that breach the threshold. As has happened here.

I never said that you did not win - there would have been no reason for verification in the first instance if you had not won. However, upon experiencing issues during verification you chose to play with your balance before consequently losing this balance. Had you won, you would be complaining here that you were entitled to an even larger balance which is the crux of this issue of your complaint. You are looking to use your frustrations due to the verification process as grounds to allow you to play without risk. Where you won you would insist on being paid and where you lost, as you are doing here, you insist that the losses should be invalidated.

The verification request does not invalidate your choice to risk your funds and even where the request was unduly onerous, contacting us with the problem at the time - before you played with and lost your funds - would be the correct course of action.

Finally, the purpose of this service is not to allow players to bypass entirely legitimate verification requests. You were not being denied your money, you were simply asked to provide a standard piece of government-issued ID that can be acquired cheaply and offers a higher level of security than the document you were relying on. Your frustrations then seem to have played a significant role in your decision to gamble further.

I'm sorry we cannot be of further help,

ThePOGG