Ybets Casino - Dobici igrača kasne zbog pregleda.

Hi! The issue is at Ybets. I am not able to withdraw my winnings due to a «review of my previous bets». It has been like this for 23 days. I made a deposit of 200usdc, and collected a 200% deposit bonus. I was lucky and won, and have now wagerd the required amout. The bonus expires in two days. I’m not able to convert the bonus due to this review. I talked to the support at there chat, and they said that I will lose the money, if the review isn’t complete before the bonus expires.

Hope that you could help me with this.

Best regards Levi

Dear Alex990,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with withdrawing your winnings from Ybets. To better understand the situation and assist you effectively, could you please provide us with more details:

• When did you claim the bonus and finish the wagering requirements?
• Would you please advise which games you focused on - slots, live casino, sports betting, etc.? 
• Have you received any notifications from Ybets regarding the reason for the review?
• Did you pass KYC verification?

Your cooperation in providing these details will help us investigate and work towards a resolution. If you have any relevant communication, please feel free to forward it to natalia.b@casino.guru.

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,

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi Natalie! Thank you for your reply. 

I claimed the bonus at the 7th of june. And finished the wager reqirements on the 8th.

I play slots.

I have not recieved any notification from Ybets regarding the the reason for the review.

Yes, I have passed the KYC verification.

Again, thank you for helping me out:)

Regards Levi

Dear Alex990, thank you for your email. Could you please specify when you requested a withdrawal? Could you please share a screenshot of your request?

Hi and thanks for your reply. I made a withdrawl at the 13 of june but cansled it my self, because of the weekend.

The last withdrawl was made at the 15 of june.

Regards Levi

Thank you for your response, Alex990. Please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals.

I will keep your complaint open, and if there's no progress after 14 days (by 29.06.2025), please let us know, and we will intervene and try to help you. 

Hi again! Now my withdrawl has been cancled once again, and I am not able to make a withdrawl. And no explination from the provider

.

Regards Levi

Thank you very much for the updates, Alex990. I will now transfer your complaint to my colleague Branislav (branislav.b@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.

Hello, Alex990,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Casino Representative,

Could you please explain the user's situation in more detail? What is happening there, and why can he not request a new withdrawal?

Can you clearly inform the player how he can withdraw his winnings, and help us speed up the process?

Thank you.

Dear Alex990 and Casino Guru,

Our KYC department expects you to take selfies in front of our platform. 

Detailed instructions have been sent to you via email.

Respectfully,

Ybets Casino Representative

Hi! I’ve done that a waiting for your reply.

Hi again! I’m still waiting to Get my money. Why does everyting take so long. I still haven’t been able to withdraw since the 19 of May. Right now I’m waiting for the Kyc departement to accept my documents that is provided them on 27 of june.

Regards Levi

Thank you both for your replies.

Dear Ybets Casino Team,

Can you please provide us with an update?

Can you also list all the documents that the casino needs to complete the user's KYC?

Thank you.

Dear Alex990 and Casino Guru,

We apologize for the delayed update.

The player was successfully verified on June 27.

Since that time, he has withdrawn a portion of his funds and engaged in gameplay with the remaining balance.

Currently, the player has an empty balance.

Respectfully,

Ybets Casino Representative

Well that’s not quite true. I haven’t been able to withdraw a singel penny since the 19 of may. In frustration i played all my winnings and unfortunately lost it all. It’s quite a coincidence that the casino finally gives a reply after I have lost all the money. In lack of comunication from casino, and the unsportmanlike treatment of the players who win, which seems to be a pattern. I’ve desided to leave the casino and Close my account at Ybets.

Thank you both for your replies.

Dear Ybets Casino Team,

Can you please provide us with the following information:

• How exactly did the casino inform the user about the successful/completed verification on June 27? Please provide us with the evidence for such a communication or information shared with the user.
• You mentioned that he has withdrawn a portion of his funds - when exactly was it processed, and what was the amount of the withdrawal? Also, relevant evidence confirming it would be highly appreciated.

If it suits you better, feel free to provide the necessary evidence to my email (branislav.b@casino.guru)

Thank you. Looking forward to hearing from you.

Dear Alex990 and Casino Guru,

The player has completed the verification process, utilized his funds, and requested the closure of his account.

Respectfully,

Ybets Casino Representative

Dear Ybets Casino Representative,

Please look at my previous post and provide the requested.

Thank you. Looking forward to hearing from you.

Dear Casino Guru and Ybets representative!

How about reopening my account and paying me the current balance of June 27. Then letting me withdraw the amount, to resolve the matter.

Regards Alex990

Greetings all,

Dear Alex990,

In the meantime, I also discussed the matter internally with the team, and although I switched the timer to the casino, unfortunately, I have bad news for you.

We have received numerous complaints about the casino's withdrawal/KYC/inspection processes, which were significantly delayed, resulting in users waiting for several weeks or even months for their winnings. However, after our intervention, the casino started cooperating and shortened its processing times of the processes in question to an acceptable level.

Therefore, considering the facts that the casino informed us about updates, there was an open complaint regarding the issue on casino.guru, and we knew that the casino is still working on it, it had been necessary to only stay patient and wait until your KYC is completed, or until the casino would have informed us about it.

Since the KYC process was still ongoing, but instead of waiting for clear results from the casino or further instructions for the verification, you decided to play with your balance and reduce it to zero, I am afraid there is nothing more we can do. It was agreed and decided that, under all the given circumstances, we are forced to reject this complaint due to the loss of the disputed funds during the complaint resolution process.

No online casino would return lost funds to any player unless there are special circumstances, which is not the case here.

Although I hope you will not come across a problem like this again, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by or an ADR, if the casino states it on its website.

Best regards,

Branislav, Casino.Guru