Ybets Casino - Dobici igrača se drže kao taoci.

I played in this casino with my own money and won 90 euros that i withdrew instantly. Then i kept on playing with the bonus money until i met the wager requirements and won 590 euros. Since that day i've been trying to withdraw my money but at first i got the usual message that everybody gets(your bets are being reviewed by a provider). I've waited patiently for almost two months and when the review was done i tried to withdraw again but i got a message telling me i need to procede with kyc verification. I've been trying for 2 weeks since to contact the kyc department but they are constantly ignoring after i send them the documents they asked. It has been more than 2 months since my win and these scammers hold my money hostage with ridiculous excuses everytime. I have all the mails that me and the costumer support had in our conversation.

Dear kastrix7, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

When was the last time you communicated with the casino customer support?

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, 

Veronika

Hello Veronica. The casino asked only for my driver's license and nothing else even though I asked multiple times both in chat support and customer support emails if they need any more documents. I send them my license almost 2 weeks ago and I only got a reply in my email yesterday. I didn't see that they replied but their reply was for me to send them a selfie with my license in hand in front of their website.(Honestly I've been playing slots for more than seven years in various casinos and that is the first time they ask me something like that). I'll keep you informed about their reply

Thank you for your reply. Please forward me the communication between you and the casino customer support regarding your verification and the delay in processing your payment at veronika.f@casino.guru. Thank you for your patience and cooperation.

Hello veronica, i have sent you alla the emails i exchanged with the casino(regarding both the providers check and kyc) in the email you told me to. As you can see i've been trying to coplete the kyc process since february 2nd and i get an answer once every week asking me for additional documents each time even though im asking multiple times if they need anything else.

I also want to add that the casino stopped replying once again. I send them some extra documents that were requested on 19th of february and i didnt get any updates. Dont you think that it is suspicious that the verification proccess lasts more than a month? All trustworthy casinos complete the kyc in a week or so

Guess what.... The casino asked for additional documents 5 days after I sent them the last that I was asked. This time they want a utility bill which I provided immediately but they told they cannot accept it because it's in my native language( I'm greek ). Isn't it strange that you can set the language in Greek in their website but they don't accept documents of this same language?

Thank you for your replies. Could you please double-check if you sent the documents to the correct email address? I have not received anything from the email address k******7@g***l.com.

Regarding the documents in Greek, did you fill out your profile using the Greek alphabet, or did you use English transcription? Also, have you submitted your ID in Greek as well? Could you let me know which other documents you’ve been asked to provide?

Thank you for your cooperation. I look forward to your response.

Dear kastrix7,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.