Ybets Casino - Igrač ima problema sa odloženom verifikacijom naloga i povlačenjem sredstava.

I deposited at this casino on 03/06/2025 and played according to their Terms and Conditions. The deposit was fully wagered as required, and I managed to win €2,685.00 in total.

I was able to withdraw €1,702.00 successfully. However, after this withdrawal the casino requested KYC verification. I submitted all the requested documents as soon as possible.

Since 22/09/2025 my account verification has been pending. The casino has not been able to process my documents or complete the verification for several months now. I have contacted customer support many times, but they only reply with generic template messages and never explain the reason for the delay.

At this point I feel that the verification process is taking an unreasonably long time, and I still cannot access the rest of my winnings.

I would really appreciate your help in resolving this issue and completing the verification so I can withdraw the remaining balance.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear CGUser101,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Which documents have you already submitted?
• Has the casino indicated any issues with approving any specific documents?
• Could you please advise if you currently have access to your casino account?

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Dear CGUser101 and Casino Guru,

The player is currently undergoing a financial review, based on the potential concerns raised by our payment processing partners. This process is completed in cooperation with them, which means the precise timeline may not fully depend on Snatch at this time. We have made an additional inquiry to the relevant parties in an effort to provide a reasonable timeframe update for the player. We wish to additionally reiterate that the initiation of the check is a routine process and is not an accusation against a player by itself.

Respectfully,

Ybets Casino Representative.

Hi, what is Snatch?

And regarding that financial review - I sent my bank statements months ago, I've been asking for updates and they never provided any. Today they asked me via email to send my pay slips again and I responded that it's been done a while ago. They have never checked my previously sent documents, they are just ignoring me. Why can't they pay the rest of my withdrawal just like they did with the previous chunk?

Dear CGUser101,

That's our bad, we meant that it is not dependent on Ybets fully.

Please note that, if additional documentation has been requested, it must be provided in order to complete the check. If the request is repeated, then previously submitted documentation was not adherent to the request, which is why the request is sent again.

Respectfully,

Ybets Casino Representative.

Hello again. The casino requested pay slips and I sent them today via email. Let's see how long it takes them to review my documents. Usually they ignore my emails for weeks.

Dear CGUser101 and Casino Guru,

Upon provision of the relevant documentation, the review has been completed successfully. As a result, account restrictions were lifted and the player is able to access all features. We wish to thank the player for their cooperation.

Respectfully,

Ybets Casino Representative.

Hi, finally it happened, thanks.

But there is some other issue appeared, when I try to make a withdrawal I've got this

Dear CGUser101 and Casino Guru,

At the moment, we do not see any withdrawal attempts that came through. We kindly ask the player to attempt standard troubleshooting steps, such as clearing cache and cookies and using a different browser. If that fails, an alternative withdrawal option may be considered, in case a bank is preventing use of a specific method, for example.

If the issues persist, we kindly as the player to contact our support team via email or live chat to troubleshoot further.

Respectfully,

Ybets Casino Representative.

Hello everyone,

Thank you both for your replies.

CGUser101, we kindly ask you to follow the instructions provided by the Ybets Casino Representative. Please keep us updated on any developments so that we can proceed with addressing this complaint appropriately. Thank you for your cooperation.

Hello, seems like everything is okay. Thanks for you assistance. I'll let you know if the withdrawal is completed.

Great, hopefully, you will receive your winnings soon! We will keep this complaint open until you confirm your withdrawal has been successful. Let me know if anything changes.

Dear CGUser101 and Casino Guru,

We are glad to update that the issue was resolved and player's withdrawals have been processed successfully by the team. We wish to thank the player for their patience and cooperation in this matter.

Respectfully,

Ybets Casino Representative.

The withdrawal was received, thanks for you help.

Dear CGUser101,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Kristina

Casino.Guru