Ybets Casino - Povlačenja igrača su odložena i blokirana.

Before 1 month i won 920 euros and asked 2 withdraws they canceled the next day and my withdraws are blocked until now.

As they say, they check my winnings with provider nothing else and they will need arround 14 days BUT MAXIMUM 30. Today is the day 30 and contact with them with no news they told me that they will inform but no news all day.

Please note that they never send any email at start that they will check with provider but every day i receive offers for bonus and free spins, they just try to push me play but i never press either one spin.

As i can see they make the same excuse for other players too. (also for me at sister casino but i will open there a complaint too).

Please help me, this casino can not be 9.4.

Thanks in advance.

Dear Player,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Ybets Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you have been a player at this casino?
• Have you made successful withdrawals from the casino in the past?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share any recent communication you had with live chat regarding the investigation of your gameplay?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I'm over a year player at this casino but i can't remember a withdraw from here. Also my account no need any KYC according to Ybets. All my winnings come from slots, if i remember correct the most of them from Play n go.

I have contact with casino a lot of times but they say, they need to check my winnings with provider no any more details about this (which provider for example). Also they say this is a standard procedure and may take 14 days normally maximum 30 days.

Nut until now passed the 30 days contact also yesterday and today but no news from their side.

Thanks for your reply and the explanation.

Please share with me your communication with the casino regarding the issue as supporting evidence. Share screenshots here or send the information to my email at tomas@casino.guru. Thanks in advance for your cooperation.

Dear Tomas,

Please note that my withdraws are unlocked now.

IMPORTANT: They never send me any result of the provider or something.

After all i ask 2 different withdraws because of different currencies. I ask the chat and told me that they need 24 hour. After the delay i contact again and told me that in very rare cases the withdraws maybe need up to 72 hours. Today is day 5 and still waiting.

Please help me with this case i won in this casino before 36 days and still now i struggling to receive my money with no excuses.

Thank you very much, Georgia_M, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.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.

Hello, Georgia_M!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Dear Georgia_M and Casino Guru,

We have relayed all the information to our KYC Department.

Please be assured that your request is under review and will be addressed at the earliest opportunity.

We sincerely apologize for any inconvenience this delay may have caused and express our gratitude for your understanding and patience throughout this period.

Respectfully,

Ybets Casino Representative

Dear Pavel,

This casino just say lies all the time.

First I ask withdraw from 28 of May they never send me an email that they need something. Just before 2-3 days they cancel one of my withdraws and they told me that KYC department send me an email. But never send me anything.

In any case i send an email at KYC and ask them what they need, until now they never reply back, and just now i send them my passport.

PLEASE NOTE, i won here at 27 of April and until now i try to get my money. As i saw in comments from players the most of them never get their winnings and you continue to give at this casino with these tactics 9.4. This is ridiculous. I'm too tired with this casino, already passed 1 and half month and still trying to figure out what they need.

Ybets Casino, has there been any progress?

Ah ok Pavel,

That means i will get a same reply in 7 days from now. Because every time your side and casino side use all these 7 days.

I have sent email at KYC department but no one replies to me at all. I sen email before 10 days i sent the documents from my side because they don't send anything and also i ask again yesterday.

At live chat they say that cannot help me at all. Here i think don't matter what i say and need to wait arround 5-6 months maybe to get my money.

I have a very serious question to you Pavel, why this casino have a 9.4 in your page?

I check other players also all we have the same problems.

24-hours fro KYC hahahaha not even 24 days. Or maybe 24 years. I'm waiting 2 motnhs.

Georgia_M, there has indeed been a surge of complaints numbers against this casino recently. However, the casino still has their Fair badge and the Safety Index of 9.4 because of all these complaints have so far ended up either as resolved or rejected.

I also understand your concern about us just switching timers to 7 days again and again, however, there is nothing more I can do since the casino claims that your issue is under investigation. I cannot just push them to finish it sooner since there are multiple departments in the casino and the one responding here to complaints is usually different from the one doing an investigation, therefore, there are always delays in such cases. Moreover, we do not have any authority about casino's internal processes. The only thing we can do is to change casino's Safety Index according to our standards, but so far there was no final word from the casino confirming that your funds are confiscated for some implausible reason, so we cannot close the complaint as unresolved. As long as your issue resolution remains to be in progress, the complaint will stay opened and the casino will not be penalized, unless the timeframe for verification is absurd (2 months is not as absurd) or the casino declines to provide any evidence and/or explanation. Thus, I am asking for your patience and thank you for it.

Dear Pavel, you have the right to rate at 10/10 for sure.

The problem here is that a lot of players make comments for this casino and rated as the worst one. From the other side you rate it as almost perfect. I have read a lot of complaints and a lot of players have the same problem with providers check.

Are you ask from this casino to provide at you if they ever make this check? Now, about KYC verification — on their website, there’s no mention whatsoever that verification is required. I personally have no issue providing my documents. But here’s what happened:

They allowed me to request a withdrawal, made me wait 14 days (after already waiting 31 days due to the provider check), and then cancelled everything and blocked my withdrawals — claiming I needed to complete KYC. All this happened without a single email — no notice about the withdrawal being cancelled, and no request for KYC.

And yet, you rate this casino 9.4/10?

Alright — if that’s your opinion, fair enough. But saying that waiting 2 months for a withdrawal isn’t absurd? Come on…

Your points are totally valid, however, our hands are tied until we have evidence that the casino does something unfair. If your funds will not be paid out, there will be consequences, but if they will be paid out, just later, we cannot punish casinos for delays as the issue is resolved after all. However, we are currently working on how to change our approach to such situations so winnings are withdrawn at a better rate. I will let you know if we arrive to anything. For now, we will just wait for the casino's response.

Dear Pavel,

For sure thanks for the help, that i'm just saying is that this casino have your mark logo in the front page and rated as fare casino from you.

I think a fare casino don't use this methods.

Secondly i will say to you i already tell at the casino chat, that i will never press ever one button again in this casino except from withdraw. We live in 2025 other casinos withdraw 100k in just 5 minutes and you tell me 2 moths it's not much for 900 euros.

Never mind i will wait because is the only i can do, but this casino if you want my advice need to remove your logo with fair casino of the front page.

And something extra, because ybets will reply exactly in 7 days from now, they will come and say again (because i know it) the KYC procedure takes a little bit longer sorry for that please be patient.

WHAT YOU WILL SAY IN THIS CASE??????

You will remove points from this casino or this loop can take for ever?

And the casino will use the fair logo, the points here will be remain perfect but a complaint can take forever???

I hope we will come up with a solution that helps you receive your money asap. I will discuss this and other complaints with my colleagues and we will certainly take an action.

I appreciate that.

Because this casino works like a scam and big bully. At chat they don't help at all, close the conversation every time, say lies and finally they play with our mental health.

Because is very difficult 2 months just to try communicate with someone and they don't even send an email.

ALSO would be very fair if you finally ask from the casino proofs that they make this providers check. Because looks so fake. THATS a real reason to decrease this perfect score that they have.

Also this complaint is already 3 weeks and plus 35 days almost wait before complaint.

And the casino here replied only once.

ONCE.

Dear Georgia_M and Casino Guru,

The player has successfully submitted all the necessary information, and the account has been verified.

Player funds may be withdrawn in accordance with the established limits.

Respectfully,

Ybets Casino Representative

Georgia_M, please, let us know when you will withdraw the whole balance.

I received my money this case can be closed. Please note that took me 59 days to receive it.

We have noted this and other cases and have already taken the Fair Badge from the casino and reduced its Safety Index.

Dear Georgia_M,

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,

Pavel Kaczynski

Casino.Guru