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$600 withdrawal blocked for more than 15 days – Ybets

Hello,

On July 24, I finished releasing the bonus wagering and converted the funds to USDT. The total was 2,200.

On 07/25 I requested a withdrawal for $600 USD.

On July 29, the casino asked me for documents for account verification, which I sent immediately.

On 02/08 I asked about Live Chat and they responded that they needed "more time to verify" (I have the transcript saved).

Since that day, I haven't received any communication from the casino. Today, August 8, more than 15 days have passed since my request, and the withdrawal appears blocked on my account.

🔹 I have complied with all the terms and submitted all the requested documentation.

🔹 Support simply asks for patience and then stops responding.

🔹 The blockade has no valid justification.

I attach evidence:

Screenshots of the blocked withdrawal request.

Transcript of the support chat (I can forward this to you by email)

I request Casino Guru to intervene so that the casino can process the payment immediately.

Thank you in advance for your help.

Retiro de 600 USD bloqueado desde hace más de 15 días – Ybets

Hola,

El 24/07 terminé de liberar el wagering del bono y convertí los fondos a USDT. En total fueron 2200

El 25/07 solicité un retiro por 600 USD.

El 29/07 el casino me pidió documentos para la verificación de cuenta, los cuales envié de inmediato.

El 02/08 pregunté por Live Chat y me respondieron que necesitaban "más tiempo para verificar" (tengo la transcripción guardada).

Desde ese día, no he recibido ninguna comunicación por parte del casino. Hoy, 08/08, han pasado más de 15 días desde mi solicitud y el retiro aparece bloqueado en mi cuenta.

🔹 He cumplido con todos los términos y envié toda la documentación solicitada.

🔹 El soporte se limita a pedir paciencia y después deja de responder.

🔹 El bloqueo no tiene justificación válida.

Adjunto pruebas:

Capturas de la solicitud de retiro bloqueada.

Transcripción del chat con soporte (esto se lo puedo reenviar por correo)

Solicito a Casino Guru que intervenga para que el casino procese el pago de forma inmediata.

Gracias de antemano por su ayuda.

Hello,

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 ensures that funds are sent to the rightful owner. Since casinos cannot physically verify all players’ identities and documents, this is the only way gambling establishments can complete their verification procedures. None of the serious and licensed casinos take KYC lightly, and the process may take several working days to complete thoroughly.

• Could you please advise which documents you have already provided and when you sent the last one?
• Have you submitted all required documents promptly and in the correct format?
• What types of games did you play—slots, live casino games, or sports bets?
• Could you please send me a link or a screenshot of the bonus you activated and played with?

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

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Thanks Veronica

1) I sent all the requested documents on July 29th. A photo of my ID (front and back), a selfie with my ID, and another selfie with the Ybets casino behind me. Unfortunately, they haven't responded since then. When I asked them how the verification was going in the live chat, they said they needed more time.

2) Yes. All documents are in order and correctly formatted.

3) slot machines

4) It was a voucher sent by email. I'm attaching a screenshot of it from July 24.

Gracias Veronica

1) Envié todos los documentos que se me solicitaron el dia 29/07. Foto del DNI por delante y por detras, selfie con el DNI y otro selfie con el casino Ybets detrás de mi. Desgraciadamente no han contestado des de entonces. Cuando les he pedido como va verificación en Live chat dicen que necesitan más tiempo.

2) si. Todos los documentos estan en orden y con el formato correcto

3) tragamonedas

4) Fue un bono enviado por mail. Le adjunto una captura del mismo del 24/07

This looks very bad. Please get urgent attention. In addition to the withdrawal not being processed for 20 days, the website has now been under maintenance for four days. It looks like a Ponzi scheme about to fail.

esto tiene muy mala pinta. Por favor atiendan con urgencia. A parte de los 20 dias sin procesar el retiro ahora llevan 4 dias con la web under maintence. Tiene pinta que es un sistema Ponzi apunto de hacer fallida

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Attila (attila.g@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello,

My name is Attila and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Ybets Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Attila G.

Dear uuuooohhh 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 Ybets Casino,

Do you have any updates regarding this case?

Thank you in advance for your cooperation.

Best regards,

Attila G.

Dear uuuooohhh and Casino Guru,

We have received a reply to our inquiry from the KYC department. They have sent an email with a request for additional documentation from the player yesterday. We kindly ask the player the check their inbox and provide the requested documents at their earliest convenience.

Respectfully,

Ybets Casino Representative

Hi, this seems like a joke. This is the third time they've asked me to verify my account with the same documents, and they've been dragging this out for 35 days now.

Yesterday I sent them the documents again...

Hola, esto parece una tomadura de pelo. Es la 3a vez que me piden verificación de la cuenta con los mismos documentos y ya van 35 días que están alargando la situación.

Ayer les volví a enviar los documentos...

Dear Ybets Casino,

Could you please confirm whether you have received all the necessary documents for the KYC verification?

I hope we can reach a successful resolution of this case soon.

Best regards,

Attila G.

Dear uuuooohhh and Casino Guru,

The KYC department has noted that the picture identification was accepted. At this moment, the request was made for additional documentation related to the financials of the player, which the KYC department is awaiting currently.

Respectfully,

Ybets Casino Representative

Again, prolonging the situation... we've already been waiting 40 days to verify an account. I'd like to know why I wasn't asked for these documents the four times I was asked to verify.

Even if we manage to solve this case, which I highly doubt because it's already clear they're a textbook Ponzi scheme, I think it's very important that you warn other users not to play on this platform. I'm going to send new documents again.

Also, keep in mind that the documents they requested from me multiple times weren't rejected. They simply weren't reviewed, and after 40 days they were approved. But now... they're asking for more.

P.S. Ybets sends me offers almost daily inviting me to deposit. They completely ignore me when it comes to withdrawing, but their incentives are the best.

nuevamente alargando la situación.... ya llevamos 40 días para verificar una cuenta. Me gusta´ria saber pq no se me solicitaron estos documentos las 4 veces que me pidieron verificar.

Aunque consigamos resolver este caso lo cual lo dudo mucho porque ya se ve que son un Ponzi de libro me parece muy importante que adviertan a los demás usuarios para que no jueguen en esta plataforma. Procedo enviar otra vez nuevos documentos.

Además tengan en cuenta que los documentos que me solicitaron múltiples veces no fueron rechazados. Simplemente no fueron revisados y después de 40 días fueron aprobados. Pero ahora... me piden otros.

PD. Ybets me manda casi a diario ofertas invitándome a depositar. Me ignora completamente para retirar pero incitarme a depositar son los mejores.

Dear uuuooohhh,

I completely understand your frustration regarding the prolonged verification process. However, in order to move forward with this case, I kindly ask you to upload the requested documents.

Dear Ybets Casino,

We would like to ask you to proceed with the verification without any unnecessary delays once the player submits the requested documents, as more than a month has already passed since the initial withdrawal request. Additionally, could you please confirm whether this is the final documentation required to complete the verification?

Thank you in advance for your cooperation.

Best regards,

Attila G.

Thanks, Attila, for the follow-up. I sent the new requested documents right after they were requested. Again, no response.

Gracias attila por el seguimiento. Envié los nuevos documentos solicitados justo después de que me los pidieran. Nuevamente sin respuesta

Dear uuuooohhh and Casino Guru,

Upon further inquiry with the KYC department, player's verification has been successfully completed yesterday with the review of the documents completed. We thank the player for their patience in this regard.

Respectfully,

Ybets Casino Representative

Dear Ybets Casino,

Thank you for the update.

Dear uuuooohhh,

Could you kindly confirm whether the verification has been completed successfully and if you are now able to proceed with your withdrawals?

Thank you in advance.

Best regards,

Attila G.

Verification is complete. I already requested the first withdrawal yesterday of €990, as that's the maximum withdrawal allowed. Please don't close the case because now a new adventure begins. It took 42 days to verify an account with all the documents available from day 1. We'll see what happens now with the withdrawal of the funds. Thank you for your support in this case.

La verificación está completada. Ya pedí el primer retiro ayer de 990€ ya que es el máximo q permiten retirar. Porfavor no cierren el caso porque ahora empieza una nueva aventura. Si han tardado 42 días para verificar una cuenta con todos los documentos disponibles des de el día 1. Veremos que sucederá ahora con el retiro de los fondos. Gracias por vuestra presión en este caso

Dear uuuooohhh,

We will keep this complaint open until you confirm receipt of your withdrawals. Please keep us informed as soon as you have any updates.

Thank you in advance.

Best regards,

Attila G.

Dear uuuooohhh and Casino Guru,

We would like to inform the player that all withdrawal requests have been processed by the team successfully. At the moment, no further pending withdrawals remain.

Respectfully,

Ybets Casino Representative

I confirm that my withdrawals have arrived. It seems Ybets has some liquidity back. As always, thank you very much to Casino Guru. It's been 50 days of continuous struggle. Without you, it wouldn't have been possible. Hugs! Thank you so much!

Confirmo que me han llegado los retiros. Parece que la empresa Ybets vuelve a tener liquidez. Muchas gracias como siempre a Casino guru. Han sido 50 dias de lucha continua. Sin vosotros no hubiera sido posible. Un abrazo!! Mil Gracias!!

Dear uuuooohhh,

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,

Attila Gorkij

Casino.Guru