Ybets Casino - Povlačenje igrača je odloženo i vraćeno.

Hello,

Today I played Starburst and Live Roulette at Ybets Casino and lost 230 euros. Then I deposited again and won almost 800 euros in Live Roulette, of which I paid out 750 euros. I have had several wins recently (but they did not exceed my losses) and these were always paid out without any problems and very quickly (within 1 hour). Today, after 6 hours, no payout had been processed and I asked in the chat what the reason was. They said it was the payment provider's fault (I withdraw via credit card) and I should just wait. Now I'm checking again to see if the payout has been processed and I see that the amount has been credited back to my account. Without informing me in any way. I wanted to request another payout and now I see the information. The gaming provider would check my games... I made all my winnings in Live Roulette. What is they supposed to check here? Your own groupiers? To me, this is just a delaying tactic! Can you please help me? I've heard so many times about this "stalling method" from Ybets. I really don't think that's OK!

Best regards

AW

Hallo,

Ich habe heute im Ybets Casino erst Starburst und Live Roulette gespielt und 230 Eur verloren. Dann habe ich wieder eingezahlt und im Live Roulette knapp 800 Eur gewonnen, von denen ich 750 Eur zur Auszahlung gegeben habe. Ich hatte inzwischen mehrere Gewinne in der letzten Zeit (die aber nicht meine Verluste überstiegen) und diese wurden immer anstandslos und auch sehr schnell (innerhalb von 1 Std) ausgezahlt. Heute war nach 6 Std. immer noch keine Auszahlung bearbeitet und ich fragte im Chat was der Grund dafür ist. Es hieß, das liege am Payment Provider (ich lasse mir über Kreditkarte auszahlen) und ich sollte einfach warten. Jetzt sehe ich nochmal nach ob die Auszahlung bearbeitet wurde und sehe der Betrag wurde meinem Konto wieder gutgeschrieben. Ohne mich irgendwie zu informieren. Ich wollte eine erneute Auszahlung beantragen und sehe jetzt die Info. Der Spieleranbieter würde meine Spiele prüfen ... Meinen ganzen Gewinn erzielte ich im Live Roulette. Was soll hier geprüft werden? Ihre eigenen Groupiers? Das ist für mich reine Verzögerungstaktik! Können Sie mir bitte helfen? Ich habe jetzt schon so oft von dieser "Hinhalte Methode" von Ybets gehört. Das finde ich wirklich nicht ok!

Viele Grüße

A. W.

Dear Anoushka99,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Dear Anoushka99,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.