Ybets Casino - Povlačenje igrača je odloženo zbog KYC verifikacije.

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If you want to know more about how we evaluated the casino, you can find our up-to-date review on Ybets here: https://casino.guru/ybets-casino-review.

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 takes KYC lightly and it might take a few working days to complete this thorough process.

• Please specify when the verification process started. 
• Could you please advise which documents you have already provided, and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format? 
• Have any of the documents been approved or explicitly rejected?

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, 

Natalia

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

KYC was requested after attempting my first withdrawal 25.aug 2025.

i have provided the following documents:

• Driver license ( back and front )
• Payment card
• selfie with driver license
• selfie with driver license in with ybets -website visable in backround
• Home adress confirmation (bank statement)
• Confirmation letter frome Revolut bank that i am owner of my credit card

None has been approved or rejected except they asked for picture of my payment card twice even tho I specified its a virtual card frome revolut and i provided screenshot of it with card number visable.

All documents are provided in right format and excactly as requested.

last documents were sent 1 week ago, and yesterday i got email back, but they didnt say it was approved or rejected they just said. We confirm we have received them. After waiting a week..

completely seperate frome this i’d also like to specify i am frome Norway. Not america which it said when i created this complaint on casinoguru, My VPN was on.

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

all request is answered excactly as they wanted. I’ve done hundreds of KYC and i know what they need. This yime ghey switch it up with making me do selfie in front of the website etc… which i did.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

I will add i did get another email today, where they going back again to the selfie in front of the website in the backround. I did 8 pics and all of them whole face is visable and id is fully visable and readable.

After making Roshtein’s team adding pressure on them. They confirmed i am verified now. Now im waiting on them to precess my withdrawal. Lets see.

Dear Casinotrainwreck,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

I’m glad to see that your account has already been verified - great news! Hopefully, this means your withdrawal will be processed soon.

In accordance with our standard procedure, I’d like to invite a representative from Ybets Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Ybets Casino,

Could you kindly provide detailed information regarding the player’s issue? As the player has confirmed that the KYC process is now complete, could you please clarify when the withdrawal is expected to be processed?

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Dear Casinotrainwreck and Casino Guru,

Yes, we can confirm that the player has completed their verification process last Wednesday, after providing necessary documentation. At this moment, we are aware of the player's withdrawal request and the financial team is currently processing it. We hope to finalize the transfer as soon as possible.

Respectfully,

Ybets Casino Representative.

Withdrawal request was submitted wednesday last week. Coming up on day 6 with nit being processed.

Dear Casinotrainwreck and Casino Guru,

We are glad to update that the player's withdrawal has been processed successfully by the team. The player currently does not have other pending withdrawal requests or funds remaining on the game balance. We thank the player for their patience during this time.

Respectfully,

Ybets Casino Representative.

Payment says processing on my history. Funds not reveived yet. I’ll update as soon as i get the funds.

Yep. and it continues. New email. after they told me earlier today withdrawal successful. 

"Now they sent me email: withdrawal unsuccessfull due to an issue with the provider. "

If that wasnt enough when i now try to login. ( ive always had autologin and has never had an issue login in) i get this: 

So basically none of their withdrawals methods like bank transfer, back to card doesnt work. and now if you thought it couldnt get any worse i cant even login. (yes, ive tried resetting password and tried to login a thousand times)

ive sent them a email that this is getting redicilous and with my ETH wallet telling them to withdraw my whole balance to my ETH wallet manually. as there is no crypto withdrawal option for me. 

The dragging continues.

Oh it takes another turn. Frome saying few hours ago withdrawal is complete. It never arrives and i am now unable to login to my account and live chat says that administration has decided to close my account for good.

no explaination, no email. Lmao

i am very aware of the terms and conditions frome max bet, wager etc so im super curious what they might come up with in this case. I’ve documented my whole journey with ybets and if they dont solve this asap it will be a nice little YouTube video and a article up on a casino guide site explaining my experience with them. I’ve tried to be patient and cordial the whole way. Unfortunately they acted exactly as many players report. I think on behalf of your players and your reputation you should put «do not recommend» stamp on ybets on casino guru. Yes, some cases has been solved. But after how long? And just because casino guru was involved? How many players has been left hopeless without knowing there are ways to complain? But do casino guru really recommend a casino that uses months to pay out? Among all the other delays they add to drag things out i think its time you guys prioritize your players before money and rate them as they should.

update: mail frome tbets account blockage was a mistake. Initiating a mew withdrawal again..

Dear Casinotrainwreck and Casino Guru,

We were made aware of the issue faced by the payment processing company during the withdrawal after processing. The team is currently investigating the cause to ensure the error does not repeat. We are also aware of the player's new request and will attempt to expedite it in light of this concern.

Respectfully,

Ybets Casino Representative.

Dear Casinotrainwreck and Casino Guru,

The player's recreated withdrawal request was processed by the team today. We sincerely hope that it will not encounter similar issues and kindly ask the player to confirm receipt of funds to let us know if the transaction went through as expected.

Respectfully,

Ybets Casino Representative.

Funds are received. I still thinks its unacceptable to use 1 month on withdrawal. When i have always responded within hours on every request.

ybets is deliberately draggen the processes out to make players inpatient and loose their funds. A few days dragging it out is ok. But using weeks between each response is insane.

once i made casino guru and Roshteins team push ybets for answers they suddenly started to answer within hours. Imagine all the players who doesnt have the knowledge of being able to get help frome casino guru.

i beleive casinoguru should rate this casino as low as «not recommended» if they actually want to be transparent with their players.

Dear Casinotrainwreck,

I’m pleased to hear that your issue has been successfully resolved. I’ll go ahead and mark the complaint as "resolved" in our system.

Thank you for your cooperation! If you encounter any further issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re here to assist you!

We hope your experience with our services was positive. While we don’t charge fees or accept tips, your feedback is incredibly important to us. We would greatly appreciate it if you could take a moment to share your thoughts on Trustpilot (link here). An honest review, along with any suggestions for improving our complaint resolution and mediation process, would be extremely valuable. Your insights can help others who may be facing similar issues.

Thank you in advance for your support in helping us enhance our services!

Best regards,

Kubo