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Subject: Unclear Reason for Withdrawal Cancellation

I requested a withdrawal on November 2nd, but it was suddenly canceled. The stated reason is "game provider check," but I don't recall any gameplay that would require a check.

Even after contacting support, all I get is the response "under review," with no progress or detailed explanation. This situation is making me very anxious.

I hope for a prompt response and that my legitimate withdrawal will be approved.

Posting like this communicates the facts while maintaining a calm tone.

タイトル: 出金キャンセルの理由が不明確

11月2日に出金を申請しましたが、突然キャンセルされました。理由として「ゲームプロバイダのチェック」とされていますが、特にチェックを受けるようなプレイをした覚えはありません。

サポートに問い合わせても、「チェック中」との返答ばかりで、進展が見られません。具体的な説明もなく、このままでは非常に不安です。

迅速に対応し、正当な出金を許可していただけることを期待しています。

このように投稿することで、事実を伝えつつ冷静なトーンを保った内容となります。

Dear osushi,

Thank you very much for submitting your complaint.

I’m sorry to hear about the issues you’ve encountered with your withdrawal request. I completely understand how frustrating it must be to deal with a canceled withdrawal and the lack of progress from the casino’s side.

• To help us investigate further, could you please provide more details about the type of games you were playing around the time of your withdrawal request? This information will assist us in understanding the situation better, especially since the casino mentioned a "game provider check."
• Please also let us know if you’ve received any additional communication from the casino since your initial contact with support. Your cooperation in this matter is crucial for us to be able to proceed with resolving your complaint. Without this information, we may not be able to make progress with the case.

If you have any further communication or documentation regarding this matter, feel free to forward it to me at petronela.k@casino.guru.

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,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I can't see your game history, so I'll show you your search history.

The slot games you may have played are:

Sugar Pop

Burning Reels

Hawaiian Dream Christmas

Hawaiian Dream Jackpot

Explosive Explosion 3

Hawaiian Dream

Hot Fiesta

ゲーム履歴が見れないため、検索履歴をおつたえします。

プレイした可能性のあるゲームは以下のスロットになります。

Sugar Pop

Burning Reels

Hawaiian Dream Xmas

Hawaiian Dream Jackpot

Esqueleto Explosivo 3

Hawaiian Dream

Hot Fiesta

Hi osushi,

It would also be extremely helpful if you could forward any relevant communication you’ve received from the casino to petronela.k@casino.guru. This includes generic responses, screenshots, or any other information that might help us understand your case better.

No communication from ybetscasino...

ybetscasinoからは連絡はありません。。。

Thank you very much, osushi, for providing all the necessary information. I will now transfer your complaint to my colleague, Michal (michal.k@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello osushi,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello osushi,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Ybets Casino to join the conversation.

Dear Ybets Casino,  

Could you please inform us about the expected timeline for the completion of the "game provider check," and the subsequent processing of the player's withdrawal?

Dear osushi 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 osushi,

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.

Please extend it.

Please let me know if there's anything I can help you with.

ぜひ延長をお願いいたします。

私に協力が出きることがあればいってください。

Dear osushi,  

Currently, there is no action required from you. I am waiting for feedback from the casino team concerning the KYC process. I hope new updates will be available soon.

Dear osushi and Casino Guru,

The player's game session was being monitored by our anti-fraud department. 

During the course of the investigation, it was determined that the player had violated our bonus system guidelines, a practice that is strictly forbidden by our established regulations. 

In this regard, the player's account is closed.

We are prepared to provide all the necessary evidence to support these findings via email.

Respectfully,

Ybets Casino Representative

I don't remember doing anything wrong.

Please show me the data to prove that.

私は不正をした覚えはありません。

よろしければ、その証拠のデータをみせてください

Dear Ybets Casino Representative,

Please forward me evidence supporting the alleged violations of your terms and conditions of which the player is being accused at michal.k@casino.guru

Thank you.

Dear Michal,

We've sent details to your e-mail address - michal.k@casino.guru

Thank you for your reply.

Respectfully,

Ybets Casino Representative

Dear Ybets Casino Representative,

Thank you for your email. I have responded back with some additional questions and am awaiting your response.

Dear Michal,

We have requested all the necessary information and will email it to you as soon as we receive it.

Respectfully,

Ybets Casino Representative

Thank you for your response, Ybets Casino Representative.

I'm looking forward to the email containing the additional information from your team.

Dear Michal,

We've sent details to your e-mail address - michal.k@casino.guru

Thank you for your reply.

Respectfully,

Ybets Casino Representative

Thank you for all the provided information and evidence, Ybets Casino Team.

Dear osushi,

Following a thorough examination of the information and evidence provided by the casino team, it has been concluded that your gameplay involved techniques that fall under the prohibited techniques as mentioned in casinos bonus rules:

1.4. It is prohibited to use bonus funds solely for the purpose of advancing through the bonus stages, especially in cases where bonus or cash funds are used exclusively to progress through the bonus stages (for example, collecting 9 out of 10 coins to reach the bonus feature or activating any special features in the game). Then the final stages (such as playing to collect the final coin and reach 10 out of 10 and activate the bonus feature like extra spins, etc.) are completed using cash bets after the bonus funds have been forfeited, lost, or the wagering requirements have been met and converted to cash. All the winnings gained during that play may be considered void.

Unfortunately, after gathering all the necessary information and evidence, we are forced to reject this complaint. We strongly recommend that you carefully review the bonus terms and conditions before activating any bonuses to ensure full compliance with the rules and avoid future disappointments.

Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru