Ybets Casino - Povlačenje igrača je odloženo zbog pregleda.

Hello, i made my account 6th december, and won like 15 ltc from a 0.8 ltc deposit. I claimed welcomebonus but i didnt use it ( i won with cashmoney). I requested cashout for 5 ltc and i recived it quickly. Next day o try 5 ltc again. But now the withdrawal section has this message.

Withdrawal isn’t possible

Your previous bets are being reviewed by game or sport provider to ensure the fair play. You can withdraw again once review is completed.

This has been going on for 20 days now. I have contacted ybets and they say 14 days for review. Keep in mind im still able to make new deposits and gamble my money away. I think this is unfair practice.

Please help me casino.guru

I have not verified my account but im happy to do so if promted.

Dear NgitMara99,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify what types of games you played? Were they slots, live casino games, or did you make bets on sports only?

Did you finish wagering your welcome bonus, or did you cancel it before you requested the withdrawal of your winnings?

When was the last time you communicated with the casino customer support regarding the investigation of your gameplay?

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

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 played only slots.

I canceled it before making withdrawal.

friday 20 dec.

Thank you for taking on my case

Thank you for your reply. To help us investigate your case further, I kindly ask you to request the casino to provide your gaming history in Excel format. This should include details from the moment you made a deposit, started playing with the bonus, canceled the bonus, and subsequently requested a withdrawal of your winnings.

Once you receive the document, please forward it to me at veronika.f@casino.guru. Additionally, I would appreciate it if you could include all relevant communication between you and the casino's customer support that might assist in resolving this matter.

Thank you for your cooperation, and I look forward to your reply.

Hello,

I have requested it. Lets see if they replies to me.

Thanks

I have not received and answer from them in 48 hours, i feel helpless.

5 days no answer, i have forward communication with casino to your email. Please make contact with casino site.

Thank you for your email. Could you please forward me the request you sent to the casino regarding your gaming history as well?

i have sent to you 🙂

Thank you very much, NgitMara99, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, NgitMara99,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Ybets Casino team,

Could you please explain the player's situation in more detail? What is happening there? Can you provide us with an update on the user's pending withdrawal? What is the estimated time frame for the review of his bets and/or processing the withdrawal?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

If needed, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Dear NgitMara99 and Casino Guru,

Please be advised that we have received a response from the provider.

Our anti-fraud team has no further questions for you, and the check has been successfully passed.

Respectfully,

Ybets Casino Representative

On 26th January, I attempted to make a withdrawal, but it was declined after receiving the following message once again:

"Withdrawal isn’t possible. Your previous bets are being reviewed by the game or sport provider to ensure fair play. You can withdraw again once the review is completed."

This further highlights how dishonest YBets is. How is it possible to resend all my bets to the gaming provider for review after an alleged review that has been ongoing for nearly two months? They clearly have this message automated in their system, allowing only deposits and gameplay so players lose their money while blocking withdrawals and falsely claiming to send bets for review.

This matter is not resolved yet, today i was able to make withdrawal again. But probably only a matter of time before its declined again.

Greetings all,

Thank you both for your replies.

Dear NgitMara99,

Some time has passed away since your last update. Is there any progress? Did you experience the same situation again, or, did the last withdrawal attempt(s) go well? What is the current status of the issue?

Thank you.

Hello,

For a brief moment, I was able to request a withdrawal, but nothing has changed.

Shortly after, they blocked the withdrawal and requested KYC verification. I submitted the required documents 12 days ago, but withdrawals remain blocked. And they have not responded.

Dear Ybets Casino team,

Please provide us with an update on the user's issue.

What needs to be done so he can finally withdraw his winnings?

Thank you.

Dear NgitMara99 and Casino Guru,

The player has been successfully verified.

He is now eligible to withdraw his funds.

Respectfully,

Ybets Casino Representative

I was able to withdraw again but no money sent yet, please keep this thread open i will let you know what happens ASAP!

I would like to add that it has taken them over 3 weeks in order to look at one drivers license photo. Things like this should affect their overall safety index i would assume?

Payment has been received in full.

Thank you casino.Guru for your assistance!

Thank you, guys, for your replies and updates. What great news!

Thank you, NgitMara99, for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are 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.

Thank you, Ybets Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru