Ybets Casino - Povlačenje igrača je odloženo zbog pregleda.

Good morning

I applied for a $2,200 withdrawal from the casino two weeks ago (3.21), and after saying that review my bet, it hasn't changed since two weeks have passed.

Before that, the $300 withdrawal was successful, and I deposited actual money, not bonuses, to proceed with the game.

I looked it up and found that there are quite a few similar cases, but is there a case where it is solved over time?

thank you

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

Dear YT1017,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Ybets Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your account accessible to you? Can you log in and take a screenshot of the withdrawal request, if possible?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Which documents did the casino ask for during account verification?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

hello thank you for your help

• Is your account accessible to you? Can you log in and take a screenshot of the withdrawal request, if possible?
• Yes, I can. I will attach a screenshot of the withdrawal request.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• I mainly played live baccarat games

• Did you achieve your current balance with the help of a bonus?
• No, I didn't get any help from the bonus

• Which documents did the casino ask for during account verification?
• No documents required

• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
• I've attached a screenshot of my communication with the casino.

thank you so much

Thanks for your reply and explanation of the situation.

Has the casino concluded the investigation of your gameplay since your last response?

Were you able to request a withdrawal?

The review of the game investigation goes to the game provider and tells them to wait that they cannot check the progress at the casino. Likewise, withdrawals are not being made. Thank you.

Thank you very much, YT1017, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.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.

Hello YT1017,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Ybets Casino to join the conversation and participate in the resolution of this complaint.

Dear Ybets Casino,

Can you please provide an update on the status of the player's funds? |Have the checks been completed?

Kind regards,

Adam

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I sincerely hope it will be resolved well.

Thank you for the casino guru.

Dear YT1017 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

Hello Ybets Casino,

Thank you for the response. We will await further information from you. Please provide an update as soon as possible.

Kind regards,

Adam

Dear User284596315 and Сasino 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

Many thanks for the update Ybets Casino.

Dear YT1017,

Can you please confirm the status of your withdrawal, and if the issue has been resolved?

Kind regards,

Adam

The withdrawal restriction was lifted, so I applied for withdrawal again, but it was rejected again. The casino requested KYC certification and has submitted a passport and driver's license. As a result, the problem has not been completely resolved yet, so can we wait for the progress?

Hello YT1017,

Thanks for the information. we will of course wait until you have completed the verification and made your withdrawal.

Please continue to keep us updated on any developments.

Kind regards,

Adam

Withdrawal is still delayed due to KYC certification problems.

The customer center says it cannot answer questions related to KYC certification, but I sent an e-mail to the KYC team, but I haven't received a reply.

If possible, I would like you to share the progress related to KYC certification at YBETS Casino.

Thank you to Casino Guru and YBETS Casino.

Dear Ybets Casino,

Can you clarify the problems regarding verification? What is needed from the player to complete the process?

Kind regards,

Adam

Dear YT1017 and Casino Guru,

We have forwarded all the information to our KYC department and will receive a response on Monday during office hours.

Respectfully,

Ybets Casino Representative

Thank you for the update Ybets Casino.

We will wait for more information from the KYC department.

Kind regards,

Adam

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear YT1017 and Casino Guru,

The client is still undergoing verification. We are awaiting the client's submission of the requested documentation.

We will ensure that they process your request as soon as possible.

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

Thank you for the update, Ybets Casino.

Dear YT1017,

Can you please let us know when all documents have been submitted?

Kind regards,

Adam

Dear YT1017,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Adam
Casino.Guru