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I had several withdrawal requests in pending status. When I checked my account, I saw they had canceled them and the money was back in my gaming account.

When I tried to make the withdrawal again, I received this message: Unable to withdraw.

Your previous bets are being reviewed by the game or sports provider to ensure fair play. You will be able to withdraw again once the review has been completed.

I contacted support, but they told me that the game provider needs to review my gameplay and that it can take 14 days or more...

I've been reading reviews from other people, and they say it takes over a month without any response...

It seems they just want you to keep playing and spending your money so they don't have to pay you.

I would like to receive my money because when I placed bets, they didn't have to check if the game was fair. I have always played slots without bonuses. It is real money, it is my money, and I want it returned.

The website prevents taking screenshots where you can see my money.

Tenía varios retiros solicitados en estado pendiente. Cuando me metí en la cuenta vi que ellos lo habían cancelado y el dinero estaba en mi cuenta de juego.

Al intentar de nuevo de hacer el retiro me salía este mensaje : No es posible retirar

Sus apuestas anteriores están siendo revisadas por el proveedor del juego o deporte para asegurar el juego limpio. Podrá retirar nuevamente una vez que la revisión haya sido completada.

Me puse en contacto con soporte pero me dicen que el proveedor de juego tiene que revisar mi juego y que puede tardar 14 días o más...

He estado leyendo reseñas de otra gente y dicen que pasan más de un mes y siguen sin respuesta ...

Que lo que quieren es que juegues y gastes el dinero y así no tienen que pagartelo.

Me gustaría recibir mi dinero ya que cuando he apostado no han tenido que revisar si el juego era limpio. En todo momento he jugado a slot y sin bonos. Es dinero real y mi dinero y quiero que me lo devuelvan.

La página impide hacer capturas donde se puede ver mi dinero.

Hello Estafadaporybets,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Ybets Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you play casino games only?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

My account is not verified but time passes and they still don't verify it...

They tell me it can take 14 days or more. It's been longer and I still can't withdraw.

I only played that casino slot.

I talked about this issue of being able to withdraw my money and they always told me the same thing. I told them I would file a complaint here and they immediately closed the chat and now I can access my account but they won't let me access support. I have sent several emails and they always answer me the same without giving me any solution. I need to get my money back.

Mi cuenta no está verificada pero pasa el tiempo y siguen sin verificarla...

Me dicen que puede demorarse 14 días o más. Llevo más tiempo y aún así continuo sin poder retirar.

Jugué solo q slot del casino.

Hablé sobre este tema de poder retirar mi dinero y siempre me decían lo mismo. Les dije que pondría una queja aquí y me cerraron directamente el chat y ahora puedo acceder a mi cuenta pero no me dejan acceder a soporte. He mandado varios correos y siempre me contestan lo mismo sin darme solución alguna. Necesito recuperar mi dinero.

Hello Estafadaporybets,

Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

What do you need me to send you? The emails?

I am attaching the images where you can see my money that they won't let me withdraw. You can also see how the black photo is the option to try to talk to support but they have it disabled and in the following photo it is the withdrawal option but it is also disabled and only the message is shown in which it states the reason why I can't withdraw my money and they keep giving me the runaround and I can't find a response from them.

Que necesita que le mande ? Los correos ?

Adjunto las imágenes donde se ve mi dinero que no dejan que retire. También se observa como la foto negra es la opción de intentar hablar con soporte pero me lo tienen deshabilitado y en la foto foto siguente es la opción de retiro pero también está deshabilitado y solo se muestra el mensaje en el que pone el supuesto por el cual no puedo retirar mi dinero y me siguen dando largas y no encuentro una respuesta por su parte. 

I am still in the same situation, I cannot withdraw my money. They continue with the same excuse that the provider is reviewing my game. The time they indicated to me has already passed and I cannot access my withdrawals.

They always tell me the same thing and never give me any solution.

Most of the time they close the chat or disable support so I can't talk to them. I've sent many emails as well and still no response. Please I need my money back. I'm not going to play or bet with it like they want. I want to be able to withdraw it as soon as possible. I'm attaching recent screenshots where you can see the amount of my money, the option that it won't let me withdraw and the support chat that they have disabled for me.

It won't let me attach the photos. I'll try again in a new message.

Continuo en la misma situación no puedo retirar mi dinero. Siguen con la misma excusa de que el proveedor está revisando mi juego. Ya ha pasado el tiempo que me indicaron y no puedo acceder a mis retiros.

Siempre me indican lo mismo y nunca me dan ninguna solución.

En la mayoría de las veces me cierran el chat o me deshabilitan el soporte para que no pueda hablar con ellos. He mandado muchos correos también y continuo sin una respuesta. Por favor necesito recuperar mi dinero. No lo voy a jugar o apostar como quieren. Quiero poder retirarlo cuanto antes. Le adjunto capturas recientes donde se puede ver la cantidad de mi dinero, la opción de que no me deja retirar y el chat de soporte que lo tienen desactivado para mi.

No me deja adjuntar las fotos. Lo intentaré de nuevo en un nuevo mensaje.

Thank you Estafadaporybets for all the information provided so far. Yes, I've requested the e-mail communication between you and the casino but as you claim that they are keep responding the same, it is not that necessary.

I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Estafadaporybets,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and while I can understand your dissatisfaction with the review of your gameplay, but this is an industry standard approach if the casino team has some reasonable suspicion. It does not particularly matter if you played with real money or bonus money; it's dependent on your gameplay. Furthermore, as you mentioned that you have not yet passed the KYC check, this could be one of the reasons why the casino team decided to review your gameplay with the game provider. While I acknowledge your perspective that the casino could enhance communication regarding the actions taken and the current status of the investigation, however, as long as there are no updates available, I can understand that currently there might not be much to inform you about. As you probably know, the investigation done by the game provider can in some cases be lengthy; sadly, there is not much that can be done. I kindly ask for your patience, as we just need to wait for their conclusion. I trust they will provide us with an update as soon as it's available. 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?

The emails where they always answer me the same and do not give me a solution. The time they indicated to me has already passed and they are still checking the game. Users who are in the same situation as me write the same thing saying that days go by and the withdrawal never arrives. In some cases, months have passed and they are still in the same situation.

I need a solution because I want to get my money back and be able to withdraw it.

Los correos donde me contestan siempre lo mismo y no me dan solución. Ya ha pasado el tiempo que me indicaron y siguen revisando el juego. Los usuarios que están en mi misma situación escriben lo mismo diciendo que pasan los días y el retiro nunca llega. En algunos casos han pasado hasta meses y siguen en la misma situación.

Necesito una solución porque quiero recuperar mi dinero y poder retirarlo.

Dear Estafadaporybets 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

It's the same answer as always. I hope that this time they finally solve my problem and I can withdraw my money. Otherwise I will take action. Thank you.

Es la misma respuesta de siempre. Espero que está vez solucionen por fin mi problema y pueda retirar mi dinero. Sino tomaré medidas. Gracias

The day has passed and they still haven't given me an answer or let me withdraw my money.

It's the same message they put over and over again and so the days go by...

It's their excuse not to pay.

You would think I would gamble my money and lose it in this time, but I didn't.

The 1700€ are still blocked without being able to make the withdrawal. Either you give me a solution or I start putting reviews of this casino so that no one ever plays.

Ha pasado el día y siguen sin darme una respuesta ni dejan que retire mi dinero.

Es el mismo mensaje que ponen una y otra vez y así van pasando los días...

Es su excusa para no pagar.

Pensarían que apostaría mi dinero y lo perdería en este tiempo, pero no lo hice.

Ahí siguen los 1700€ bloqueados sin poder hacer el retiro. O me da una solución o empiezo a poner reseñas de este casino para que nadie nunca juegue.

Dear Estafadaporybets 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

I am waiting to receive my money in my account. When I do, I will leave a record of it, in the meantime I am still waiting.

Estoy esperando para recibir mi dinero en mi cuenta. Cuando lo haga dejaré constancia de ello, mientras tanto sigo a la espera.

Thank you for the good news, Ybets Casino Representative.

Dear Estafadaporybets,

I'm glad the situation has been clarified, and I hope that you will receive your withdrawal soon. I look forward to your confirmation.

On Monday, February 2, they tell me that I can now withdraw my money. I make the withdrawal request, I wait for the 48 hours that they have to receive the withdrawal. My surprise is that they have cancelled my withdrawals again and now they tell me that I have to go through the KYC process and contact support. I attach a photo. I have contacted them and they do not tell me what I have to contribute or what to do... They keep giving me excuses not to pay my money. Please do something or I will report and label this casino as a scammer.

El lunes día 2 de febrero me ponen que ya puedo retirar mi dinero. Hago la solicitud de retirada, espero a las 48h que tienen de plazo para recibir el retiro. Mi sorpresa es que han vuelto a anular mis retiros y ahora me ponen que tengo que pasar el proceso KYC que contacte con soporte. Adjunto foto. He contactado con ellos y no me dicen que tengo que aportar ni que hacer... Siguen dándome excusas para no pagar mi dinero. Por favor hagan algo o me dispondré a denunciar y calificar este casino de estafador.



Dear Estafadaporybets,  

This message certainly comes as a surprise. I will reach out to the casino representative for further clarification.

Dear Ybets Casino Representative,

Can you please explain why the player withdrawal was not processed? I was led to believe that the game provider check had been completed successfully and that the withdrawal would proceed without any issues.

I'm looking forward to your clarification.

Dear Estafadaporybets 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

I have already sent the documentation, so don't say that you are waiting for it to be sent. What will happen after verification? And how long will this take? Another month?

Really, another lie, another excuse to continue delaying a payment that never arrives.

Ya mandé la documentación asique no diga que están esperando a que la manden. Que será después de la verificación?? Y cuanto tiempo va a tardar esta ?? Otro mes ?

De verdad otra mentira más, otra excusa para seguir retrasando un pago que nunca llega.

Dear Estafadaporybets and Casino Guru,

I can confirm that all the necessary documents have now been provided.

As such, the funds can be withdrawn.

Respectfully,

Ybets Casino Representative

I appreciate the positive update, Ybets Casino Representative. I trust the player's withdrawal will be processed in a timely manner.

Dear Estafadaporybets,

As mentioned above, you are now welcome to submit a withdrawal. I am confident that you will receive your winnings within the usual processing period. Please let me know once you receive your winnings so that I can close this complaint as resolved.

This never ends. It's a real nightmare and a disgrace. They keep lying. Now they tell me that to withdraw my money I have to keep betting a minimum of €120. After this they will continue with another excuse and the only thing they want is for me to spend my money and not be able to collect it. I'm attaching a photo. Please I need a solution now, I've been like this for a long time and they keep trying not to pay.

Esto es no acaba nunca. Es una auténtica pesadilla y una vergüenza. Siguen mintiendo. Ahora me ponen que para retirar mi dinero tengo que seguir apostando un mínimo de 120€. Después de esto seguirán con otra excusa y lo único que pretenden es que gaste mi dinero y no pueda cobrarlo. Adjunto foto. Por favor necesito ya una solución, llevo mucho tiempo así y siguen intentando no pagar.



Dear Ybets Casino Representative,  

Could you kindly clarify the reason behind the necessity for the player to meet additional wagering requirements, despite your earlier statement indicating that the funds were available for withdrawal?

Now I try to access my account and it tells me that the password is incorrect.

I have tried to change it to access and it keeps telling me that I cannot access...

They have closed my account so as not to pay my withdrawal

Ahora intento acceder a mi cuenta y me sale que la contraseña es incorrecta.

He intentado cambiarla para acceder y me sigue diciendo que no puedo acceder...

Han cerrado mi cuenta para no pagar mi retiro

Dear Estafadaporybets and Casino Guru,

You have used all your funds, with which it was decided by our administration to close your account according to paragraph 4.22 of our terms and conditions.

Respectfully,

Ybets Casino Representative

They have closed my account and blocked my access

Han cerrado mi cuenta y bloqueado mi acceso

Dear Estafadaporybets,

Could you confirm whether you lost all your funds by playing?

Dear Estafadaporybets,

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.

Dear Estafadaporybets,

I understand your dissatisfaction with the whole situation; maybe that's why you have not responded further. I can agree with you that the casino team could have handled the situation much better, but since you have lost the funds by further playing, there is sadly not really much that can be done with it anymore. I completely understand that from a user experience point of view, the whole situation was far from ideal, and you are entirely justified in feeling this way, but since the funds were lost before the issue could be fully resolved, we found ourselves in a position where we cannot pursue your complaint anymore. The player's patience in such situations is crucial. Once the funds are lost by the player, there is basically nothing further that can be done from our side. I hope you can understand our limited ability to help in such situations.

Because of the above-mentioned, I will now proceed to close the case. We regret that we are unable to assist you further in this situation. Should you encounter any issues with this or any other casino in the future, feel free to reach out to us. We will try our best to help.

Best regards,

Michal

Casino Guru