Ybets Casino - Povlačenje igrača je odloženo zbog problema sa verifikacijom.

Hello,

I will start feom Deposit, I deposited 200 usdt, due to fact that they didn't allow sportbetting there I didn't use account for some time, maybe 10-15 days ago I started to play casino, made one low withdraw of 100$ and it was successful, I play more slots and now in account has 664$, I asked for another withdraw of 330$ but they rejected and via mail asked for kyc documents, I sent all requested documents on December 22nd, but sent it on kyc@ybets.io, after I visit live chat support I realized that I should send on kyc@ybets.net, I forwarded same mail on correct mail adress, in meantime I wrote them mail visited live chat support to see what is going on to my verification, no any answer on mail, on live chat saying only that they forwarded to their department etc, so zero help.

On January 15th they answer me on mail and said to send documents on correct mail adress, even as I already told dociments sent on correct address 11 days before their answer. Since than I wrote them two more mail explained that already sent documents to check mail but zero replys from them since then, in live chat just repeating same, that is not their part of job, to write on mail etc and that they already forwarded to their department, but I am still not verified and still can't withdraw funds.

Dear spavle111,

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 since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

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

Looking forward to your answer.

Regards,

Nick

again,

I think that almost your questions I answered, about comuncation, last time they send me mail and say rhat should sent on correct adress, but that was already done 10 days before that mail and they answer maybe 15-20 days ago, I answered on same mail and write that I already sent documents on correct adress that rhey just should check that. From then zero updates.

They didn't review any document, I sent all that they asked, but no update for 25 days already.

Thank you spavle111 for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear spavle111,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Ybets Casino representative to join this conversation.

Dear Ybets Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Dear Pavle88 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 Ybets Casino,

Would you be able to provide us with an update of the player's withdrawal problem?

Thank you.

Dear spavle111 and Casino Guru,

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

We appreciate your understanding and patience during this festive season.

Respectfully, 

Ybets Casino Representative

Hello again,

It's already Tuesday and no any response from you. I still can't withdraw my funds.

Dear spavle111,

Could you please confirm, if you have received an answer from the KYC departement by now?

Hello Mirka,

Yes I received after one month answer and rhey asked poa document, which I sent 3-4 days ago and no answer so far.

Dear spavle111,

Have you been able to make any progress in your verification process?

Thank you.

Hello Mirka,

I sent them requested document on February 28th and since than not any answer from them I even I asked two days ago why still not verified, zero update from them.

Still zero response after sending asked document. Almost three months wait to be verified. Insane

No response from them, no response from you, 7 days after, mine post still not approved.

@ybets, why you need 3 months to verify one account, and why it still not verified?

Dear Ybets Casino,

Could you please clarify, if there is any problem with player's submitted documents?

Thank you.

Dear spavle111 and Casino Guru,

We have temporarily halted the verification process as we have received information from our sports provider that the player in question was engaging in betting activities related to match-fixing.

Consequently, the player was blocked.

Respectfully, 

Ybets Casino Representative

I had zero bets on sports betting. They locked my account.

There is plenty of same complaints here and they have very high rating. Unbelievable.

@casinoguru for me seems that your interest in this case bit so good, waiting for 7-10 days for reply. I understand where this leads, at the end they will keep their high rate index and will continue to scam their players. Impossible that there 30-50 people that has same problem with verification and that this casino keeps their mega high rating.

Dear Ybets Casino,

Would you be able to provide evidence, that the player was engaging in sports betting?

Feel free to send it to miroslava.d@casino.guru.

Thank you.

Dear spavle111 and Casino Guru,

We have sent proof of the player's betting activities and the relevant details to your email.

Respectfully, 

Ybets Casino Representative

Can you send me too, cause I can't sign in into account. I know when this happen that you decided to not pay, and I lose only my energy here cause won't get any cent, just do not understand this high rate of this cadino here, and there js olenty of same problem, how is possible that 10 -15 people wait for verification for more than 2 months?

Dear spavle111,

I am waiting for further evidence i requested from the casino outside of this thread. I will inform you, if there are any updates.

Thank you for your patience.

Dear spavle111 and Casino Guru,

We have sent proof of the player's betting activities and the relevant details to your email.

Respectfully, 

Ybets Casino Representative

Dear spavle111,

I've received evidence from the casino, that confirms, that the issue in your complaint was sports betting related. Unfortunately, we don't have a branch dealing with sports betting yet. We wouldn't be able to advise you correctly as we don't have enough insight into sports betting, and we wouldn't be able to judge competently all the pros and cons, therefore, we have to reject your complaint. We’re truly sorry we couldn’t be of more help in this case. If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us.

Best Regards,

Mirka