Ybets Casino - Гравець стикається із затримкою процесу перевірки.

At October 31 I won 1600$ at this casino and this when the problems started .At start they were canceling my withdrawals without any reason.Then they ve sent me an email that I have to KYC this account fine .I ve sent the files almost instantly to them at 4thNovember (they asked me for these files 3rd of November) and they said to me 10 working days to verify me .Anyways after lots of emails etc etc and them keep asking me more and more files (Bank statements,Utility bills) .Files that at the first mails never got asked .I am still waiting them to verify me 22 days after I ve sent the first email.

Dear vageliskoltsi1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format?

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Could you please provide the link to the casino in question? Since you've submitted two similar complaints, are you experiencing verification issues in both casinos?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

Dear vageliskoltsi1, have you received any results from the verification process?

From ybets I’ve only received a mail around 10 days ago to resend all my files …As I did !

Thank you very much, vageliskoltsi1, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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 ,

Still I’ve got no answer from ybets.

Thanks,

Dear vageliskoltsi1,

I have reviewed your case, and I'm sorry to hear about the difficulties you are experiencing with verification. I will reach out to the casino to see how we can resolve this matter.

Dear Ybets Casino,

I would like to invite you to participate in this conversation to help resolve the player’s complaint. Could you please provide more information regarding this case? Specifically, have you received all the necessary documentation from the player for KYC verification? What is the current status of their verification?

I look forward to your response. If you have any supporting evidence, please feel free to send it to my email at natalia.b@casino.guru.

Kind regards,

Natalia

Dear Vageliskoltsi1 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

I'm extending the timer for 7 days for Ybets Casino. I hope the casino will share updates as soon as possible.

Dear ybets,

I understand that 50 days is very short time for someone to get verified and it is a very hard process to check 7 or 8 files to do the KYC…. Could you please make an exception and verify me …

Thank you,

Vagelis

Dear Vageliskoltsi1 and Casino Guru,

Our KYC department has raised questions regarding an overdue document.

You were notified via email today about this matter, and we are currently awaiting your response.

Respectfully,

Ybets Casino Representative

I "ve sent this document 8 days ago….

Here is the proof so stop doing that please .

Hello,

60 days after the win I have still the same status I got from day 1

you should be ashamed !!

…..,

Vagelis

Dear Ybets Casino, please specify what documents were missing for KYC. Based on the screenshots from the player, you were provided with bank statements on 13th Dec, which were accepted for review on 16th Dec. Were they finally rejected? What's the current status of the player's verification?

Today I ve got this email

Although I provided screenshot of my transaction from my wallet 60 days ago there is no name at my wallet cause is a crypto freaking wallet !! For proof I ve sent them again the transaction

Those guys are frauds I don’t know why you have them 8,7 score maybe you are with them ….

Dear vageliskoltsi1 and Casino Guru,

We hope this message finds you well. As part of our ongoing commitment to ensuring compliance with international AML regulations, we have completed the initial stages of your verification. 

However, during the review of your account activity, certain aspects require additional clarification to fully satisfy our compliance standards.

To proceed, we kindly request that you provide further financial documentation, 

We have dispatched a mail with this request.

We understand that this process might be an inconvenience, but please rest assured that it is carried out to protect all parties involved and maintain a secure environment.

Respectfully,

Ybets Casino Representative

Dear ybets,

No it doesn’t find me well ,You ask me to prove my anonymous crypto wallet is mine but there is no way to prove you this and your email doesn’t contain what you need or how to do it …I ve already sent you a screenshot of my transaction that proves I ve sent the funds from my wallet there is no other way than showing you my secret phase (which I will not do an anonymous random guy ) . As I don’t see any problem with my verification can we proceed with that ?

Thanks ,

Vagelis

An employee at ybets chat told me to send transaction screenshot my wallet screenshot and address screenshot which I did and now they ve sent me an email that they need more proof that I own the wallet which I can’t do cause it’s a freaking decentralised wallet please casino guru do something about these frauds here are the mail screen shots and message with the support guy

Dear vageliskoltsi1, could you please specify what wallet you've been using, MetaMask or something similar?

Dear Ybets Casino, I'd like to point out that decentralized wallets are known for a high degree of anonymity as they typically do not require personal information (such as name or address) for registration, so they are not associated with any ID information. Therefore the player can't provide you with a screenshot that shows the ownership of the wallet. Please, specify how we can proceed in this situation. Additionally, please confirm whether the previously submitted documentation met your requirements or which aspects need more clarification.

Hello ,

I am using trust wallet I had no problems with withdrawals at stake casino I don’t know why I have problem with ybets or what I did that it is under review .

Thanks,

Hello,

I received this e mail from them.They ask me again to verify my decentralized wallet with e mail a full name they are such clowns and frauds . I ve sent them a screenmirror with my statement and then logging in to my wallet to prove them I own the wallet but they rejected it I guess cause they never contacted me. You have to do something with them please .

Thanks,

Vagelis

Thank you for the updates and the link with the recording, vageliskoltsi1. As you can see we're still waiting for the casino's response. So far they haven't responded here in the complaint thread nor contacted us privately.

Dear vageliskoltsi1 and Casino Guru,

We have received the video, but unfortunately it does not meet our requirements.

We have sent you a detailed letter explaining what we require from you.

Respectfully,

Ybets Casino Representative

I HAVE A DECENTRALIZED WALLET IT DOES NOT HAVE ANY INFORMATION ABOUT ME THATS WHY IT WAS MADE TO BE ANONYMOUS

Natalia I ve sent them the transactions I did at Revolut to send funds to my trust wallet it’s the only thing that says my name I hope that the files will pass their clownish "requirements "

Dear vageliskoltsi1, I want to confirm whether the casino has requested that you prove ownership of the anonymous crypto wallet again in their detailed letter. Could you please share a screenshot of their email for reference?

Dear Ybets Casino, I kindly request that you duplicate the information you previously shared with the player in this complaint thread. Your responses have not clarified the current status of the situation, the reasons for the rejection of the provided documents, or the current requirements.

Thank you for your assistance

Hello,

Sure there you go.

Thanks,

Vagelis

Thank you for sharing the screenshot, vageliskoltsi1!

Dear Ybets Casino, the fundamental nature of decentralized wallets is to prioritize user anonymity and privacy, making it impossible to provide proof of ownership. I kindly ask you to consider the implications of the verification policy on users who prioritize their privacy through decentralized systems as this can affect not only vageliskoltsi1 but many other players who utilize similar wallets for secure and anonymous transactions.

It would be much appreciated if we could move forward with this complaint and create a fair solution for the problem.

Hello,

Today they have sent me this email again after 7 days…Please help me !!!

Thanks,

Vagelis 

Dear Vageliskoltsi1 and Casino Guru,

Our KYC department only requires evidence of cryptocurrency wallet ownership.

A screenshot from your profile will suffice.

Please follow the instructions given in the letter.

Respectfully,

Ybets Casino Representative

Hello frauds,

As I am saying the last couple of weeks I own a decentralised wallet which I can’t prove ownership cause I can’t register with my name and email…. I ve sent you the transactions I did to you site. So I ve proven that I own this so please stop being so frauds and verify me it’s been 3 months …..

Thanks,

Vagelis

Hello casino guru,

I asked them to provide me screenshots from trust wallet on what they want me to send them to verify my wallet and they answered me this

.I don’t know what to do it seems that they won’t verify me and my funds will be lost….You are the only one that can help me ….

Thanks,

Vagelis

Dear vageliskoltsi1, it is regrettable that the casino is uncooperative and continues to present challenges for your verification. We have explained the nature of the decentralized crypto wallet multiple times, yet the casino persists in requesting unattainable information and appears to ignore our explanations. This raises concerns as the casino offers only generic replies in the complaint thread, failing to delve deeper into the issue and understand the player's situation.

As there has been no progress in our communication with the casino, I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I strongly recommend you contact Anjouan Gaming (https://anjouangaming.com/dispute-terms-conditions/) and submit a complaint to them. Here you can read more about the gaming authority: https://casinoguru-en.com/licensing-authorities/comoros-license. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am really sorry I could not be of more help on this occasion.

Best regards,

Natalia

Hello, everyone. We’ve reopened this complaint at the request of Ybets Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The following message was received from the casino representative:

Hi Natalia,

Yes, we have checked all the documents and for your convenience we are ready to verify the player and allow him to withdraw funds.

Best regards,

Valery

Ybets Casino

Dear Ybets Casino, thank you for agreeing to reassess the player's situation. We appreciate your readiness to adjust your approach in this case. Please inform us once the account is verified, so the player can proceed with submitting a withdrawal request. Let us know if anything else is needed.

i received my amount thanks

Dear Vageliskoltsi1 and Casino Guru,

The funds were successfully withdrawn. 

Respectfully,

Ybets Casino Representative

Dear vageliskoltsi1,

I'm happy to hear that your issue has been resolved, and I'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. I hope that the provided suggestions and explanations were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Dear Ybets Casino, thank you for the confirmation.

Best regards, 

Natalia