Ybets Casino - Відкликання гравця відкладено.

Hi not long after my last complaint was finally resolved my withdrawal option was blocked as they wanted me to send verification documents. I sent these on 10/11/24 and was told would take a maximum of 10 days. I was then asked to send these documents again 2 weeks later for some reason which I did however I’ve not heard anything since despite me sending 12 emails. My balance is currently at 7300 dollars and I want to be able to withdraw this which is my right. During this time they’ve still accepted my deposits. Live chat just say it’s nothing to do with them and ask me to email to which I get no response at all. I’ve really had enough now and I suspect they’re intentionally delaying this process in the hope I lose my balance as I see a lot of people have accused them of the same thing. Please can you help with this I’m at my wits end.

thanks

Matthew

Dear matty12345678,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

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

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

Best regards,

Kristina

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.

Hi yes I’ve provided my card as proof of deposit, a statement within 90 days as proof of payment and also my passport and a screenshot of me holding my passport in from of y bets Home Screen on another device which is everything they requested. They have followed up asking for these seperately again for some reason which I provided again but that was 2 wks ago.

I’ve provided screenshots of my emails to them this last wk or so have had no response at all. I’ve sent everything in correct format as requested. I appreciate it can take a few days to sort but this is now 31 days and they’re really unresponsive and my vip manager keeps apologizing for the delay but says it’s out of his hands.

Thank you very much for your reply, matty12345678. Still no response to your emails? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hi yes after 34 days my account was verified but now they’re saying I can’t withdraw as issue with payment provider I’ve tried 3 different cards as advised but still waiting on reply from emails this has been so frustrating I’ve spent a lot of the balance waiting and just want to withdraw what’s left. They just don’t seem to allow withdrawals or make it as difficult and as long as possible. Can I request you ask them to respond and resolve this please?

thanks

Thank you very much, matty12345678, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.  

Hi Kristina just to let you know I’ve finally been able to withdraw however spent lots of my balance in the end but when it went smaller it miraculously worked. I think they only allow you to withdraw when you win small amounts. I dread to think how long it would’ve taken to withdraw 8000. Think just need to be aware of winning over 1000 with this casino in future is a fair summary of my case.

Dear matty12345678,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're 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. 

Best regards, 

Mirka

Casino.Guru