Ybets Casino - Відкликання гравця затримується через KYC.

I was asked by this casino to provide KYC documents, which I submitted. It has been fourteen days since the submission. The KYC verification process is taking too long, and even when I contact support, they only tell me that it’s still under review, with no sign of progress. I have a balance in my account, but since the casino has not approved the KYC, I am unable to withdraw funds, which is causing issues. Could you please urge them to expedite the KYC approval process?

Dear EngineerYamada,

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, but two weeks should be enough.

• 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

Dear Kristina,

The KYC documents I submitted are as follows:

・Passport

・Screenshot of the transaction from the cryptocurrency wallet

・A photo of me holding my passport in front of the Ybets website.

I have submitted all the required documents in the correct format.

Best regards,

Yamada.

Thank you very much for your reply, EngineerYamada. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Kristina,

I have sent screenshots of the correspondence between Ybets and myself to your email address. Please take a look.

Best regards,

Engineer Yamada

Thank you very much, EngineerYamada, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.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 EngineerYamada,

I am so sorry to hear your account has not yet been verified. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Ybets Casino representative to join this conversation and participate in resolving this complaint.

Dear Ybets Casino,

Could you state why the player's account has not yet been verified?

Thank you in advance for providing the information.

Dear EngineerYamada and Сasino 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,

Thank you for your response and the information provided.

Please keep us updated regarding the KYC process.

I'll be awaiting your reply.

Dear EngineerYamada and Сasino 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

Hello EngineerYamada,

Did you manage to provide the casino with the necessary documents?

I'll be awaiting your reply.

Hello Stefan.

No, I haven't been asked for any additional documents.

I have already submitted all the required documents initially. So far, I haven't been asked for anything additional.

Dear Ybets Casino,

Could you inform us which documents must be provided to verify the player's account?

I'll be awaiting your reply.

I was recently asked by Ybets to provide additional required documents, and I have completed the submission via email.

Hello EngineerYamada,

Thank you for your response and the information provided.

Dear Ybets Casino,

Could you let us know about the situation regarding the player's verification?

I'll be awaiting your reply.

I was just asked for new documents and have now sent them.

Instead of requesting all the necessary documents at once, I’ve been asked for them in three separate stages.

I’m concerned that this process might go on endlessly.

It has already been more than a month.

It's the first time I've been asked for so many documents just for a mere $500 withdrawal. I'm starting to feel suspicious.

Dear EngineerYamada and Сasino Guru,

We appreciate your interest in the lengthy verification process. Please accept our apologies for this inconvenience.

In your case, the additional time required for the translation of the documents you provided is the reason for the delay.

We will endeavour to expedite the process for you.

Respectfully,

Ybets Casino Representative

Hello EngineerYamada,

I understand this must be frustrating for you, but the Player verification is important in a casino for several reasons:

Fraud Prevention: Verification helps to prevent fraudulent activities, such as identity theft and money laundering. By confirming a player's identity, casinos can protect themselves and their players from financial crimes.

Age Verification: Ensuring that all players are of legal gambling age is a legal requirement. Verification processes help uphold this standard and promote responsible gaming.

Security of Funds: Verifying a player's identity ensures that funds are securely managed and that withdrawals are processed to the correct account holder, reducing the risk of disputes.

Regulatory Compliance: Many jurisdictions require casinos to verify their players to comply with legal and regulatory standards. This is essential for maintaining the casino's license and operating legally.

Fair Play: A verified player base contributes to a fair gaming environment, ensuring that all participants are held to the same standards and regulations.

Overall, player verification is a critical component of maintaining the integrity, security, and fairness of casino operations.

Thank you for your understanding.

Dear Ybets Casino,

Please, keep us updated regarding the player's verification.

Dear EngineerYamada and Сasino Guru,

This is to confirm that all the necessary documents from the client have now been received.

The verification stage is currently underway, and we are taking steps to accelerate the process.

Respectfully,

Ybets Casino Representative

Dear Ybets Casino,

Thank you for your response and the information provided.

Please keep us updated regarding the player's verification.

I'll be awaiting your reply.

Dear EngineerYamada and Сasino Guru,

We are pleased to inform you that the client has been successfully verified. 

We would like to extend our congratulations to him and consider the dispute closed. 

We appreciate your transparency throughout the process.

Respectfully,

Ybets Casino Representative

Dear Ybets Casino,

Thank you for your response and the information provided.

Hello EngineerYamada,

Did you manage to request a withdrawal from the casino?

I'll be awaiting your reply.

I have received an email confirming that the KYC process has been successfully completed.

I am currently in the process of requesting a withdrawal.

I will update you here once it is successful.

Hello EngineerYamada,

Thank you for your response and the information provided.

I'll be awaiting your reply once your withdrawal is processed.

Yes, I hope the withdrawal is successfully completed

Hello EngineerYamada,

Please let me know once you receive the withdrawal from the casino.

I'll be awaiting your reply.

My gaming session has been forwarded to the provider, and the verification process is being conducted, which caused my withdrawal to be canceled. I was informed that the verification usually takes 14 days, but it may take longer in some cases.

Dear Ybets Casino,

Could you comment on this situation? Is there anything that the player needs to provide?

I'll be awaiting your reply.

Dear EngineerYamada and Сasino 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

Dear Ybets Casino,

Thank you for your response and the information provided.

I'll be awaiting your reply.

Dear EngineerYamada and Сasino Guru,

We are awaiting a response from the provider.

We will contact them again to see if we can speed up the process.

Respectfully, 

Ybets Casino Representative

Dear Ybets Casino,

Thank you for your response and the information provided.

Please keep us updated.

I'll be awaiting your reply.

Dear EngineerYamada and Casino Guru,

We are pleased to inform you that the client has been successfully verified.

Withdrawals are available to the player in accordance with our limits.

We appreciate your transparency throughout the process.

Respectfully,

Ybets Casino Representative

I am currently in the process of requesting a withdrawal.

I will update you here once it is successful.

Hello EngineerYamada,

Please let me know once you receive the withdrawal from the casino.

I'll be awaiting your reply.

It has already been two months since I filed the complaint. I hope this time I will finally be able to withdraw.

Hello EngineerYamada,

Please contact us once you receive the funds from the casino.

I'll be awaiting your reply.

I was able to successfully withdraw the funds.

Thank you, Kristina and Stefan, for your support.

Dear EngineerYamada,

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, 

Stefan, Casino.Guru