Ybets Casino - Виведення коштів гравцем затримується та перевіряється.

Hello,

I have won a big sum of money on this casino by playing high stakes and I think I am being delayed with the verification and the withdrawals. I made the first withdrawals on Sep 16 and after 3 days they were canceled, receiving an e-mail for KYC verification. I submitted all the documents and afterward, they told me to wait a maximum of 10 business days for my game session to be sent for the provider check. This term passed last week and since then I have been told to wait repeatedly with no clear time estimation. 20 days is a reasonable time for the verification in my opinion and I'm likely held up so long in order to play the winnings, which I will not. Can you please assist me until I receive the money?

Dear adrianmuresan95,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Ybets Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• What games did you play to accumulate your current balance in the casino? (which slots, live games, betting on sports) 

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,

Tomas

Hi Tomas,

Thanks for following up on this.

Have you made any successful withdrawals from the casino in the past? No

Could you please confirm that you have passed the KYC verification? Not yet. I have provided all documents but I am delayed for 21 days due to the the provider check.

Have you accumulated your winnings with the help of a bonus? No

What games did you play to accumulate your current balance in the casino? (which slots, live games, betting on sports) Slots

Thank you very much, adrianmuresan95, 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.  

Hi adrianmuresan95,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino and we'll see what can be done if they reply.

Dear Ybets Casino, I'd like to invite you to join this conversation and participate in resolving the player's complaint. Could you please share more information regarding the case? Would you please specify the current status of the player's verification procedure and when they can expect it to be finished?

I'm looking forward to hearing from you. If you have any supporting evidence, feel free to send it to my email natalia.b@casino.guru

Kind regards,

Natalia

Dear Natalia,

First of all, thank you for assisting me with this complaint.

I received a payment of 1000 USD today, so things should be okay for now. Would you recommend leaving this complaint open for a little bit longer, just in case, or closing it and reopening it in case of future issues? I count on your experience.

Respectfully,

Adrian

Dear adrianmuresan95, thank you for the updates. Is your account marked as verified already?

I suggest we keep the complaint open for a while until we are sure that you regularly receive the payments. We haven't heard any comments from the casino yet, probably, they could have shared more information about the payment schedule.

Dear agrianmuresan95 and Сasino Guru,

We have begun the process of withdrawing funds from the player in accordance with his limits.

Our finance department extend our sincerest apologies for the delay.

Respectfully,

Ybets Casino Representative

Dear Ybets and Natalia,

Currently, I have 3 pending withdrawals that have not been processed yet on the casino end. 2 of them were done more than 72 hours ago, 1 from today and I will do another 1 tomorrow before reaching the weekly limit. I will write here confirmation once the funds get to my account. As I saw, once the withdrawals are processed by the casino, it does not take long to be transferred.

Many thanks again for the help.

Kind regards,

Adrian

Dear adrianmuresan95, please, let us know if you have received the withdrawal from Ybets? Do you still have any pending withdrawals?

Dear Natalia,

I'm getting a run for the money here. Another withdrawal for 800 went in last week. I should have 4 more pending for 1000 each; however, they say 2 of them were canceled due to an issue with the payment provider. The thing is, the 2000 was not credited back to my balance and I could not make new withdrawals for them due to limits. I still have 2 more pending withdrawals not processed for more than a week by the casino and I'm afraid they will be canceled as well. My bank and card should be fine as I have already received money 2 times.

Kind regards,

Adrian

Dear adrianmuresan95, do you have any updates regarding your withdrawals? If there has been no progress, I'll contact the casino again.

Dear adrianmuresan95,

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 Natalia,

So far, I have received 5800 USD, but nothing since November 3. Currently, I have 5 pending withdrawals, 2 of which have been pending for more than 14 days. I don't know what happened, as it was going fine until then.

Kind regards,

Adrian

Thank you for keeping us informed, adrianmuresan95.

Dear Ybets Casino, please verify that the player's withdrawal requests are processed promptly without significant delays. Thank you.

Dear adrianmuresan95 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

Thank you for the clarification, Ybets Casino. I'm uncertain why the incomplete verification was not mentioned a month ago when you first responded to the complaint.

Dear adrianmuresan95, could you please specify which documents were requested from you to continue the verification process? Have you already submitted these documents to the casino?

Dear Natalia,

In September I submitted a photo of my passport, a selfie with me, my passport, and Ybets site on the background as well as a screenshot of a transaction from the bank app. 1 week ago they asked for a photo of my card, and a few days ago for a document with my name and address. I initially sent a bank statement but they asked for a paper document. I sent that as well 2 days ago, a letter from that bank with all those details. I complied with everything they asked.

Kind regards,

Adrian

Dear Natalia,

I was asked for documents proving the source of funds now ( sent 3 bank statements showing when I get my salary), 1 week after the utility bill, 2 weeks after the photo of the card, and 4 weeks since I am not able to withdraw. Added to this is 1 month of verification from September, for the initial documents and game supplier check. If this is not excessive and abusive, I don't know what it is...

Adrian

Thank you for the updates, adrianmuresan95. Your cooperation is greatly appreciated. Casinos may request additional documents during the verification process, and it is standard practice to ask for proof of funds and proof of address. However, I would like to point out that it is common for all necessary documents to be requested at the beginning of the verification. In this case, the casino has asked for new documents after a month of processing, which could be perceived as delaying the verification process. Nonetheless, according to the terms and conditions, Ybets reserves the right to conduct additional KYC verification procedures for any withdrawal.

Dear Ybets Casino, please let us know the results of the document review and whether the provided documentation meets your requirements.

Dear adrianmuresan95 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

Thank you for the updates, Ybets Casino.

Dear adrianmuresan95, please let us know if after the complete verification your withdrawal requests will be processed without any delays.

Dear Natalia and Ybets,

Many thanks for the assistance with the dispute and for finally finding a resolution with the verification. Currently, I have 2 withdrawals of 1000 USD. I will update here when they are processed.

Adrian

Hello,

Still nothing, Natalia. Would you mind contacting the casino again, please?

Adrian

Dear Ybets Casino, please confirm if the withdrawal requests were processed from your side.

Dear Natalia,

An update. Unfortunately, they canceled all my withdrawals and sent my bet history to the provider for review, AGAIN.

However, on the documents I posted here, you can see this was done in September and lasted a month. I have not made any new bets since then, so there was nothing extra to be sent. When I thought this circus was over, they did it again,

Adrian

Update: It seems the bet history verification is done. However, now they have asked for a selfie with my bank card in hand. I've written this just in case tomorrow, they reply that they asked me for a new document. Today, I sent multiple high-quality photos with my face and card numbers visible.

Dear adrianmuresan95 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

Dear Ybets Casino, if you already have any updates, let us know.

Dear adrianmuresan95 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 Natalia,

They are talking about the documents I sent 10 days ago, for which I've left an update here. I kept following up every day without results. You can check the e-mails I have attached.

This complaint is now 3 months old and I am still being verified without a resolution. Please tell me if this is normal or if you have encountered anything similar. No casino verification on this Earth takes 90 days. Please do not set the timer for another 7 days as they are clearly delaying and taking advantage of this timer to reply at the last minute.

Dear Natalia,

I have sent you a chat transcript. They are clearly messing with me now. Also, from the moment I left the last update, I tried contacting them 3 more times without success. Please assist me with this matter, the complaint is from October, and at this point, it will last another 3 months if they are given 7 days to reply each time.

Kind regards,

Adrian

Another update. Now they have asked me for legal proof I own my card because photos of it with both faces and a selfie with me holding it are not enough🙂. I've sent them a card confirmation document from bank but this is getting ridiculous and it feels like the delaying tactics never stop.

Just a review of what they have asked so far: ID, Selfie with the casino in the background, proof of payment, proof of address, source of funds, photo of the card, a selfie with the card in hand, and now legal proof I own the card. On top of this, they also sent my betting history to the provider 2 times. Does this feel right to you?

Thank you for keeping us updated, adrianmuresan95.

Dear Ybets Casino, could you please confirm whether you have reviewed the card ownership document submitted by the player? Additionally, could you clarify the reason for initiating a new provider check and the expected duration for this process?

It appears that there is an intentional delay in this procedure. Why was the player not notified about the complete set of required documents at the start of the KYC process? Since the complaint has been open for three months now, and KYC usually doesn't take more than a month, I hope that you can finalize the verification as soon as possible. If there are no developments, we will be forced to close the complaint as unresolved.

Dear Natalia,

I'm afraid your last reply did not have the impact I was expecting. I'm sure it's hard to believe but I was asked for another absurd document today: legal proof of the source of funds I received on the card I was making transactions on the platform.

To my knowledge, bank statements are legal proof of the source of funds and I have sent them 3 showing my payslip from my job. This was done on the 3rd of December and were already deemed as good when my account was temporarily deemed as verified. I have sent them a: card deposit receipt, another bank statement with my payslip, and a bank statement from my revolut card, which I made transactions with on the casino

Dear adrianmuresan95,

Would you mind sending me the documents you mentioned that you shared with the casino in December (payslips and bank statements showing receipt of your salary)? Please send them to my email at natalia.b@casino.guru. Rest assured, your documents will not be disclosed anywhere and will be used solely for our internal review to ensure they meet all requirements for source of funds verification.

Thank you for your patience as we are still awaiting a response from the casino.

Best regards,

Natalia

Dear Natalia,

Many thanks for checking this. I have sent you the requested documents to the mentioned e-mail address.

Kind regards,

Adrian

Dear adrianmuresan95 and Casino Guru,

Regrettably, we are unable to accept bank statements in Romanian.

Please provide this document in English to facilitate our KYC process.

Respectfully,

Ybets Casino Representative

It's just another pathetic excuse. You have had no problems reviewing my documents in Romanian so far. In fact, I saw in other complaints that you were even given documents in Japanese, and there were no problems there.

You allow players from Romania, and the website even has a Romanian language option. Why can't you review documents in this language? It's a simple Google translation job.

I checked at the bank; they are not generating bank statements in English since it's a Romanian bank. I can't change the bank where I get my salary just because you can't Google Translate a few lines.

Natalia, please do not reset the timer for another 7 days. They replied with 10 minutes left on the timer.

Edit: I've asked my employer, they can't generate payslips in English. This is absurd!

Dear Natalia,

I had 2 bank statements officially translated into English, which I have just sent to the casino. I also sent them to your e-mail. I hope this is the last trick they play as this verification has been ongoing since September.

Kind regards,

Adrian

Dear Ybets Casino, you have accepted previous documentation from the player in Romanian. Your website is translated into Romanian. Given that this complaint has been open for over three and a half months, the current requirements raise concerns about a deliberate delay in the verification process.

The player has submitted translated versions of the necessary documents as requested. Please, share the updates after reviewing the documents.

Dear adrianmuresan95 and Casino Guru,

Following the recent update to our anti-fraud system, we have identified clear evidence of a duplicate player.

This practice is strictly prohibited by our company's regulations.

We are prepared to provide all relevant evidence regarding this matter via email.

Respectfully,

Ybets Casino Representative

I'm expecting you to share the detailed evidence that supports your claims as soon as possible, please send me an email at natalia.b@casino.guru

It's not shady at all that after 4 months of verification, just before it was over, you found a duplicate account.

Dear Natalia,

We've sent details to your e-mail address - natalia.b@casino.guru

Thank you for your reply.

Respectfully,

Ybets Casino Representative

Thank you, Ybets Casino. I have some additional questions about the information you provided, please check my response to you.

Dear adrianmuresan95, can you please confirm if you recollect creating more accounts before the one you've been trying to verify?

Dear adrianmuresan95,

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 Ybets Casino, I'm also waiting for your response as the details you shared are not sufficient for us to make any conclusions about the case.

Dear Natalia,

We've sent details to your e-mail address - natalia.b@casino.guru

Thank you for your reply.

Respectfully,

Ybets Casino Representative

Hello,

Sorry for the delay; I was on vacation. No, I have not created multiple accounts. I have had the account since September, and I have been verified countless times since then, sending 10 different types of documents. I was even temporarily verified 2 times, and I was able to withdraw at some point. You're telling me they didn't find anything for 5 months, and all of a sudden, they found a duplicate account just before I was about to be verified and finally be able to withdraw. I have given up already. Shameless anyways. They were even caught fabricating proof on other complaints as well.

Just check this: https://casino.guru/ybets-casino-the-player-lost-his-winnings-despite

Adrian

Dear adrianmuresan95, I hope you've been doing well.

We have received additional information from the casino regarding your case. They have provided sufficient documentation to support their claim that you created two accounts. The first account was registered on September 10, 2024, and several no-deposit bonuses were claimed. The second account, which we've been discussing in this complaint thread, was created just five days later, on September 15, 2024, and no-deposit bonuses were also claimed on this account.

Unfortunately, this situation constitutes a violation of the casino's terms and conditions. Online casinos generally allow only one account per individual, and it appears that the accounts in question were created within a short timeframe, suggesting it may not have been an unintentional mistake on your part.

As a result, we cannot support your position in this dispute, as your actions are considered a breach of the casino's terms. Therefore, we regret to inform you that your complaint has been rejected.

Thank you for your understanding. I’m sorry we couldn't assist you further on this occasion. If you encounter any issues with this or any other casino in the future, please don’t hesitate to reach out to us.

Best regards,

Natalia