Ybets Casino - Pelaaja hakee hyvitystä itsesulkupyynnön jälkeen.

I requested to be self excluded multiple times due to a gambling addiction. Ybets still had their VIP manager reach out to me to try and get me to gamble, aka wanting me to deposit more money. I’ve sent several emails to self exclude myself, due to a gamble addiction and as this was happening, I relapsed and deposited more money into this casino after requesting multiple self exclusions. 

I also tried to limit my gamble limit on their site to "0" on 12/3 and still nothing happened. 

All I am asking is to get my deposits back from 12/3 to 12/5. There has been No communication on my self exclusion or my request on deposits. 

This site doesn’t care about mental health or wanting people to get better. They just want to take all your money and not let you get better.

Dear monkey2024,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling Section and I found this:

Ways We Can Help You Stay Safe

Ybets is committed to promoting players to consider their own activity, whilst providing the tools they need to ensure they are in control, and playing with money they can afford.

Using safer gambling tools on your account

Ybets has a range of tools that can be applied to your account to set safe limits for you to play within. 

Self-Exclusion — Lock yourself out of your Ybets.net for a longer period of time if gambling is becoming a concern for you. You can opt for a 6 month, 1 year, 2 year and 5 year self exclusion. If you would like detailed information about how self exclusion works, please click here.

Do I understand correctly that you still have access to your casino account? Could you please forward me the self-exclusion requests that you sent to the casino? My email address is kristina.s@casino.guru.

Thank you very much in advance.

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.

Yes, that is correct.

I requested I be put on self exclusion on 12/3. (Sent the email to you) and radio silence from them.

Then I went on and tried to do it on the site for a year and also tried to set my gaming limit to 0, both did not work.

Then I sent another email requesting to be self excluded permanently and never heard back, so I kept following up.

(as I am trying to stop and be self excluded I of course kept gambling)

Finally, I waited for forever in the chat and they said someone would reach out to be about getting my deposits back and self exclusion.

Again, it’s been radio silence since. I am requesting all my cashback funds and my deposits back from 12/3 (when I requested and from the final time I deposited. 

And I would also like my cashback deals that were supposed to be given to me last Thursday. Since I deposited a ton of money, it should be a good chunk of change!

Thank you for your reply, monkey2024. Could you please forward me these emails (not as a screenshot)?

Yes, I can

Done

In one of your previous messages, you mentioned that you also contacted the casino via chat. Did you save the conversation? If you did, could you please forward it to me?

No, I don’t believe I do. Are all the emails not sufficient enough?

Thank you very much, monkey2024, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@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 monkey2024,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Ybets Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

Dear monkey2024 and Сasino Guru,

Following a thorough review of the correspondence, it has been determined that the player communicated with her VIP manager on multiple occasions, expressing a desire to depart from our casino for reasons that were not related to addiction.

The first time she mentioned her game addiction in chat on the 5th of November after which her account was immediately blocked. 

Respectfully,

Ybets Casino Representative

Dear monkey2024,

I am going through all of the emails you have provided. Can you confirm for me that your account was closed on the 5th of December?

That is simply not true ybets. I emailed you on 12/3 at 10:04 pm stating this "Please delete and self exclude my account for forever and don’t allow me to come back due to a gambling addiction. Also please wipe my email from getting promotional offered." 

Dear Ybets Casino,

Can you explain your last reply in more detail? Do I understand correctly that ou claim you have never received an email from the player mentioning gambling addiction? The player had provided me with an email that was sent to the email address support@ybets.net on the 5th of December. You claim you have never received such email?

Dear monkey2024,

I am sorry but I will not be able to help you here. You sent the email mentioning self-exclusion on the 3rd of December, but unfortunately, to the incorrect email address for this purpose. However, even if you used the correct email address, your account was closed after 2 days, which is considered by us to be a sufficient measure, due to the fact that the casinos need a certain timeframe to deal with self-exclusion requests, as they have to be handled manually, one by one. The whole process took 2 working days, which we consider to be a sufficient time for handling your request for self-exclusion due to a gambling problem.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.