Ybets Casino - Pelaajan kotiuttaminen on viivästynyt KYC-ongelmien vuoksi.

This amount of withdrawal is negligent. 40 USDT is not a significant amount to me. However it is locked to a free bonus and capped at that amount.

The problem is with the verification. I claimed the bonus, completed the wager, made a verification deposit, and attempted to withdraw the capped winnings. Then was asked for KYC, which is fully understandable. I replied to the email immediately and provided KYC documents.

That was two weeks ago. I have been in contact with live chat support numerous times, and have received the same response "we have forwarded your concerns to the relevant department, please wait". I have also sent numerous emails to the KYC team's dedicated email, which has not once replied to me.

It should not take two weeks to complete a KYC verification.

Dear suitedup,

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 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?

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,

Dominika

Hello Dominika, I received the initial email April 4th, and replied ten minutes after receiving the email with my valid government issued drivers license.

I sent a follow up email on April 7th and 8th requesting an update. I sent further follow up emails on April 10th (including my license in this one again), 14th, and as recently as yesterday the 19th. Not one of my emails has been responded to.

I have also initiated live support chat sessions many times to try to get some kind of progress update, but each time the live agent either dismisses my issue stating they have no way of knowing KYC issues or stating they have forwarded my concern to the relevant department. I've been through enough customer support engagements (especially with casinos) to know "forwarding to the relevant department" means absolutely nothing.

Thank you for your response and I look forward to this issue being resolved.

Just tried live chat again, in an attempt to get any information or move things along. Their response was less than helpful and even after explaining that the KYC team has not responded to a single email I have sent, they suggested I contact the same KYC email address for further information.

Update April 24

After 20 days I finally received a response. The KYC team has now requested a photo of myself, holding my submitted ID, in front of their website. As absurd of a request that this is, I have complied and sent the requested photo back to them promptly. I await their response and have little faith they will get back to me in any kind of timely manner.

Dear suitedup, thank you for the information provided. Kindly provide us with an update once you receive a response from the casino.

I received a response this morning thanking me for the provided picture. They are now requesting proof of crypto deposit to my ybets account. I have not made a crypto deposit, but instead sent them proof of the e-transfer I sent as a verification deposit. I await their response.

Dear suitedup, thank you for the update so far. Could you kindly let us know if you have received any new response from the casino?

Also, did you clearly explain to them that you never made a crypto deposit?

I have received no further response from them since my last update. My response to their last email began with "I have not made a crypto deposit to my ybets account", which I believe is quite clear. I also provided proof of the method in which I did make the verification deposit.

Thank you very much, suitedup, for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@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, suitedup,

My name is Romi, and I will be assisting you with your case. 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 withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

Dear Suitedup 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

This is the exact kind of response I've received for the last month and a half. It adds nothing, and should be very indicative of how this casino operates.

I replied to the KYC team on April 29th and haven't had any response since.

I sincerely hope this issue, as well as the many other current open complaints have an impact on the CasinoGuru safety rating for this site.

Dear Suitedup,

Is there any update regarding your case, please?

Regards,

Romi

Romi,

No, I have not had any email communication from them since previously mentioned, April 29th. The only update from them was their response above, which can hardly be considered a response at all.

Will this process have any outcome? They clearly have no intention of verifying my account, and many others have had the exact same experience.

Dear Ybets Casino,

Is there any update, please?

Regards,

Romi

Dear suitedup and Casino Guru,

The player has successfully completed the verification process and is now eligible to withdraw their funds.

Respectfully,

Ybets Casino Representative

Greetings, all.

Thank you, Ybets Casino, for the information.

Dear Suitedup,

Please let us know when you make the withdrawal and if you receive your funds.

Thank you.

Regards,

Romi

Hello Romi

I received an email May 29th stating that verification had been completed. I then requested the withdrawal.

I can confirm that the withdrawal was processed yesterday, May 31st and funds were received.

I am finally able to put the matter behind me, but wish to state on record and for the public to view that this took from April 4th until May 31st to complete. Almost two months for a small withdrawal to get processed.

Thank you Romi and CasinoGuru for your support in getting this matter resolved.

Thank you, Suitedup, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are 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, 

Romi

Casino.Guru