Ybets Casino - Pelaajan kotiuttaminen on viivästynyt ja sitä tarkastellaan.

It's more then 6 months since I registered in ybets casino, but I only deposited once in march 8 or 9 in this year, I won money I tried to withdraw it but they cancelled it and said that "bets are being reviewed by game or sport provider to ensure the fair play.".

They also said that it takes up to 14 days but it's been 17 days and same message. I'm worried because a lot of users write online that they are scammers and I won't get my winnings.

One more thing is that I deposited crypto from Binance and I was trying to withdraw crypto, not in bank account or something like that. So I want HELP PLEASE.

Dear User032207504,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with withdrawing money from Ybets Casino.

To better understand your situation and to assist you more effectively, could you please provide answers to the following questions:

• Could you please let us know which games you played (slots, live casino, sports betting, etc.)?
• Have you checked if your account is fully verified, as this may affect the withdrawal process?
• Did you accumulate your winnings with or without an active bonus?

Your cooperation in providing these details will help us investigate and work toward a resolution.

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

Hi, thanks for reply!

• I played only slots, for example PGSoft provider is one of them. So only slots.
• I didn't verify my account more than just registering in that casino. I didn't provide any additional data, like passport, id or something like that. Also I didn't see in my account from where I can verify it.
• I accumulated my winnings without any active bonus. I just deposited and played with my own money.

Thank you very much for your reply, User032207504. 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.

Thank you very much, User032207504, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.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.

Hello, User032207504,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Ybets Casino Team,

Could you please explain the player's situation in more detail and provide us with an update on the availability of withdrawals from his account?

Thank you.

Hello again,

UPDATE: something like 12 days ago they unblocked withdrawal, I tried and then blocked again because I need KYC verification 🙂

I immediately sent documents on email and it's been 8-9 days and no response ! Support told me KYC check needs maximum 5 days ! Another red flag.

Also, I'm interested if casino does not reply in this conversation what happens next?

Dear User032207504 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

Thank you both for your replies and updates.

Dear User032207504,

Can you please provide us with an update once you have any news from the casino?

I think it is only a matter of time before you receive some email and details regarding your KYC if you have not yet.

Thank you.

Okay, I have a little update:

Casino wrote me on email today - "please provide your photo with your ID document in hand in front of our website in good quality as the information on your document should be clearly readable and your face should be fully seen".

I already sent it.



It seems like they are making it harder and harder to withdraw my funds 😀 I don't know, just tell me from the beginning what you need and I'll send, right? I HOPE this will be the last request from them and it won't need another 2 weeks and I can withdraw my funds after this !

Very bad experience so far !

Thank you for the update, User032207504.

If there is any news, feel free to inform us.

Dear Ybets Casino,

Can you please check the user's account and the status of his KYC? Can you update us on the matter?

Thank you.

Dear User032207504 and Casino Guru,

We appreciate your patience regarding the lengthy verification process.

The KYC department is currently reviewing all the documents you have recently sent.

I can confirm that the processing of your application will commence without delay.

Respectfully,

Ybets Casino Representative

Thank you for the update, Ybets Casino Team.

Can you please inform us about any development after the responsible casino department reviews the user's documents?

Thank you.

Hello again !

I have a little update again from my side.

Yesterday they wrote me on e-mail - "screenshot of a transaction from your crypto wallet to our platform where the hash ID and the destination wallet address are seen".

I immediately sent it of course !

This is nightmare !

Will it ever end???

Dear User032207504 and Casino Guru,

This is the final stage, and we will be revising the document you provided.

We will make every effort to respond to you as soon as possible.

Respectfully,

Ybets Casino Representative

Thank you both for your replies and updates.

Alright, let's see how it goes.

Dear User032207504,

Since this should be the final stage, as the casino representative informed us, please provide us with any news or updates as soon as there is any development in your KYC process. I sincerely believe that after your verification is completed, you will be able to finally withdraw your funds. I would count on a few more days anyway.

Looking forward to hearing good news from you.

Dear Ybets Casino Team,

you wrote me on email today - `"Dear Player,

So we can proceed with the verification of your account, we kindly ask you to submit supplemental documents such as a utility bill that shows your full name, residential address`".

So my question is - does this seem final stage to you?

Are you laughing at my face?

Thanks in advance

I am really sorry to hear about the further delay and requests.

However, unfortunately, I think there is no other option for moving forward than to provide the casino with the requested document. Your patience and cooperation are necessary and highly appreciated.

Dear Ybets Casino Team,

Can you please help us expedite the process and provide us with an update? What is happening there? The previous screenshot from the user's payment method should have been the final stage of the KYC.

Was the user's address verified before? If so, why is it necessary to re-verify it?

Can you simply provide us with the list of all the remaining documents that the user is supposed to deliver to finally complete the verification?

Thank you.

Yes of course,

I sent the document the next day after they wrote me, because I didn't have any documents in same day and I was gathering it.

Dear User032207504 and Casino Guru,

We have requested a utility bill from a player that is no older than three months.

This information was requested for the first time and has not been provided.

Our KYC department has sent a clarification letter regarding this matter.

Respectfully,

Ybets Casino Representative

Wow okay, this is so red flag tbh.

Dear Casino Guru, first of all they have not answered your questions.

Secondly they didn't request any utility document before and my wallet address verification should have been final stage.

They requested this document after this !

I sent the bank statement but they wrote me yesterday that they can't accept it for my address verification and they need utility bill. But for now on my name there is no any utility bill and I don't know, I need time to do something about it 🙂

They are so unresponsive and need minimum 7-8 days to respond to anything ! They are extending time for withdrawal with requesting this documents. This is the impression I have.

Support is so bad and everything about this casino is red flag ...

Greetings all,

Dear User032207504,

Can you please explain your statement of not having any utility bills to verify your address? Maybe the casino could accept a different proof of address if it knew more about the circumstances.

Dear Ybets Casino Team,

Please look at my previous post and provide us with clear answers.

In addition, can you please state a list of acceptable documents to verify the user's address if he cannot deliver a utility bill in his name?

Thank you. Looking forward to hearing clear information from you.

Dear User032207504 and Casino Guru,

We are currently awaiting proof of income from the player.

Regarding proof of residence, the player has informed us that he will be able to provide it soon.

Here's the document requirement:

Documents such as a utility bill that shows full name, residential address and date of the bill (not older than 90 days).

Additional forms of utility bills that are also acceptable include, but are not limited to: a current lease, a proof of enrollment at a college or university, or a tax return.

We have requested these documents due to an additional requirement from the KYC department.

I have confirmed with them that this will be the final set of documents they are expecting.

Respectfully,

Ybets Casino Representative

Thank you for your response and additional information.

Dear User032207504,

So, we received the list of the required documents to complete your KYC.

However, I noticed you did not answer my previous question.

Can you please explain the situation, and what is the status of the process of gathering the requested documents?

Thank you.

Dear User032207504,

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.

Hi,

My situation is that I can't provide listed documents that are 90 days or newer.

My only way is to write my name in utility bill, get a bill under my name and then translate it with notary.

I'm waiting for them right now.

It needs time because they are very slow and I need time again like 20-30 days.

Alright, I understand. Any news? It has been quite a long time.

In the meantime, can you please provide me with this information:

You need to have a physical address on your ID or other documents. What is this address, and who pays bills for this household at your original address?

Do I understand correctly that you cannot provide any of the documents listed by the casino above?

"Documents such as a utility bill that shows full name, residential address and date of the bill (not older than 90 days).

Additional forms of utility bills that are also acceptable include, but are not limited to: a current lease, a proof of enrollment at a college or university, or a tax return."

Do you not have any other payment method/bank account (bank statement), mobile operator invoices, any document with your full name, residential address and date of the document created within the last 90 days?

Alternatively, if you reside at a different address compared to the one on your ID(s), where do you reside? Can you not prove you reside there in any way? Documents showing your current address or any contracts related to your accommodation?

Please note this process is already taking too long, I cannot keep the complaint open indefinitely, and a suspicion has arisen about your identity and ability to pass the KYC at all.

Thank you.

Hi, I don't know why it raises suspicion if I need time to gather this documents.

I already said that I ALREADY PROVIDED OFFICIAL BANK STATEMENT but for some reason they "can't approve" it. it had every information about me, address and everything.

I pay the bills under my household but this bills are under my parent only.

This is the reason it takes so long, I need to write my name under this bills also and then translate it with official way.

If this takes too long for this complaint close it and I'll reopen in future when I have all the documents and nothing changes.

Thanks.

Dear User032207504,

Thank you for your reply and finally, the clarification I requested several times above. I am sorry if I overlooked something important above or in your email provided earlier. However, you mentioned some very important things only in your last post. Now the situation is clearer.

No problem with waiting for you and your updates.

In the meantime, while we wait for development on your side regarding the required document, let's ask the casino for more details.

Dear Ybets Casino Team,

Can you please provide us with the following information:

• What payment methods did the user use for deposits/withdrawals?
• Did he provide an acceptable bank statement as a document? If not, what was wrong with the document, and how should the complainant deliver it so it can be accepted by the casino for the purpose of the KYC? What exactly did the casino need to verify with the bank statement?
• Why can a bank statement not be accepted by the casino as proof of address?

Thank you. Looking forward to hearing from you.

Dear User032207504 and Casino Guru,

I am pleased to report that the player has successfully withdrawn his funds.

Respectfully,

Ybets Casino Representative

Thank you for the update, Ybets Casino Team.

Dear User032207504,

Can you please confirm the above-stated and that the issue has already been resolved, or provide us with an update?

Can I consider the matter addressed and close the case accordingly, or is there anything else I can help you with?

I would like to wait for your confirmation.

Thank you. Looking forward to hearing from you.

Hi,

first of all thanks that you didn't close the complaint until I replied.

Second of all, withdrawal is unblocked and I tried to withdraw my funds 2 days ago but it's still in processing status.

So, I didn't successfully withdraw my funds yet.

Alright, no worries. Thank you for the update, User032207504.

Since the withdrawal option was unblocked for you, and you were able to request a withdrawal, I sincerely believe it will be only a matter of time before the funds reach your payment method.

I will keep this complaint open pending your confirmation of a successful withdrawal or an update. It usually takes some time, so I would provide the casino with a few business days to process the payment.

Looking forward to hearing good news from you.

Dear User032207504,

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.

Hi,

I was able to withdraw my funds, but not fully, yet.

It was some regulation or something like that, that I was not able to withdraw all at once.

First part of my funds are already in my account. So this is good news.

Second part that I tried to withdraw is still in "Processing" status. It was two day interval for first and second withdrawals.

I tried first part of withdrawal on July 9, on July 16 it was deposited to my account.

Second part I tried on July 11, it's still in processing status.

Alright, thank you for the update, User032207504.

No problem at all, there are usually limits per transaction for withdrawals as a standard in online casinos, depending on the chosen payment method.

I will extend the timer for a longer time now, waiting for news and updates again.

If the second withdrawal is processed completely and the funds are credited to your payment method, I think we can predict that there will be no other issues in the process after your successful verification, and after you have already successfully withdrawn the first/second part of your balance, we can think about complaint closure.

Looking forward to hearing from you soon.

Hi,

just and update that I'm still waiting withdrawal for second part.

Hi, so here is the final good news.

I was finally able to withdraw my entire funds.

We can mark this issue as resolved.

Thanks very much for Casino Guru and Branislav for standing on my side and helping me resolve this issue !

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear User032207504,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Branislav B, Casino.Guru