Ybets Casino - Pelaajan kotiuttaminen viivästyy.

I've been waiting for my payout for over three weeks now. Initially, I was told it would take up to two weeks to verify my gaming session, but since there's no end in sight, I'll have to contact you.

Ich warte nun schon seit über 3 Wochen auf meine Auszahlung. Am Anfang wurde gesagt es dauert bis zu 2 Wochen meine Spielsitzung zu überprüfen, da aber kein Ende in Sicht ist muss ich mich nun bei euch melden.

Dear michizockt321,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the withdrawal process. To better assist you, could you please provide us with the following information?

• Could you please specify which games you played that are being verified by the casino?
• Have you made any successful withdrawals from this casino before?
• Could you kindly confirm if you passed the full KYC verification?

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

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Dear Veronika,

Unfortunately, I don't know exactly which games, but I only played games in the regular casino area.

Yes, I have had several successful withdrawals.

The casino never asked me for KYC documents. Of course, I would send them immediately.

Best regards,

Michi

Liebe Veronika,

Ich weiß leider nicht genau welche Spiele, aber ich habe nur Spiele im normalen Casino Bereich gespielt.

Ja, ich hatte schon mehrere erfolgreiche Auszahlungen.

Das Casino hat mich nie nach KYC Dokumenten gefragt. Ich würde es natürlich sofort schicken.

Beste Grüße,

Michi

Could you please forward me all the communication between you and the casino’s customer support regarding the delay in processing your winnings? You can send it to veronika.f@casino.guru. Alternatively, feel free to upload screenshots directly here if that’s more convenient for you.

Thank you very much for your patience and cooperation – it’s truly appreciated.

I've been waiting for over a month now. Here are screenshots from chat support.

Ich warte mittlerweile schon über ein Monat. Hier sind Screenshots vom Chat Support.

Thank you very much, michizockt321, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello michizockt321,

I am so sorry to hear your withdrawal hasn't reached you yet. 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 please state why the player's withdrawal has not yet been paid out, and when he can expect the payment?

Thank you in advance for providing the information.

Dear michizockt321 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

Dear Ybets Casino,

Thank you for your response and the information you have provided.

Please keep us updated regarding the matter.

I'll be awaiting your reply.

Dear Michizockt321 and Casino Guru,

Please be advised that we have received a response from the provider.

Our anti-fraud team has no further questions for you, and the check has been successfully passed.

Respectfully,

Ybets Casino Representative

Dear Ybets Casino,

Thank you for your response and the information you have provided.

Could you please state if the player can withdraw the funds from his casino account?

I'll be awaiting your reply.

I was now able to create a withdrawal request and am waiting for the casino to confirm it.

Ich konnte nun einen Auszahlungsantrag erstellen und warte auf das Casino zur Bestätigung.

Hello michizockt321,

Has your withdrawal request been processed?

I'll be awaiting your reply.

Dear Stefan,

No, the casino rejected the withdrawals and requested KYC documents. I sent the documents immediately and have now been waiting for a response from the casino for five days.

Lieber Stefan,

nein, das Casino hat die Auszahlungen abgelehnt und KYC Dokumente gefordert. Ich habe die Dokumente sofort verschickt und warte nun seit 5 Tagen auf eine Reaktion des Casinos.

Dear Ybets Casino,

Could you comment on the situation? Could you please inform us when the player will receive the funds?

I'll be awaiting your reply.

Dear Michaela1910 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

Dear Ybets Casino,

Could you provide us with an update on the player's verification?

I'll be awaiting your reply.

Dear Michaela1910 and Casino Guru,

The KYC department has requested information regarding the payment method.

Have you received this information?

Respectfully,

Ybets Casino Representative

Hello Ybets,

I saw the new request and made the document available immediately. I hope you won't need exactly a full week to review it again.

Hallo Ybets,

ich habe die neue Anfrage gesehen und das Dokument sofort zur Verfügung gestellt. Ich hoffe ihr werdet nicht wieder genau eine volle Woche brauchen um es zu überprüfen.

Dear Ybets Casino,

Could you provide us with an update regarding the player's verification?

I'll be awaiting your reply.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Michaela1910 and Casino Guru,

We have been waiting for over a week for the requested document from the player.

Today, we sent him a follow-up letter.

Respectfully,

Ybets Casino Representative

Hello Stefan and Ybets,

the casino has requested the following document: "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 and date of the bill (not older than 90 days). Please only upload the one page which contains the required information and use an image file format (such as PNG, JPEG, PDF).

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."

I still live with my parents and actually don't have any of these documents. I've already informed the casino of this and asked if my bank statements are also in order. I'm currently waiting for the casino's response.

Hallo Stefan und Ybets,

das Casino hat folgendes Dokument angefordert: "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 and date of the bill (not older than 90 days). Please only upload the one page which contains the required information and use an image file format (such as PNG, JPEG, PDF).

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."

Ich wohne noch bei meinen Eltern und besitze tatsächlich kein einziges dieser Dokumente. Ich habe das dem Casino bereits mitgeteilt und gefragt ob Kontoauszüge auch in Ordnung sind. Ich warte derzeit auf die Antwort des Casinos.

Dear Michaela1910,

Thank you for your response and the information you have provided.

Dear Ybets Casino,

Could you please confirm whether the bank statement will be accepted as proof of residence?

I'll be awaiting your reply.

Dear Michaela1910 and Casino Guru,

We have forwarded all relevant information to the KYC department, and I am confident that we can reach a compromise.

We will follow up with the player in the near future.

Respectfully,

Ybets Casino Representative

Dear Ybets Casino,

What do you mean by a compromise? The Player should be eligible for the full amount of € 5,000 if they pass the verification.

Please keep us updated.

I'll be awaiting your reply.

Hello Stefan,

I think what they mean by compromise is a solution to the KYC process. I was asked for a document that I don't have access to (my parents' utility bill). I asked Ybets to choose a document that I do have access to. However, I haven't heard from them for 12 days now.

Hallo Stefan,

ich denke mit Kompromiss ist eine Lösung im KYC Prozess gemeint. Ich wurde nämlich nach einem Dokument gefragt welches mir nicht zur Verfügung steht (Verbraucherrechnung meiner Eltern). Ich habe Ybets gebeten ein Dokument zu wählen welches mir zur Verfügung steht. Jetzt habe ich allerdings schon 12 Tage nichts mehr von ihnen gehört.

Dear Ybets Casino,

I want to inform you that this is your final opportunity to resolve the pending complaint submitted by the player. Despite our previous communications, the issue remains unresolved.

I would also like to highlight that cases involving your casino have been taking an unusually long time to reach resolution. This creates a frustrating and negative experience for the players, which ultimately reflects poorly on both your operation and our platform.

Due to the growing number of ongoing complaints, this matter was discussed during our recent internal meeting, where it was decided that it requires immediate attention.

If we do not reach a satisfactory resolution within the next 7 days, we will proceed to close the complaint as unresolved.

Additionally, please be aware that failure to address this issue will result in a negative impact on your safety index, which will affect your overall standing on our platform.

We urge you to prioritize dealing with this situation and take the necessary steps to resolve it without further delay.

Dear Michaela1910 and Casino Guru,

The player has been successfully verified and is now eligible to withdraw their funds.

Respectfully,

Ybets Casino Representative

Dear Michaela1910,

Could you please request a withdrawal and let me know once you do that?

I'll be awaiting your reply.

Hello Stefan,

I was able to create a withdrawal request for part of the money (1000€).

Hallo Stefan,

ich konnte einen Abhebungsantrag für einen Teil des Geldes (1000€) erstellen.

Dear Michaela1910,

Are you able to request another withdrawals of 1000€? Is it limited by a payment provider or by the casino?

I'll be awaiting your reply.

Dear Stefan,

This is limited by the casino. I guess I'll have to wait until the withdrawal is approved. However, I was able to request a second withdrawal of €699. Now the limit has been reached.

Lieber Stefan,

das ist durch das Casino begrenzt. Ich schätze ich werde warten müssen bis die Auszahlung genehmigt wurde. Ich konnte allerdings noch eine zweite Auszahlung von 699€ beantragen. Jetzt ist das Limit erreicht.

Dear Michaela1910,

I have checked the casino's terms and conditions, and they state that the maximum daily withdrawal limit is 2000$. Could you please let me know once you receive the first 2000$?

I'll be awaiting your reply.

Dear Stefan,

the first 1000€ have just been paid.

Lieber Stefan,

die ersten 1000€ wurden gerade bezahlt.

Dear Ybets Casino,

Could you please state why the player's remaining withdrawal requests were not paid out?

I'll be awaiting your reply.

Dear Michaela1910 and Casino Guru,

The player has successfully completed 4 out of 5 withdrawal requests.

The final request will be processed in the near future.

Respectfully,

Ybets Casino Representative

Dear Michaela1910,

Could you please state whether you have received all the withdrawals?

I'll be awaiting your reply.

Dear Stefan,

I received the final payment today. I would like to thank you very much. Without you, the casino would probably still be delayed today.

Lieber Stefan,

ich habe heute die letzte Zahlung erhalten. Ich möchte mich recht herzlich bei dir bedanken. Ohne dich würde das Casino wohl noch heute verzögern.

Dear michizockt321,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

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. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Stefan, Casino.Guru