Ybets Casino - Pelaajan kotiuttaminen viivästyy ja varat on estetty.

I am writing to formally share my experience with Ybets Casino, where I have been trying to withdraw 829usd of my legitimate winnings. Despite fair play during my sessions, my withdrawal was first processed and then reversed without explanation. I’ve been given vague and unhelpful responses, and my funds remain blocked.

Details of the issue:

The request was initially processed, but after two days, funds were reversed into my casino balance with no prior notification or clear reason.

After contacting customer support, I was told that the withdrawal was being "reviewed" by an external provider. They could not provide the name of the provider or the reason for the review, only vague terms.

I have no evidence of any suspicious behavior, and I’ve followed all terms and conditions. The amounts are relatively modest, and no bonus abuse or irregular behavior has occurred.

I was told that the review could take 14 days or more, with no clear end in sight, and that I would be unable to withdraw until the review is complete.

I have now tried repeatedly to reach them via email and live chat, but the responses remain unhelpful. The casino has refused to provide any specific information regarding the delay, and I have received the same generic response multiple times. 

Dear thehusky701,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.

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

• Could you please advise if your account has been fully verified?
• Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or is it related to your account only?
• Have you made previous successful withdrawals from the casino using the same or a different payment method?
• When did you request a withdrawal from the casino?
• Could you please share with me your communication with the casino justifying its actions? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Looking forward to hearing from you.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear thehusky701,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru