Ybets Casino - Pelaajan kotiuttaminen viivästyy KYC-prosessin vuoksi.

I have requested a $1000 withdrawal from my account on November 7th. They withdrawal was halted and a KYC process was started. All requested documentation was confirmed received on the 8th of November, and the casino said it could take up to 10 days to finish the verification. It has now been more than double that amount of time and they are no longer responding to inquiries.

Dear kblancour,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you still haven't received any confirmation regarding successful verification?

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? 
• 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,

Kristina

Correct, there has been no verification of KYC, although all requested documents were submitted and confirmed receipt on the 8th.

Thank you very much for your reply, kblancour. When did you receive the last message from the casino? 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.

November 19th. All relevant e-mail documentation has been sent you to Kristina - thanks!

kblancour, I noticed you mentioned in your messages that your account has been suspended. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please clarify when exactly you lost access to your casino account? Has the casino provided any explanation regarding this decision?
• Which games did you focus on - slots, live casino, sports betting, etc.?
• Have you accumulated your winnings with or without an active bonus?

Hello,

I used the wrong terminology there. I have access to my account, but I have no ability to withdraw pending KYC. I play only blackjack. All my winnings came from my funds (never used a bonus).

Thank you very much, kblancour, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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, kblancour!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation. In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player.

Thank you!

Dear Kblancour and Casino Guru,

Our KYC department has informed us that one of the documents you provided does not comply with our standard requirements and does not contain all the necessary information. They have notified you of this today by mail. 

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

I have sent another copy of the ID in response to the email today. There was nothing missing from the original copy that was sent.

Thank you for the response, Ybets Casino Representative!

Kblancourm is there any progress in your verification process?

Not yet.

All right, please, let us know when there will be any news!

Based on the history, I’m worried this thread will time out before they respond.

Do not worry, if there will a delay in your verification, we will ask the casino about the reason of it. We will not close the complaint until your issue is resolved unless the casino or you stop responding.

It has been 1 week and I have not heard anything from the casino.

Ybets casino, how is the player's verification going?

Dear Kblancour and Casino Guru,

Three days ago, the KYC department sent you a letter to inform you that one of the documents does not correspond to our requests.

Please confirm whether you received this letter.

Respectfully,

Ybets Casino Representative

Yes, I have been out of town and will be responding again today.

The requested document has been resent (again, nothing wrong with the original).

Kblancour, if I understand correctly the casino sees the problem with the certain document, and you have re-sent the same document which was declined to them. If the same document has been sent, I am afraid, it will be rejected again. Could you, please, send it to my e-mail: pavel.k@casino.guru so I can take a look and understand why it is being rejected? This way we can save a little bit of time for everyone.

they requested a selfie with the ybets website and my passport all together. I did retake the picture to send them, but the original did have all three elements. I will send to you as well.

Thanks, I received it. It looks all right for me, but still a little blurry so they might reject it again. However, all important details are readable, so I hope there will not be any problems.

Hi, Kblancour!

Have you received any news regarding your verification?

Nothing

Dear Ybets Casino,

is there any problem with provided documents? If there is, please, let us know what exactly is wrong and we will try to work out the solution with the player.

Dear kblancour and Casino Guru,

We have forwarded all the information to our KYC department and will receive a response on Monday during office hours.

Respectfully,

Ybets Casino Representative

Still nothing.

Ybets Casino Representative. have you learned anything regarding the reason behind the rejection of player's documents?

Dear kblancour and Casino Guru,

During the KYC verification process, it came to light that the player in question is a US citizen. 

Regrettably, our regulations prohibit us from accepting players from the United States.

We are ready to reimburse the difference between the client's deposit and withdrawals

Respectfully,

Ybets Casino Representative

Ybets Casino Representative,

it is very important for me to note that when casino has a territory restriction it is their responsibility to prevent players from such territories from registering on their website. We have tried to connect and register from a US IP and there was no IP block, no possibility to choose country of residence in the registration form and even no KYC menu or another option to state player's country anywhere in the account. Of course, when the player is registered from the registered territory they are met with the window suggesting taking deposit bonuses and there is an easy option for such players to do a deposit. Therefore, we consider such confiscation unfair and predatory. According to our standards, all player's funds must be paid out and then their account can be closed. Also, implementing more tools preventing users from restricted territories registering is recommended.

Dear Pavel and Casino Guru,

We kindly request additional time to assess the accessibility of our site from the United States.

Respectfully,

Ybets Casino Representative

Of course!

Ybets Casino Representative,

have you reconsidered your decision?

Dear kblancour and Casino Guru,

Regarding Casino Guru, we have decided to revisit our previous decision and will proceed with paying the player his winnings.

Following this, the player's account will be blocked, as we are unable to accept players from the United States.

Respectfully,

Ybets Casino Representative

Ybets Casino Representative, I am very happy to hear that you have reconsidered your position! Thank you, it is very important to us!

kblancour, please, let us know as soon as you will receive your withdrawal!

I will, thanks

I am now blocked from the site and I have received no contact from Ybets about my funds.

What was the last information you received from Ybets Casino?

The e-mail about 6 weeks ago that my documents did not conform for KYC standards.

Ybets Casino Representative, can you, please, explain if player's funds are paid already and if not, why the player's account is blocked?

Dear kblancour and Casino Guru,

Currently, there are no restrictions on the player's account, and the funds are available and ready for withdrawal.

Respectfully,

Ybets Casino Representative

kblancour, are you able to withdraw at the moment?

I was able to submit the request yesterday, but I have not yet received the funds.

These are good news, please, let us know when you receive them and if there will be any problems!

I received an email saying there was a problem with my withdrawal. My access to the site is blocked and I have not received the funds.

Ybets Casino Representative, is there a reason for another delay of the withdrawal?

Dear kblancour and Casino Guru,

There are no restrictions; we only request that withdrawals be made within the specified limits.

The last transaction was canceled because the player tried to withdraw the entire amount in one single transaction.

Respectfully,

Ybets Casino Representative

My access to the site is still blocked. This is ridiculous.

My access to the site is still blocked and I have not received any of the withdrawal request.

We have reached out to the casino via other means. If there will be no reaction from them, the complaint will be closed as unresolved.

Dear kblancour and Casino Guru,

The player initiated a withdrawal on March 12, which was subsequently canceled due to the player's limits.

These limits are set at a maximum of $1,000 per transaction.

The funds were successfully returned to the player's account. Following this attempt, the player has not made any further withdrawal requests.

I would like to emphasize that there are no restrictions currently applied to the account. We are awaiting the player to log in and submit a withdrawal request in accordance with their limits.

Respectfully,

Ybets Casino Representative

kblancour, please, check if you account is still blocked. If yes, please, make a screen recording on how you are trying to log in and send it to my e-mail: pavel.k@casino.guru. There is no need to show login or password just for you to feel safer, we just need to see that the account is indeed blocked because casino claims the whole time that it is not.

As of today, I am now able to access. I requested a withdrawal. I guess it will take a couple more weeks to fully withdraw despite them telling me I have VIP status and have higher withdrawal limits.

Let us hope that you will withdraw all successfully. A bit longer time to withdraw is something, I think, we can all live with.

Please, let us know regarding your withdrawal progress.

I received my first withdrawal today. Now I am blocked from the site again and can not access to request the next distribution.

I see now, your account in the casino is not blocked, the problem is with connecting to the site. Please, check if you use the VPN while connecting to the website and turn it off if it was turned on. Also, the good option to try is clearing cookies and connecting again. You can do so by following these instructions, according to the browser you use:

Chrome

1. Go to Settings (by typing chrome://settings into the address bar)
2. Click on Privacy and security
3. Click on Third-party cookies
4. Click on See all site data and permissions

You will see a list of Domains (by most visited). You can expand a domain to see invididual sites

Clicking the trash bin icon will delete the cookies associated with the server/domain

A browser restart is not required and a new cookie will be created when you next visit the site

Firefox

1. Go to Settings (type about:preferences in the address bar)
2. Click on Privacy & Security
3. In the Cookies and Site Data section click on Manage Data

You will see a list of domains that use cookies

1. Highligh the domains you wish to delete cookies from
2. Click Remove Selected
3. Click Save Changes

A browser restart is not required and a new cookie will be created when you next visit the site

Edge

1. In Edge, select Settings and more  > Settings  > Cookies and site permissions.
2. Under Cookies and data stored, select Manage and delete cookies and site data > See all cookies and site data and search for the site whose cookies you want to delete.
3. Select the down arrow  to the right of the site whose cookies you want to delete and select Delete

Let me know if it helped!

I did the steps you describe and I am still blocked. This is the same screen I have gotten several times during this dialog above. When Ybets responds saying " you have and always have had access to the site", it starts working again.

Please, try to use a different browser or a different device then, it might help too.

I have tried other devices and browsers. I get the same message. The screenshot I posted says that I was blocked by the website.

kblancour, I have just thought that I had found a solution but this is not it. I thought that the error you get is due to you being from a restricted country - USA. However, when I tried to connect to the website myself from the US IP address, I did it without problems. So, the issue is with the fact that for some reason the website blocks your IP which does not allow you to connect.

There are two ways on how you can bypass this block - either go a friend's house and connect via their wi-fi (but it is important that a friend does not have an account with Ybets) or use the VPN to connect from a different IP (ideally, the American one). However, I am not sure if using a VPN would cause any problems, so it is better to ask the casino.

Ybets Casino Representative, is it okay if the player uses the VPN to bypass the IP block? Is there any other way you can suggest for the player to log in into his account? Or maybe there is a way for you to unblock their IP manually?

Dear kblancour and Casino Guru,

I would like to assure you that we did not personally block access to the player.

In this instance, we have no objections to the use of a VPN if it can assist the player.

Does the player accurately follow the link he used to play with us?

Respectfully,

Ybets Casino Representative

Dear kblancour,

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.

I have withdrawn the money. Thanks

Dear kblancour,

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,

Pavel Kaczynski

Casino.Guru