Ybets Casino - Pelaajan kotiuttaminen viivästyy yli 14 päivää.

Unable to withdraw money, casino staff only told me to wait at least 14 working days for review, it has been more than 14 days now, and every time I ask, I get the same answer.

無法提款，賭場人員只告知我要等至少14個工作天審核，目前已經超過14天，每次詢問都是回答一樣的答覆。

Hello lin901205xaks,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Ybets Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

If I remember correctly, I registered and confirmed my account between 2/19~2/22.

On 2/22, I used my credit card to deposit 6,000 NT and placed a bet on the Valorant Masters game.

The last time I communicated with the casino was about 2-3 days ago, and every time I asked "how long will it take to verify?", the reply I got was that it would take at least 14 days or longer, with no other reply.

如果沒記錯的話，我帳號是在2/19~2/22之間註冊並確認。

2/22使用信用卡儲值6000台幣，並投注VALORANT 大師賽的遊戲。

上次與賭場溝通大約是2、3天前，每次我都是問「審核還需要多久？」，得到的回覆每次都是說至少要等14天或更長時間，沒有其他回覆。

If I remember correctly, I registered and confirmed my account between 2/19 and 2/22.

On 2/22, I deposited 6000NT with my credit card to play Valorant Masters.

The last time I talked to the casino was about 2-3 days ago, "How long does it take to confirm?" Every time I asked, I got a reply of "at least 14 days", but no other reply.

如果我沒記錯的話，在2/19～2/22之間註冊了賬號，並進行了確認。

2/22用信用卡存入了6000NT，賭了Valorant Masters遊戲。

我最後一次和賭場交流是在大約2-3天前，「確認需要多長時間？」 每次問的時候，都會收到「至少需要14天以上」的回覆，除此之外沒有其他回覆。

Hello lin901205xaks,

Would it be possible to forward the communication between you and the casino related to this case to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

Ok, I have sent you an email, please check it out and help me, thank you!

好的，我已經發送電子郵件給您，請您查看並協助我，謝謝

Got it. The email has been sent, please confirm and cooperate. Thank you!

知道了。 郵件已傳送，請確認並配合。 謝謝！

Thank you lin901205xaks for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello lin901205xaks,

I am so sorry to hear that 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 Stefan,We have opened the withdrawal channel but it still says it is still under review, we will let you know if there is any update on the progress.

親愛的Stefan,您好！目前賭場已有開啟提款渠道，但依然顯示還在審核中，如有最新進度再跟您說明

Dear Player and Casino Guru,

Our KYC department has raised questions regarding an overdue document.

You were notified via email today about this matter, and we are currently awaiting your response.

Respectfully,

Ybets Casino Representative

Dear Ybets Casino,

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

Could you state what the player has to provide in order to pass the verification?

I'll be awaiting your reply.

Still can't withdraw money

依然不能提款

Dear Player and Casino Guru,

Our verification department is still awaiting your response to the email sent on April 7.

The player is required to submit the back of their ID card.

Respectfully,

Ybets Casino Representative

Hello lin901205xaks,

Could you respond to the casino's email and provide them with the back of an ID?

Please let me know once you do that.

I'll be awaiting your reply.

Dear Ybets Casino,

Could you state if the documents were accepted and the player passed the verificiation?

I'll be awaiting your reply.

There are still no withdrawals available.

目前還是無法提款。

Dear lin901205xaks 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

It's been two months since I first requested a withdrawal, please verify as soon as possible, thank you.

從我第一次申請提款到現在已經兩個月，請你們儘快驗證，謝謝。

Dear Ybets Casino,

Could you keep us updated and respond here as soon as you have any news regarding the verification?

I'll be awaiting your reply.

Dear lin901205xaks and Casino Guru,

Regrettably, the selfies submitted by the player do not meet our standards.

We have provided him with a detailed explanation to assist him in successfully completing the verification process.

Respectfully,

Ybets Casino Representative

Hello lin901205xaks,

Could you please follow the casino's instructions and let me know once you provide them with the necessary documents?

I'll be awaiting your reply.

I've re-sent it to ybets, thank you.

已重新寄給ybets,謝謝

Dear Ybets Casino,

Could you state whether the player's documents were accepted?

I'll be awaiting your reply.

Still can't withdraw. 3 months...

依舊沒辦法提款。3個月了…

Dear lin901205xaks and Casino Guru,

Please be advised that our website should be displayed on the back.

Our KYC department has sent you a follow-up letter regarding this matter.

Respectfully,

Ybets Casino Representative

Dear lin901205xaks,

Could you follow the casino's instructions and let me know once you provide them with the necessary documents?

I'll be awaiting your reply.

It was re-sent to the casino.

However, I can't log in to my account, even after changing my password.

已重新寄送給賭場。

但我的帳號不能登錄了，更改過密碼也一樣，請問是為什麼？

Dear Ybets Casino,

Could you please update us regarding the player's verification?

Could you try to help the player to log in to his account?

I'll be awaiting your reply.

Dear lin901205xaks and Casino Guru,

Could a player please provide us with a screenshot?

We recommend using the direct link.

For instance, you can find it in our casino section on Casino Guru.

Respectfully,

Ybets Casino Representative

The login problem has been solved, thank you!

How long does it take to verify my identity?

Will I be able to withdraw my money once the verification is complete?

登入問題已解決，感謝您

請問身分驗證還需要多久？

驗證完成後是否就可以提款了？

Dear lin901205xaks and Casino Guru,

The client is still undergoing verification. We are awaiting the client's submission of the requested documentation.

We will ensure that they process your request as soon as possible.

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 lin901205xaks,

Did you manage to provide the casino with the requested documents?

I'll be awaiting your reply.

I was notified two weeks ago that the file had been given.

2週前我有通知已經給檔案了

Dear Ybets Casino,

Could you please update us on the player's verification and withdrawal status?

I'll be awaiting your reply.

Dear lin901205xaks and Casino Guru,

To ensure complete verification regarding the missing payment method information, we sent a follow-up email to the player today.

Respectfully,

Ybets Casino Representative

Dear lin901205xaks,

Did you manage to provide the casino with the requested documents?

I'll be awaiting your reply.

New files have been sent

已傳送新檔案

Dear Ybets Casino,

Could you please update us on the player's verification and withdrawal status?

I'll be awaiting your reply.

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 lin901205xaks and Casino Guru,

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

Respectfully,

Ybets Casino Representative

Dear lin901205xaks,

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

I'll be awaiting your reply.

Waiting for the casino to be repaired

等待賭場維修中

Waiting for withdrawal audit

等待提款審核

Dear lin901205xaks,

Do you have any news regarding the withdrawal? Has the withdrawal been processed?

I'll be awaiting your reply.

Dear lin901205xaks and Casino Guru,

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

Respectfully,

Ybets Casino Representative

Dear lin901205xaks,

Could you please confirm that you have received the funds?

I'll be awaiting your reply.

Dear lin901205xaks,

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,
Stefan
Casino.Guru