Ybets Casino - Pelaajan kotiutus on viivästynyt 11 kuukautta.

Hi,

I can't withdraw 315.49 EUR since 6th of February 2025. My account has been verified already but they asked me for the documents again. I sent them everything what they asked me for but they have been ignoring me for all last year.

After reporting the issue on the live chat, on 05.01.2026 I got this e-mail from them:

"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 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.

Also, please provide a photo of the front and back side of your payment card ****4653. We need only the first and last 4 digits of the card number. CVV must be hidden.

Additionally, we ask you to confirm you are the owner of the Jeton account you used for payments to our platform.

Kind regards"

2 hours after I received this e-mail I sent them everything what they asked me for. Since that time they have been ignoring me again. During that time I reported it again to the live chat agents who just promise me to prioritise my case but nothing is changing. This is very frustrating.

I would be grateful for a help.

Regards

Jakub

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Mixer,

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

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 can complete the verification procedures.

• Could you please advise how long you were a player at the casino?
• Could you please let us know which documents you have already provided previously and whether there were any issues that required you to submit additional documents for re-verification?
• Could you please clarify when exactly did you submit the required documents? Did you provide all the requested documents as soon as possible and in the correct format?
• Have there been any changes to your Jeton account, or have you experienced any additional issues during the verification process?

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

Petra

Dear Mixer and Casino Guru,

The player's verification has been completed by now fully. The player is attempting to withdraw funds, however, the transaction is being declined by the payment provider due to incorrect Jeton wallet ID entered. We kindly ask the player to enter the correct ID or use a different available method.

Respectfully,

Ybets Casino Representative.

Good morning,

Jeton has changed this number from 05036326 to 105036326. I have just submitted a new withdrawal. Process it please.

Regards,

Jakub

Dear Mixer and Casino Guru,

Unfortunately, the error persists with the new number. We kindly ask the player to make a screenshot of their Jeton account, with details visible, and send it to support@ybets.net. The financial department, together with the payment processor, can contact Jeton directly with the details and transactions to check what might be causing the error.

Alternatively, we may suggest using a different withdrawal method or offer to transfer the funds to cryptocurrency of the player, if they wish to try a crypto withdrawal.

Respectfully,

Ybets Casino Representative.

I have been waiting 4 days for processing this withdrawal already. I don't have a problem with Jeton on another sites. Speed it up finally please.

Thank you both for your clarification.

• Ybets Casino, could you please let us know if this recent screenshot of the Jeton account is acceptable for verification purposes?
• Additionally, could both parties please let us know if there are any updates on this matter?

I will be awaiting updates from both sides.

Dear Mixer and Casino Guru,

As previously noted, player's verification has been completed before and no further documentation regarding it are needed. The provided Jeton account screenshot has been shared with the payment processor and we are awaiting an update regarding what the difficulty in the transaction might be, in order to ensure successful withdrawal of funds.

Respectfully,

Ybets Casino Representative.

Good morning,

My withdrawal still hasn't been processed.

Dear Mixer and Casino Guru,

In cooperation with the payment processor, we were able to establish all the details from the provided information and complete the withdrawal successfully earlier today. We thank the player for their cooperation and patience!

Respectfully,

Ybets Casino Representative.

Thank you both for your cooperation.

Dear Mixer, could you please provide us with the current status of your withdrawal request?

Thank you in advance

Good morning,

I would like to confirm that the funds finally arrived to my wallet.

Thank you Casino Guru for a help!

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

Dear Mixer,

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,

Petra