Ybets Casino - Pelaajan kotiutus on viivästynyt.

11th of May: deposited 250 USDT on ybets.net, new account.

I started doing a few bets, reached 475 USDT balance after some days, on 16th of June I tried to withdraw.

Withdrawal has been canceled, so I went to ask to chat support what was the reason. They said that wagering requirements are not done (they ask x3 of every deposit in order to withdraw, and I have done that requirement through both sports and casinò).

After a second (and also a third) chat with a new support agent, they opened a ticket with the "relevant department", in order to see what was the issue, but I did not receive any updates since then.

Attached you can find screenshots of my account canceled withdrawals

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about the difficulties you're experiencing.

To better understand your situation, I’d like to ask you a few questions:

• Did you activate any bonuses with your deposit?
• Could you please specify which games you played in both the casino and the sports section?
• Are you able to see your wagering progress anywhere in your casino account?
• When was the last time you contacted the casino’s customer support regarding the issue with your unfinished wagering?

I hope we’ll be able to assist you in resolving this situation as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hi Veronika,

• no, I did not activate any bonus
• I played slots, blackjack, and football matches on sports
• no, I'm not able to see my wagering progress anywhere in the account
• I contacted the casinò support again today, before filing this complaint. Still receiving the same answer "we will notify you by email"

Please forward me all the communication between you and the casino customer support regarding the issue with your wagering at veronika.f@casino.guru. Thank you for your cooperation.

Dear Veronika,

I sent you an email providing all the relevant informations.

Thank you for your help.

Thank you for your email.

Could you please clarify how your balance is displayed in your account? Do you see it as a single balance, or is it separated between the sports and casino sections?

Additionally, could you kindly send me a screenshot of the progress bar showing the wagering you have already completed?

Lastly, may I ask how much you have wagered in the casino section so far?

Hi Veronika,

• balance is displayed as a single balance for all sections of the casino
• as I said before, it's not possible to see the wagering I have already completed, there is no progress bar at all
• I have wagered more or less 1000$ in both sections

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@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 BettinGuru,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Ybets Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why are the user's withdrawals withheld? Can you provide us with his betting history? I believe that way we will be able to see, whether the funds have been wagered in full. Thank you in advance for providing us with your view of the issue.

Dear BettinGuru and Casino Guru,

Currently, access to the site is restricted due to ongoing technical work.

I will follow up with you once the work has been completed.

Respectfully,

Ybets Casino Representative

Dear Ybets Casino,

thank you for your response, I hope we will be able to continue this mediation process soon. We will be awaiting your response.

Dear BettinGuru and Casino Guru,

Our website is undergoing technical improvements. 

We appreciate your patience and will resolve your complaint promptly.

Respectfully,

Ybers Casino Representative

Dear CasinoGuru team and Ybets Casino,

I can see the website is back online since a few days now.

Should we proceed to check what's the issue regarding my account?

Thank you!

Dear BettinGuru,

thank you for your continued cooperation. Yes, the site seems to be fully functional again, we are therefore awaiting an update from the casino.

Dear BettinGuru 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 casino representative,

thank you for the update. We will be expecting a message from the KYC department.

Dear BettinGuru and Casino Guru,

The player's wager has not yet been cleared, which is the reason for the cancellation of the withdrawal.

The player is required to meet the wagering requirements either in the casino or through sports betting, as outlined in our regulations.

8.5. Each Player must fulfill a wagering requirement before initiating a withdrawal. This involves that the total deposited amount must be wagered at least 3 times in slot games, live games, and table games and in sports bets with odds greater than 1.2. Essentially, this constitutes a 3x wagering requirement of the deposited amount for slot games, live games, and table games and 3x wagering requirement for sport bets.

Respectfully,

Ybets Casino Representative

Dear Ybets casino representative,

I have just finished another gaming session, and I am 100% sure that I have fulfilled every wagering requirement.

Waiting for your confirmation, so I can proceed with my withdrawal.

Thank you.

Dear parties,

thank you for the update.

Dear casino representative,

can you please check, whether the playthrough requirements have been met now? In case they haven't, can you please advise the player how he can check this?

Dear BettinGuru and Casino Guru,

The player's wager has not yet been cleared, which is the reason for the cancellation of the withdrawal. We would like to remind the player that wager for sports betting and slots is separate and each would need to be cleared in bets related to the particular part of the casino.

8.5. It is mandatory for each Player to fulfill a wagering requirement prior to initiating withdrawal. This means that each Player must place a minimum of one bet, equivalent to 3x the deposited amount... The total deposited amount must be also wagered at least 3 times in sports bets with odds greater than 1.2. Essentially, this constitutes a 3x wagering requirement of the deposited amount for slot games, live games, and table games and 3x wagering requirement for sport bets. 

The player can always contact our support team via email or live chat to check their current respective wager status.

Respectfully,

Ybets Casino Representative

Dear Ybets representative,

my last gaming session (the one I mentioned about in my last response, it was 1st of September) was about 800-1k$ wagering.

Can you please be more specific? What else do I need to wager?

I have contacted your chat support team several times without any reasonable explanation, as you can read from my previous responses. This is why I opened this complaint.

Thank you.

Dear casino representative,

thank you for your continued involvement. Can you please provide us with exact amount that must be wagered? In case you consider this information confidential, please send the exact required amount to the player, as I believe this would solve the matter immediately. Alternatively, can you provide us with the player's game/betting history?

Dear BettinGuru and Casino Guru,

We have performed additional calculations on player's activity after the deposit in question. We want to correct our miscalculation in the previous message, the wager for both sport betting and slots is successfully completed, as of September 1st.

Respectfully,

Ybets Casino Representative

Dear casino representative,

thank you for clarifying the situation.

Dear BettinGuru,

please let us know, whether you are now able to withdraw your funds.

Dear casino representative,

withdrawal is now requested and pending. Waiting for your approval.

Thank you.

Dear casino representative,

withdrawal has been canceled. Can you please explain?

Thank you.

Dear casino representative,

please explain the situation to us. According to your previous answer, I am inclined to believe that this is just a mistake. Please resolve this as soon as possible, since the complaint has now been opened for two months.

Dear BettinGuru and Casino Guru,

After an additional inquiry with the financial team, this indeed seems like a software error. We ask the player to make a new withdrawal request and when it is done, contact us via email to inform of the new withdrawal, so the team can monitor it and if error persists, locate and eliminate it swiftly.

Respectfully,

Ybets Casino Representative

Dear casino representative,

what's the email I should write to?

Thank you.

Dear BettinGuru and Casino Guru,

You may contact us via usual support email address, support@ybets.net.

Respectfully,

Ybets Casino Representative

Dear casino representative,

withdrawal is now requested and pending. Waiting for your approval.

I also sent an email, as you asked.

Thank you.

Dear Casino Guru team,

withdrawal has been accepted and my money is safe now, in my wallet.

Thank you for your help.

Dear BettinGuru,

We're glad to hear that your issue has now been resolved, and once again would like to thank the support team over at Ybets Casino for their responses. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're here to help! 

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. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Martin

Casino.Guru