Ybets Casino - Pelaajan kotiutus viivästyy ja varat estetään.

I requested a withdrawal of $1,755.81 from Ybets Casino on September 24, 2025. Despite submitting all requested KYC and additional verification documents promptly, my account verification has been repeatedly delayed with no clear response or timeline from the casino. Support has stopped replying and my funds remain blocked, even though I have met every requirement. Disputed amount: $1,755.81.

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Hello,

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

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
2. Were you able to submit all required documents promptly and in the correct format?
3. Has the casino requested any additional documents recently, and if so, which ones?
4. Have you submitted the selfie with your ID and with the casino website in the background in sufficient quality? Has this photo been approved by the relevant department?

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

Hello and thank you for your quick reply. 

Ybets asked for a copy of my passport as well as a selfie of me with my passport where their website is on the background. This request was made on 26.9. and I sent the requested documents on the same day. 

On 2.10. Ybets requested the same selfie but in better quality. I also sent this on the same day, 7 hours after the request. 

I heard nothing back for almost two weeks and on the 15th Ybets randomly came up with a new request: A proof of address (utility bill, etc) as well as a screenshot from my original transaction. I sent these documents to Ybets once again on the same day. 

Since then I have heard nothing back from Ybets even though I have sent two follow up emails requesting for an update about the process. Moreover, I have contacted Ybets via their live chat where I was told that I will receive an email very shortly but so far this has been an empty promise. 

Thank you very much, Punter_Pro, for providing all the necessary information. I will now transfer your complaint to my colleague, Samuel (samuel.s@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear Punter_Pro,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Ybets Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Ybets Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Punter_Pro,

We've submitted a request to our KYC department regarding your complaint. They confirmed verification has been completed. Your payment requests are already being processed by our finance department.

Thank you for your patience and understanding.

Respectfully,

Ybets Casino Representative

Hello there,

Thank you for the update, Ybets Casino Representative.

Dear Punter_Pro,

Could you please let me know how the situation looks on your side at the moment? Specifically:

• Have any of your recent withdrawal requests been successfully processed?
• Do you still have pending withdrawals waiting to be approved?
• What is your remaining account balance, if any?

These details will help us better assess the situation and determine the appropriate next steps toward resolving and closing this complaint.

Thank you in advance for your cooperation.

Dear Punter_Pro and Samuel,

We received information from our KYC department that verification is complete. Our finance department also informed us that all withdrawal requests were successfully processed.

Thank you for your patience and understanding.

Respectfully,

Ybets Casino Representative

Dear Punter_Pro and Samuel,

We have received information from our finance department that all withdrawal requests have been processed successfully.

Respectfully,

Ybets Casino Representative

Dear Punter_Pro,

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,
Samuel
Casino.Guru