Ybets Casino - Pelaajan kotiutus viivästyy KYC-ongelman vuoksi.

I submitted my KYC on March 17, and it was finally accepted on April 30. However, I still cannot make a withdrawal, and the system indicates that KYC is required to do so. My $3,800 has been unfairly locked up for two months.

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.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Ybets Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your payouts were blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Which documents were you asked to provide during the verification process?
• Could you please share with me your communication with the casino regarding the issue? Could you please share a screenshot of your verification status? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I registered on this site on March 14 and made a deposit using the welcome bonus. I played baccarat at the live casino and won, so I tried to withdraw my winnings in mid-March, but I still haven’t been able to do so. Withdrawals aren’t completely blocked; rather, I can’t withdraw because my identity verification hasn’t been completed yet.

I’ve attached a screenshot of the last email I received from the casino (April 30). There were about 30 emails exchanged prior to this, but I can send them to you if necessary.

Translated with DeepL.com (free version)

Dear nomnom7 and Casino Guru,

We can confirm that the player is currently undergoing a KYC verification. Upon additional inquiry with the KYC department, they are awaiting additional financial documentation from the player.

The document required is a transaction confirmation, with a full transaction ID and wallet ID visible, made from the player's wallet directly. Unfortunately, KYC department was not able to accept a previously submitted screenshot of a public Etherscan explorer, as it could not serve as confirmation of the ownership due to its public nature.

Respectfully,

Ybets Casino Representative.

Dear nomnom7 and Casino Guru,

To provide an update, after the player has sent all required documentation, their verification process has been completed last week. Since then, the player has made 3 withdrawal requests, which have been fully processed by the team. The player is welcome to withdraw the remaining funds, if they wish to do so.

Respectfully,

Ybets Casino Representative.

Thanks to both parties for your replies.

Dear nomnom7,

We will keep this complaint open until you confirm your payouts have been successful.

Please keep me informed about any further developments.

Dear nomnom7,

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,
Tomas
Casino.Guru