Ybets Casino - Pelaajan kotiutus viivästyy KYC-ongelmien vuoksi.

I sent my KYC verification to the e-mail address they told me to send it to 25/7. I tried to e-mail them two times after that regarding the verification process, and nothing happened. I sent them my KYC documents again 9/8, and have e-mailed them twice after that, and still nothing is happening. I've tried sending e-mails to both support and the KYC department.

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. When was the last time the casino contacted you regarding the verification of your account?
5. What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

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

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

I sent a picture of my national ID card, and a selfie with my ID card, exactly as they requested. I sent them the second time 9/8. I have gotten no response from the kyc department when I've tried to contact them. I sent yet another email to support, and got an answer 27/8, where they told me to contact the kyc department. Which I've done several times with no response. So they haven't been helpful at all at any point in this process. I played slots. It seems as if nothing is happening at all. It's been over a month since I first gave them all the documents they asked for, and I feel like I'm just being ignored. Please help me with this issue, I've done everything I can and have been really patient since I understand that the verification process might take some time.

Please forward me the most recent communication between you and the casino customer support regarding the verification of your account at veronika.f@casino.guru.

Could you also please confirm whether you contacted the live chat support team to ask about the status of your verification?

I received an email from ybets, and I've sent over my documents yet again, as per their request. I have sent screenshots and updates to you to the email address you sent me.

Thank you for the emails. Has the casino checked the photographs you sent for verification in the meantime?

I received an email from them 9/9, requesting proof of address, and a picture of the card used to deposit. I used an electronic card when depositing, so I've provided the card ownership document from my bank, and a utility bill. Waiting for their reply.

Dear Sonjaa and Casino Guru,

Thank you for bringing player's concern to our attention. The KYC department would like to inform the player that the review of the documents was finished today and verification is now complete. We thank the player for their cooperation during this time.

Respectfully,

Ybets Casino Representative.

My verification has been completed, finally. But when I tried to make the withdrawal, it was canceled. I didn't find any emails as to the reason of the cancelation, so I emailed support. They emailed me back, saying that my gaming session has been forwarded to the provider for checking. And this process takes up to 14 days, occasionally longer. Hopefully I won't have to wait as long as I did when waiting for my verification to be completed.

Thank you very much, Sonjaa, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.

Dear Sonjaa and Casino Guru,

We would like to provide and update and inform the player that the game provider did not find any irregularities in the player's bets and has successfully completed their check at this moment.

Respectfully,

Ybets Casino Representative.

Hello Sonjaa and Ybets Casino Representative!

Dear Ybets Casino Representative, please, let us know if there any other checks in plan so the player can sort it out ASAP instead of requesting a withdrawal and getting it rejected!

Dear Sonjaa and Casino Guru,

At the moment, there are no ongoing checks or restrictions noted on the player's account.

Respectfully,

Ybets Casino Representative

Thank you!

Sonjaa, please, let us know how you withdrawal goes!

I made the withdrawal request 19/9, it just says "processing". I'll let you know as soon as there are any updates.

Dear Sonjaa and Casino Guru,

We are glad to provide an update regarding the player's withdrawal, the financial department has informed us that is was processed successfully. We would like to thank the player for their cooperation during this time!

Respectfully,

Ybets Casino Representative

I have not received my money. When I was going to check the status in my account on ybets, I have been logged out for some reason. I tried to log in again, but it says my password or email is wrong. I reset my password, and it still says it's wrong. I have tried resetting my password twice. I've sent an email to ybets support, and asked them to look into this.

Dear Sonjaa and Casino Guru,

We have made an additional inquiry with the payment processing company and received further confirmation that the withdrawal has been processed fully. If the funds are yet to reach the player, we ask them to contact their bank.

Respectfully,

Ybets Casino Representative

Dear Sonjaa, please check once more if you have received your funds! The casino has sent us proof of transaction, however, we will not close the complaint until you confirm.

I am happy and relieved to confirm that I have finally received all my winnings from ybets. I got a response to the email I sent in regards to not being able to log in to their site. "Your account has been closed following a decision made by our administration. Please note that this decision is final and and cannot be appealed." So apparently ybets have decided I have broken some sort of policy, even though they wrote in one of their answers above that "there are no ongoing checks or restrictions noted on the player's account".

I was going to ask for my account to be closed after this long and tiring process, and would have never used their site ever again.

I would like to thank you Pavel, Veronika, and CasinoGuru for all the help you've provided. I don't think I would ever have seen my money if it weren't for your dedication to helping players like me.

I wish you all the best.

Dear Sonjaa,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Pavel Kaczynski

Casino.Guru