Ybets Casino - Pelaajan kotiutus viivästyy KYC-prosessin vuoksi.

Waiting over a month to even hear back about starting KYC required to withdraw.

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 Eladzis,

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:

• Could you please advise which documents you have already provided and when exactly you sent the last one?
• Has the casino indicated that there might be a problem with approving specific documents?

I 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,

Kristina

They have asked for nothing as they reply to nothing.

Those two emails are me asking to start the process so they can ask what they need.

Well over a month now and radio silence.

Thank you very much for your reply. Have you tried contacting the casino via alternative channels such as live chat? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Eladzis and Casino Guru,

Thank you for bringing this concern to our attention. After an additional inquiry, there are no outstanding KYC procedures noted for the player and their account should not be limited. If it is, we ask the player to clear their cache and cookies in the browser. If the issue persists, we kindly ask the player to send us a screenshot of the restriction to check further.

Respectfully,

Ybets Casino Representative.

Dear Eladzis,

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,
Kristina
Casino.Guru