Ybets Casino - Pelaajan kotiutus viivästyy vahvistusongelman vuoksi.

I submitted KYC documents to withdraw funds from the casino, but even after a month, the verification hasn't been completed.

I've contacted both support and the KYC department, but there's been no response.

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 andandjonnyx,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please provide the exact date of your initial verification request?

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

Best regards,

Katarina

October 27th. I submitted my identification and proof of address.

Dear andandjonnyx,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Casino support is not responding at all.

Dear andandjonnyx

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Ybets Casino representative to join this conversation.

Dear Ybets Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear andandjonnyx and Barbora,

Thank you for contacting us regarding the following concern. After an inquiry with the KYC department, a selfie with a document has been requested from the player earlier. Unfortunately, we are yet to receive it. In case it was lost, the KYC team has re-sent the request to the player's email.

Respectfully,

Ybets Casino Representative.

I submitted the documents ages ago.

Dear parties,

Thank you for the update.

We have reviewed the player’s provided evidence, which shows that the required KYC documents were already submitted previously. To avoid any further delays, I kindly ask the player to resend the required documents once again, so we can ensure the casino receives them without issue this time.

Dear Ybets Casino,

Once the player resends the documents, could you please confirm their receipt and have your KYC team review them promptly? This should help move the verification process forward smoothly.

Dear andandjonnyx and Barbora,

We have contacted Casino Guru via email with further details regarding the case. While this is ongoing, we kindly ask the player to re-send the documentation requested if they have not done so at Casino Guru's request, to expedite the process.

Respectfully,

Ybets Casino Representative.

Resubmissions are not possible.

Please check the email we sent you previously.

Documents can only be submitted once and cannot be submitted twice.

Therefore, if the casino loses the documents I submitted, that is their responsibility and not mine.

Dear Barbora,

Since the player refuses to resubmit the documentation, we will wait for an update regarding the information sent via email to Casino Guru.

Respectfully,

Ybets Casino Representative.

The documents are attached to the previous email.

Dear andandjonnyx and Barbora,

The team has performed additional in-depth inquiry, based on the screenshots sent by the player, we wish to provide more context as the result.

The first request is sent automatically to the player upon beginning of the procedure, it was done on October 24th. The player has sent information, we assume on October 27th. Unfortunately, the data could not be accepted since information was unreadable. Due to this, a new request was made via KYC email on November 26th, which is the first email we currently have a track of, which is why we were not able to find any previous communication. Due to security policies, decline documentation is not kept for extended periods of time unless required and, since it was sent prior to any other communication by KYC, it is not tracked by the mailing system as a part of a chain.

At the current moment, we are yet to receive an acceptable selfie from KYCs request from November 26th. In the response to this email, the player has expressed concern of impossibility of such selfie, to which KYC department has clarified how it can be made. This guide was sent on December 3rd.

As such, the team currently still awaits the requested selfie from the player and we hope this message has cleared the sequence of events.

Respectfully,

Ybets Casino Representative.

I have already resent the previous email.

Please check it carefully.

I have not received any notification that the data was not received.

Since the problem was caused by a problem with your mail server, you should be responsible.

Dear parties,

Thank you both for your cooperation so far. I truly appreciate the effort and patience from everyone involved.

To help move this case forward, could you please forward to me the email previously sent containing the KYC documents? This will allow me to review the information and assist in resolving the verification process.

Thank you in advance for your assistance.

Forwarding is not possible because the address is unknown.

Please forward the email to barbora.p@casino.guru.

Photography is no longer possible,

and I cannot provide any clearer photos.

Therefore, the casino should have responded immediately upon receiving the initial photos.

However, the casino left me without any contact for several months, ultimately making it impossible for me to take any photos.

Please authenticate using the photos provided initially.

Dear andandjonnyx and Barbora,

Since initially provided photo is unreadable and the player refuses to provide legible documentation, we would not be able to proceed further with their verification without cooperation from the player.

At the moment, we cannot see any obstacles to taking a readable selfie with an ID.

Respectfully,

Ybets Casino Representative.

The photo initially provided is acceptable.

Similar photos have already been accepted at multiple casinos.

Since the environment where the selfie could be taken is no longer available, it is impossible to take another photo.

Why didn't you request a resubmission immediately?

After more than a month has passed, you should understand that the environment changes and filming becomes impossible.

Why can you say there are no obstacles when you're not even the one taking the photos?

Dear andandjonnyx and Casino Guru,

A selfie can be taken with any device, with website on background on any device, which leads to lack of general obstacles for provision of a selfie. Unfortunately, previous selfie is not legible, as the text on the ID cannot be distinguished. As such, it cannot be accepted.

Respectfully,

Ybets Casino Representative.

Please show me an example of how to take a selfie with a website as the background using a smartphone.

There are limits to photo quality.

It's common knowledge that photos used as website backgrounds suffer from degraded image quality and illegible text because resources are allocated to the background.

Dear parties,

Thank you both for the detailed explanations and continued engagement in this case.

To help move the complaint forward, I kindly ask the player to make one further attempt to provide the requested selfie in line with the casino’s instructions. This would allow the KYC team to complete their review and bring the matter closer to resolution.

Dear casino, once the documents are received, please confirm their receipt and proceed with the review as promptly as possible.

Thank you for your understanding and cooperation.

Selfies can no longer be taken.

I should have explained this many times already.

Therefore, the casino needed to address this immediately upon the initial submission.

I can no longer submit selfies, so please complete KYC using the documents I submitted previously.

If that proves impossible, the casino bears responsibility for not contacting me promptly, so please process my withdrawal.

Dear Barbora,

Unfortunately, if the player refuses to complete the KYC procedure in accordance with Ybets Terms, there is nothing we can do at this moment. KYC department will be glad to proceed whenever the player decides to resume the process.

Respectfully,

Ybets Casino Representative.

The casino is the one refusing KYC.

I've already submitted multiple documents, and a third-party agency has confirmed there are no issues with the image quality.

Furthermore, while the casino delayed their response, the selfie has now become impossible to take.

The casino has not provided any valid explanation for their delayed response or why they cannot read the documents.

The inability to read the documents is a problem with the casino's system, not the user's.

Since Casino Guru, an independent third-party organization, has determined there is no issue with the documents, if you refuse to accept them, the complaint will remain unresolved. Is that acceptable?

As you can see, this casino has received an unusually high number of complaints relative to its operational scale.

Furthermore, the vast majority of these complaints concern KYC issues.

This is evidence that the casino's KYC department itself has problems, and it's unacceptable for them to shift the responsibility onto users.

Dear andandjonnyx,

The reasoning for declined submission was provided earlier. The data on the ID in the selfie image, unfortunately, was unreadable due to low quality of the image. As such, it is not possible to verify the ID and proceed further.

Respectfully,

Ybets Casino Representative.

The image quality is guaranteed by a third-party organization.

The inability to read the text is due to the casino's technical shortcomings, and responsibility should not be shifted to the user.

Dear Casino Guru,

As evident from the complaints about this casino, its KYC department lacks proper judgment.

I have repeatedly explained that providing photos with higher resolution is impossible with current technology.

Is it acceptable for Casino Guru's representative to review the documents instead and determine if they are acceptable, thereby substituting for KYC?

Dear Ybets Casino,

I’ve just sent you an email. Looking forward to your reply.

When taking a selfie with the casino site screen in the background, you need to take the photo from a distance.

Under those circumstances, it's only natural that the ID becomes almost invisible.

I've already submitted regular selfies numerous times and have used hundreds of casinos without any issues completing KYC.

The casino should show us an example first.

Dear Barbora,

Thank you, we have received the email communication and provided a reply via email with clarifications on the process.

Respectfully,

Ybets Casino Representative.

Also, as anyone with a passport understands, the identification page of a passport is essentially glossy.

If you're photographing it on a desk, that's one thing, but it's only natural that it becomes invisible when you hold it up for a photo.

Dear Player,

As previously communicated, I have personally reviewed the photos you submitted. The first selfie could not be approved, as the passport details were not clearly visible due to glare. The second photo was of significantly better quality; however, it did not include the Ybets website in the background, which remains a requirement.

The casino has confirmed that if you are able to take the same improved photo again, with your passport held in front of any device (phone or monitor) displaying the Ybets website, and with the website being legible (not necessarily sharp), the KYC department should be able to accept it.

To move the case forward, I kindly ask you to make one final attempt to provide this selfie.

Please let me know if you are willing to proceed.

Dear andandjonnyx and Casino Guru,

We can confirm information provided by Barbora, unfortunately, providing an image where both a legible ID and visible website on the background are present is mandatory. The second photo was fully legible and of suitable quality, but lacked the necessary background.

To ensure the selfie is accepted, please ensure the following:

• player's face is fully visible and not cropped
• player's ID is fully visible, not cropped and text is fully readable
• website appears on the background on any device, visible enough to distinguish it is a Ybets main page

For player's convenience, we will attach an generated example from the KYC of the acceptable submission (with the exception of ID text legibility due to image being fictional)

Respectfully,

Ybets Casino Representative.

I only have one smartphone.

Please show me an example of how to take a photo with a casino site as the background.

I maintain that requiring KYC verification that is fundamentally impossible to provide based on the user's device is invalid.

When registering at the casino, players who only own one smartphone were never asked not to register.

Therefore, it's outrageous to suddenly refuse withdrawals after registration because players who only own one smartphone cannot complete KYC.

For quite some time now, I've repeatedly requested examples of how to take a selfie with a casino site as the background using just one smartphone.

It's not uncommon for users to only have one smartphone, so there's no reason casinos shouldn't accommodate this.

Why won't casinos respond to this?

Dear andandjonnyx and Casino Guru,

As noted previously, any device can serve as a background. For example, a friend's or relative's phone will suffice for this task.

Respectfully,

Ybets Casino Representative.

I have no friends or relatives who can lend me a device.

Please do not add conditions arbitrarily.

I can only use one smartphone.

I cannot use any other device whatsoever.

As I've said many times before, please show me an example of how to take photos using only a single smartphone without any other devices.

No higher image quality is possible.

Dear Player,

Thank you for your continued communication.

The casino has confirmed that the KYC process can proceed only if a new selfie is provided showing your face, a readable ID, and the Ybets website visible in the background.

Unfortunately, Casino Guru is not able to replace or override the casino’s KYC requirements.

To move the complaint forward, I kindly ask you to make one more attempt to provide the requested selfie. If this is not possible and no further cooperation is provided, we will unfortunately have to reject the complaint, as the verification process cannot be completed.

Dear andandjonnyx and Casino Guru,

The example provided by the player earlier is sufficient in terms of face and background. However, the ID is blurry and not readable. If the player is able to provide similar image, but with ID readable, to KYC, we will be able to proceed.

Respectfully,

Ybets Casino Representative.

As I've explained repeatedly, higher image quality is physically impossible.

The more information present in a photo, the more blurred the text becomes.

Therefore, when photographing identification documents with a casino site in the background, as in this case, it's only natural that the text becomes unreadable.

This is the reason for the large number of KYC-related complaints at this casino.

If you wish, I can submit photos of the same quality as many times as you like, but please state upfront how many repetitions will satisfy you.

As evidence, I submit a regular selfie and a selfie taken with the casino site in the background.

These two photos were taken in the same environment.

You can see that the presence of the casino site in the background increases the amount of information, causing the text to appear blurry, right?

Dear andandjonnyx and Casino Guru,

Unfortunately, that is not a definitive fact. The sharpness of details depends on the focus point of the image. Having the focus point on the near objects will make background provide less sharp, but still legible, while ensuring that text in focus is readable.

Players provide such selfies in readable quality daily to the KYC department, which, in our belief, verifies the reasonability of this request. As such, we must obtain a selfie which adheres to aforementioned conditions to progress further in verification.

Respectfully,

Ybets Casino Representative.

Are you unable to grasp the concept that when there's too much information within the frame, the focus becomes unstable?

It's baffling why someone with such limited knowledge is responsible for KYC verification.

Have you ever considered why this casino is flooded with KYC-related complaints?

Dear andandjonnyx and Casino Guru,

Please note that number of objects does not affect of sharpness of objects in focus. If automated focus is unreliable, most modern devices support manual focus to aid in this. The player is welcome to submit a suitable picture to the KYC department via email for verification.

Respectfully,

Ybets Casino Representative.

This affects the outcome. It's basic knowledge about photography and pixels.

Unless the KYC department understands this knowledge, submitting photos repeatedly won't change anything.

To the Casino Guru representative:

Please consider the fact that an unprecedented number of similar complaints are flooding in, given the scale of this casino.

If the casino's KYC standards deviate significantly from common standards, correcting that is also part of your job. Is that not correct?

Dear andandjonnyx and Casino Guru,

Unfortunately, to date Ybets has not received a selfie that would conform to the standard requirements. At the moment we do not have further suggestions but to retry the selfie until the requirements are met:

• player's face is fully visible and not cropped
• player's ID is fully visible, not cropped and text is fully readable
• website appears on the background on any device, visible enough to distinguish it is a Ybets main page

Respectfully,

Ybets Casino Representative.

I have already submitted selfies four times.

It has been proven that the image quality is acceptable at other casinos.

You may request selfies as many times as you wish, but the quality will never improve beyond this. Furthermore, you will need to spend several months or more handling this complaint. Is that acceptable to you?

Dear Player,

Thank you for your continued responses and for the time you have invested in this complaint.

I understand your frustration with the repeated requests and the length of this process. However, after carefully reviewing all selfies provided so far, I must confirm that none of the submitted images meet all mandatory KYC requirements at the same time.

For clarity, the selfie must meet all of the following requirements simultaneously:

• The player’s face must be fully visible and not cropped
• The ID document must be fully visible, not cropped, and all text must be clearly readable
• The Ybets website must be visible in the background and clearly identifiable as the main Ybets page

While some of the submitted photos meet one or two of these conditions, no single image provided fulfills all three requirements together, which is why the casino is unable to complete the verification.

At this stage, the casino’s request cannot be considered unreasonable, as similar selfies are routinely accepted from players using standard smartphones. Casino Guru is not able to modify or override the casino’s KYC rules, nor can we approve verification on the casino’s behalf.

Therefore, this will be the final opportunity to resolve the complaint. I kindly ask you to make one last attempt to submit a selfie that meets all three requirements listed above.

This casino does not accept photos from users using standard smartphones.

Therefore, please acknowledge the fact that a large number of KYC-related complaints have been submitted.

We have obtained certification from a third-party organization that properly guarantees image quality, confirming that all three meet the required conditions.

Dear andandjonnyx and Casino Guru,

We wish to remind the player that suitable documentation must be provided directly to KYC department via email to be considered.

Respectfully,

Ybets Casino Representative.

Since a complaint has already been filed, haven't you forgotten that documents can only be submitted through this complaint?

Because the Casino Guru representative needs to check the documents.

The KYC department must go to the location of this complaint.

Dear parties,

Thank you for the latest update and for the most recent photo submitted in this complaint thread.

I have reviewed the latest image provided here. Compared to the previous submissions, it represents a noticeable improvement and appears to meet the requirements regarding visibility of the player’s face and the presence of the Ybets website in the background.

I would like to clarify that Casino Guru’s role is to mediate and assess the reasonableness of the process, not to replace or override the casino’s internal KYC decisions. However, when documents are submitted directly within the complaint thread, it is appropriate for Casino Guru to review them and communicate an objective assessment to the casino.

Dear Ybets Casino,

based on the materials submitted in this thread, I kindly ask you to re-review the most recent selfie and confirm clearly whether it can be accepted for KYC purposes. If it still cannot be approved, please specify exactly which requirement is not fulfilled, rather than issuing a general rejection.

I kindly ask that further communication remains factual and focused, so this case can reach a clear and final resolution.

Dear Barbora,

We understand and agree on the improvement of quality of the image in player's latest post. At the same time, we wish to remind that the KYC department is making the final decision on the submitted documents and the player has been advised several times that documents are accepted by the KYC via email. If the player has submitted the latest picture, the KYC department will review it shortly. If not, we kindly repeat our request to send it via KYC email address for verification.

We remind the player that verification process cannot be completed on public forums for the purposes of secure document processing and KYC player data collection and verification.

Respectfully,

Ybets Casino Representative.

Due to the complaint process, I am no longer able to send emails to the KYC department.

Contact the KYC department and instruct them to come to this forum.

Dear andandjonnyx and Casino Guru,

No documents will be accepted outside of the email communication with the KYC department, as mentioned previously. Ongoing public forum complaint does not prevent such email communication. If the player wishes, they can CC Casino Guru staff in this communication so all parties have records of the data player sends to the KYC department.

Respectfully,

Ybets Casino Representative.

No, I cannot email the KYC department because security restrictions have already been imposed on me due to a complaint I filed.

Therefore, it is necessary to resolve the matter through the complaint process.

Dear andandjonnyx and Casino Guru,

Please note that no restrictions have been imposed by Ybets regarding email submission, since it would be counterproductive for complaint resolution.

We kindly ask the player to confirm if they refuse to provide an appropriate selfie via KYC department email.

Respectfully,

Ybets Casino Representative.

I am unable to send emails because I am currently restricted by the linked email service due to having submitted a complaint.

Therefore, the KYC department must visit the complainant.

I sent another email to the KYC department, but please tell them to come here.

Due to insufficient capacity to verify the KYC department's documents, we need to utilize the opinion of the Casino Guru representative.

Dear Player,

Kindly provide clear evidence of the restrictions you claim were imposed on your email service following your complaint.

Based on the casino team’s response, no limitations were placed on your email address that would prevent you from submitting the requested documents.

Please note that the submission and verification of KYC and/or AML documents must be completed directly with Ybets Casino, as this process is fully managed by the casino. Casino Guru acts only as an independent mediator and does not have the authority to approve or reject KYC/AML verification on the casino’s behalf.

We strongly encourage you to continue cooperating with the casino team and to provide the requested documents as instructed. Failure to do so may result in this complaint being closed due to insufficient cooperation.

My email service is linked to CasinoGuru's complaint system.

I've already submitted documents to the KYC department, but it seems they haven't been able to verify them.

The attached data probably isn't reaching them due to security measures.

Dear Barbora,

Unfortunately, the player was still not able to provide sufficient documentation to date. The recent developments have been shared via Casino Guru email address.

Respectfully,

Ybets Casino Representative.

Please provide sample photos showing exactly what the problem is.

I have no intention of providing the same photos repeatedly.

To Casino Guru,

As you can see from other complaints, this casino repeatedly refuses withdrawals using KYC as an excuse, and most users cannot withdraw their funds.

Most complaints involve users giving up after being stalled for time, meaning virtually none are actually resolved.

If the casino's response is unusual, it's standard practice to adjust your approach accordingly. Wouldn't you agree?

Dear Player,

I understand your concerns regarding the casino’s overall complaint statistics. However, complaints filed by other players or patterns observed in unrelated cases constitute a separate matter and cannot be used to determine the outcome of this individual dispute.

As the mediator in this specific case, I must assess only the cooperation and evidence provided within this complaint.

After several weeks of communication, I need to clearly state the following:

• The casino’s KYC requirement (selfie with visible face, readable ID, and identifiable website background) is not unusual and is commonly fulfilled by players using standard smartphones.
• You were repeatedly asked to provide a selfie meeting all required conditions simultaneously.
• When informed that this was the final attempt to resolve the matter, you were in fact able to submit a photo that was significantly closer to the required standard.
• The casino has since provided evidence showing that the last image sent directly to the KYC department via email differs in quality from the version shared in this complaint thread.

For this reason, arguments suggesting that improved image quality is "physically impossible" or that email transmission inherently degrades images are not supported by the evidence available to us.

At this stage, the main obstacle to resolution is not the casino’s refusal to verify, but the lack of consistent cooperation in providing the required documentation through the official KYC channel, as clearly instructed.

Casino Guru cannot replace the casino’s KYC department, approve verification on the casino’s behalf, or bypass standard security procedures. Verification must be completed directly with the casino.

Please understand that if the requested selfie is not submitted to the KYC department in the required format, this complaint may be closed due to insufficient cooperation.

As evidenced by the images I have submitted, I have already provided the images to the KYC department.

However, as you can see from their response, it appears the documents have not been received due to security concerns, so we need to bring the KYC department to this location.

Please don't make me repeat myself any more.I've reached my limit too.

First, please reread this complaint.

Casino support clearly stated that the KYC documents were not received due to an email error

The email service has notified us that the error is still occurring.

Dear Player,

Thank you for your message.

I would like to clarify the situation based on the latest evidence provided to Casino Guru. The casino has shared additional documentation with us, which I have personally reviewed. Based on this evidence, I can confirm that the materials submitted to the casino’s KYC department were not of the same quality as the image shared in this public complaint thread, which explains why the verification could not be completed.

Furthermore, the available communication confirms that email contact with the KYC department was possible and ongoing, and that additional verification requirements were communicated to you via email.

Please note that KYC verification cannot be completed within this public complaint thread, and Casino Guru cannot replace or override the casino’s internal verification process. The verification must be finalized directly with the casino’s KYC department via their official email channel, using compliant documentation.

At this stage, continuing to dispute the process or submitting non-compliant materials will not move the case forward.

This is a final request for cooperation. If the required documentation is not submitted to the KYC department as instructed, this complaint will be closed due to insufficient cooperation.

Kindly let us know whether you intend to proceed accordingly.

The difference in image quality between the one sent via email and the one submitted to CasinoGuru indicates a problem with the casino's system, meaning the image wasn't transmitted properly.

Of course, the photo I sent is the same file.

Furthermore, I've emailed the KYC department multiple times but have been completely ignored.

For some reason, the casino is now demanding I submit deposit history from several months ago.

However, since it's already been several months, and given the casino's past cryptocurrency crime, The cryptocurrency wallet is demanding that the casino explain why the timing is several months later as a condition for submitting the transaction history.

In any case, it has been confirmed that sending images to the casino results in degraded image quality, preventing KYC completion.

Please clarify how the casino will address this issue.

Since the casino's system issues have consistently rejected my KYC, I also demand a proper apology.

Dear andandjonnyx and Casino Guru,

Ybets uses standard mailing system which does not affect provided documentation in any way. The files on our end appear exactly as sent on the side of the player as attachments and the way they were submitted was provided to Casino Guru staff in detail. Unfortunately, provision in low quality means that the file itself was uploaded by the player in such quality and it cannot be accepted by the KYC department until provided via proper channels in reasonable quality.

Additional documentation in form of a transaction screenshot is a standard verification step. In this case, a screenshot of the latest (and only) deposit is required, with details visible. As transaction history in a cryptowallet is never deleted and all transactions are stored, Ybets has a reasonable expectation of provision of this information if the deposit was made by the player, which is why this is a verification step. It is also not logical that a cryptocurrency wallet company would request explanation for access to past transaction details as they are available to the owner of the wallet by default.

At the moment, we still await submission of the suitable documentation from the player to continue the verification.

Respectfully,

Ybets Casino Representative.

Please provide evidence that I deliberately uploaded low-quality files.

At the very least, the files themselves are identical, and I used Gmail, a common email service.

Incidentally, I've also received a notification from Gmail stating that there is an issue with the casino's server.

I made a deposit at this casino on October 27th, and nearly three months have already passed.

Please clearly explain why you did not request KYC immediately when I submitted a withdrawal request, but instead waited until the holding period expired to make the request.

This casino is on the wallet's blacklist, and since the organization requested documents at an unnatural time, there is a risk of abuse.

Therefore, the wallet is asking for the reason.

Dear andandjonnyx and Casino Guru,

Ybets reserves the right to initiate player verification at any point deemed necessary, as per agreed upon Terms:

8.4. We reserve the right to carry out verification procedures for each Player at first withdrawal and anytime further, depending on our internal decision without any explanations to the Player about the reasons for such request.

In player's case, verification was requested at first withdrawal, matching the Terms. The request for the transaction is standard for casino verification and players regularly submit this document without issues. We have not had any incidents with unavailability reported to us by any player due to blacklists or restrictions. Crypto deposits do not have timeframes or holding periods before they are removed from the wallet and are always present in history for all known major crypto wallet providers. As such, this document is mandatory for verification completion.

Respectfully,

Ybets Casino Representative.

Responding here is pointless.

The entity making this demand and adding the casino to the blacklist due to past misconduct is the cryptocurrency wallet company.

This action was taken because the casino's response this time was extremely poor, and its prior record was also uncovered.

Please formally state via email

the specific reason why this demand was made after three months had already passed.

Dear Player,

After carefully reviewing all communication, evidence, and explanations provided by both parties, I need to clarify the situation and conclude this case.

Based on the casino’s Terms and the information shared with Casino Guru, Ybets Casino is entitled to request verification documents, including transaction proof, at the time of the first withdrawal or at any later point they consider necessary. This practice is standard across the industry and is not considered unusual or unreasonable.

The request for a transaction screenshot, even several months after the deposit, is a legitimate and commonly required KYC/AML step, particularly in cases involving cryptocurrency deposits. As explained by the casino, crypto transaction histories are not time-limited and remain accessible to wallet owners, therefore the request itself cannot be considered inappropriate or abusive.

At this stage, the decisive issue is cooperation.

Casino Guru has no authority to override the casino’s internal verification process or approve KYC on the casino’s behalf. Verification must be completed directly with the casino’s KYC department by providing the requested documents in the required format.

This is my final request:

• If you are willing to cooperate, please submit the requested transaction screenshot and the required selfie directly to the casino’s KYC department as instructed.
• If you choose not to provide the requested documentation, the complaint will be closed as rejected due to insufficient cooperation, as there will be no further steps Casino Guru can take.

Please clearly confirm how you wish to proceed.

The cryptocurrency wallet provider has halted document submissions due to the casino's past issues.

The cryptocurrency wallet operator had independently investigated the casino's past and determined that this recent action was also inappropriate.

Consequently, I've repeatedly asked the casino for an explanation, but since they refuse to respond, I cannot submit the documents.

This is not my problem; it's because the casino has repeatedly caused cryptocurrency issues in the past, triggering the wallet provider's security checks.

Dear Barbora,

There's no point telling me here. Because this is simply a case where the cryptocurrency wallet rejected the casino's problematic actions.

Unless the casino properly explains the reason, I can't do anything either since the feature to submit transaction history has been disabled.

Looking solely at this transaction, the casino may appear blameless, but in reality, the casino has caused numerous problems in the past. This is a measure taken by the wallet provider, who is aware of that history.

Even Casino Guru would lower its rating if a casino repeatedly engaged in problematic behavior, and wouldn't recommend registration or deposits, right?

We'd like to cooperate as well, but since the casino side is uncooperative, there's nothing we can do about it.

Dear Barbora,

I spoke with the wallet side.

They said they would allow the issuance of documents without the casino's response, on the condition that ‘CasinoGuru bears responsibility in case of misuse’.

If you say YES, I will submit the documents immediatel

Casino Guru defends the casino's financial position and has determined that there is no risk of recidivism regarding past criminal history. Since the wallet side has judged that the company will take responsibility if any issues arise, we will submit the documents.

Dear andandjonnyx and Casino Guru,

We wish to reiterate that Bybit remains fully accessible to players and we have received similar documentation from various players lately. As such, we cannot confirm player's claims that Bybit is in some way constraints creation of a transaction history screenshot.

In addition, we remind the player that any submission is to be made directly to the KYC email address and it must adhere to the requirements. KYC will be awaiting submission of the required transaction and selfie.

Respectfully,

Ybets Casino Representative.

Dear Barbora,

We have additionally shared recent developments via email for your consideration.

Respectfully,

Ybets Casino Representative.

As I mentioned, I've submitted the selfie multiple times.

However, due to issues with the casino's system, the image quality degrades, and there's nothing we can do about it on our end.

I can prove that I submitted the exact same file, and I can also create a video showing both the submission to Casino Guru and the email. What should I do?

Bybit has also requested a response (this is specific to my case, not related to other users),

However, as an exception, access to the history was permitted to prioritize the user's interests.

It has already been sent.

there is nothing further I can do.

Dear Player,

Thank you for the update.

As we have received new information and the casino has also shared recent developments via email, we will now proceed with an internal evaluation of the materials.

To allow sufficient time for this review, I am extending the complaint timer.

Thank you for your patience and cooperation.

Dear andandjonnyx,

After internal communication within the Casino Guru team and further clarification from the casino, we must state that the verification process has still not been completed correctly.

To give you a final opportunity to resolve this matter, you are required to submit the following in full and in the correct format directly to the casino’s KYC department:

• A complete transaction screenshot with all required details clearly visible (including transaction ID and wallet ID, without any obscuring)

• A valid selfie that meets the casino’s stated requirements

No alternative explanations, third-party statements, or partial submissions can replace these documents. Casino Guru cannot approve verification or assume responsibility on behalf of the casino.

If the requested documents are not submitted correctly within the given timeframe, this complaint will be closed as rejected due to insufficient cooperation.

Please clearly confirm whether you intend to proceed with proper submission.

I am willing to submit it and have already done so.

I can also provide images as proof.

However, as the email service has notified, there is an issue with the casino's server causing an error where attachments are not being delivered properly.

This is a problem the casino should resolve, and it is not my responsibility.

First, please ask the casino side how they plan to resolve the issue of attachments not being delivered properly.

We'll discuss it after that.

Please stop this nonsense.

I have no intention of continuing this same exchange any longer.

First, I have already submitted the documents required to meet your demands.

I have also already provided proof of this within this thread.

Please verify this carefully.

Second, investigations have confirmed that the casino's email server has issues preventing attachments from being delivered properly.

The casino's KYC department still hasn't come up with a solution for this.

I am extremely disappointed that the person in charge does not properly understand the situation.

If you don't understand the issue, please transfer me to another representative.

It appears the KYC department hasn't even received the attachment.

Dear Casino Guru:

As long as the issues remain unresolved—namely, ‘the casino side cannot properly receive the attachment’ and ‘the wallet side has imposed a security lock due to the casino's past criminal activities’—KYC is effectively impossible.

It was precisely because we recognized this error early on that we requested Casino Guru's judgment as a third party.

Please propose an alternative solution.

We've exchanged messages multiple times since then, but it seems the KYC department still can't recognize the documents.

What do you plan to do?

As you can see, the KYC department doesn't even seem to know that the attachment was sent in the first place.

Frankly, I can't deal with this complaint any longer.

Please close this complaint as unresolved.

Dear andandjonnyx and Casino Guru

As evidenced both in player's screenshots and updates provided to Casino Guru via email, the player continues to resend the same files, which were initially rejected by the KYC department, since they did not adhere to the requested parameters.

The KYC department has made several attempts to clarify the conditions to the player, which is also seen on the player's email history screenshot, to no avail. As such, there has not been any progress made in this case due to lack of sufficient documentation provided. We wish to reiterate that previously rejected submissions may not be accepted if simply resubmitted again without changes.

We can also confirm that attachments from the player and all other players reach the KYC department successfully and no errors have been encountered. Ybets also rejects any notions of any criminal activity or restrictions placed against Ybets by Bybit, implied by the player.

Respectfully,

Ybets Casino Representative.

cannot make changes to the documents.

Or are you telling us to submit falsified documents?

Bybit itself acknowledges that the documents meet the requirements.

Why would the casino think it can reject documents that the wallet provider claims meet the requirements?

Gmail has clearly indicated that there is an issue with the casino's mail server.

The core issue with this complaint is that the KYC department cannot properly recognize the documents, so they want Casino Guru to intervene as a third party.

During this process, it was discovered that the KYC department's email server itself had an issue, preventing attachments from being delivered correctly.

It has already been confirmed in this thread that the submitted documents meet the requirements.

If the same file is sent but one instance is deemed compliant while another is deemed non-compliant, that proves an anomaly exists.

Further back-and-forth will only lead to a stalemate.

Given the casino's uncooperative stance, please close this complaint as unresolved.

They say the document doesn't meet the requirements, but this document was issued by the wallet, Bybit.

Even if they say the document issued by the wallet doesn't meet the requirements, there's nothing more we can do on our end.

If they have a complaint, the casino should contact Bybit.

Dear parties,

Thank you for the latest updates.

We have reviewed the casino’s most recent clarification and the supporting screenshots. The casino confirms that the player continues to resend the same files that were previously rejected because the ID is not shown in full / is not compliant with the requested parameters, and that the required selfie has not been provided in an acceptable form.

At this stage, Casino Guru cannot replace the casino’s KYC department, approve verification on the casino’s behalf, or substitute the requested documents with third-party statements. The verification must be completed directly with the casino by submitting the required selfie and transaction proof in the correct format.

Since the requested documents have still not been provided in a compliant way and no further progress can be made, I will now close this complaint as REJECTED due to insufficient cooperation, in line with our complaint handling rules.

If the player later submits the required documents successfully and the casino confirms completion of verification, the player may contact us and we can reassess the case.

Kind regards,

Barbora

Casino Guru