Ybets Casino - Pelaajan kotiutuspyyntö on viivästynyt, eikä varoja voida käyttää.

Hello!

I joined Ybets in mid-April. I'd been playing slots and placing sportbets there for 3.5 months. During that time, i made two deposits (100 USD each) and two withdrawals (50 and 70 USD). The method of payments was USDT.

On June 28, I requested a new withdrawal (80 USD). After a delay of couple of days, my request was canceled by the casino.

On July 3, the casino's customer support asked me to send a photo of my ID document and a selfie with it taken in front of Ybets website to their KYC department.

At that time, the Ybets website was closed for maintenance, so I was only able to send the requested photos only on July 6.

On July 14, the KYC department asked me to send them a utility bill and screenshots of my payments. I did it on the same day.

Since that day I haven't received any new requests but withdrawal of funds is still closed for me.

I sent questions about the possible timing of document's reviewing to the KYC department several times. Most of them were ignored. On August 8, the KYC department answered that my documents had been received and sent for the review.

Today, I have no idea when I'll be able to get my winnings if it all. My current balance is 437 USD.

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. When was the last time the casino communicated with you regarding the verification of your account?
2. Which types of games did you play shortly before your most recent withdrawal request was submitted?
3. Could you please forward me the documents that are still pending verification in your account at veronika.f@casino.guru?

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,

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.

Hello!

Thank you for your responce!

The last request for documents from the casino was on July 14. The requested documents were sent on the same day. So these documents have already being reviewed for 6 weeks. I forwarded these emails to you.

Two months have already passed since my latest withdrawal request, which was canceled. Therefore I can't rely on my memory for sure. The casino's website allows to see only sportbook's history. I placed bets on soccer, tennis and UFC before the request. But I strongly believe that I also played slots on that day, most likely Max2 Megaways.

Best regards, Stanislav

Thank you very much 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.

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Ybets Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear sopivasov and Casino Guru,

Thank you for bringing our attention to this concern. We have located player's latest document attachments, which have been earlier corrupted due to an error on the email domain. We have now been able to access them and review successfully. As such, we are able to confirm that the player's withdrawal is now complete.

Respectfully,

Ybets Casino Representative.

Thank you!

sopivasov, please, confirm if you have received your funds successfully!

Hello! Today my withdrawal request has been fulfilled. Thank you to evreryone who made it possible!

So my issue has been resolved.

Dear sopivasov,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Pavel Kaczynski

Casino.Guru

We are reopening this case by the request from the player. It seems that there are further verification requirements that are needed to be fulfilled. Ybets Casino, can you please explain?

Dear sopivasov and Casino Guru,

As per our previous message, player's verification has been completed. Currently, the player is undergoing a Provider Check, in accordance with our AML policy. This is a routine check performed to verify player's game sessions in question and confirm that the betting pattern adheres to the rules of the casino and provider.

We would like to note that initiation of the check is not an accusation of any kind and is performed routinely to avoid false positives given by automated session checks. The minimum noted time for this action is 7 days. For further clarity, we can provide an estimation of 14 working days for an average provider check. However, if at all possible, we will do our best in cooperation with the game provider to complete it sooner.

Respectfully,

Ybets Casino Representative.

Dear sopivasov and Casino Guru,

We would like to provide an update regarding the check. The anti-fraud team has completed the review of the bets and has found no abnormalities. As such, account functionality was restored earlier today. We thank the player for their patience.

Respectfully,

Ybets Casino Representative.

Dear player, let us know when you will withdraw all your funds!

Dear sopivasov and Casino Guru,

The financial department has provided an update that the player's funds have been withdrawn successfully. At the moment, no pending withdrawal requests or funds on the game balance remain. We thank the player for their cooperation and patience.

Respectfully,

Ybets Casino Representative.

Hello!

I confirm that my withdrawal request has been processed and I've got my money.

14 working days of verification magically turned into 1 day! I thank you to everyone who helped make this magic happen.

Best regards, Stanislav

Dear sopivasov,

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