Ybets Casino - Pelaajan kotiutuspyyntö on viivästynyt.

Hi, I have been trying to request a withdrawal but they dont accept it, they asked me for my documents (KYC) more than a month (it was in July) and at this moment nothing has happened, they dont answer the emails and in its online chat they say they dont have information

Dear player,

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. 

• When was KYC verification initially requested?
• Could you please advise which documents you have provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format? 
• Have you submitted them directly to your casino account or sent them via email?

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

Best regards, 

Natalia

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

When was the KYC verification initially requested? 03/08/2025

Could you please let me know which documents you provided and when exactly you sent the last one? I sent my document on both sides: a selfie with my document, a selfie with my document, and a screenshot of my YBETS account.

Have you provided all the required documents as quickly as possible and in the correct format? Everything as requested, with the best possible quality.

Did you send them directly to your casino account or did you send them by email? They were requested by email, so they were sent by mail.

¿Cuándo se solicitó inicialmente la verificación KYC? 03/08/2025

¿Podrías indicarme qué documentos has proporcionado y cuándo exactamente enviaste el último? envié mi documento por ambos lados, una selfie con mi documento y una selfie con mi documento y una pantalla con mi cuenta de YBETS abierta

¿Ha proporcionado todos los documentos requeridos lo antes posible y en el formato correcto? Todo como lo solicitaron con la mejor calidad posible

¿Los ha enviado directamente a su cuenta de casino o los ha enviado por correo electrónico? Me los solicitaron por correo electrónico, entonces se enviaron por correo

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

I'll send everything right away.

Enviare todo ya mismo

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Attila (attila.g@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello emely1806,

My name is Attila and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Ybets Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Attila G.

If you need anything from me, I am available to send whatever you need to solve this problem as soon as possible.

Si necesitan algo de mi parte, estoy a disposición de enviar lo que requieran para solucionar este problema lo antes posible

Dear emely1806 and Casino Guru,

Thank you for bringing this concern to our attention. At this moment, the player is undergoing the verification procedure outlined in our Terms. The KYC department has informed us that they are currently awaiting additional financial documentation from the player to proceed further. We kindly ask the player to provide the documents when able to continue the process.

Respectfully,

Ybets Casino Representative.

Dear ybets, I was just asked for additional documents yesterday, after more than a month of waiting, and they were sent immediately.

Estimado ybets, apenas me pidieron documentos adicionales el día de ayer, despues de mas de un mes de espera y fueron enviados de inmediato

Dear Ybets Casino,

Could you please confirm receipt of the requested documents?

Thank you in advance for your cooperation.

Best regards,

Attila G.

Dear emely1806 and Casino Guru,

We can confirm that the recent documents were received and the review was completed by the KYC team earlier today. As a result, player's verification is currently complete. We thank everybody for their cooperation in this regard.

Respectfully,

Ybets Casino Representative.

Good morning dear Ybets.

I will withdraw all my funds and will not play on this platform again. However, they will receive new players every day, since even with all the problems they have had in recent days, they remain in good standing. My recommendation is to return to how they were before, without so much trouble verifying. Time periods of more than a month are not good for anyone in such a simple process. I thank you in advance, and especially @casinoguru for helping me.

Buenos días estimado Ybets.

Retirare todos mis fondos y no volveré a jugar en esta plataforma, sin embargo cada día recibiran nuevos jugadores ya que aun con todos los problemas que han tenido los últimos días siguen buen posicionados, como recomendación es que vuelvan a ser como antes, sin tanto problema para verificar, tiempos de mas de un mes no son buenos para nadie en un proceso tan simple. De ante mano les agradezco y especialmente a @casino guru por ayudarme.

Dear emely1806 and Casino Guru,

We are glad to update that player's withdrawal request, initiated yesterday, has been processed successfully by the financial team. At the moment, the player does not have pending withdrawal requests. We thank everybody for their cooperation.

Respectfully,

Ybets Casino Representative.

Dear emely1806,

Could you please confirm whether you have successfully received your withdrawals? If so, may we proceed with closing this complaint as resolved?

Thank you in advance.

Best regards,

Attila G.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear emely1806,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila