Ybets Casino - Pelaajan kotiutuspyyntö viivästyy ja hylätään.

I am writing to file a formal complaint against Ybets (website: ybets.net) regarding their repeated refusal to process my withdrawal request and their overall failure to provide adequate customer support.

On December 12, 2025, I initiated the KYC verification process with Ybets and submitted all requested documentation. The process took over three days to complete, which I found to be unreasonably slow. On December 15, 2025, I finally received an email from kyc@ybets.net confirming that no additional documents were required and that I was free to continue using the platform. I took this as official confirmation that my account was fully verified.

On December 26, 2025, I attempted to make my first withdrawal since completing the KYC process. After waiting nearly two days, my request was rejected with a message stating that I needed to complete KYC verification. This is the same reason my previous withdrawal was blocked before I completed the verification process. What makes this even more frustrating is that their KYC team did not send me any email explaining what additional documents or steps were required. They simply rejected my withdrawal without any further communication.

I immediately contacted their live chat support to address this issue. I explained that I had just passed KYC verification and that this was my first withdrawal attempt since then. The support agent, named Arthas, offered nothing but generic, copy-paste responses such as "I've provided your case to the appropriate department" and "please kindly wait for our response via email." When I expressed my frustration and asked whether I would continue to face this same problem repeatedly, the agent simply apologized and said they hoped my case would be resolved promptly. At no point did any support representative provide a concrete explanation or take any meaningful action to resolve my issue.

This experience leads me to believe that Ybets either has serious internal communication failures between their departments, or they are deliberately using KYC verification as a tactic to delay or prevent legitimate withdrawals. The lack of any follow-up communication from their KYC team after rejecting my withdrawal, combined with the unhelpful and scripted responses from their customer support, suggests a pattern of behavior that is harmful to players.

I have retained all relevant evidence, including email correspondence and screenshots of my live chat conversations with their support team. I respectfully request that your organization investigate this matter and take appropriate action to ensure that Ybets fulfills its obligations to its users.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Ybets Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Have you managed to withdraw winnings after your account was verified on the 12th of December?
• Has the casino explained which documents are necessary for you to submit since you submitted this complaint?
• Could you please list which documents you provided to the casino so far?

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

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Q：What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

A: Slots only

Q: Did you achieve your current balance with the help of a bonus?

A: No, just use my deposit

Q:Have you managed to withdraw winnings after your account was verified on the 12th of December?

A: This is the first ridiculous part because this is my first time from I finished the KYC.

Q: Has the casino explained which documents are necessary for you to submit since you submitted this complaint?

A: This is the Second ridiculous part, because their KYC team never sent me any email and block my withdraw

Q:Could you please list which documents you provided to the casino so far?

A: passport

and selfie holding my passport and front on their website

Dear Darewin and Casino Guru,

Thank you for bringing player's concern to our attention. The player has first started KYC procedure on December 11th. During this time they have provided ID only, which may be sufficient for basic identification. On December 25th, additional documentation was requested from the player, in accordance to Ybets Terms:

8.3. 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. Such verifications may for example include copies of a Player’s passport, national Identity Card, copies of a Player’s utility bills, and/or copies of the debit/credit cards used to deposit.

If the player has provided the required documentation to the latest KYC request, we kindly ask them to await the review decision in an email from the KYC department.

In addition, we wish to note that there are currently no funds on the player's balance.

Respectfully,

Ybets Casino Representative.

Based on the email evidence provided, Ybets Casino's response contains multiple false statements that directly contradict their own correspondence.

LIE #1: "The player has provided ID only"

Evidence:

shows the player (SibetWin) replied on December 11, 2025 at 3:47 PM with 2 attachments, clearly stating: "Attached to this email, you will find the required documents for the KYC verification process: a copy of my passport and a selfie with my ID in front of the Ybets website."

shows a follow-up email on December 11, 2025 at 4:00 PM with 3 attachments (2 MB), stating: "Additionally, I have included both the front and back photos of my ID... I have also attached a clearer version of the selfie."

Conclusion: The player submitted ALL requested documents (passport, ID front & back, selfie with ID) on the same day as the KYC request—not "ID only."

LIE #2: "On December 25th, additional documentation was requested"

Evidence:

Image shows an email from KYC Ybets dated December 15, 2025 at 00:10, which explicitly states:

"We are glad to inform you that no additional documents are required at the moment, feel free to play and enjoy our games."

Conclusion: Ybets officially confirmed on December 15th that NO additional documents were needed. Their claim about requesting additional documents on December 25th directly contradicts their own written confirmation.

Timeline Summary

Date Event

Dec 11, 2:12 PM Ybets sends KYC request

Dec 11, 3:47-4:00 PM Player submits ALL required documents

Dec 15, 00:10 Ybets confirms "no additional documents required"

Dec 25 Ybets now claims "additional documentation requested" ❌

Conclusion

Ybets Casino's official response to Casino Guru contains demonstrably false statements. The email evidence proves the player fully complied with all KYC requirements, and Ybets themselves confirmed document sufficiency on December 15th. Their attempt to shift blame onto the player is contradicted by their own correspondence.

Dear Darewin and Casino Guru,

We would like to note that aforementioned clause allows Ybets to request additional standard documentation from noted list at any time, including after completion of basic verification. Ybets will not request the same documentation that has already been approved.

Full procedure may not be carried out if conditions of verification requirement are no longer present. In such cases, KYC reserves the right to confirm basic verification and lift account restrictions, while being able to request additional documentation if needed in the future.

This exact procedure was carried out previously, which is described by the player. The selfie was not accepted by the KYC department due to incomplete submission, which is why only the ID is on record. Since this was sufficient for basic verification, restrictions were lifted. As noted previously, we will no longer request the ID of the player, since it is confirmed. However, if the need arises, KYC department may request additional financial documentation or request a remade selfie in the future, in accordance to clause 8.3.

At the current moment, restrictions are lifted from the player's account and their balance is empty.

Respectfully,

Ybets Casino Representative.

Your latest response continues to dodge the irrefutable evidence I provided in my previous reply—such as the exact email timeline and attachments proving I submitted all documents on Dec 11, which you confirmed as sufficient on Dec 15—making it clear you're ignoring facts to protect the casino.

​

I'm closing my Ybets account permanently and walking away

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Please keep this complaint public so others can see the full story and decide for themselves.

​

I'll also share this experience across forums to warn players about your group brands like iWild, Snatch, and Immerion, which share the same untrustworthy practices.

Dear Darewin and Casino Guru,

The aforementioned procedure aligns with the Terms agreed upon at signup, with verification performed as per clause 8.3. The email on December 15th informed the player of basic verification. Since the need for additional verification was not met at that time, as noted in our previous reply, the player was informed that we did not require any additional documents at that time and account restrictions were lifted.

As the need arose later, KYC department has informed the player of additional requirements since not all documents provided earlier were accepted and additional documentation was required. This aligns with aforementioned details provided by Ybets in this forum.

If the player wishes to close their account, they can always contact the support team directly for assistance.

Respectfully,

Ybets Casino Representative.

Hello Darewin,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks to both parties for your replies.

Since it appears the KYC wasn't completed after your ID was approved, we would recommend that you provide further documents to support in order to complete it in a similar situation. We understand that there are multiple levels of verification, and other documents might be requested in order to approve withdrawals.

Dear Darewin,

Since you decided to close your account in the casino and used up the winnings, there is little we can accomplish at this point.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into problems with any online casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.