Ybets Casino - Pelaajan kotiutusta viivästetään oikeudenmukaisuuden tarkistamiseksi.

Hello, I need your help; this topic has been discussed here many times.

I get the information that my game is being checked for fairness and this has been going on for about 25 days.

Can you help me? Support keeps putting me off.

What information, screenshots, etc. do you need from me to support me?

Regards, Mummfred2024

Hallo und zwar benötige ich eure Hilfe, das Thema wirde hier schon oft aufgegriffen.

Und zwar bekomme ich die Info das mein Spiel auf Fairness überprüft wird und das schon seit ca 25 Tagen.

Können sie mir helfen? Ich werde immer wieder vertröstet vom Support.

Welche infos screenshots etc benötigen sie von mir um mich zu unterstützen?

Mfg Mummfred2024

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

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.

Hello, first of all thank you for opening the case.

1. No, not in this casino

2. KYC was not requested, then I would have submitted the necessary documents to complete KYC

3. I used a deposit bonus and wagered it completely, and I made sure that I didn't play any prohibited games or bets.

Thank you very much, it is not a lot of money but I paid in for it which is why I want to insist on winning.

Hallo, erstmal vielen Dank für die Eröffnung des falles.

Zu 1. Nein in diesem Casino nicht

Zu 2. KYC wurde nicht angefordert, dann hätte ich die nötigen Dokumente eingereicht um KYC abzuschließen

Zu 3. Ich habe einen Einzahlungsbonus genutzt diesen komplett umgesetzt und habe auf verbotene Spiele und Einsätze geachtet das diese nicht gespielt worden sind von mir!

Vielen vielen Dank, es ist nicht viel Geld jedoch habe ich dafür eingezahlt weshalb ich auf den Gewinn bestehen möchte.

Update: the fairness test appears to have been completed.

I was able to and have requested a payout, but I would like to keep the case open until the full payout is received before further problems arise.

Regards, Mummfred2024

Update: die Fairness Prüfung ist anscheinend vollzogen.

Ich konnte und habe eine Auszahlung beantragt, ich würde gerne den Fall noch offen lassen bis zur vollständigen Auszahlung, bevor weitere Probleme auftreten.

Mfg Mummfred2024

Thank you for your reply. I'm happy to hear that there's some good news. Of course, I will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Update:

Hello, I was asked to send documents for KYC, and they're wasting time again to delay the payout. And no response from Ybets itself. Documents were sent or uploaded immediately upon request.

No response to email to support etc.

Chat says please wait...

Update:

Hallo, also ich sollte Dokumente senden für KYC und schon wird wieder zeit geschindet um die Auszahlung zu verzögern. Und keine Antwort von Ybets selbst, Dokument wurde bei Anforderung umgehend gesendet bzw. Hochgeladen

Keine Äußerung Antwort auf email an Support etc.

Chat sagt bitte warten...

Could you please advise which documents you have already provided and when you sent them exactly?

Additionally, 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 Mummfred2024,

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.

Excuse me, I was in the hospital. No change so far. I'll upload all communication documents here for you.

Many thanks in advance

Entschuldigen sie bitte ich war im Krankenhaus. Bis heute keine Änderung ich werde sämtliche Kommunikationdokumente hier uploaden für sie

Vielen Dank im Vorraus

I apologize, but I haven't received any additional information from you yet. Could you please forward me everything so we can proceed with this complaint?

Unfortunately, I can't copy anything from the chat history or take screenshots. Every time I try to do that, they're unavailable under Maintenance.

Ich kann leider nichts aus dem chat verlauf kopieren oder Screenshoten. Jedesmal wen ich ds machen will sind die unter Maintenace nicht verfügbar

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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.

Dear Mummfred2024,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Ybets Casino representative to join this conversation and participate in resolving this complaint.

Dear Ybets Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

I sent them an email with the chat history and a current attempt to pay out.

Thanks in advance

Regards, Andre

Ich habe ihnen ler mail den chatverlauf gesendet und einen aktuellen Versuch auszuzahlen.

Danke im Vorraus

Mfg Andre

Dear Mummfred2024 and Casino Guru,

We have relayed all the information to our KYC Department.

Please be assured that your request is under review and will be addressed at the earliest opportunity.

We sincerely apologize for any inconvenience this delay may have caused and express our gratitude for your understanding and patience throughout this period.

Respectfully,

Ybets Casino Representative

Dear Ybets Casino,

Thank you for your response.

Since the resolution of the complaints on your part has taken a positive direction, we firmly believe that we will be able to resolve this complaint as soon as possible.

I am looking forward to your reply.

It is artificially delayed by the casino!!!

I was sent this email, which requests the following.

Ybets: To proceed with the verification process, please provide us with a good-quality photo of your ID document before using our website. The information on your document should be clearly legible and your face should be fully visible. Thank you.

Should I buy a computer and take a photo of myself in front of it? What are they thinking? Can they help me stop this artificial delay on ybet's part????!!!!

Ps: I'm now trying to do what they want.

Best regards

Es wird künstlich verzögert seitens des Casinos!!!

Mir wurde diese email gesendet, dort wird volgendes verlangt.

Ybets: Damit wir mit dem Verifizierungsverfahren fortfahren können, stellen Sie uns bitte vor unserer Website ein Foto mit Ihrem Ausweisdokument in guter Qualität zur Verfügung, da die Informationen auf Ihrem Dokument deutlich lesbar und Ihr Gesicht vollständig zu sehen sein sollten. Vielen Dank.

Soll ich mir jetzt einen Computer kaufen und mich davor fotografieren? Was denken die sich. Können sie mir helfen diese künstliche Verzögerung seitens ybets zu stoppen?????!!!!

Ps: ich versuche jetzt das zu machen was die möchten.

Mit freundlichen Grüßen

Dear Mummfred2024 and Casino Guru,

We would like to confirm that the KYC department has requested additional documentation in a form of a picture from the player. To clarify player's concern, if the player does not have a computer, any device can be used to display the website in the background and a picture can be taken by a second device, a camera, friend's phone, tablet, webcam, etc. We hope that provided appropriate options to proceed with verification.

Respectfully,

Ybets Casino Representative

Dear Mummfred2024,

Could you please follow the casino's instructions so we can move forward with the case? Please let me know once you have provided the casino with the requested documentation.

I'll be awaiting your reply.

I'm still trying to find the right solution. Today I'll prepare the necessary documents and send them to the casino, as well as let you know here.

Ich versuche noch die passende Lösung zu finden. Heute werde ich die benötigten Dokumente erstellen.und dem casino zukommen lassen sowie hier bescheid geben.

Dear Mummfred2024,

Thank you for your response. Please keep us updated.

I'll be awaiting your reply.

Dear Mummfred2024 and Casino Guru,

To provide an update on the case, unfortunately, the KYC department is yet to receive required documentation from the player.

Respectfully,

Ybets Casino Representative

Dear Mummfred2024,

Could you please provide the casino with the documentation? This is a necessary step in moving forward in this case; therefore, we require cooperation from your side. I will extend the timer for an additional seven days. If you do not provide the casino with the documents within such a timeframe, we will be forced to close the complaint as rejected. Thank you very much for your understanding.

I'll be awaiting your reply.

I don't understand why they didn't arrive. But I'll send them again to ybets! Or rather, KYC from Ybets.

Versteh ich nicht warum die nicht angekommen sein sollen. Aber ich schicke sie noch einmal an ybets! Bzw KYC von Ybets

Dear Ybets Casino,

Could you please inform us whether the relevant department received the documents from the player, and what the current status of verification is?

I'll be awaiting your reply.

Dear Mummfred2024 and Casino Guru,

The KYC department has updated us at the beginning of the day that no new documentation was provided by the player. If the player is attempting to send it, we ask to ensure email address is correct and emails are actually delivered.

Respectfully,

Ybets Casino Representative

Dear Mummfred2024,

Could you please resend the documents one more time? You can CC me in the email using the following email address stefan.m@casino.guru.

I'll be awaiting your reply.

Dear Mummfred2024 and Casino Guru,

We would like to provide an update on the player's verification. Upon last check of incoming communication on September 23rd, KYC department did not receive any new documentation from the player.

Respectfully,

Ybets Casino Representative

Okay, I'll send everything again. And pack stefan.m@casino.guru in cc.

Thank you very much I will report

Ok, ich sende alles nochmal. Und packe stefan.m@casino.guru in cc.

Vielen Dank ich gebe Meldung

Dear Mummfred2024,

Thank you for your response and cooperation. Please let us know here once you provide the casino with the necessary documents.

I look forward to your response.

Dear Mummfred2024,

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.

Dear Mummfred2024 and Casino Guru,

Unfortunately, we are yet to receive any updates from the player to KYC since our last update in this thread. The KYC department continues to monitor the inbox regularly in case the player decides to provide the documentation.

If the player has sent the files, we ask them to provide a screenshot of the sent email, with addresses of sender and recipient visible, as well as date and time of the email. The contents can be cropped for privacy.

Respectfully,

Ybets Casino Representative

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.