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i had to submit KYC earlier in November. i was notified that it was cleared on 12/15. they flagged me again and i have no resolution date or reason why it was flagged again after clearing just a week ago. I figured since they gave me the all clear that everything was ok but i can say that their customer service has made me not want to play at their casino again bc i feel like winning just makes them flag your account.

Dear Player,

We are glad to inform you that the provided documents are enough for your current verification status and no additional documents are required at the moment, feel free to play and enjoy our games. If any further questions arise, feel free to contact us - we are 24/7 online ready to help you. Have a good day!

Kind Regards

Dear macio78,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Also, they keep telling me that it is with their security team again and they don’t give me anything else.

Dear macio78,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

no. they continue to tell me that they will try to have it expedited but nothing is happening. i just want a response but they don’t tell me anything

Dear macio78,

Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru for further review?

Additionally, can you please clarify what types of games were you playing and if you did use any kind of bonus?

Looking forward to hearing from you.

Regards,

Nick

i bought a $20 buy in on Jewel Rush for a max win played nearly 200 of it then cashed out $800 rather i tried. It said it was pending then about a few hours later i went to check the status and this is the message that appeared

***Withdrawal isn’t possible

You need to complete KYC verification. For further assistance contact support team***

I was playing with money that i deposited. approx $100. There was a bonus that i hadn’t activated of a 150% match which i hadn’t activated so it wouldn’t affect my withdrawal.

i have not gotten any response from the KYC team. i have reached out MULTIPLE times but no one will reply back. i reach out to customer service and they keep apologizing and tell me they are requesting the KYC review team to expedite. I sent my original message on 12/20. nothing back from them.

i just forwarded the email with their confirmation of my kyc being confirmed originally before they shut me down again.

Thank you macio78 for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, macio78,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Ybets Casino team,

Could you please explain the player's situation in more detail? What is the problem with the player's KYC/withdrawal?

What needs to be done on the user's side to speed up the withdrawal process? Can you provide him with clear instructions on how to proceed?

Thank you.

Dear macio78 and Casino Guru,

During the KYC verification process, it came to light that the player in question is a US citizen. 

Regrettably, our regulations prohibit us from accepting players from the United States.

We are ready to reimburse the difference between the client's deposit and withdrawals

Respectfully,

Ybets Casino Representative

Thank you for your response, Ybets Casino Team.

Can you be more specific regarding the difference between the client's deposit and withdrawals?

How does the casino enforce the country restriction on its side and how did the user manage to register at Ybets from the USA?

If the player was allowed to register and play at Ybets Casino from his country of residence without issues, and he did not alter his current location/IP, it would be great if the casino could simply pay out his winnings in full.

Thank you. Looking forward to hearing from you.

Dear macio78 and Casino Guru,

We kindly request additional time to assess the accessibility of our site from the United States.

Respectfully,

Ybets Casino Representative

Greetings all,

Some time passed.

Dear Ybets Casino Team,

Any news, please?

Thank you.

Dear macio78 and Casino Guru,

Regarding Casino Guru, we have decided to revisit our previous decision and will proceed with paying the player his winnings.

Following this, the player's account will be blocked, as we are unable to accept players from the United States.

Respectfully,

Ybets Casino Representative

Thank you very much for your response and update, Ybets Casino Team.

Dear macio78,

Can you please provide us with an update on your side? Has the casino already contacted you regarding the withdrawal? Is there any progress?

What is the status of your issue?

Thank you.

i haven’t had any response from the casino.

Thank you for the update, macio78. I am sorry for the delay.

The casino representative mentioned that following the withdrawal, your account would be blocked/closed. Can you access your account and/or request a withdrawal yourself in your casino account? If so, can you try it and provide us with an update?

If it is not possible, I will ask the casino for clear instructions.

Thank you.

i reached out to the casino and they indicated to reach out to their kyc team. I wrote them a week ago and have not heard anything from them

Alright, macio78, I understand. Thank you for the update.

In the meantime, do you have any news? Can you please look at my previous post and answer my question regarding your account at Ybets and the possibility of requesting a withdrawal from the account? Is your account accessible, and can you request a withdrawal?

Has anyone from the casino contacted you regarding a withdrawal or the KYC or have you already received any payment from the casino to any of the payment methods used for deposits/withdrawals at the casino?

Thank you.

there is no money to be withdrawn now. i played it all bc i figured i would never see it. but i wasn’t sure if they were going to give me the withdrawal amount originally requested as a courtesy. i still have not heard anything. i did get my refunded difference from my deposits/withdrawal difference but from how they replied, it sounded like they would give me the withdrawal amount that i originally requested out of good faith but no reply from the kyc team and if i go to their customer chat they tell me that is who i need to reach out to. Perhaps i am just chasing it and being too greedy but i think it is principle now

Thank you very much, macio78, for your explanation and the update.

However, since you have played your restored balance down to zero, I am afraid there is nothing more we can do. In this case, we are forced to close/reject this complaint due to the loss of the disputed funds.

Unfortunately, the casino fulfilled their part of the agreement and followed our recommendation, and there are basically no other obligations toward you if there was nothing left in your gaming account. Although there are some special situations or circumstances in which online casinos can restore the users' balances or refund deposits, this is not the case here. No casino would restore winnings that were lost by playing. It is a player's responsibility and a matter of patience not to play but to request a withdrawal and pass the KYC/verification to withdraw their funds.

Although I hope you will not come across a problem like this again, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you very much, Ybets Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.Guru