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Hello, I won €4000, I asked for a withdrawal and from the next day I can no longer access the account, I also performed a password recovery but it is impossible to access, it continues to give wrong user or password. I wrote to customer service without receiving a response

Buongiorno, ho vinto 4000€, ho chiesto il prelievo e dal giorno dopo non posso più accedere all account, ho effettuato anche il recupero password ma è impossibile accedere, continua a dare user o psw sbagliate. Ho scritto all assistenza clienti senza ricevere risposta

Dear Cdv88,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. To better understand your situation and assist you, could you please provide the following details?

1. Could you specify when exactly you submitted your withdrawal request and when the last time you were able to access your casino account was?
2. Could you send me a screenshot of the error message you see when you try logging into your account?
3. When did you contact customer support after finding out you were unable to access your account?
4. Have you passed the full KYC verification?

I hope we can help you resolve this situation as quickly as possible. Thank you in advance for your reply.

Best regards,

Veronika

Good evening, on Thursday I made the winnings and requested the withdrawal, a few hours later it was impossible to access, the page does not allow screenshots but the user and password boxes are outlined in red and buy a small writing at the bottom of the password box that says "invalid email or password. Check them or use recover password"

Support was contacted the same day after I was no longer able to access

I didn't do KYC verification

Buonasera, giovedì ho effettuato le vincite e richiesto il prelievo, da qualche ora dopo è stato impossibile accedere, la pagina non permette screenshot ma le caselle di user e psw si contornano di rosso e comprare una piccola scritta in basso alla casella password che dice "email o psw non validi. Controllali o usa recupera password"

L assistenza è stata contattata il giorno stesso dopo che non ho più potuto accedere

Non ho effettuato la verifica KYC

They just replied to me that my account "Is locked" without giving any reason

Mi hanno appena risposto che il mio account "Is locked" senza dare motivazioni

Please forward me the email you received from the casino stating that your account has been blocked. My email address is veronika.f@casino.guru.

Also, could you please specify what types of games you played? Were they slots, live casino games, or did you bet on sports?

Did you accumulate your winnings with or without a bonus?

Good morning Veronica, I played slots and accumulated winnings without bonuses

(Bonus I guess you mean cashback or deposit bonus etc), I sent the email as requested

Buongiorno Veronica, ho giocato a slot e accumulato vincite senza bonus

(Bonus immagino tu intenda cashback o bonus su deposito ecc), ho inviato la mail come chiesto

Thank you very much, Cdv88, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you Cdv88 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Ybets Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Dear Сdv88 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 Сdv88 and Casino Guru,

The player has been blocked, and their balance has been deducted due to the exploitation of a critical vulnerability in our casino.

Further details will be sent to your email.

Respectfully,

Ybets Casino Representative

Hello Cdv88,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter 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 Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I apologize for the lack of response, I was out of the office for a long time due to an injury.

Dear Ybets Casino representative, I have checked my inbox, but I wasn't able to find any information relating to the case. Would it be possible to resend the evidence to my email? (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear Сdv88 and Casino Guru,

All relevant details will be sent to your mailbox shortly.

Respectfully,

Ybets Casino Representative

Dear Сdv88 and Casino Guru,

All relevant details will be sent to your mailbox shortly.

Respectfully,

Ybets Casino Representative

Dear Ybets Casino representative, I have still not received any information to my email. If no evidence regarding the case is provided, I will be forced to close the complaint as unresolved due to insufficient evidence, which may negatively affect your rating. Please forward any relevant information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear Сdv88 and Casino Guru,

We have sent an e-mail to your e-mail address.

Respectfully,

Ybets Casino Representative

Thank you for providing me with the evidence Ybets Casino representative.

Cdv88, the casino has provided me with evidence of a technical glitch that allowed you to place bets even when you didn't have enough funds to place them. From the game history that was provided to me, it is clear you have exploited this glitch multiple times during your gameplay. It is important that when you come across a technical issue, to contact the casino support immediately and report it to them. As your winnings we the result of this exploit we believe the steps the casino has taken in this matter to be justified. For that reason, your complaint will not be rejected. Thank you for your understanding.

Kind regards,

Peter