Ybets Casino - Pelaajan voitot on takavarikoitu jälleen.

Hi all. I received no deposit free spins, I cleared the wagering, "withdrew" mac withdrawal amount of 40 dollars by adding that balance to my cash balance and cancelling any additional winnings. Then off this 40 dollars I won again (600 dollars). Now I went to withdraw and they again cancelled the additional winnings. Now every other casino I've played out, once you "withdraw" by cancelling the additional winnings and claiming what you are entitled to claim as per terms, this counts as withdrawing, and if you then win extra off this amount this has been eligible for physical withdrawal from account. As its no different to simply withdrawing from account and re depositing money. They will probs just say as per terms of bonus max cash out is actually taking money out of your account. But seems scammy to me and just avoiding paying

Dear Jimmyd234,

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.

• Do I understand correctly that your winnings were capped twice?
• Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

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



Hi please see the attached communication along with attempted withdrawal. Please let me know if there is anything you need

Thank you very much, Jimmyd234, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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, Jimmyd234,

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? Why have the user's winnings been confiscated? Do I understand correctly the user met the bonus wagering requirements, the casino cleared his balance from everything over the maximum cashout amount, and he continued playing, but the casino capped his winnings again later? If so - why?

What is the difference between withdrawing the maximum cashout and depositing it back to continue playing and simply continuing playing?

If there are any essential/important facts we should review to understand the casino's actions, is the casino able to substantiate its claims and decision with relevant evidence? Otherwise, if the casino decided to cap the player's winnings twice, and even apply the maximum cashout rule to a real money (withdrawable) balance after WRs were met, we cannot see a reason for confiscation or applying such a rule after the bonus was finished and converted to real money, and we recommend the casino restore the user's winnings accumulated after meeting the wagering requirements and after the clearance of bonus winnings from everything over max cashout.

If needed, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Hi ybets, can you please respond

Dear Jimmyd234 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

Hello. Could I please have a response as this seems to be dragging on

Can you please update ybets

Thank you both for your replies.

Dear Ybets team,

A significant time has passed since your last response. Can you please provide us with an update?

Thank you.

Ybets - it's been nearly a month since I raised the complaint. Can you respond

Am I ever going to receive a response?

Dear Jimmyd234 and Casino Guru,

We have reconsidered our decision, and in light of our respect for the Casino Guru, we are prepared to return the player's winnings.

Respectfully,

Ybets Casino Representative

Thanks for confirming. When will the winnings be returned to my account? As I've checked and they aren't in my account yet.

Thanks

Thank you both for your replies and updates.

Dear Ybets Casino Representative,

Can you please inform us as soon as the winnings are restored to the user's account?

Thank you. Looking forward to hearing from you.

Hi ybets, could you please return the winnings? They still havent been added to my account

Hi all, I still haven't received the winnings. Can you update on this?

I've still not received the winnings back???

Still not received the winnings...

It's approaching 7 days and I've still not received the winnings back

Dear Jimmyd234 and Casino Guru,

The funds were successfully credited to the balance.

Respectfully,

Ybets Casino Representative

Thank you for the update and confirmation, Ybets Casino Team!

Dear Jimmyd234,

Can you please confirm your funds are already available in your gaming account balance?

In case you would like to withdraw them, feel free to inform us of any news or progress regarding the process.

I would like to keep the complaint open and wait until your winnings are successfully withdrawn.

Thank you.

Hi. Yes I can confirm the funds have been returned. I have requested to withdraw 500 dollars, it is still waiting to be processed so I will update if there are any issues with the withdrawal. Thanks

Just close it. I've lost it all

Great news, Jimmyd234! However, I am sorry it ended this way.

Anyway, thank you for the confirmation and for using the Casino Guru complaint resolution centre. As the casino successfully restored your disputed winnings, I consider the matter resolved and will now mark your complaint in our system accordingly. 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.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

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

Best regards,

Branislav, Casino.guru