Ybets Casino - Pelaajan voitot viivästyvät KYC-vahvistuksen vuoksi.

I deposited 2550$ on Ybets site, placed 6 sports bets, won a bit and got 3503$ on my balance. After trying to withdraw my balance got locked for "review by game or sport provider" as on screenshot. It was pending for 2 months, tried to withdraw again when it over and got locked out of withdraw again and asked to provide KYC documents.

Sent the first requested document 26.02.2025, got answer next time only 11.03.25 and sent them next document. The last document they requested and I sent it 28.03.2025. Since then for almost 2 months can't get any answer from verification team and my balance still locked. Complained in chat and to support e-mail, but still nothing changed. So its almost 3 months now since they started KYC procedure, almost 2 months since their last answer on verification and almost 5 months since my balance locked.

Dear andrechuvak,

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.

• Do you have access to your player's account? Can you log in?
• How did you learn about your account being blocked?
• 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?
• Could you please explain which documents the casino requested and list which ones you submitted?

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

Yes I have access to my player's account. I can login.

Its not blocked, I just can't withdraw my balance for almost 5 months already. 2 months for "sport provider review" and then KYC for almost 3 months now.

I deposited 2550 USD, did 6 sports bets and got 3053$ balance. So my winnings on site are 953$.

Haven't got any bonuses.

They asked for:

ID

Photo with my ID document in front of ybets website

Screenshot of a transaction from my crypto wallet to ybets platform where the hash ID and the destination wallet address are seen

Provided all the above documents, the last screenshot they confirmed in e-mail was received and sent for the review 31.03.25.

Since then no answer from them and still no access to my balance.

Thank you very much, andrechuvak, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 andrechuvak,

I'm Michal, and I have taken over your complaint. I have reviewed the situation and would like to inform you that the verification process for gameplay conducted by the game provider can occasionally take some time. Unfortunately, as this matter is not entirely within the casino team's control, we must await the final decision from the game provider. I will contact the casino to see if they can provide any additional information regarding this issue, if possible.

We would also like to invite Ybets Casino to participate in this discussion.

Dear Ybets Casino,

Could you kindly provide an update regarding the status of the players' verification? It seems that the player has submitted all the necessary documents. Could you please clarify why the KYC process has not yet been completed and why the player's withdrawal has not been processed yet? If there are any factors contributing to the situation that cannot be shared publicly, please share them directly with me at michal.k@casino.guru

Dear Michael,

Verification process for gameplay conducted by the game provider lasted for 2 months and was completed already.

As I already told here after it was finished I still couldn't withdraw my funds because ybets support requested KYC verification. I sent all requested documents, but got no answer for more then 2 months already after the last document was received by them.

Dear andrechuvak 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 Michal,

They didn't answer any of your questions as well.

They have been holding my funds there for almost 6 months now( since 18.12.2024).

The only answer I was able to get from support is the one you got as well: your request under review etc and then nothing again for months.

Dear andrechuvak,

I completely understand your concerns regarding the delay, which is certainly not ideal. I share your desire to see this matter resolved promptly; however, there may be several factors influencing the current situation. Please rest assured that I will keep this case open until it is thoroughly addressed. In the meantime, I kindly ask for your patience.

Dear Ybets Casino team,

As the player has indicated, the verification process for the gameplay carried out by the game provider took 2 months and has already been finalized. The player has also provided all required documents for the KYC process. Therefore, could you please clarify why the KYC process remains incomplete and why the player's withdrawal has not yet been processed, given the considerable time that has elapsed?

Dear andrechuvak and Casino Guru,

We are currently awaiting proof of residence from the player.

A second letter was sent to the player yesterday.

We will make every effort to expedite the process.

I can confirm that once the verification is completed, the player will be able to withdraw their funds.

Respectfully,

Ybets Casino Representative

Dear Michal,

I did send requested proof of residence and this time it was approved within an hours.

After that my withdrawal section in wallet got unblocked.

They limited withdrawals to 500$ max per transaction tho.

I already got 2*499$ transactions out - took 1 day for first and 2 days of waiting to get second.

Hope it wont get much longer then this and I got my funds back within days, not months again.

Dear andrechuvak,

Thank you for sharing the positive news. I am pleased to hear that you are finally beginning to receive your winnings. While I recognize that it would be most likely preferable for you to obtain your winnings in their entirety in a single transaction, the $500 limit per transaction is a common withdrawal limit in many casinos. I have confidence that, notwithstanding this, you will soon receive all of your outstanding winnings without any unnecessary delays.

Kindly inform me when you have received all of your winnings.

Dear Michal.

The first 499$ withdrawal took them 1 day to process.

The second 499$ took 2 days.

The third one I requested 16.06.25 and its still pending now for almost a week.

I asked support and they confirmed they have problems with paying.

You can see it on screenshot.

I still see this casino has 9.4/10 Safety Index and Fair Casino Badge from Casino Guru.

I started to play there back then relying on such a good review.

Dear andrechuvak,

Thank you for the update.

Dear Ybets Casino Representative,

Can you please explain why the player's withdrawals are processed at such a slow pace?

Dear andrechuvak,

I would like to provide you with some insights regarding the situation with Ybets Casino.

Due to the growing number of ongoing complaints about Ybets Casino, mostly in regards to unusually long verification process and the non-ideal payout pace of the winnings, this matter was discussed during our recent internal meeting. Since this creates a frustrating and negative experience for the players, which ultimately reflects poorly on both the casino's operation and our platform, it was decided that it requires immediate attention.

We have informed the casino team that if we do not reach a satisfactory resolution within the next 7 days, we will proceed to close this complaint and other complaints as unresolved.

Additionally, the casino team was made aware that failure to address this issue would result in a negative impact on their safety index, which would further affect their overall standing on our platform.

I really hope the casino team will handle this and all the other pending complaints with the urgency and effectiveness they deserve.

Dear Ybets Casino Representative,

I am eager to see positive developments in the near future.

Dear andrechuvak and Casino Guru,

I am pleased to inform you that the player has successfully completed the verification process and is now eligible to withdraw their funds.

Respectfully,

Ybets Casino Representative

Dear Ybets Casino Representative,

Thank you for your prompt response.

Dear andrechuvak,

Have you received all your winnings?

Dear Michal,

I have 499$ withdraw pending at the moment and 509$ more on site(with their 500$ max withdrawal limit will take 2 more withdrawals).

Last 2 withdrawals I waited for 3 and 4 days each.

So hope in 7-10 days I get all my winnings and will let you know.

Dear andrechuvak,

Thank you for the update. I have my fingers crossed that you will receive the remaining winnings soon. I will wait for your confirmation once you receive all your winnings.

Dear Michal,

Haven't received all my winnings yet.

Waiting my 480$ withdrawal since 02.07 and have 29$ more left on site.

Dear andrechuvak,

Thank you for the update. If I understand it correctly, this $480 withdrawal is the last one, right? You have received all the other winnings, correct?

Dear Ybets Casino Representative,

When will the most recent player's withdrawal be disbursed from your side, please?

Not the last one, the last one will be 29$.

Dear andrechuvak and Casino Guru,

The player has successfully withdrawn his funds.

Currently, he has a withdrawal request of $480 and a remaining balance of $29.

Respectfully,

Ybets Casino Representative

Dear Ybets Casino Representative,

Thank you for the clarification, but you have not answered my question.

When will the player's withdrawal request of $480 be disbursed from your side, please?

Dear Michal,

I got that 480$ withdrawal just an hour ago.

Requested the last 29$ to withdraw.

Will let you know here once I receive it.

Thank you for your help!

Dear andrechuvak,

Thank you for the positive update. I am pleased to hear that you have received nearly all of your winnings. I am hopeful that the remaining $29 will be processed and sent to you promptly.

Dear andrechuvak and Casino Guru,

The player has successfully received his last withdrawal.

Respectfully,

Ybets Casino Representative

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear andrechuvak,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal

Casino Guru