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Hello, I created my account at Ybet on October 9th and deposited €200 with BTC.

I then won with them and uploaded my documents for verification.

I was then verified after a few days.

on October 15th I was told by the chat that my payout would be processed.

Then I got an email today at 2:40 p.m. that I supposedly canceled my payment, which is not true.

So I wanted to log into my account to see what was going on. And then I just got the message Account blocked.

Hallo, ich habe am 9.10 meinen Account bei Ybet erstellt und mit BTC 200€ eingezahlt.

Ich habe bei denen dann Gewonnen und habe meine Dokumente zur Verifizierung hochgeladen.

Ich wurde dann auch nach einigen Tagen Verifiziert.

am 15.10 wurde mir noch vom Chat gesagt das meine Auszahlung ausgeführt wird.

Dann habe ich heute um 14.40Uhr eine Email bekommen das ich angeblich meine Auszahlung abgebrochen habe, was aber nicht stimmt.

Daraufhin wollte ich mich in meinem Account einloggen um zu sehen was da los ist. Und dann habe ich nur die Meldung bekommen Account Gesperrt.

Dear paulstel099,

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 this was your first withdrawal attempt? Could you please advise when exactly was your account marked as verified?

Have you accumulated 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

Hello the verification was confirmed on 15.10.

It was my first withdrawal attempt.

I played with the welcome bonus and made a profit from it.

Then I used the casino profit again in the sports area.

Hallo die Verifizierung wurde am 15.10 bestätigt.

Es war mein erster Auszahlungsversuch.

Ich habe mit dem Wilkommensbonus gespielt und damit Gewinn gemacht.

Anschließend habe ich den Casino Gewinn im Sport Bereich noch mal benutzt.

Thank you for your reply, paulstel099. Do I understand correctly that the winnings that are being held in your account were accumulated by sports betting? Could you please post here a link to the bonus you activated?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hello, no I only played with the welcome bonus.

There is only one and it is for the casino.

I then won with the casino welcome bonus and then wagered this win on a game.

Hallo, nein ich habe erst mit dem wilkommensbonus gespielt.

Es gibt nur den einen und der ist für das Casino.

Mit dem Casino wilkommensbonus habe ich dann gewonnen und diesen Gewinn anschließend auf ein Spiel gesetzt.

Thank you very much paulstel099 for your reply. I will now transfer your complaint to my colleague Peter (peter.m@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 soon.

Hi paulstel099,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Ybet Casino to the conversation to participate in the resolution of this complaint.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi paulstel099,

I tried to get in touch with the casino repeatedly but had no success. Since the casino has no valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I wish I could be of more help.

Best regards,

Peter