Ybets Casino - Player believes that their withdrawal has been delayed.

Antes de começar a minha reclamação só queria dizer o quão assustador é ver o número de pessoas que estão na mesma situação que eu aqui... toda gente com dinheiro por receber e que o casino não paga!!!! Eles não pagam!!!

Desde dia 29 que estou nesta situação. Usei um cartão visa pre pago (associado ao meu cartão) para fazer o único depósito que fiz neste site. Pedi levantamento para o mesmo cartão. Não sabia que isso não era possível. A primeira coisa que me disseram foi que os levantamentos estavam atrasados (dizem o mesmo a toda gente) e depois foi que não podia fazer o levantamento para um cartão diferente daquele que usei para depósito. Ok tudo bem, faz sentido. Passaram dias e dias sem respostas... sempre a trocar emails. Depois disso enviaram a minha sessão de jogo para análise e depois disso pediram me verificação. Tudo bem, enviei o que pediram. Esperei mais tempo. Sem mais desculpas para me dar, desta vez tinham de puxar pela imaginação. Ontem fiz novo pedido de levantamento. Hoje 11/09, e porque eu perguntei pelo estado do pedido do levantamento, disseram que o meu banco rejeitou a entrada do dinheiro e disseram para eu rever os meus limites. Do nada os 900€ que pedi levantamento foram cancelados de levantamento desapareceram da minha conta de jogo. Não tenho e nunca tive limites na conta do banco. E o meu banco não me informou da tentativa de qualquer operação, entrada ou saída de dinheiro (como sempre me avisam se acontecer).

Parem de arranjar desculpas!!!!! Quero o meu dinheiro. Um depósito na conta só pode ser realizado com número de conta e vocês sabem disso. Óbvio, o objectivo é manter o dinheiro na minha conta para eu o gastar. Pois eu não o vou fazer. Tenho direito a levantar o dinheiro e já fiz todos os passos necessários para isso! Façam a vossa parte! Sejam profissionais !!!!! Parem de dar sempre as mesmas desculpas!!!!

Dear Pausilva91,

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

Dear Pausilva91,

Have you received your withdrawal from the casino yet?

Hello.

First of all, THANK YOU Nick and Casino Guru for trying to help me!

The situation is the same as 31 august. No money.

I did a second withdrawl attempt, as they told me to do, and for 24h (until yesterday morning) i thought the situation would be solved. They told me to do the withdrawl request of 900€ to my debit card. I did that and, like i told you before, they told me that my bank did not accepted it. Its not true. You know why? Because i did contact my bank and no attempt was made to transfer money to my account. I always have notifications on if money goes in or out of my bank account. I wasked my bank and nothing was tried. Im waiting for 900€ to be credit to my game account again!!! Almost 48h and no money. I have 3000€, and right now i only have 2100€.

Im here if they need mor documents or any info. I did my part! Now they have to do theirs!!!! 

Dear Pausilva91,

Unfortunately, if the previous withdrawal request was canceled and a new one was submitted, the 14-day recommended time frame will reset, and you'll need to wait again. May I ask if there are any other withdrawal options available to you that might be faster than a bank transfer?

Thank you for your understanding, and I look forward to your response.

Kind regards,

Nick

No further withdrawals were made. I'm still waiting for ybets to give me back the €900. As I explained above, they told me, via email, that I could make the withdrawal. I did and what I explained happened. The same situation that happened to many users. They said the bank rejected it. The bank did NOT reject anything, I have already confirmed this. They received absolutely nothing. I want my €900 back!!! Regarding other withdrawal options, they are almost non-existent at this casino. Only via card, which is what we tried and I think via skrill digital wallet, which I don't have. I have everything done as they asked. Account verified, documents sent, game session reviewed by them... everything is ok!! I suggested sending my account number for them to make a bank transfer (obviously respecting their weekly withdrawal limits) and no one replied to that, I was always ignored.

Im waiting for more than 48h for an answer and for 900€ back on my game account!!!! Im really frustrated with the situation!!!

Update: The option to cancel the withdrawal (the one they told me to do on the 9th september) request has appeared. This way the €900 returned to my game account and I now have €3000 again on my game account. I was not told anything via email, as they said they were going to do. Absolutely nothing. I simply noticed this detail because I go to my profile every day.

The situation remains unresolved, the casino does not communicate with me. I have to constantly send emails and chat messages (which are never enlightening). Once again I ask Casino Guru for help to help me resolve this issue. There is no communication from them, they do not provide me with another alternative for withdrawal. They dont send any emails for more than 48h and WORST of all: every agent on the chat says a different thing to me. That is really bad.

Boa noite. Passaram 3 dias desde a ultima mensagem que deixei aqui.. sem qualquer resposta. A situação no momento é a seguinte: o casino Ybets sugere carteira digital skrill para forma de pagamento. Da minha parte aceitaria sem qualquer problema. Acontece que, tal como muita gente, eu estou com a minha conta bloqueada. Neste momento não tenho respostas por parte da skrill há semanas e semanas.. tal como eu muitos e muitos users na mesm situação. Não sabem dar explicações e nem respondem. Pedi ao casino, via email, outra alternativa para levantamento dos fundos, pois não tenho culpa da situação atual que a skrill está fazer passar os usuários. Até ao momento continuo sem resposta quando pergunto ao Ybets se é possível transferência bancária, pelo número da conta..

Volto a dizer que o casino alega que o meu banco recusou a entrada dos meus fundos (através do número do cartão) quando isso não aconteceu. Falei com o banco e não houve tentativa de entrada de dinheiro.

Hello Pausilva91,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Ok, Nick. Entendo.

A minha situação continua estagnada e o casino Ybets não faz nada para mudar. É muito grave o que está a acontecer. Eles copiam e colam os mesmos emails. Por dias e dias seguidos. Tenho provas disso. Dia 14 setembro disseram que eu podia usar a minha conta skrill como alternativa de levantamento e eu disse que a minha conta não estava funcionar. Expliquei bem isso no email. Disseram que iam enviar o meu caso para o departamento responsável e dar prioridade ao meu caso. HOJE, DIA 23 SETEMBRO enviaram o mesmo email (depois de eu ter enviado 2 emails seguidos a pedir uma resposta ao meu caso) a dizer novamente que podia usar a minha conta skrill.. isto é inadmissível!!!!

Dear Pausilva91,

I apologize for the delay in getting back to you. Could you please provide a screenshot of the available withdrawal methods listed in the casino for your account? Are Skrill and bank transfer the only options available?

Please note that if your Skrill account is not working, the casino is not responsible for this issue, and you will need to choose a different method if any other options are available aside from bank transfer.

Looking forward to your response.

Best regards,

Nick

Good afternoon. Firstly, thank you for the response and help provided. Yes, my skrill account is not working and the casino is absolutely not to blame. They recently offered the option to withdraw via crypto. The problem is that I don't have a wallet and the amount is taxed in Portugal. In email exchanges I asked, several times, whether bank transfer was possible. They never responded to me. I also questioned the fact that they said they tried to send the amount by visa, with my card number, and the bank rejected it. My bank rejected absolutely nothing, as there was no attempt. I also tried to get an answer on this and didn't get one.

I dont know what to do because o dont get answers to the questions ive made...

Thank you Pausilva91 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.

I would like to point out that if there will be no other solution than using cryptocurrency to withdraw, you will have to use that method. As long as a casino offers a method to withdraw, the player has to accept it.

Wish you best luck resolving it.

Regards,

Nick

Hello, Pausilva91,

I am sorry to hear about your unpleasant experience and apologize for the delay. 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 look into the player's issue and provide us with an explanation and suggestions on how to solve her situation?

Thank you.

Ola!! A minha conta skrill, como já expliquei, não funciona. Levantamento para o cartão a Ybets alega que o meu banco rejeitou, o que é mentira. Confirmei com o banco. Agora o casino apresentou uma solução para o meu levantamento que... não funciona!

Tentei por 2x levantar via crypto e não é possível. Sigo todas as indicações mencionadas e não é possível finalizar o levantamento. Não é possível carregar em enviar. Anexei dois ficheiros para entenderem melhor o que quero dizer. Estou dentro dos limites de levantamento como podem ver. Peço que, se estiver a fazer algo errado que me digam pois nunca fiz levantamento através deste método.

Dear Pausilva91 and Сasino Guru,

We have provided the player with an alternative withdrawal method via mail and are currently awaiting her response.

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

The casino did not respond, via email, to my request for help and questions regarding crypto withdrawal. Yesterday I received an email (see photo) that said I could withdraw via visa again. Remember that this withdrawal solution given by them failed a month ago because they said the bank rejected it. They asked to make a withdrawal of €200 to see if this method would work. I did what they suggested. Now I'm waiting.

I will write here the updates from the last few days. I want it to be clear that I have been in this situation for almost two months. the casino has simply horrible customer support. After a period of time my skrill account was reactivated I spoke to support and asked if I could withdraw via skrill. I was told yes. Remember that I spent a few days waiting for my visa withdrawal to be validated (they suggested a new attempt) and that there was no progress in that short period of time. Since Friday I have been waiting for my withdrawal to be validated and for them to respond to my emails. Nothing at all. I sent an email demonstrating that my skrill account is verified and proof of that. They don't respond... Today they closed the chat when I was in the middle of the conversation (you can see in the photo, with enzo), this is not the first time this has happened to me. I have never seen customer support as bad as this. Never really, they do everything they can to make players frustrated. I will keep waiting for answers. Not going to give up. I would like to ask the casino guru to help me on this..

Thank you both for your replies and updates.

Dear Ybets Casino team,

Could you please look into the player's issue again and provide us with suggestions on how to solve her situation?

What are the currently available payment methods for withdrawal in her account, and why previous withdrawal requests were not successful?

Could someone in charge from the casino reach out to her, reply to her emails, and provide her with clear instructions on how to withdraw?

Can you then inform us about updates?

Thank you.

Hello

Some updates

I had 3 withdrawals requests. They paid me one. And the other two not yet. One of them is pending for more than a week.. this is unacceptable. Worst of all is that they changed the dates of my withdrawl requests.. i did the first one on the 11th october. And they ve changed it to the 17th october. This is ridiculous. Ive never seen a casino doing something like this. I did the request on the 11th, not on the 17th!

You can see in the pictures down here. The costumer support is so bad, its the worst ive ever seen. They repeat the answers over and over. Its copy paste of the answers.

They dont care about the costumer. One day one excuse , and the other day another one. Next week, same thing. Worst casino ever.

Thank you for the update, Pausilva91. Feel free to let us know about any progress. But that is good news you have already received one withdrawal!

However, let's wait for the casino representative's response and news.

Dear Ybets Casino team,

Additionally, to my previous questions, do I understand correctly the casino found a way how to pay the user's winnings and the current pending withdrawals should be processed completely, without further issues?

Thank you.

Hello.

This situation is ridiculous. The ybets suport team does nothing. They all say different things via email and then looks like a copy past in every email. One of them said to me that both of my withdrawl requests were processing. The other one says they re having problems with the payments or whatever and my situation was priority with the departmet. They just keep you with a conversation so they dont have to pay.

Dear Pausilva91 and Сasino Guru

Thank you for bringing this to our attention.

We can understand your frustration, especially as you received a payment on the 17th and encountered an issue with the payment provider on the next day.

We're pleased to let you know that the funds were returned to your game account and a new withdrawal is already in process.

We will endeavour to accelerate this withdrawal for you.

Respectfully,

Ybets Casino Representative

Greetings all,

Thank you for your replies and updates.

Dear Pausilva91,

In the meantime, my colleagues informed me that you confirmed on our Forum the issue was sorted out (HERE).

Thank you for confirmation and for using the Casino Guru complaint resolution centre. Based on your confirmation, I will now mark your complaint as 'resolved' in our system. 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