The player from Belgium had requested a withdrawal less than two weeks prior to submitting her complaint. Her money had not been received yet. The issue was resolved after further communication with the casino, leading to the player receiving her winnings. The Complaints Team marked the complaint as resolved following confirmation from the player.
Ybets Casino - Player believes that their withdrawal has been delayed.
Amount: €200
Ybets Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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1 month ago
Translation
They told me that they had processed a deposit into my account, but there's an issue with the payment system and they're supposedly trying to resolve it. I've read some comments here suggesting it takes them ten days to deposit money, although they can do it manually. If the funds are not in my account by today, I will take legal action.
Automatic translation:
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1 month ago
Dear thebillionairealive,
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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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1 month ago
I wasn't asked for KYC. Also, this isn't my first time making a withdrawal. There is a specific processing period for requests, which is 1-5 days at some casinos. In this case, they mentioned it would take 24 to 48 hours. Every time I spoke with them, they sent me the same standardized responses, saying my request has been forwarded for faster processing to the relevant department. They consistently provide the same replies. There has been no substantial progress, and I am still waiting since October 8th. If this issue is not resolved promptly, I will take legal action.
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1 month ago
Dear thebillionairealive,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
