Ybets Casino - Player faces delayed verification process.

At October 31 I won 1600$ at this casino and this when the problems started .At start they were canceling my withdrawals without any reason.Then they ve sent me an email that I have to KYC this account fine .I ve sent the files almost instantly to them at 4thNovember (they asked me for these files 3rd of November) and they said to me 10 working days to verify me .Anyways after lots of emails etc etc and them keep asking me more and more files (Bank statements,Utility bills) .Files that at the first mails never got asked .I am still waiting them to verify me 22 days after I ve sent the first email.

Dear vageliskoltsi1,

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. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format?

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Could you please provide the link to the casino in question? Since you've submitted two similar complaints, are you experiencing verification issues in both casinos?

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,

Dominika

Dear vageliskoltsi1, have you received any results from the verification process?

From ybets I’ve only received a mail around 10 days ago to resend all my files …As I did !

Thank you very much, vageliskoltsi1, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.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 ,

Still I’ve got no answer from ybets.

Thanks,

Dear vageliskoltsi1,

I have reviewed your case, and I'm sorry to hear about the difficulties you are experiencing with verification. I will reach out to the casino to see how we can resolve this matter.

Dear Ybets Casino,

I would like to invite you to participate in this conversation to help resolve the player’s complaint. Could you please provide more information regarding this case? Specifically, have you received all the necessary documentation from the player for KYC verification? What is the current status of their verification?

I look forward to your response. If you have any supporting evidence, please feel free to send it to my email at natalia.b@casino.guru.

Kind regards,

Natalia

Dear Vageliskoltsi1 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

I'm extending the timer for 7 days for Ybets Casino. I hope the casino will share updates as soon as possible.