Ybets Casino - Player requests a refund due to game crashes.

Dear hschlue88,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Ybets Casino. Could you please forward your game history to tomas@casino.guru? Please highlight the exact time of the incident.

Please understand, that without any supporting evidence of unfair losses, we can’t proceed further with this case as it would be close to impossible to confront the casino in asking for a refund.

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Tomas

Thanks for the updates.

I understand your distress in wanting the issue resolved as soon as possible.

Could you please specify how much you deposited in the online casino after you admitted your gambling addiction to casino support?

Have you received any further response after the casino support informed you that the refund decision would be communicated via email?

Thanks for your patience.

I informed our data team of your claims regarding the license of the casino. We'll investigate and update our casino review if necessary. I understand your frustration regarding the delayed responses. We currently have hundreds of active complaints and we strive to reply as soon as possible in the allotted time of 7 days.

I went over the evidence again. Let me share my observations. Please point out any mistakes in my assumptions:

• You informed the casino about your gambling problems on November 11th.
• You deposited 360€ on November 11th as well and played down this amount.
• No further deposits were made.
• Your account was blocked on November 14th.

I'll do my best to reply as soon as possible.

Thank you very much, hschlue88, for clarification. I will now transfer your complaint to my colleague Michal (michal.v@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 hschlue88,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Ybets Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

Dear hschlue88 and Casino Guru!

We have forwarded this information to our technical department.

We apologize for any inconvenience this may have caused and appreciate your understanding in this matter.

Please rest assured that we are closely monitoring the situation to ensure a swift resolution.

Best regards,

Ybets Representative

Dear Ybets Casino,

We are looking forward to your reply. Please, keep us informed.

Dear hschlue88 and Casino Guru!

We kindly request additional time to review all of this customer's requests.

We will respond to you promptly.

Thank you for your enquiry.

Best regards,

Ybets Representative

Dear Ybets Casino,

Please, know that I will not be setting these timers indefinitely. We are looking forward to your update.

Dear hschlue88 and Casino Guru!

We acknowledge that our agent failed to take immediate action to terminate your account following your disclosure of your gambling issue.

Please be advised that we are prepared to refund your deposit of €360.

We extend our sincerest apologies for this unfortunate incident.

Best regards,

Ybets Representative

Dear Ybets Casino,

Thank you for your cooperation and for your willingness to refund the player. Please, keep us updated here in the thread regarding the refund.

Dear hschlue88 and Casino Guru!

Please note that due to the Christmas and winter holidays, our financial department will be operating in a limited capacity.

We will be in touch regarding your refund at our earliest convenience.

Thank you for your patience.

Best regards,

Ybets Representative

Dear hschlue88,

It is understandable that the casino is working at a limited capacity during the holidays, just as we are. I am asking for your patience in this matter. Sending multiple emails and contacting live chat multiple times will not speed up the process in any way whatsoever. The casino confirmed the refund, so there is no reason why they would not go through with it. Once again, your patience is greatly appreciated. We will wait for the casino's update.

Dear hschlue88 and Casino Guru!

We regret to inform you that we are unable to influence the refund time.

We have submitted a further request to the payment provider to clarify the status of our request. 

Best regards,

Ybets Representative

Dear hschlue88,

Can you give me an update about your payment?

Dear Ybets Casino,

Do you have any updates for us regarding the payment?

Hallo Casino Guru,

Bis heute habe ich die Rückzahlung vom Casino immer noch nicht erhalten.

Das Casino meldet sich auch nicht bei mir.

Dear hschlue88 and Casino Guru!

We encountered an issue when attempting to process a refund via the payment system.

As an alternative solution, we will provide you with a credit amounting to $360, which will be made available for immediate withdrawal.

We kindly request that you utilise this credit for a withdrawal immediately, after which we will proceed with the blocking of your account. 

Best regards,

Ybets Representative

Hallo ybets casino,

Ich habe mich in mein Spielerkonto eingeloggt, aber sie haben die 360 Euro meinem Spielerkonto zur Auszahlung nicht gutgeschrieben.

Auf meinem Spielerkonto befinden sich lediglich mein Restguthaben von 0,18 Euro.

Ich habe die Erstattung immer noch nicht erhalten.

Hallo Michal von Casino Guru,

Ich habe Ihnen eine Email geschickt mit dem Screenshot von mein Spielerkonto bei ybets.net, wo zu sehen ist, dass ich keine Gutschrift vom Casino bekommen habe

Hallo Casino Guru,

Gerade das live Chat beim ybets.net casino angefragt, wann die Gutschrift der 360 Euro auf meinem Spielerkonto henschlue25@googlemail.com erfolgt.

Das Support von ybets.net hat wieder einfach die Chat Sitzung geschlossen, als wieder ignoriert.

Das Casino betreibt nur Zeit Schänderei

Hallo Michal von Casino Guru

Ich habe mich in mein Spielerkonto eingeloggt, aber das Casino hat die 360 Euro meinem Spielerkonto zur Auszahlung nicht gutgeschrieben.

Auf meinem Spielerkonto befinden sich lediglich mein Restguthaben von 0,18 Euro.

Ich habe die Erstattung immer noch nicht erhalten.

Dear Ybets Casino,

Can you give us an update on the refund?

Endlich nach zwei Monaten wurde der Betrag gestern Nachmittag meinem Spielerkonto gutgeschrieben und konnte die Auszahlung durchführen.

Der Betrag ist gerade meiner Kreditkarte gutgeschrieben worden.

Die Beschwerde kann 2 Monate nach Eröffnung endlich geschlossen werden.

Dear hschlue88,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V

Casino.Guru