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.