Ybets Casino - Player's account has been blocked due to alleged policy violation.

The casino will not payout winnings and closed account due to me what they described as the following:

After a review by our dedicated team, it has come to our attention that there may be certain nuances in your gameplay that, unfortunately, do not align with our policy. 

Regrettably, we have noted instances that could be construed as Opposite betting and potential Cashback abuse, practices that are contrary to the guidelines we hold dear.

In light of these findings, there are necessary steps of temporarily suspending your account and, regrettably, canceling any pending cashout requests. 

I would like it to be noted that my winnings came from playing Crazy time, which did account for the majority of my wagers. I'm not sure how I could have done opposite betting on Crazy time from what I've read about it.

The casino gladly accepted deposits still but went it come withdrawals cancelled them.

Dear isadoro2,

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.

• Have you accumulated your winnings with or without an active bonus?
• When did you create your account?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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,

Kristina

I don't believe my winnings were accumulated as a result a bonus. I deposited money and played with that.

On several occasions I had a bonus and either played it and lost it or just withdrew it. To be honest without the ability to login it is hard to tell if i won money using a bonus but my memory is that it was not. I don't believe i did and for the record, i certainly did lose more than i won.

One comment I'd make is that i did often withdrew winnings or a bonus and would play the next day after re-deposting. I think that this may be the issue but I'm not 100% sure, as the next day would mean i would get a new cashback window. If inmerion objected to me doing this then I think they could have advised me rather than confiscated my money ( I would have not withdrew so often). I think with crypto it is reasonable to hold the assets in your own wallet rather than leave it on the website under inmerion's control (which turned out to be a wise decision).

I believe my account was created about the 20th or 21st January. I don't have access to inmerion now so can't tell from logging in. I can see what looks like an email when i signed up from 20th of January so I'm going to say it was then (may be 19th).

I will send on the further emails between myself an Inmerion to the email outlined.

When I lost inmerion got the money, but when i won they paid out several times although slowly and originally they allowed withdrawals to be cancelled which i did and lost a significant amount of winnings. I just want as much as anything to make the casino accountable. If they have some issues with their software or had they communicated with me I would have followed any guidelines but that was not the case,

Thank you for your reply, isadoro2. Unfortunately, I have not received any emails from you. Could you please forward everything again? Thank you very much.

These are the main 2 messages. I've taken screenshots of emails.

Dear isadoro2 and Cristina!

Our actions are taken in strict accordance with the established rules.

We received a confirmation from the game provider, indicating that, based on their assessment, the client used prohibited game tactics to manipulate winnings.

The document was sent to kristina.s@casino.guru for further review.

The opposite betting and cashback abuse are practices that are prohibited by our Terms and Conditions.

Any attempts to engage in such activities will be detected, and as a consequence, will lead to the account closure.

If you require any additional information or clarification, please do not hesitate to contact us.

Respectfully,

Inmerion Representative

Thank you Inmerion Casino for your reply. We will review your email and get back to this complaint as soon as possible.

Thank you very much, isadoro2, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@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 isadoro2,

I have reviewed your case and will do my best to assist you in resolving the situation..

Dear Inmerion Casino,

Would you be able to provide the player's relevant betting history, showing the bets in question?

Kind regards,

Adam

Dear Adam!

Thank you so much for bringing your attention to this matter.

All the required documents have been forwarded to adam.m@casino.guru.

If you require any additional information or clarification, please do not hesitate to contact us.

Respectfully,

Inmerion Representative

I would like to see these logs also.

Hello isadoro2,

I have received the betting history from the casino and I have asked them for further information via email. In the meantime, can you please confirm that you have also played roulette?

Kind regards,

Adam

Yes I'd say based on my recollection 80% crazy time and 20% roulette.

Dear Adam and isadoro2!

The additional information was sent to adam.m@casino.guru.

If you require any additional clarification, please do not hesitate to contact us.

Respectfully,

Inmerion Representative

Hello isadoro2,

I have asked the casino to clarify some details further, but according to the evidence received from the game provider it seems that you have placed opposite bets with another player on 3 separate occasions, are you able to explain this?

Kind regards,

Adam

i think i mentioned early on or maybe I hadn't. I left auto play on so this is likely why it happened.

As i say the majority of what i played was crazy time, which is the game which i got the winnings from. I'd imagine if you had all my transactions I would be quite down overall so if i was doing something to manipualte things why was i losing?

I also would like to mention that I was locked out of my account and I presume was done by inmerion because they had an issue with my gameplay. After speaking to support they unlocked my account and allowed me to make several more deposits but not withdrawals, so I would like to know the explanation for this? They never mentioned at thos point my account would be suspended and deposits confiscated.

If Inmerion had said we arent happy with your gameplay i'd have not deposited further and either found out what the issue was, or just closed my account. It was a leisure activity, that was all. If i was trying to play their system why did I play a game like crazy time so much which is impossible to be on all the options and make money?

Dear Inmerion Casino,

Can you please clarify the situation regarding the account blocking and subsequent unblocking that the player mentions?

Kind regards,

Adam

Dear isadoro2 and Adam!

Initially, our anti-fraud system automatically closed the account in question. Despite not receiving any alert messages from our provider at that time, we reinstated the account out of our commitment to valuing and respecting every client. 

However, later, we were informed about the opposite betting issue, leading us to close the account again for further investigation.

Respectfully,

Inmerion Representative

It seems convenient that this allowed deposits but not withdrawals at this time. Had Inmerion advised me of any issue maybe I would not have deposited?

Hello isadoro2,

You mentioned previously that you "left autoplay on" as an explanation for making opposite bets to another player. However, this doesn't really add up as it was not the same bet each time, and it was the same player you bet against on each occasion.

Once more I would like to ask you to clarify how it is possible that you made opposite bets to the same player on numerous occasions, as presented in the evidence provided by the casino.

Kind regards,

Adam

I did leave autoplay on but then also you can stop autoplay and change the amounts which i may have done several times. I cant remember. If I have mistakenly done that then why was i not told by them to not do that as there seems no advantage as u would only get your stake back.

The bigger picture seems to be that when I actually won the money the casino is now witholding it was on crazy time and not roulette.

Have you got any records showing my bets on crazy time? Sometimes i covered several numbers and bonuses on that without any issue. Was that a bad way to play crazy time?

Really, it seems that because I didn't play the way the casino likes that they can steal my deposits as well as winnings. They didn't say we don't like how you are playing when I lost just when i was trying to withdraw winnings.

I don't think i have any further facts to add to the case. I'd just really like you to consider on which games I actually won.

one last thing i would like to add as i did try this last night on the other sites I have access to. I can bet on odd/even and 0 or red/black and 0 with no problem on them on the same roulette spin. It just seems a convenient way to stop withdrawals because i happened to win on crazy time (which has nothing to do with roulette.

Hello all,

My apologies for my delayed response, I was unfortunately taken ill.

Dear Inmerion Casino,

It seems from the history provided that the player has made a successful withdrawal some days after the alleged opposite betting took place. Can you clarify this, and why the opposite betting wasn't flagged at this point?

Also, can you please explain the player's balance and from which games the winnings were accumulated?

Kind regards,

Adam

Dear Adam!

At that time, we didn't receive any alert messages from our provider, which is why the account remained open and there were no restrictions on withdrawals.

Upon receiving a notification from the game provider, the account was promptly closed for further investigation.

The winnings in question were received from the cashback that client received through involvement in illegal gaming activities. 

We want to emphasize that using opposite betting strategy to abuse the cashback is forbidden on our platform, so our actions were taken in strict accordance with the established rules and policies.

We kindly ask for your understanding and support in this matter as we enforce our policies to ensure a safe and transparent gaming experience for everyone.

Your cooperation is invaluable as we strive to uphold the trust and confidence of our community.

Respectfully,

Inmerion Representative

I’m afraid that is just not true. I would like to clarify why the word illegal was used? There’s nothing illegal about betting on all outcomes of a football match or a roulette game. anyway that is beyond the scope of this message.

The winnings were from crazy time and I’m sure if inmerion provide u with my full history of my playing u will see that my account would have lost in total, not won.

im afraid this casino is just using this as an excuse and I’m afraid taking my deposits and stopping withdrawals was not an accident. Why would I deposit if I could not withdraw?

anyway thank you for trying to sort this out but I don’t think the casino are going to admit that they should not have taken my deposits and as a result of taking them and letting me play, they should have honoured the winnings. If they had wanted to close my account after that I’d have less issue.

One final point I'd like to make. The site now excludes live casino games from cashback, so I would say that really its the casino policy that was in question rather than my gameplay.

Dear Inmerion Casino,

I am not sure I understand what is meant by this sentence:

"The winnings in question were received from the cashback that client received through involvement in illegal gaming activities."

Can you please provide supporting evidence of this, showing the balance after the opposite betting and exactly how the winnings have been accumulated?

Kind regards,

Adam

Dear Adam and isadoro2!

The additional information was sent to adam.m@casino.guru.

If you require any additional clarification, please do not hesitate to contact us.

Respectfully,

Inmerion Representative

Hello Inmerion Casino,

I have responded to your email, requesting further supporting evidence of how the disputed amount has been accumulated.

Kind regards,

Adam

Dear Adam!

The additional information was sent to adam.m@casino.guru.

If you require any additional clarification, please do not hesitate to contact us.

Respectfully,

Inmerion Representative

Hello all,

Apologies for my delay in responding.

The game provider detected opposite bets made by the player, involving another player at a different casino. isadoro2, it is not clear if this has been done intentionally to gain an advantage as there are not many instances of this. However, your explanation also is not sufficient to prove otherwise.

Any winnings from these bets were paid to the player, and then additional winnings were gained by playing a different game. At this point, the casino received the information from the provider about the opposite bets and closed your account, confiscating the balance also.

Consequently, we believe that the fairest resolution would be that the player received payment of all funds, minus any winning amounts from the questionable bets. I have asked the casino to clarify these amounts and await further reply.

Kind regards,

Adam

Hello, that seems a reasonable solution. I find it interesting that the other casino did not raise any of the same issues and I doubt their processes are any less rigorous.

i think inmerion will say that I won all the money from my questionable bets, which would be completely untrue. They did allow me to deposit after knowing they would not pay out. Thank you for all your work on this. Inmerion seem to be very entrenched in their position and are acting as I was some big time advantage player. This is not true in the slightest. I played for enjoyment and also wanted to win but within the rules. Inmerion didn’t like some of my bets. Why did they not send me a mail and tell me? Cashout and we don’t want you playing with us or u can play but dint do the type of bets they deem questionable. It was all very heavy handed and had they been licensed I would have reported them. Inmerion took the immoral action, not me.

Dear Adam!

The additional information was sent to adam.m@casino.guru.

If you require any additional clarification, please do not hesitate to contact us.

Respectfully,

Inmerion Representative

Dear isadoro2,

As you have stated, the amount of your balance upon closure of your account was $249. The casino has provided information stating that the total winnings received from the bets in question was $170, which matches up with the evidence from the game provider. The casino has stated that it is willing to refund you the difference, which equates to $79, in the hope that this will resolve the situation.

Can you please confirm if this would be a satisfactory conclusion for you?

Kind regards,

Adam

Yes thats fine thank you for all your work on this

Hello isadoro2,

I have replied to the casino via email to let them know that you have agreed to the proposed resolution. Please continue to keep us updated on the situation, once you have confirmed receipt of the refund we will close this complaint as 'resolved'.

Kind regards,

Adam

will do thanks. I will let you know when the funds received. Nothing as yet.

Dear isadoro2!

Please, provide us with your LTC address for us to proceed with $79 transfer.

Respectfully,

Inmerion Representative

Hello isadoro2,

Please let us know when the amount has been received.

Kind regards,

Adam

Hello,

The amount has now been paid and I just wanted to say thank you to casino guru for helping me. I want to make a few points as a last note

1) I still query the questionable bets. I think online casinos do a lot more questionable things morally. I am however going to leave that to one side. Saying about security and fraud is a complete red herring. If i went to a bookmaker and bet on either side in a tennis match no one would blink an eye.

2) The money that I was refunded would never have been returned had casino guru not been involved. In what way was stealing 79 dollars from me ok Inmerion? To teach me a lesson?

3) I'm grateful to Casino Guru and not Inmerion. Eventually they did the right thing (to an extent) but it had to be dragged out of them.

Again, thank you casino guru, i may not have agreed with all your analysis of the situation but you did pursue the casino to do the right thing and this took much effort. So I am very grateful.

Inmerion have removed the 20% cashback for live games. So i think that tells its own story.

Hello isadoro2,

Thank you for your comments and for confirming receipt of the payment. I appreciate your honest feedback, as we only ever aim to improve ourselves and our services.

I would also like to thank the casino for their cooperation in reaching an agreeable conclusion.

We will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, isadoro2, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Adam