The player from Romania faced ongoing confusion regarding the verification status of their account, having been misinformed multiple times by casino representatives. After receiving an email stating that the account had been verified, they later discovered it was a mistake and sought a refund for the money lost during this period of uncertainty. The Complaints Team clarified that KYC was essential for verifying accounts and, despite the player's concerns about being misled, stated that there was no possibility of recovering lost winnings due to the player's responsibility for their account. Consequently, the complaint was closed without further action.
Ybets Casino - Player's account verification has been mishandled.
Amount: 250 lei
Ybets Casino
Safety Index:HighSafety Index
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8.7
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Case closed
Our verdict
Other
REJECTED
Case summary
2 months ago
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2 months ago
From September 20, I was asked for pwmtru kyc documents, then after some time I chatted with a Mr. Jeff who told me that my account was verified and that there was a problem with sending emails.Then I went back to the chat after losing money and spoke to Kate who told me that the account is not verified and to waitToday I received an email that, dear player, your account has been verified blah blah, I didn't believe it and entered the chat, where I was told again that they made a mistake and that they apologize that the email was sent but it was the same Jeff who made a mistake etc.I have proof of everything I say, and I would like the money back that I lost due to the fact that they lied to me.Thank you
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2 months ago
Dear Agora,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
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 while issues like this shouldn't happen, human error can occur during the process.
- Could you please clarify how much money you currently have in your casino account? Do I understand correctly that you have lost all your winnings in the meantime?
If that's the case, I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if your account had been verified quicker, but at this point, we cannot ask the casino to refund your lost winnings.
Thank you in advance for your reply.
Best regards,
Kristina
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2 months ago
Yes, I played with all the money and then after I was told that the account was verified, I deposited another 250 dollars, the idea is that they tricked me and it's not ok. I have no expectations at all, I just want to sound the alarm about of this casino. Thank you for your time!
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2 months ago
Thank you for your reply, Agora. Unfortunately, in that case I have no other option but to close this complaint. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
