The player from Italy had attempted to withdraw €150, but the withdrawal was canceled after 72 hours without any explanation or request, resulting in the disappearance of his funds. After communicating with the casino, it was confirmed that the funds had been credited back to his account, and he successfully processed a new withdrawal. The issue was resolved, and the player confirmed that the recent withdrawal had been completed without further complications.
Ybets Casino - Player's withdrawal has been canceled.
Amount: €150
Ybets Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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3 months ago
Translation
I made a withdrawal of €150, but after 72 hours my withdrawal was canceled without any reason, explanation, or request, and the funds disappeared.
Automatic translation:
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3 months ago
Dear Michicirillo90,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise if your account has been fully verified?
- Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
- When did you request a withdrawal from the casino? Are you able to check the status of the transaction in the transaction history after it failed?
- Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
Looking forward to hearing from you.
Best regards,
Tomas
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3 months ago
Translation
Good morning,
First of all, thank you for your quick response, as you can see in the attachment, the withdrawal transaction was canceled but the funds have not returned to the game account.
After contacting support via chat nothing changed they told me to wait.
The account is verified. 
I remain available in case you need any further documentation.
Automatic translation:
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3 months ago
Dear Michicirillo90 and Casino Guru!
The withdrawal request in question was processed and paid on our end, but unfortunately, the transaction was declined by the bank.
Once we receive the €150 back from the bank, your account will be promptly credited, allowing you to submit a new withdrawal request at your convenience.
We apologize for any inconvenience this may have caused and will provide you with an update as soonest.
Best regards,
Ybets Representative
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3 months ago
Translation
Good morning,
As of today the funds have not yet been credited to my gaming account, I will try a different withdrawal method.
I remain available in case you need any documentation.
Thank you and good work
Automatic translation:
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3 months ago
Thanks to both parties for the reply and cooperation.
Dear Michicirillo90,
Kindly let us know when your account is credited and you will be able to request a new withdrawal.
Please keep me informed about any further developments.
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3 months ago
Translation
Good morning,
Unfortunately the situation has not changed, or rather they have decided to insert a new item that previously did not exist but there is not even a shadow of money. 
I can't tell if the withdrawal is processing or not.
Automatic translation:
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3 months ago
Dear Ybets Casino,
Could you please clarify what is causing the delay in returning of Michicirillo90's funds?
When can he expect the amount to be credited back to his casino account?
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3 months ago
Translation
I contacted casino support and their response was this... 
It's been 12 days since my withdrawal request.
Automatic translation:
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3 months ago
Dear Michicirillo90 and Tomas,
We are pleased to inform you that we have received confirmation from the bank that Michicirillo90's account has been credited back to his balance.
He is now welcome to initiate a new withdrawal request at his convenience.
Thank you for your patience and understanding throughout this process.
Best regards,
Ybets Representative
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3 months ago
Translation
Good morning,
One of the things I hate the most is being fooled. After contacting my bank, which was also the one I used for the withdrawal, it turned out that no amount was ever proven to be credited.
The money has returned to my gaming account and I have proceeded to a new withdrawal with a different bank, if the withdrawal is not successful even with this method I will be forced to proceed through legal channels.
Thank you and good work.
Automatic translation:
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3 months ago
Dear Michicirillo90 and Tomas!
I'm happy to inform you that your recent withdrawal request has been successfully completed.
We sincerely apologize for the delay and any inconvenience this may have caused.
Thank you for your patience and understanding throughout this matter.
Best regards,
Ybets Representative
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3 months ago
Translation
Good evening,
I confirm what the casino reported, the withdrawal was regularly processed.
Thank you and good work
Automatic translation:
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2 months ago
Dear Michicirillo90,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Tomas
Casino.Guru
