The player from Germany had requested a withdrawal two weeks ago, but it had not been processed since July 12. Despite having completed the KYC process and submitted all necessary documents on July 17, the cashout was still not possible. The delay was due to the game session being sent to the game provider for verification. Once the verification was completed, the winnings were credited to the player's account. The complaint was marked as resolved by the Complaints Team.
Ybets Casino - Player's withdrawal has been delayed.
Amount: €400
Ybets Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
Public
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5 months ago
Hello,
withdrawals do not work since 12. July.
KYC was requested on 17. July, all necessary documents where delivered from my side but still no cashout possible.
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5 months ago
Hello players0815,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Ybets Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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5 months ago
Translation
KYC was launched on 17.06.2024
No documents have been approved yet.
After an inquiry on June 27, 2024, it was stated that KYC has not yet been completed.
Automatic translation:
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5 months ago
Translation
The payout was successful. Case can be closed.
Automatic translation:
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5 months ago
Dear Casino Guru and players0815!
The client's game session was sent to the game provider for verification, causing a delay.
Once we received the result, the winnings were immediately credited to player0815's account.
Thank you for your patience.
Respectfully,
Ybets Casino Representative
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5 months ago
Dear players0815,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
