The player from Germany has been waiting over 30 days for a withdrawal of €900, encountering various reasons such as payment system issues and further verification requirements. Despite providing debit card details, his requests to transfer the money have been rejected, and he has received no responses to his emails.
Ybets Casino - Player's withdrawal has been delayed for over 30 days.
Amount: €5,600
Ybets Casino
Safety Index:HighSafety Index
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Case opened
Current status
Waiting for casino to reply
5d 9h 15m 11s
Case summary
yesterday
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3 weeks ago
Translation
I have been waiting for over 30 days for my withdrawal. First, I was told that the payment system was not working, then that I needed to undergo further verification. I received a payout of €900 30 days ago, but since then, I have only received various reasons why my money cannot be withdrawn. Of course, I can still make deposits. My suggestion to transfer the money to my bank account (debit card details provided) was also rejected. I already know the response to my review here—it is preformatted and I have received it several times. No one responds to my emails. The cancellation of my withdrawals was not made by me; the casino did that on its own.
Automatic translation:
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3 weeks ago
Dear sebastian12,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.
When was the last time you submitted additional identity documents to the casino for verification? Was it before or after your withdrawal of €900 was paid out? Could you please specify which documents you sent to the casino for additional verification?
Do I understand correctly that your withdrawal requests were canceled due to a technical error with the payment provider? Did you choose the same payment method for withdrawals as you did for deposits?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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3 weeks ago
Translation
So I won €5,600, without bonuses. I deposited €200 from my Visa card. After requesting my withdrawal, the verification process was initiated. This took 17 days, even though I provided all the documents the next day. After this time, I was paid €900 (via Visa). My next withdrawals were canceled by the casino without informing me. After asking several times (no one ever responded to emails), I received information from the chat that the payment system was not working and that I should be patient. This was exactly the text that the casino wrote in response to my review here. In the meantime, someone from the chat wrote to me that my data needed to be checked more thoroughly. The next time, it was the payment system that wasn't working again. I won on July 17, 2024, and to date I have only received €900. So I am still missing €4,700.
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2 weeks ago
Dear sebastian12 and Veronika!
I've passed the request to our finance team to clarify the issue and we will get back to you with an update as soonest.
Please rest assured that we are working diligently to address your concerns, and we will get back to you with a detailed update at the earliest possible time. Your patience and understanding during this process are greatly appreciated.
Best regards,
Ybets Representative
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2 weeks ago
Translation
Nothing has happened so far, except that four of my withdrawals were cancelled by the casino. My entire account balance is now incorrect!!!
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2 weeks ago
Thank you very much, sebastian12, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 week ago
Translation
Do I have a way to contact the licenser? There must be some way to hold the casino accountable. What legal options do I have?
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1 week ago
Dear sebastian12!
We have made several attempts to contact you via the email address you registered with our casino; however, it appears there was an issue with the delivery.
We kindly request that you reach out to us using an alternative email address so that we can discuss a potential resolution to your issue.
Best regards,
Ybets Representative
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1 week ago
Translation
What nonsense! This is just another tactic to keep me waiting. Why am I getting these advertising emails? I've attached one.
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1 week ago
Translation
I continue to contact the chat. Now they say again that my bank won't accept the payment. I just don't get an answer as to why the money isn't being paid out. It's obviously a scam.
What do they want to discuss with me? What kind of solution to the problem? They just have to transfer the rest of the money.
Edited
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1 week ago
Dear sebastian12!
Please reach out to us via chat or email at your earliest convenience, as our emails unfortunately seem to be failing to arrive. Alternatively, please provide us with another email address to contact you.
Best regards,
Ybets Representative
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1 week ago
Hello Sebastian12,
My name is Michal, and I've taken over your complaint. I'll be handling it from now on and coordinating with the casino team on your behalf. I agree that the situation seems a bit unusual. While unexpected payment issues can arise, especially with international casinos like Ybet, there are often various factors at play, such as the Licensing Authority, geolocation, agreements with payment providers, and bank restrictions. It's important to note that just because a payment method is available for deposits doesn't necessarily mean it will be available for withdrawals. Additionally, payment options can be discontinued without notice, which sometimes limits what casinos can offer their customers.
I'll be reaching out to the casino to explore how we can ensure you receive your winnings. In the meantime, I recommend contacting the casino's live chat support for the most up-to-date information.
Dear Ybets Casino,
Could you please advise on the best course of action to facilitate the disbursal of the player's winnings? If your emails are not reaching the player, feel free to send them directly to me at michal.k@casino.guru, and I will ensure they are forwarded to the player.
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1 week ago
Dear Sebastian12 and Michal,
We wanted to let you know that we have already reached out to Sebastian12 and are addressing the issue.
The main concern is that most of Sebastian12's withdrawal requests were declined by the bank. We've provided him with an alternative withdrawal option.
We're confident that Sebastian12 will receive his winnings shortly.
Best regards,
Ybets Representative
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1 week ago
Dear Ybets team,
Thank you for your response.
Dear Sebastian12,
As I have informed you via email as well, I suggest opting for the cryptocurrency method to facilitate the disbursal of your winnings, as it typically ensures rapid processing. This option is generally swift and is unlikely to result in any unforeseen complications or delays. Kindly inform me if you require any support regarding this matter or when the funds have been received.
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yesterday
Dear sebastian12,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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yesterday
Translation
Hello,
I have received around €2000 in crypto so far. I hope the rest works too. Around €2000 has been waiting in the queue for 3 days now.
Automatic translation:
Ybets Casino has 5d 9h 15m 11s to reply
Michal is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
