The player from Italy faced a delay in receiving a withdrawal of 220 euros made on August 9. After a week of waiting and multiple inquiries via chat, the responses remained unhelpful. The casino initially reported that the withdrawal had been declined by the bank but later confirmed that the funds had been credited back to the player's account. Following this, the withdrawal request was successfully completed, resolving the player's issue. The player confirmed the resolution, and the complaint was marked as 'resolved' by the Complaints Team.
Ybets Casino - Player's withdrawal is delayed.
Amount: €220
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 220 euros on August 9, but the money still hasn't arrived. Every time I go to chat, they tell me to wait, but since it's already been a week, it seems a bit strange to me.
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3 months ago
Dear angelocasadibari1981,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
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3 months ago
Translation
If you go and read the terms and conditions of withdrawals in point 6.15, it is written that once the withdrawal request has been made, you have to wait 3 working days from the day after the request, for me it even took 5.
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3 months ago
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They just cancelled my withdrawal, but the money has not returned to my gaming account, scandalous, I feel scammed
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2 months ago
Dear angelocasadibari1981 and Casino Guru!
The withdrawal request in question was processed and paid out on our end; however, the transaction was unfortunately declined by the bank.
As soon as we receive the funds back from the bank, your account will be promptly credited with €220. You will then have the option to submit a new withdrawal request at your convenience.
We apologize for any inconvenience this may have caused and appreciate your understanding in this matter. Please rest assured that we are closely monitoring the situation to ensure a swift resolution.
Best regards,
Ybets Representative
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2 months ago
Translation
How long does it take to get the money back into my gaming account and when I get there what withdrawal method do you recommend to avoid all this waste of time?
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2 months ago
Please note that it may take several working days for the funds to be returned to the casino and credited to your casino account. Have you received the funds in your account yet?
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2 months ago
Dear Angelocasadibari1981 and Veronika,
We are pleased to inform you that we have received confirmation from the bank that Angelocasadibari1981'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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2 months ago
Dear Angelocasadibari1981 and Veronika!
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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2 months ago
Dear angelocasadibari1981,
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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2 months ago
It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.
The player can reopen this complaint anytime.
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2 months ago
We’ve reopened this complaint at the request of angelocasadibari1981. The player sent us the following email:
e' stato risolto il problema, grazie per la vostra collaborazione
Dear angelocasadibari1981,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika
Casino.Guru
