HomeComplaintsYbets Casino - Player's withdrawal is delayed.

Ybets Casino - Player's withdrawal is delayed.

Amount: €350

Ybets Casino
Submitted: 23 Sep 2024 | Resolved : 25 Sep 2024
Resolved Our verdict

Case closed

RESOLVED

Case summary

The player from Italy had made a withdrawal on September 20, 2024, but it remained unprocessed as of September 23. Customer support had been unhelpful, offering vague assurances without resolution. The issue was resolved after the player confirmed that their account verification was regular and the previous withdrawal had been processed. We marked the complaint as 'resolved' in our system, and the player expressed satisfaction with the outcome.

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Translation

I made my "first" withdrawal on 09/20/2024. It's now September 23rd and there's no sign of it being processed.

Customer support is mocking me, saying it will arrive as soon as possible, but nothing so far.

Please help me.

Automatic translation:
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Dear tonycard1998,

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 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, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Kristina

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Translation

Hi, I made a withdrawal request for €50 the same day, and it was processed immediately. Then I also made one for €350 and it hasn't left yet.

What does this mean? That I fear they do not want to pay me, because the account verification is regular, otherwise they would not have even paid me the withdrawal of € 50.

Automatic translation:
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Thank you for your reply, tonycard1998. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

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Translation

Full credit. I would close the case

Automatic translation:
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Dear tonycard1998,

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, 

Kristina

Casino.Guru 

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