Ybets Casino - Player’s withdrawal is delayed.

Hello. My withdrawal has been processing since 06.10.2024. They responded that they are experiencing a technical error and to please wait.

Dear Mihails,

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

The withdrawal has not arrived yet, 15 days have passed

Thank you for your reply. Please allow me to ask you a few questions to clarify your situation.

Have you made any successful withdrawals from this casino before?

Did you accumulate your winnings with or without a bonus?

Could you please confirm if you passed the full KYC verification?

No, I didn't withdraw. There was no bonus. I didn't pass the verification, so they didn't and don't demand it from me. My account has already been blocked at my request, but the withdrawal was requested before the account was closed.

Could you kindly specify when exactly you requested the closure of your account and when was your account actually closed?

What was the reason you decided to request account closure?

Has the casino specified what would happen to your pending withdrawal requests once your account is closed?

The account was closed not immediately after the withdrawal request, but 3 days after the withdrawal request. I wanted to take a break, so I asked to close it. No, the casino did not specify, but when I wanted to cancel the withdrawal, they refused because they said that the funds were being processed, this was before the account was closed.

Thank you for the clarification. Before we proceed with your case, please forward me all the communication between you and the casino customer support regarding your account closure and the payout of your winnings at veronika.l@casino.guru. Thank you for your patience and cooperation.

Hello. I don’t have any correspondence left, but every day they write to me, "Wait, the financial department is checking."

Thank you very much, Mihails, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Dear Mihails,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Ybets Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Ybets Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's withdrawal?

Thank you in advance for your response!

Best Regards,

Kubo

Dear Mihails and Сasino Guru,

Please be advised that the funds have been disbursed and the client should have received it.

Please accept our sincere apologies for the lengthy wait.

Respectfully,

Ybets Casino Representative

Dear Ybets Casino,

Thank you for your response and for providing this valuable update.

Dear Mihails,

Could you please confirm once you have received your funds?

Thank you in advance.

Dear Mihails,

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.

Dear Mihails,

Could you please confirm if you have received your withdrawal?

Thank you.

Hello Everyone,

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate this case further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Best Regards,

Kubo