The player from Russia submitted a withdrawal request a month ago, but the funds remain untransferred. After providing various documents and an energy bill as requested, the player has not received any updates or responses from the casino's support team despite multiple follow-ups.
Ybets Casino - Player's withdrawal is delayed and communication is lacking.
Amount: $225
Ybets Casino
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Case opened
Current status
Waiting for Casino Guru to reply
6d 20h 28m 49s
Case summary
3 hours ago
Public
Public
13 hours ago
Translation
- On November 13, 2024, I made a request to withdraw my funds from account # User*********. But the money was not withdrawn. I was playing in a casino.
- I contacted support via Live-chat, after which I received a message via email c*********@gmail.com that I needed to send photos of the document and a selfie. The request came from the email 2082843531@tickets.helpdesk.com
- 11/16/2024 I sent it by mail kyc@ybets.net requested documents. On 11/21/2024 I received a response that my documents were accepted.
- After that, on 09.12.2024 and 16.12.2024, I wrote twice to the mail asking what the result of checking my documents was. I have not received an answer yet
- 10.12.2024 from mail kyc@ybets.net I received a request for an energy bill
- I provided a photo of my energy bill on 10.12.2024. After that, on 13.12.2024 and 16.12.2024, I wrote to the email kyc@ybets.net to find out the results, but there is no answer
- I also wrote to the mail on 12/20/2024 kyc@ybets.net , kyc@ybets.io , 2082843531@tickets.helpdesk.com but no one answers me
Edited by a Casino Guru admin
Automatic translation:
Public
Public
5 hours ago
Dear Iaroslav,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you made any successful withdrawals before?
Did you accumulate your winnings with or without an active bonus?
Have you requested a new withdrawal since the previous one was canceled?
Did you use a VPN?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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