Ybets Casino - Player's withdrawal is delayed and under verification.

Hello,

I have won a big sum of money on this casino by playing high stakes and I think I am being delayed with the verification and the withdrawals. I made the first withdrawals on Sep 16 and after 3 days they were canceled, receiving an e-mail for KYC verification. I submitted all the documents and afterward, they told me to wait a maximum of 10 business days for my game session to be sent for the provider check. This term passed last week and since then I have been told to wait repeatedly with no clear time estimation. 20 days is a reasonable time for the verification in my opinion and I'm likely held up so long in order to play the winnings, which I will not. Can you please assist me until I receive the money?

Dear adrianmuresan95,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Ybets Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• What games did you play to accumulate your current balance in the casino? (which slots, live games, betting on sports) 

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,

Tomas

Hi Tomas,

Thanks for following up on this.

Have you made any successful withdrawals from the casino in the past? No

Could you please confirm that you have passed the KYC verification? Not yet. I have provided all documents but I am delayed for 21 days due to the the provider check.

Have you accumulated your winnings with the help of a bonus? No

What games did you play to accumulate your current balance in the casino? (which slots, live games, betting on sports) Slots

Thank you very much, adrianmuresan95, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi adrianmuresan95,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino and we'll see what can be done if they reply.

Dear Ybets Casino, I'd like to invite you to join this conversation and participate in resolving the player's complaint. Could you please share more information regarding the case? Would you please specify the current status of the player's verification procedure and when they can expect it to be finished?

I'm looking forward to hearing from you. If you have any supporting evidence, feel free to send it to my email natalia.b@casino.guru

Kind regards,

Natalia

Dear Natalia,

First of all, thank you for assisting me with this complaint.

I received a payment of 1000 USD today, so things should be okay for now. Would you recommend leaving this complaint open for a little bit longer, just in case, or closing it and reopening it in case of future issues? I count on your experience.

Respectfully,

Adrian

Dear adrianmuresan95, thank you for the updates. Is your account marked as verified already?

I suggest we keep the complaint open for a while until we are sure that you regularly receive the payments. We haven't heard any comments from the casino yet, probably, they could have shared more information about the payment schedule.

Dear agrianmuresan95 and Сasino Guru,

We have begun the process of withdrawing funds from the player in accordance with his limits.

Our finance department extend our sincerest apologies for the delay.

Respectfully,

Ybets Casino Representative

Dear Ybets and Natalia,

Currently, I have 3 pending withdrawals that have not been processed yet on the casino end. 2 of them were done more than 72 hours ago, 1 from today and I will do another 1 tomorrow before reaching the weekly limit. I will write here confirmation once the funds get to my account. As I saw, once the withdrawals are processed by the casino, it does not take long to be transferred.

Many thanks again for the help.

Kind regards,

Adrian

Dear adrianmuresan95, please, let us know if you have received the withdrawal from Ybets? Do you still have any pending withdrawals?

Dear Natalia,

I'm getting a run for the money here. Another withdrawal for 800 went in last week. I should have 4 more pending for 1000 each; however, they say 2 of them were canceled due to an issue with the payment provider. The thing is, the 2000 was not credited back to my balance and I could not make new withdrawals for them due to limits. I still have 2 more pending withdrawals not processed for more than a week by the casino and I'm afraid they will be canceled as well. My bank and card should be fine as I have already received money 2 times.

Kind regards,

Adrian

Dear adrianmuresan95, do you have any updates regarding your withdrawals? If there has been no progress, I'll contact the casino again.

Dear adrianmuresan95,

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 Natalia,

So far, I have received 5800 USD, but nothing since November 3. Currently, I have 5 pending withdrawals, 2 of which have been pending for more than 14 days. I don't know what happened, as it was going fine until then.

Kind regards,

Adrian

Thank you for keeping us informed, adrianmuresan95.

Dear Ybets Casino, please verify that the player's withdrawal requests are processed promptly without significant delays. Thank you.

Dear adrianmuresan95 and Casino Guru,

The client is still undergoing verification. We are awaiting the client's submission of the requested documentation.

We will ensure that they process your request as soon as possible.

We sincerely apologize for any inconvenience this delay may have caused and express our gratitude for your understanding and patience throughout this period.

Respectfully,

Ybets Casino Representative

Thank you for the clarification, Ybets Casino. I'm uncertain why the incomplete verification was not mentioned a month ago when you first responded to the complaint.

Dear adrianmuresan95, could you please specify which documents were requested from you to continue the verification process? Have you already submitted these documents to the casino?

Dear Natalia,

In September I submitted a photo of my passport, a selfie with me, my passport, and Ybets site on the background as well as a screenshot of a transaction from the bank app. 1 week ago they asked for a photo of my card, and a few days ago for a document with my name and address. I initially sent a bank statement but they asked for a paper document. I sent that as well 2 days ago, a letter from that bank with all those details. I complied with everything they asked.

Kind regards,

Adrian

Dear Natalia,

I was asked for documents proving the source of funds now ( sent 3 bank statements showing when I get my salary), 1 week after the utility bill, 2 weeks after the photo of the card, and 4 weeks since I am not able to withdraw. Added to this is 1 month of verification from September, for the initial documents and game supplier check. If this is not excessive and abusive, I don't know what it is...

Adrian

Thank you for the updates, adrianmuresan95. Your cooperation is greatly appreciated. Casinos may request additional documents during the verification process, and it is standard practice to ask for proof of funds and proof of address. However, I would like to point out that it is common for all necessary documents to be requested at the beginning of the verification. In this case, the casino has asked for new documents after a month of processing, which could be perceived as delaying the verification process. Nonetheless, according to the terms and conditions, Ybets reserves the right to conduct additional KYC verification procedures for any withdrawal.

Dear Ybets Casino, please let us know the results of the document review and whether the provided documentation meets your requirements.

Dear adrianmuresan95 and Сasino Guru,

We are pleased to inform you that the client has been successfully verified. 

We would like to extend our congratulations to him and consider the dispute closed. 

We appreciate your transparency throughout the process.

Respectfully,

Ybets Casino Representative

Thank you for the updates, Ybets Casino.

Dear adrianmuresan95, please let us know if after the complete verification your withdrawal requests will be processed without any delays.

Dear Natalia and Ybets,

Many thanks for the assistance with the dispute and for finally finding a resolution with the verification. Currently, I have 2 withdrawals of 1000 USD. I will update here when they are processed.

Adrian