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