Ybets Casino - Player's withdrawal is delayed due to KYC.

I was asked by this casino to provide KYC documents, which I submitted. It has been fourteen days since the submission. The KYC verification process is taking too long, and even when I contact support, they only tell me that it’s still under review, with no sign of progress. I have a balance in my account, but since the casino has not approved the KYC, I am unable to withdraw funds, which is causing issues. Could you please urge them to expedite the KYC approval process?

Dear EngineerYamada,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process, but two weeks should be enough.

• Could you please advise which documents you have already provided? 
• Have you provided all the required documents as soon as possible and in the correct format?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Dear Kristina,

The KYC documents I submitted are as follows:

・Passport

・Screenshot of the transaction from the cryptocurrency wallet

・A photo of me holding my passport in front of the Ybets website.

I have submitted all the required documents in the correct format.

Best regards,

Yamada.

Thank you very much for your reply, EngineerYamada. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Kristina,

I have sent screenshots of the correspondence between Ybets and myself to your email address. Please take a look.

Best regards,

Engineer Yamada

Thank you very much, EngineerYamada, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Hello EngineerYamada,

I am so sorry to hear your account has not yet been verified. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Ybets Casino representative to join this conversation and participate in resolving this complaint.

Dear Ybets Casino,

Could you state why the player's account has not yet been verified?

Thank you in advance for providing the information.

Dear EngineerYamada and Сasino Guru,

We have relayed all the information to our KYC Department.

Please be assured that your request is under review and will be addressed at the earliest opportunity.

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

Dear Ybets Casino,

Thank you for your response and the information provided.

Please keep us updated regarding the KYC process.

I'll be awaiting your reply.

Dear EngineerYamada and Сasino 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

Hello EngineerYamada,

Did you manage to provide the casino with the necessary documents?

I'll be awaiting your reply.

Hello Stefan.

No, I haven't been asked for any additional documents.

I have already submitted all the required documents initially. So far, I haven't been asked for anything additional.

Dear Ybets Casino,

Could you inform us which documents must be provided to verify the player's account?

I'll be awaiting your reply.

I was recently asked by Ybets to provide additional required documents, and I have completed the submission via email.

Hello EngineerYamada,

Thank you for your response and the information provided.

Dear Ybets Casino,

Could you let us know about the situation regarding the player's verification?

I'll be awaiting your reply.