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

I have requested a $1000 withdrawal from my account on November 7th. They withdrawal was halted and a KYC process was started. All requested documentation was confirmed received on the 8th of November, and the casino said it could take up to 10 days to finish the verification. It has now been more than double that amount of time and they are no longer responding to inquiries.

Dear kblancour,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you still haven't received any confirmation regarding successful verification?

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.

• 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

Correct, there has been no verification of KYC, although all requested documents were submitted and confirmed receipt on the 8th.

Thank you very much for your reply, kblancour. When did you receive the last message from the casino? 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.

November 19th. All relevant e-mail documentation has been sent you to Kristina - thanks!

kblancour, I noticed you mentioned in your messages that your account has been suspended. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please clarify when exactly you lost access to your casino account? Has the casino provided any explanation regarding this decision?
• Which games did you focus on - slots, live casino, sports betting, etc.?
• Have you accumulated your winnings with or without an active bonus?

Hello,

I used the wrong terminology there. I have access to my account, but I have no ability to withdraw pending KYC. I play only blackjack. All my winnings came from my funds (never used a bonus).

Thank you very much, kblancour, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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, kblancour!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation. In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player.

Thank you!