The player from Brazil had requested withdrawals three weeks prior, but they remained unpaid despite multiple attempts to contact support. He had not been asked for any verification documents and continued to receive generic responses about 'technical issues.' The issue was resolved after the casino confirmed that the funds had been disbursed, and the player later confirmed receipt of the outstanding funds. The complaint was marked as 'resolved' in the system, and the player expressed satisfaction with the support received.
Ybets Casino - Player's withdrawals have been delayed.
Amount: 10,471 R$
Ybets Casino
Safety Index:HighSafety Index
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8.7
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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3 months ago
Translation
Good afternoon!
I won a certain amount playing at the casino.
I requested two withdrawals on 08/27 and 08/28, but they were not successful and were not paid. I am attaching proof of the requested withdrawals which I have not received to date. Up to now, no verification documents have been requested either. I have contacted support several times and the response is always the same, "Technical issues".
This transaction dated 09/13 appeared, but I did not receive any amount in my account from it.
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3 months ago
Dear GPantony,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Have you made any successful withdrawals before?
Have you selected the same payment method for your withdrawals as you used for deposits?
Has the casino specified what technical issues they are facing? Are they related to the payment provider you chose? What were their suggestions to help you get your withdrawal requests processed?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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3 months ago
Translation
Good afternoon, Veronika.
What's up?
No withdrawals have been made so far. They only allow one withdrawal method, which is via Skrill wallet, and that's the only option they've given, even though it's different from the deposit method (Pix). Furthermore, they haven't specified what the problem is and haven't given any other suggestions.
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3 months ago
Thank you for your reply. Before we proceed with the investigation, please forward me all the communication between you and the casino customer support that could be relevant to the investigation of your case at veronika.l@casino.guru.
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3 months ago
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Good afternoon, Veronika.
I hope so!
Please find attached the entire history of my email exchanges. So far, my withdrawal has been unsuccessful.
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2 months ago
Thank you for your response and email. Based on the screenshots you sent from September 11, it appears that the casino experienced some technical issues with processing payments in BRL currency. However, it seems that this has been resolved. Can you confirm whether you have received any of your winnings yet? Also, please let us know how many pending withdrawal requests are currently in your account.
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2 months ago
Translation
Good afternoon, Veronika.
What's up?
Yesterday, they sent me an email informing me that my request had been forwarded to the finance department. Today I have two pending withdrawal requests. However, neither of them has been finalized yet, so far I haven't received any money.
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2 months ago
Thank you for the update. Could you please send me a screenshot of your transaction history showing your current withdrawal requests?
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2 months ago
Translation
Good morning, Veronika.
Below is an image of the pending transactions on the site
Remember that it's only from August 27 and 28, 2024, the others were added by them, where I don't know the reason.
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2 months ago
Thank you very much, GPantony, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 months ago
Translation
Good morning!
Okay, I look forward to it.
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2 months ago
Dear GPantony,
My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.
Now, I would like to invite Ybets Casino representative to join this conversation.
Dear Ybets Casino, could you please provide more information about this case?
Looking forward to your reply.
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2 months ago
Dear GPantony and Сasino Guru,
We have relayed all the information to our Financial 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
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2 months ago
Dear Ybets Casino,
thank you or your response. We will now wait for the report from the Financial Department.
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2 months ago
Translation
Good afternoon!
I'm still waiting because I haven't been able to complete my withdrawal.
So far I have followed all the instructions given to me by Ybets.
Attn,
Gabriel Paiva
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2 months ago
Dear GPantony and Сasino Guru,
We attempted to contact the player via email regarding his withdrawal.
We kindly request that the player check his email and respond to our message.
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
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2 months ago
Translation
Good afternoon.
My Skrill account has been verified since October 2nd.
There is no more verification available for you to perform, the account is already fully VERIFIED.
I contacted Skrill's agents, where they informed me that there is no more verification to be carried out.
Because it has already been verified and validated with my documents and values on October 2, 2024.
If you are unable to carry out my transfer, I would ask you to propose another payment method, as I have been trying to request my withdrawal for over two months.
I have made further progress on my account level, could you please try again?
I look forward to hearing from you.
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2 months ago
Dear GPantony and Сasino Guru,
Please be advised that the funds have been disbursed and the client should have received it.
Please accept our sincere apologies for the lengthy wait.
Respectfully,
Ybets Casino Representative
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1 month ago
Thank you for your response, Ybets Casino.
GPantony, could you kindly confirm whether you have received the payment?
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1 month ago
Translation
Good morning, ladies and gentlemen.
What's up?
I would like to confirm that I have received the outstanding funds, which have been paid in full.
Thank you in advance for your support in resolving the case.
I consider this case closed.
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1 month ago
Dear GPantony,
We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.
As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Katarina
Casino.Guru
