Ybets Casino - Player seeks refund after self-exclusion request.

I requested to be self excluded multiple times due to a gambling addiction. Ybets still had their VIP manager reach out to me to try and get me to gamble, aka wanting me to deposit more money. I’ve sent several emails to self exclude myself, due to a gamble addiction and as this was happening, I relapsed and deposited more money into this casino after requesting multiple self exclusions. 

I also tried to limit my gamble limit on their site to "0" on 12/3 and still nothing happened. 

All I am asking is to get my deposits back from 12/3 to 12/5. There has been No communication on my self exclusion or my request on deposits. 

This site doesn’t care about mental health or wanting people to get better. They just want to take all your money and not let you get better.

Dear monkey2024,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling Section and I found this:

Ways We Can Help You Stay Safe

Ybets is committed to promoting players to consider their own activity, whilst providing the tools they need to ensure they are in control, and playing with money they can afford.

Using safer gambling tools on your account

Ybets has a range of tools that can be applied to your account to set safe limits for you to play within. 

Self-Exclusion — Lock yourself out of your Ybets.net for a longer period of time if gambling is becoming a concern for you. You can opt for a 6 month, 1 year, 2 year and 5 year self exclusion. If you would like detailed information about how self exclusion works, please click here.

Do I understand correctly that you still have access to your casino account? Could you please forward me the self-exclusion requests that you sent to the casino? My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Yes, that is correct.

I requested I be put on self exclusion on 12/3. (Sent the email to you) and radio silence from them.

Then I went on and tried to do it on the site for a year and also tried to set my gaming limit to 0, both did not work.

Then I sent another email requesting to be self excluded permanently and never heard back, so I kept following up.

(as I am trying to stop and be self excluded I of course kept gambling)

Finally, I waited for forever in the chat and they said someone would reach out to be about getting my deposits back and self exclusion.

Again, it’s been radio silence since. I am requesting all my cashback funds and my deposits back from 12/3 (when I requested and from the final time I deposited. 

And I would also like my cashback deals that were supposed to be given to me last Thursday. Since I deposited a ton of money, it should be a good chunk of change!

Thank you for your reply, monkey2024. Could you please forward me these emails (not as a screenshot)?

Yes, I can

Done

In one of your previous messages, you mentioned that you also contacted the casino via chat. Did you save the conversation? If you did, could you please forward it to me?

No, I don’t believe I do. Are all the emails not sufficient enough?