Ybets Casino - El jugador aún no ha recibido las ganancias.

I won 6252.15 euros playing with my own money. The casino paid the first 3x800 euros, after which they asked for documents to verify the user account. It has been 11 days since this message. I replied to the message with documents 8 days ago. After this, despite inquiries, the casino has not responded to anything.

Could you speed things up so I can get the money out of the casino sometime?

Kind regards,

**** ********

Voitin omalla rahalla pelatessa 6252,15 euroa. Kasino maksoi ensimmäiset 3x800 euroa, jonka jälkeen pyysivät käyttäjätilin vahvistukseen dokumentteja. Tästä viestistä on 11 päivää aikaa. Vastasin viestiin dokumenteilla 8 päivää sitten. Tämän jälkeen kyselyistä huolimatta kasino ei ole vastannut mihinkään.

Voisitteko vauhdittaa asiaa, jotta saisin rahat joskus ulos kasinolta.

Ystävällisin terveisin,

**** ********

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear mikomikael,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear mikomikael,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello,

It wasn't about the withdrawal processing time. I submitted the requested documents to the casino 2 weeks ago, and there has been no reaction/answer. Withdrawals have been blocked by the casino until the kyc is complete. I would like to ask for help with this, so that the casino would respond to my messages and finally confirm my account.

Kindly,

**** ******

Hei,

Ei ollut nostojen käsittelyajasta nyt kyse. Toimitin pyydetyt dokumentit kasinolle 2 viikkoa sitten, eikä siihen ole reagoitu/vastattu mitenkään. Nostojen tekeminen on estetty kasinon toimesta siihen saakka, kunnes kyc on valmis. Pyytäisinkin apua tähän, että kasino reagoisi viesteihini ja vahvistaisi tilini vihdoin.

Ystävällisesti,

**** ******

Dear mikomikael, thank you for your reply. Could you please confirm whether you have submitted all the required documents for the verification process?

Additionally, could you please share your communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here. 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.

Hello,

I sent all requested documents at the time they were requested. Attached is our correspondence with the casino.

Hei,

lähetin kaikki pyydetyt dokumentit tuolloin kun niitä pyydettiin. Ohessa kirjeenvaihtomme kasinon kanssa

Dear mikomikael,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila G.

Dear mikomikael,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Ybets Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear Mikomikael and Guru,

We have contacted our KYC Department to obtain further details about the client’s verification process. The most recent document requested from the client was proof of address, and we are now clarifying its current review status. We will inform you as soon as we receive an update.

Thank you for your patience and understanding.

Respectfully,

Ybets Casino Representative.

Hello,

It's been several days since I sent it to you. It's very inappropriate that you didn't respond for 3 weeks before this.

-Miko

Hei,

tästäkin mennyt jo useampi päivä, kun sen lähetin teille. Hyvin asiatonta, ettette 3viikkoon ennen tätä vastanneet mitään.

-Miko

Dear Mikomikael and Guru,

We are glad to update that the player's documentation was processed towards the end of last week successfully and their verification is complete. The player was informed of this via email and has placed several withdrawal requests. The first one has been completed while the rest is being worked on by the team.

Respectfully,

Ybets Casino Representative.

Dear mikomikael,

please keep us informed when you receive your funds.

Dear mikomikael,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello,

I got most of it but a small part is still stuck!

Yt, Miko

Hei,

sain suurimman osan mutta vielä pieni osa jumittaa!

Yt, Miko

Dear mikomikael,

thank you for the update. What is the current pending balance?

Dear mikomikael,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Mikomikael and Guru,

We wish to update the case from our end to confirm that all withdrawal requests have been successfully processed. At the moment, no further requests are pending and no balance remains on player's account. We thank all parties for their patience.

Respectfully,

Ybets Casino Representative.

Dear Ybets Casino representative,

thank you for your reply.

Dear mikomikael,

can you confirm that you have received all the funds from the casino and there is no pending balance?

Based on the developments, it seems that the issue may already be resolved. However, since the complaint was submitted by the player, we believe it’s only right to mark it as resolved only after we receive their confirmation.

Without that confirmation, we’re closing the case as rejected for now.

If the player returns with an update or still needs assistance, they can reopen the complaint at any time — and we’ll be ready to help.