Ybets Casino - El jugador cree que el reintegro se ha retrasado.

Hello, unfortunately I'm having problems with this casino. I signed up on Friday, October 13th, and after making around €500 in deposits, declining any type of bonus, I won just over €3,757. I requested my first withdrawal of the maximum allowed, the equivalent of $1,000. A few hours later, I received an email requesting my KYC documents. I promptly uploaded them a few minutes later, but since then, the casino hasn't responded to emails, hasn't confirmed receipt of the documents, not even through customer service chat, and I can't request any withdrawals because they're disabled due to identity verification. Can you help me? Since I continued playing for a couple of days after the documents were requested, I believe the casino is intentionally delaying the identity verification process so that I can replay and lose all my winnings.

Salve, purtroppo sto riscontrando problemi con questo casinó. Mi sono registrato venerdì 13 ottobre e dopo aver effettuato qualcosa come 500€ di depositi rifiutando ogni tipo di bonus ho vinto poco più di 3757€, ho richiesto il primo prelievo del massimo consentito ovvero l’equivalente di 1000$ e dopo pochissime ore ho ricevuto un email dove mi venivano richiesti i documenti per il kyc, li ho prontamente caricati pochi minuti dopo e da allora il casinó non risponde alle e-mail, non mi dà conferma della ricezione dei documenti neanche tramite chat con il servizio clienti e non posso richiedere nessun prelievo perchè sono disabilitati a causa della verifica dell’identità. Potete aiutarmi? Dal momento che dopo la richiesta dei documenti ho continuato a giocare per un paio di giorni credo che il casinò stia ritardando intenzionalmente la verifica dell’identità affinché io rigiochi e perda tutta la vincita

Dear Darz1991,

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

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 Darz1991 and Casino Guru,

The player is currently undergoing account verification, initiated with a request on October 10th. The player has submitted their documents yesterday, as such, they are currently in the queue and the KYC department will review them during their working hours, in the order of the submission of requests. At this moment, we kindly ask for player's patience while the procedure is being completed.

Respectfully,

Ybets Casino Representative.

Dear Darz1991 and Casino Guru,

At the moment, the KYC department has made a request for additional documentation, we kindly ask the player to check their inbox and provide the necessary files when able.

Respectfully,

Ybets Casino Representative.

Hi, I have already sent the document you requested.

salve, ho già inviato il documento che mi avete richiesto

Dear Darz1991 and Casino Guru,

The KYC department has reviewed the submitted documentation and completed player's verification process successfully. We thank the player for their cooperation during this time!

Respectfully,

Ybets Casino Representative.

Good morning, I just requested my first withdrawal of €800 as I can't request a higher amount.

buongiorno, ho appena richiesto il primo prelievo di importo 800€ visto che non riesco a richiedere un importo più alto

Hi, I just realized my withdrawal was declined and the balance has been returned to my account. I contacted support and they told me I need to undergo identity verification again. I've already sent you a photo of my Revolut card, a photo of my ID with the casino page as the background, and proof of address. I also requested a withdrawal using the same payment method I used to deposit, but now I can't request a withdrawal again.

salve, mi sono appena reso conto che il mio prelievo è stato rifiutato e che il saldo è ritornato nel mio account. ho contattato l'assistenza e mi hanno riferito che devo sottopormi di nuovo alla verifica dell'identità... vi ho già inviato foto della mia carta revolut, foto del documento di identità con la pagina del casinò come sfondo e prova di residenza e avevo anche richiesto il prelievo con lo stesso metodo di pagamento usato per depositare e adesso non mi è possibile di nuovo richiedere nessun prelievo

I wanted to point out that after 48 hours the withdrawals are still blocked, this is the message that appears when I visit the withdrawals page:

Withdrawal is not possible

Your previous withdrawal is currently being reviewed by our finance department. You can withdraw again once the review is complete.

actually there is no pending withdrawal because they cancelled it the same day I requested it

volevo far presente che a distanza di 48 ore i prelievi sono ancora bloccati, questo è il messaggio che compare quando visito la pagina dei prelievi:

Il prelievo non è possibile

Il vostro prelievo precedente è in fase di revisione da parte del nostro reparto finanziario. Potrete effettuare un prelievo nuovamente una volta completata la revisione

in realtà non c'è nessun prelievo in attesa perchè l'hanno cancellato lo stesso giorno in cui l'ho richiesto

Casino Guru, could you please intervene? It's clear the casino is just intentionally dragging out the process. In 2025, it's unacceptable that it takes two weeks to verify a player's identity, and then, immediately after verifying their identity, they block my withdrawals again under the pretext of a second verification. I've been playing casinos and slots for at least 15 years, and I've never seen such improper and unprofessional behavior.

casino guru potresti intervenire per favore? è evidente che il casinò sta soltando allungando i tempi intenzionalmente. nel 2025 è inamissibile che ci vogliono due settimane per verificare l'identità di un giocatore, e subito dopo aver verificato l'identità mi bloccano nuovamente i prelievi con la scusa di una seconda verifica.. saranno almeno quasi 15 anni che gioco ai casinò e alle slot e non ho mai visto un comportamento così scorretto e poco professionale

Dear Darz1991, I understand your frustration with the prolonged verification and withdrawal process. However, in order to proceed with this complaint, could you please confirm whether you have submitted all the requested documents?

Additionally, have you received any response from the casino as to how long the verification process should take, and when can you request your withdrawal?

Thank you in advance for your cooperation.

Hi, I received an email from the casino on October 21st informing me that my account verification process had been successfully completed. I submitted my driver's license and a selfie with my ID in hand with the casino page as the background, a photo of the Visa card I used for the deposit and the one I would also use for the withdrawal, and proof of residence. The same day I requested a withdrawal, it was canceled, and I haven't been able to request any withdrawals for days. The casino hasn't responded to the email I sent asking for clarification.

salve, ho ricevuto un email dal casinò il 21 ottobre che mi informava che la procedura di verifica del mio account era stata completata con successo. ho presentato la mia patente di guida e selfie con documento in mano e pagina del casinò come sfondo, foto della carta visa che ho utilizzato per il deposito e che avrei usato anche per il prelievo, prova di residenza. lo stesso giorno in cui ho richiesto il prelievo è stato cancellato e non sono in grado di poter richiedere nessun prelievo da giorni. il casinò non risponde all'email che ho inviato per chidere chiarimenti

Ybets Casino, I've been very helpful in accommodating your requests and have been far too patient and polite, but now I want to ask you: is this joke going to continue much longer? I've been playing casinos for 15 years, and there's no identity verification performed by the payment provider. This is something you invented to drag out the process by another week! I won't bet my winnings again, and the only thing you'll get by continuing to drag out the process is that I'll delete my accounts from all the casinos in your group and I'll never play there again! But then I deposited almost €500 in less than half an hour from registering. Why don't you understand that with this behavior, players who deposit a lot of money run away and never deposit again after a terrible experience like mine? I'm speechless.

Ybets Casino sono stato molto disponibile nell'assecondare le vostre richieste e sono stato fin troppo paziente ed educato ma adesso voglio chiederle, dovrà durare ancora molto questa barzelletta? gioco da 15 anni ai casinò e non esiste nessuna verifica dell'identità effettuata dal provider di pagamento, è qualcosa che avete inventato voi per allungare di un altra settimana i tempi! non rigiocherò la mia vincita e l'unica cosa che otterrai continuando ad allungare i tempi è che cancellarò i miei account da tutti i casinò del vostro gruppo e non ci giocherò mai più! ma poi ti ho depositato quasi 500€ in nemmeno mezz'ora dalla registrazione, perchè non capisci che con questo comportamento i giocatori che depositano molti soldi scappano e non depositano più dopo una pessima esperienza simile alla mia?! non ho parole.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@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.

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.

Hello Darz1991,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on.

Dear casino representative,

could you please re-check the case and explain the matter to us? According to the player, their verification was confirmed on October 21st, but their withdrawal was canceled and the option to request a new one remains blocked. Why was a second verification initiated immediately after the initial verification was deemed to be sufficient? Are there any additional requests? Is there a particular timeframe in which the player’s withdrawal will be processed?

Thank you in advance for providing us with your view of the issue.

I tried contacting casino support but it's all useless, they keep repeating that they don't know anything and that I have to contact the KYC department which obviously I contacted and they don't answer, the casino representative pretends not to read this conversation but when he hadn't yet been called to answer he was very quick to express his opinion here on casino guru..

Dear Casino Guru, I would like to report this casino's problem and unfair behavior to the gaming authority where they obtained the license. Could you please explain the procedure to me? Thank you in advance.

ho provato a contattare l'assistenza del casinò ma è tutto inutile, continuano a ripetere che non sanno niente e che devo contattare il reparto kyc che ovviamente ho contattato e non risponde, il rappresenate del casinò finge di non leggere questa conversazione ma quando non era ancora stato chiamato per rispondere è stato velocissimo a dire la sua qui su casino guru..

gentile casinò guru voglio segnalare il problema ed il comportamente scorretto di questo casinò all'autorità di gioco dove hanno ottenuto in concessione la licenza, potresti gentilmente illustrarmi la procedura? grazie in anticipo

Dear Darz1991,

thank you for your reply. While I understand your frustration, I believe the best course of action is to wait for the casino's response. Raising this case to the regulator would be premature at this point.

Dear Darz1991 and Martin,

We've sent a request to the relevant department regarding your complaint. We'll get back to you as soon as we receive a response.

Thank you for your patience and understanding.

Respectfully,

Ybets Casino Representative

Dear casino representative,

thank you for your response, we are awaiting the update.

Good morning, I performed the usual routine check and saw that ybets has unlocked the withdrawal section of my account, so I proceeded to request a withdrawal of €800, which appears to be the maximum allowed per day.

However, when I checked my email, I noticed that the KYC department had asked me for an additional document, only to receive another email 5 minutes later telling me that no further documents were needed at the moment.

I also wanted to clarify that I had to block the Visa 8991 card due to a fraud dispute because about 10 days ago my card was charged for over €500 without authorization and a chargeback procedure with Visa is underway so I had to request the withdrawal by bank transfer not knowing if I would be able to receive the withdrawal on the blocked card.

I sent the KYC department the bank statement they requested and also the proof of ownership of the bank account where I requested the withdrawal to avoid further withdrawal blocks and consequent further waste of time.

buongiorno, ho effettuato il solito controllo di routine ed ho visto che ybets ha sbloccato la sezione prelievi del mio account per cui ho proceduto a richiedere 800€ di prelievo che pare sia il massimo consentitomi al giorno.

tuttavia nel controllare la posta ho notato che mi era stato richiesto dal dipartimento kyc un documento aggiuntivo per poi ricevere dopo 5 minuti un altra email dove mi viene detto che non sono necessari ulteriori documenti al momento.

volevo anche precisare che ho dovuto procedere al blocco della carta visa 8991 a causa di una disputa per frode perchè 10 giorni fà circa la mia carta è stata addebitata per oltre 500€ senza autorizzazione ed è in corso una procedura di chargeback con visa per cui ho dovuto richiedere il prelievo con bonifico bancario non sapendo se sarei stato in grado di ricevere il prelievo sulla carta bloccata.

ho inviato al dipartimento kyc comunque l’estratto conto che mi avevano richiesto e anche l’attestazione di titolarità del conto bancario dove ho richiesto il prelievo per evitare altri blocchi nei prelievi con conseguente ulteriore perdita di tempo.

Hi, I requested my second withdrawal of €800 about 12 hours ago but I wanted to point out that neither of the two withdrawals have been paid by the casino yet.

salve, ho richiesto il secondo prelievo da 800€ circa 12 ore fà ma volevo precisare che ancora nessuno dei due prelievi è stato pagato dal casinò

Hi, I requested my third withdrawal, but the casino hasn't paid any of the withdrawals yet.

salve, ho richiesto il terzo prelievo, il casinò ancora non ha pagato nessuno dei prelievi..

I can't request further withdrawals due to the limit of 3 pending withdrawal requests. The customer support chat says that withdrawals are paid out within 24 hours, or at most 72 hours when there are many requests, but 72 hours have passed, so what they're saying isn't true. It's been almost a month since I made my winnings and requested a withdrawal for the first time. Casino Guru, why are you giving the casino so much time? This casino seems to have more favorable treatment than others, and I want to point out that I didn't use bonus funds; I deposited money I earned through hard work. Therefore, since I deposited and won legitimately, I demand that the casino stop this charade and process withdrawals! I still don't understand why this casino has such a high score, in fact I know it's because they take advantage of players who are unable to control their urge to gamble and after months of waiting they give in and gamble everything so the complaints are closed and their score is never reduced but this practice seems squalid and totally illegal to me.

non mi è possibile richiedere ulteriori prelievi a causa del limite di 3 richieste di prelievo in sospeso, la chat con l'assistenza clienti afferma che i prelievi vengono pagati in 24 ore o al massimo in 72 ore quando ci sono molte richieste ma 72 ore sono trascorse quindi ciò che affermano non corrisponde alla verità. è già trascorso quasi un mese da quando ho effettuato la vincita e richiesto per la prima volta un prelievo, casino guru perchè concedete tutto questo tempo al casinò? Questo casinó sembra che abbia un trattamento più favorevole rispetto ad altri ed io voglio ricordare che non ho utilizzato fondi bonus ho depositato i soldi che ho guadagnato lavorando duramente e dunque avendo depositato e vinto in modo legittimo pretendo che il casinò la smetta con questa farsa è che elabori i prelievi! Ancora non capisco perché questo casino abbia un punteggio così alto, anzi lo so è perché approfittano dei giocatori che non sono in grado di tenere a freno la loro voglia di giocare e dopo mesi di attesa cedono e giocano tutto così i reclami vengono chiusi ed il loro punteggio non viene mai ridotto ma questa pratica mi sembra squallida e totalmente illegale

35 minutes ago I was paid the first withdrawal and already received the money

35 minuti fà mi è stato pagato il primo prelievo ed già ricevuto i soldi

Dear Darz1991,

We are currently experiencing delays in processing payments using the method you used to create your requests. To speed up processing, we recommend creating requests for withdrawal to a card.

Thank you for your patience and understanding.

Respectfully,

Ybets Casino Representative.

There's no problem with bank transfers; it's just an excuse. You're the only casino that requires the entire card number and expiration date for withdrawals to the same deposit method, and this information was visible without any censorship in my account history until I reported that my card had been charged multiple times by unknown parties. I don't want to accuse anyone, but I don't feel safe entering my new card information on your site. However, if you're okay with it, I'll also accept cryptocurrencies as payment.

Non c’è nessun problema con i bonifici bancari è solo una scusa. Siete l’unico casinó che richiede per intero il numero della carta e la data di scadenza per il prelievo sullo stesso metodo di deposito e questi dati erano visibili senza nessun tipo di censura nella cronologia dell’account fin quando non ho detto che la mia carta è stata addebitata molteplici volte da sconosciuti, ora non voglio accusare nessuno ma non mi sento sicuro ad inserire i dati della mia nuova carta sul vostro sito, tuttavia se lei è d'accordo accetto come pagamento anche criptovalute

I'm attaching a screenshot of the bank's email regarding the card block, which I translated into English using Google Translate and for which I've already received a refund from Visa.

Le allego lo screenshot dell’e-mail della banca relativa al blocco della carta che ho tradotto in inglese con Google translate e per cui ho già ricevuto il rimborso da visa.

Dear casino guru and representative of ybets casino,

I have no problem with this and previous posts being kept private. I wanted to point out that until a few days ago, my card number and expiration date were clearly visible in the casino's deposit/withdrawal history, in the red box.

After informing the KYC department that my card was blocked due to fraud and after reporting it here on Casino Guru, the data was blacked out (the box I marked in red in the photo).

I seriously suspect that even the casino's live chat operators had access to that data, so I don't feel safe entering my new card details to request a withdrawal. Therefore, I'm asking the casino to process pending withdrawals via bank transfer or cryptocurrency. I'd also like to urge the casino to be more careful about how sensitive data is stored. I've used my Revolut card exclusively for deposits and withdrawals from casinos because, unlike Italian cards, they have no monthly usage limit, and I'm fairly certain I've carefully guarded my card details over the years.

gentile casino guru e rappresentate del casinò ybets,

per me non c'è nessun problema se questo ed i precedenti post rimangono privati. Volevo far presente che fino a pochi giorni fà il numero della mia carta e la data di scadenza erano visibili in chiaro nella cronologia dei depositi/prelievi del casinò, nel riquadro rosso

dopo aver informato il dipartimento kyc del blocco della mia carta per frode e dopo averlo fatto presente anche qui su casino guru i dati sono stati oscurati (il riquadro che ho marchiato di rosso nella foto)

ho il serio dubbio che anche i semplici operatori della chat dal vivo del casinò abbiano avuto accesso a quei dati per cui non mi sento al sicuro nell'inserire i dati della mia nuova carta per la richiesta di prelievo e pertanto chiedo al casinò che i prelievi in corso vengano pagati con bonifico bancario o con criptovaluta e vorrei anche invitare il casinò a prestare più attenzione al modo in cui vengono archiviati i dati sensibili. ho utilizzato la carta revolut esclusivamente per il deposito e prelievo dai casinò perchè a differenza delle carte italiane non hanno nessun limite di utilizzo mensile e sono abbastanza sicuro di aver custodito diligentemente i dati della carta nel corso degli anni di utilizzo

Dear casino representative,

Thank you for the update. Could you please shed more light on the following questions?

Are all verification procedures sufficiently finished now? What is the expected timeframe for processing the remaining withdrawals? I understand you and the player are both open to alternative payment methods, but we would like to avoid any further delays that might be connected with subsequent verification procedures. Namely, which verification procedures would be required from the player, in order to withdraw his winnings via cryptocurrency?

Dear Ybets representative, please approve the three pending withdrawals and let's get this complaint over with. I'm starting to get bored. Any excuse is a good one to stall and not pay. It's already been a month! Right now, you're simply demonstrating your inability to even comply with your own terms and conditions. You claim withdrawals are paid within 72 hours, but much longer has passed since my request.

Gentile rappresentante di Ybets, mi faccia approvare i 3 prelievi in attesa e facciamola finita con questo reclamo, sto cominciando ad annoiarmi, ogni scusa è buona per prendere tempo e non pagare, è già trascorso un mese! Ora come ora state solo dimostrando che non siete in grado di rispettare nemmeno i vostri termini e condizioni perchè dichiarate che i prelievi vengono pagati entro 72 ore ma è passato molto più tempo dalla mia richiesta.

I received one of the 3 withdrawals I had requested at 00:31

ho ricevuto alle 00:31 uno dei 3 prelievi che avevo richiesto

Hi, I received another withdrawal, there are still €800 left.

salve, ho ricevuto un altro prelievo, rimangono ancora 800€

Hello Darz1991,

I am happy to hear things are moving in the right direction. I will leave this complaint open for now, please keep us updated on the remaining withdrawals.

Hi, I just received my last withdrawal from Ybets, I wanted to thank casino guru for the help because without your intervention it would probably have taken 6 months before I could withdraw anything

Salve, ho appena ricevuto l’ultimo prelievo da Ybets, volevo ringraziare casino guru per l’aiuto perché probabilmente senza il vostro intervento ci sarebbero voluti 6 mesi prima di poter prelevare qualcosa

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Darz1991,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martin