Ybets Casino - El pago del jugador se retrasa sin respuesta.

I waited for my payout and verification on August 8th.

Unfortunately, the same excuse always comes up via live chat.

Nothing happens, the attempt to contact via email unfortunately does not help either, the answer I received was:

Thank you for contacting us. Unfortunately, for some reason, we are unable to review the content of your email. An error may have occurred. We ask you to resend the email and provide the context of your question so we can understand the situation and provide you with the appropriate assistance. For a faster response, you can contact our chat support.

I then sent all the necessary problems and screenshots, but no response so far.

Ich habe am 08.08 auf meine Auszahlung und Verifizierung.

Leider kommt per Live Chat ständig die selbe Ausrede.

Es passiert nichts , der versuch per Email Kontakrt herzustellen hilft leider auch nicht, als Antwort bekam ich:

Vielen Dank, dass Sie uns kontaktiert haben. Leider können wir den Inhalt Ihres Schreibens aus irgendeinem Grund nicht überprüfen. Möglicherweise ist ein Fehler aufgetreten. Wir bitten Sie, das Schreiben noch einmal zu senden und den Kontext Ihrer Frage anzugeben, damit wir die Situation verstehen und Ihnen die richtige Hilfestellung bieten können. Für eine schnellere Antwort können Sie sich an unseren Chat-Support wenden.

daraufhin habe ich alle nötigen Probleme , sowie Screenshot gesendet , keine Reaktion bisher.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so that I can understand the whole situation.

Have you made any successful withdrawals before?

Could you please specify which documents you sent to the casino for verification? Have any of your documents been checked and approved yet?

Did you accumulate your winnings with or without a bonus?

What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello,

Have you ever made successful withdrawals?

- NO, this is the first time at YBETS.

Could you please state which documents you sent to the casino for verification? Have your documents already been reviewed and approved?

• A selfie with the Ybets website in the background (very unusual), as well as proof of address and deposit. Except for the selfie, everything was standard.

Have you accumulated your winnings with or without a bonus?

• Yes, I did that, and I did it correctly!

What types of games did you play? Were they slots, live casino games, or did you bet on sports?

• Normal casino games, Hacksaw, Pragmatic etc.

I am not yet fully verified, but while the site was down I received an email asking me to resend the data because they couldn't find anything.

Here is a screenshot of the email.

hallo,

Haben Sie schon einmal erfolgreiche Abhebungen vorgenommen?

- NEIN , das ist das erste mal bei YBETS.

Könnten Sie bitte angeben, welche Dokumente Sie zur Überprüfung an das Casino gesendet haben? Wurden Ihre Dokumente bereits geprüft und genehmigt?

• ein Selfie mit der Seite von Ybets im Hintergrund (war sehr ungewöhnlich) sowie Adress und Einzahlungs Nachweise. Bis auf das Selfie , Standart.

Haben Sie Ihre Gewinne mit oder ohne Bonus angesammelt?

• Ja das habe ich , allerdeings auch korrekt umgesetzt!

Welche Arten von Spielen haben Sie gespielt? Waren es Spielautomaten, Live-Casinospiele oder haben Sie auf Sport gewettet?

• Normale Casino Games , Hacksaw ,Pragmatic etc.

Ich bin noch nicht Vollkommen Verifiziert, ich hatte jedoch in der Zeit als die Seite down war , eine Email bekommen mit der Bitte die Daten erneut zu senden da sie absolut nichts zuordnen konnten.

Hier ein Screenshot der Email.

Have you resent your personal information for verification as requested by the casino? If so, have you received any response from Ybets yet?

Please forward me the communication between you and the casino regarding the verification of your account at veronika.f@casino.guru. Thank you for your cooperation.

Hello Veronica,

Yes, Ybet requested all the data again, which I sent again. However, I haven't received a response from Ybet since.

I have now sent the complete history to your email: veronika.f@casino.guru

Of course, I also hope for a reaction from the casino.

Kind regards

Hallo Veronika,

Ja , Ybets hat noch einmal alle Daten angefordert , die ich auch nochmals gesendet habe. Jedoch kam seither keine Antwort mehr seitens Ybet.

Ich habe jetzt den kompletten Verlauf an ihre Email gesendet : veronika.f@casino.guru 

Natürlich hoffe ich auch eine Reaktion des Casino.

Lieben Gruß

Ybets just contacted me via email. I forwarded the email to you ( veronika.f@casino.guru ) Forwarded. Here's YBet's response again:

Dear Player,

Your documents were received and sent for the review.

We appreciate your patience and understanding during this time.

In case of any updates, you will be immediately informed via email, thank you for waiting in advance.

kind regards

Edit: I don't know if the email reached you, though. I get a fail message from Web.de.

Ybets hat sich eben per Email bei mir gemeldet. Ich habe die Email an Sie (veronika.f@casino.guru ) Weitergeleitet. Hier aber nochmals die Antwort von YBet:

Dear Player,

Your documents were received and sent for the review.

We appreciate your patience and understanding during this time.

In case of any updates, you will be immediately informed via email, thank you for waiting in advance.

Kind regards

Edit: Ich weis allerdings nicht ob die Email bei ihnen ankommt ? Ich bekomme eine Fail Nachricht von Web.de

Hello vakah86,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear vakah86 and Casino Guru,

Thank you for bringing player's concern to our attention. As per information obtained from the KYC department, the latest documentation was reviewed and accepted earlier today. As such, we are pleased to confirm that player's verification is currently completed. We thank the player for their cooperation.

Respectfully,

Ybets Casino Representative.

That's great, but I can't withdraw! I made my deposit with Litecoin, and now the live chat says, "Sorry for the inconvenience, but you can only withdraw with USDT."

OK, no problem, so I tried that, now it says I can only withdraw a maximum of 25 of my 230,- winnings?!?

An hour and several discussions later, the chat member admitted that they had made a mistake, saying I could withdraw €100 because I had won it with bonus spins. What's not true is that it was a 200% bonus that had been successfully wagered!

So not only was my withdrawal request, which I submitted at the same time as the verification, not processed at all, but now I'm also being cheated out of my winnings?

Update 5:00 PM: I'm now allowed to withdraw, but I can't press the withdrawal button. Apparently, it's an error on my part. However, I've tested it on a different PC, on a mobile phone with a different IP address, in incognito mode (with empty cookies), and in an internet cafe – the button won't work anywhere.

I haven't requested a withdrawal yet! I can't withdraw 230, and I can't press the "Send" button.

Das ist Super , ich kann aber nicht auszahlen! Meine Einzahlung wurde per Litecoin gemacht , nun heist es im Live Chat: " Sorry für die unnanöhmlichkeiter aber sie können nur per USDT auszahlen".

Ok kein Problem , also habe ich das versucht , jetzt heist es ich kann maximal 25 von meinem 230,- Gewinn auszahlen?!?

Eine Stunde später und etlicher Diskussionen hat der Chat zugegeben das ihm ein Fehler unterlaufen ist , denn ich könnte ja 100,- auszahlen da ich die mit Bonusspiele gewonnen habe. Was nicht stimmt , es war ein 200% Bonus der erfolgreich umgesetzt wurde!

Also nicht nur das meine Auszahlungsantrag garnicht bearbeitet wurde den ich damals nömlich gleichzeitig mit der verifizierung stellte , sondern jetzt werde ich auch um meinen Gewinn betrogen?

Update 17.00 Uhr : mir wird jetzt das Auszahlen erlaubt , jedoch lösst sich der Auszahlungsbutton nicht drücken , angeblich ein Fehler meinerseits. Wurde jedoch am Fremd PC , am Handy mit anderer IP , im Inkognito , leere cookies , im Internetcafe getestet - überall lösst der Button sich nicht drücken.

Ich habe noch keine Auszahlung beantragt ! Denn es geht nicht das ich 230 auszahlen kann , der "Senden Button" lässt sich nicht drücken.

Thank you for keeping me updated.

Have you contacted customer support after discovering that you’re unable to withdraw your balance? If so, please forward the communication between you and the casino regarding this matter to veronika.f@casino.guru.

Additionally, could you send me a screenshot or a short video showing the error you encounter when trying to withdraw your winnings?

Hello,

As you requested, I have now made a short video about it. Unfortunately, I no longer have every chat history, but I do have one that I sent to you along with a few screenshots of the chat and the video.

Best regards

Hallo,

ich habe nun wie sie wollten ein kurzes Video dazu gedreht , leider habe ich nicht mehr jeden Chat Verlauf, jedoch habe ich einen den ich ihnen zusammen mit ein paar Screenshots des Chats sowie dem Video gesendet habe.

Liebe Grüße

I find it a bit sad that the full 7 days almost always pass before anything happens here.

Of course, I kept trying—even from another city! No, it stays the same.

The button loads briefly and then that's it, it takes about 10 seconds to load before it clicks "send" again.

stands.

I suspect it has something to do with my wallet balance – I had Litecoin the whole time I was playing, and after my verification, it was converted to USDT. For whatever reason...

LiveChat acknowledged the error at the beginning of this problem and apologized, but it doesn't help.

So I still can't cash out.

Ich finde es etwas traurig das fast immer die kompletten 7 Tage vorbei gehen bevor sich hier mal was tut.

Ich habe es natürlich weiter Versucht - sogar aus einer anderen Stadt! Nein es bleibt so wie es ist.

Der Button lädt kurz und dann war es das, 10 Sekunden dauert das laden ca. bevor es wieder auf "senden"

steht.

Ich vermute das es was mit meinem Guthaben zu tun hat in meiner Wallet - ich hatte nämlich die ganze Zeit Litecoin beim Spielen damals , und nach meiner Verifizierung ist es in USTD gewandelt wurden. Warum, auch immer....

Der LiveChat hatte den Fehler eingeräumt schon am Anfang dieses Problems , und sich dafür Entschuldigt , hilft aber nicht.

Auszahlen kann ich also immer noch nicht.

I sincerely apologize for the delay in responding. We are currently managing over 900 active complaints. While we strive to reply as quickly as possible, it is not always feasible to address all messages immediately. We have a 7-day response window for each complaint and will always get back to you as soon as we can. Thank you for your patience and understanding.

Thank you very much, vakah86, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you vakah86 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Ybets Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

Dear vakah86 and Casino Guru,

Current player's balance is available on their USDT wallet. As per Ybets Terms, the player must make at least one deposit using the same wallet to be able to enable withdrawal to this method:

8.3. All withdrawals must be done through the same payment method chosen by you when placing a deposit, unless we decide otherwise or are unable to do so.

At the moment, the player's only crypto deposit was made using LTC wallet, which currently does not contain any funds. We ask the player to make a minimum deposit to USDT wallet in order to enable future withdrawals to this method.

Respectfully,

Ybets Casino Representative.

The money just arrived! The case can be closed.

Thanks for the help to everyone involved! 😉

Geld ist eben angekommen ! Fall kann geschlossen werden.

Danke für die Hilfe an alle Beteiligten! 😉

Dear vakah86,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter