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Ybets Casino Blocked $840 Withdrawal – Unjustified Delay and Vague Responses

Complaint:

I am writing to formally share my experience with Ybets Casino, where I have been trying to withdraw $840 of my legitimate winnings. Despite fair play during my sessions, my withdrawal was first processed and then reversed without explanation. I’ve been given vague and unhelpful responses, and my funds remain blocked.

Details of the Issue:

I requested two separate withdrawals: $300 and $540.

Both requests were initially processed, but after two days, both funds were reversed into my casino balance with no prior notification or clear reason.

After contacting customer support, I was told that the withdrawal was being "reviewed" by an external provider. They could not provide the name of the provider or the reason for the review, only vague terms like "suspicious activity" or "game abuse."

I have no evidence of any suspicious behavior, and I’ve followed all terms and conditions. The amounts are relatively modest, and no bonus abuse or irregular behavior has occurred.

I was told that the review could take 14 days or more, with no clear end in sight, and that I would be unable to withdraw until the review is complete.

I have now tried repeatedly to reach them via email and live chat, but the responses remain unhelpful. The casino has refused to provide any specific information regarding the delay, and I have received the same generic response multiple times.

Concerns:

The casino refuses to provide any timeline for resolving this issue.

They are unwilling to give any clear explanation or details on what is being reviewed, which makes it appear like a stalling tactic.

The lack of transparency, combined with the repeated generic responses, makes it feel like the casino is trying to withhold my funds intentionally.

Their vague license from Anjouan raises further concerns about the legitimacy of their actions.

I am now forced to escalate this issue publicly and warn others about these tactics. I would appreciate any guidance from the Casino Guru team or any assistance in getting my funds released promptly.

Action Requested:

Immediate release of my $800 withdrawal.

Clear and detailed explanation of why my withdrawal was reversed and what the external review process entails.

A specific timeline for resolution.

Thank you for your time and assistance.

Dear jonesjames1918,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

After about 10 days, I have finally received the disputed amount to my crypto wallet, therefore this complaint can be closed.

Dear jonesjames1918,

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,

Nick Bacon

Casino.Guru