Ybets Casino - El retiro del jugador se ha retrasado.

Hello everyone,

They've been making me wait two months for my payout without giving me any updates.

Hallo zusammen,

Sie lassen mich jetzt schon 2 Monate auf meine Auszahlung warten, ohne überhaupt irgendwelche Neuigkeiten preiszugeben.

Dear Themaninblack,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Ybets Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Have you made any successful withdrawals before?  
• Could you please confirm that you have passed the KYC verification? 
• Have you accumulated your winnings with or without an active bonus? 

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.

Best regards,

Katarina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello Katarina,

I've never been able to withdraw anything, wasn't asked for any KYC documents, and used a bonus. Ybets has made me wait two months without any information.

Hallo Katarina,

Ich konnte noch nie etwas abheben, wurde nach keinen KYC Dokumenten gefragtvund habe einen Bonus benutzt. Ybets lässt mich ohne jegliche Knformationen 2 Monate warten.

Dear Themaninblack,

thank you for your message.

• How long have you been a player at this casino, please?
• Could you please share what bonus have you utilized to accumulate your winnings? Kindly share a link here in the thread.
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  

Looking forward to your reply.

Katarina

Hello,

I've been playing there since March. I've deposited there many times and lost thousands of dollars, and they didn't pay out my first win... I've attached the bonus.

Only played slot machines.

Hallo,

Ich spiele dort seit März. Ich habe dort auch schon oft eingezahlt und tausende USD verspielt und bei meinem ersten Gewinn zahlen sie nicht... Ich habe den Bonus beigefügt

Habe nur Spielautomaten gespielt.

Dear Themaninblack,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Looking forward to your reply.

Katarina

Hello,

I forwarded it.

Hallo,

Ich habe es weiter geleitet.

Thank you very much, Themaninblack, for your cooperation. I will now transfer your complaint to my colleague Jana (jana.k@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.

Dear Themaninblack,

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 Themaninblack and Casino Guru,

We have relayed all the information to our KYC Department.

Please be assured that your request is under review and will be addressed at the earliest opportunity.

We sincerely apologize for any inconvenience this delay may have caused and express our gratitude for your understanding and patience throughout this period.

Respectfully,

Ybets Casino Representative

Dear Themaninblack and Casino Guru,

Currently, there are no withdrawal limits on the client's account.

Respectfully,

Ybets Casino Representative

Dear Themaninblack,

could you please confirm that there is no pending balance to be withdrawn?

I was able to request my first withdrawals yesterday and am waiting for Ybets to pay me

Ich konnte gestern erste Auszahlungen beantragen und warte auf Ybets mich zu bezahlen

Dear Themaninblack,

what is the current pending balance to be withdrawn?

No withdrawal has been processed yet, so still 8000USD

Es wurde noch keine Auszahlung bearbeitet, also immer noch 8000USD

Dear Themaninblack and Casino Guru,

We have forwarded all the information to our KYC department and will receive a response on Monday during office hours. 

We appreciate your understanding and patience during this festive season.

Respectfully, 

Ybets Casino Representative

Dear Themaninblack and Casino Guru,

We have not yet received the selfies for the background of our platform.

We sent you a follow-up email regarding this matter today.

Respectfully, 

Ybets Casino Representative

The casino's statements are false. I was asked for the selfie for the first time four days ago, and I've already sent it.

Die Aussagen des Casinos sind falsch. Ich wurde vor 4 Tagen das erste mal nach dem Selfie gefragt, ich habe es auch bereits geschickt.

Dear Themaninblack and Casino Guru,

Our website is undergoing technical improvements. 

We appreciate your patience and will resolve your complaint promptly.

Respectfully,

Ybers Casino Representative

Dear Themaninblack and Casino Guru,

We are currently awaiting the final document from the player.

We have sent him a letter containing detailed explanations.

Respectfully,

Ybers Casino Representative

I sent the newly requested documents directly again today and am waiting for confirmation from the casino.

Ich habe die neu geforderten Dokumente von heute wieder direkt geschickt und warte auf die Bestätigung des Casinos.

Dear Themaninblack and Casino Guru,

We appreciate your patience regarding the lengthy verification process.

The KYC department is currently reviewing all the documents you have recently sent.

I can confirm that the processing of your application will commence without delay.

Respectfully,

Ybers Casino Representative

Dear Themaninblack and Casino Guru,

Upon further inquiry with the KYC department, we have learned that an additional document was requested from the player on August 25th, regarding financial details. Unfortunately, we are yet to receive this document from the player. We kindly ask the player to check their inbox and provide the necessary files to proceed.

Respectfully,

Ybers Casino Representative

I have sent the documents.

Ich habe die Dokumente geschickt.

Dear Ybets Casino Representative,

could you be more specific which documents do you need from player as he claims he has sent all the necessary documents?

Dear Themaninblack and Casino Guru,

At the moment, the team is awaiting an address confirmation, which can be in a form of a utility bill or similar, issued recently (in the last 3 months).

Respectfully,

Ybets Casino Representative.

Dear Themaninblack,

could you please provide the casino with the above mentioned document?

Ybets requested these documents for the first time yesterday. I live with my parents and don't have a utility bill or anything similar, but I can send them a bank statement as proof of address. Unfortunately, I don't have any other documents.

Ybets hat diese Dokumente gestern zum ersten mal angefordert. Ich wohne bei meinen Eltern und habe keine Stromrechnung oder ähnliches, allerdings kann ich ihnen einen Kontoauszug als Adressnachweis schicken. Ein anderes Dokument habe ich leider nicht.

Dear Ybets Casino Representative,

would be a bank statement from the player enough to complete the verification process?

Dear Themaninblack and Casino Guru,

The KYC department has provided an email to the player, outlining available options for documentation and noting that documents are requested either in English language or with official translation to English.

Respectfully,

Ybets Casino Representative.

I've already informed YBets that my bank statements are unfortunately only available in German. However, I translated the relevant part into English using Google Translate and sent it to them.

Ich habe YBets bereits mitgeteilt, dass meine Kontoauszüge leider nur in Deutsch vorliegen. Allerdings habe ich den relevanten teil mittel Google-Translate ins englische übersetzt und ihnen gesendet.

Dear Themaninblack,

As the casino stated above, the bank statement must be officially translated into English. Please provide the casino with the necessary document to verify your account. Kindly keep us informed when you do so.

Dear Themaninblack and Casino Guru,

Normally, only official translation is required to accept official documentation. However, due to the lengthy period of the player's concern, we were able to request official translation from our end as an exception to the rule. At this moment, the documentation was accepted and player's verification is now completed. We thank the player for their cooperation in this matter.

Respectfully,

Ybets Casino Representative.

Dear Themaninblack,

please keep us updated when you receive your funds.

Dear Themaninblack,

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 Jana,

I am currently waiting for confirmation of the first payment of €500.

Hallo Jana,

Ich warte aktuell auf die Bestätigung der ersten Zahlung in Höhe von 500€.

Dear Themaninblack,

thank you for the update. Please keep us informed when you receive funds from the casino.

Dear Themaninblack and Casino Guru,

To provide an update, the financial department has processed player's withdrawal request earlier today. At the moment, there are no further withdrawal requests made by the player.

Respectfully,

Ybets Casino Representative.

I have received the $500 and have just requested the next $500

Ich habe die 500$ erhalten und gerade auch die nächsten 500$ angefordert

Dear Themaninblack,

thank you for the update. Please keep us informed when you receive more funds.

I received another $500 and am waiting for the next payment.

Ich habe weitere 500$ erhalten und warte auf die nächste Zahlung.

Dear Themaninblack and Casino Guru,

We would like to note that no further withdrawal requests have been created. All pending withdrawal requests were processed by the team successfully.

Respectfully,

Ybets Casino Representative.

Dear Themaninblack,

what is the current pending balance? Will you proceed another withdrawal?

Currently, we're still missing $6,000. Perhaps we should wait another 1-2 weeks. If the casino continues paying out, we can then close the complaint.

Aktuell fehlen noch 6000$, vielleicht sollten wir noch 1-2 Wochen warten, wenn das Casino dann weiter auszahlt können wir die Beschwerde gerne schließen.

Dear Themaninblack,

thank you for the update. Please keep us updated of any new development.

I'm still missing $6,000 and am currently waiting for the payout.

Es fehlen immer noch 6000$ und ich warte aktuell auf die Auszahlung.

Dear Themaninblack and Casino Guru,

To provide an update, the team has processed 5 withdrawal requests for the player since the beginning of October, on October 1st, 3rd, 6th, 9th and 10th. At the moment, we can see that the player has created one more request, which is being processed by the team.

Respectfully,

Ybets Casino Representative.

Dear Themaninblack,

Please keep us updated when you receive the aforementioned withdrawals..

Further payments have been processed and 4000USD is still missing.

Es wurden weitere Zablungen bearbeitet und es fehlend noch 4000USD.

Dear Themaninblack,

thank you for your update. Please keep us informed of any new development.

Dear Themaninblack,

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.

Further payments have been made; only $1500 is still outstanding. In my opinion, my problem has been resolved perfectly, and I thank everyone involved.

Es wurden weitere Zahlungen getätigt, es fehlen nur noch 1500 USD. Meines Erachtens wurde mein Problem bestens gelöst und ich bedanke mich bei allen Beteiligten.

Dear Themaninblack,

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,

Jana

Casino.Guru