Ybets Casino - El retiro del jugador se ha retrasado.

I deposited approximately €1000 and won €2000. Ybets directly paid out my first €1000. For the next payout, Ybets forwarded the gaming session to the provider, and since then, I've been waiting 45 days to be able to withdraw my money. This is taking too long; I need help.

Ich habe ca. 1000€ eingezahlt und 2000€ gewonnen. Meine ersten 1000€ hat Ybets direkt ausgezahlt. Bei der nächsten Auszahlung hat Ybets die Spielsitzung zum Anbieter weitergegeben und seitdem warte ich 45 Tage das ich mein Geld auszahlen kann. Das dauert mir zu lange brauche Hilfe

Dear Michaell21,

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 I can understand the whole situation completely.

• Which games did you focus on - slots, live casino, sports betting, etc.?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate 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,

Kristina

Dear Kristina,

I have played slot machines. I have not yet been asked to do a KYC verification, my first withdrawal was already successful.

The winnings were made with real money and not with bonuses.

Best regards

Michael

Liebe Kristina,

ich habe Spielautomaten gespielt. Ich wurde bisher noch nicht zur KYC Überprüfung aufgefordert, meine erste Auszahlung war schon erfolgreich.

Die Gewinne wurden mit Echtgeld und nicht mit Bonus erzielt.

Beste Grüße

Michael

Thank you very much for your reply, Michaell21. When was the last time you contacted the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

The last email I received was on January 6th, 2025. But the same thing is always written, even in the chat. They always shift the responsibility to the slot provider. It's been like this for over 50 days now.

Die letzte mail die ich erhalten habe war am 06.01.2025. Es wird aber immer das gleiche geschrieben auch im Chat. Sie schieben die Verantwortung immer zum Slot Anbieter. Es geht nun schon seit über 50 Tage so.

Thank you very much, Michaell21, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@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 Michaell21,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Ybets Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Ybets Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's withdrawal?

Thank you in advance for your response!

Best Regards,

Kubo

Dear Michaell21 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 Ybets Casino,

I’m following up after a week to check if there are any updates. Has the review been completed? Could you now clarify the reasons for the delay in the player's withdrawal?

Looking forward to your response.

Dear Michaell21 and Casino Guru,

Please be advised that we have received a response from the provider.

Our anti-fraud team has no further questions for you, and the check has been successfully passed.

Respectfully,

Ybets Casino Representative

Thanks for the update. I was able to create a withdrawal request and am waiting for confirmation from Ybets.

Danke für das Update. Ich habe eine Auszahlunganfrage erstellen können und warte auf die Bestätigung durch Ybets.

Dear Michaell21,

I wanted to check in and see if there are any updates. Has your withdrawal request been approved, and have you been able to withdraw your funds?

Please let me know.

Thank you.

I have now received everything. Thank you all!

Habe jetzt alles erhalten. Danke euch allen!

Dear Michaell21,

I’m pleased to hear that your issue has been successfully resolved. I’ll go ahead and mark the complaint as "resolved" in our system.

Thank you for your cooperation! If you encounter any further issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re here to assist you!

We hope your experience with our services was positive. While we don’t charge fees or accept tips, your feedback is incredibly important to us. We would greatly appreciate it if you could take a moment to share your thoughts on Trustpilot (link here).

An honest review, along with any suggestions for improving our complaint resolution and mediation process, would be extremely valuable. Your insights can help others who may be facing similar issues.

Thank you in advance for your support in helping us enhance our services!

Best Regards,

Kubo