Ybets Casino - El retiro del jugador se retrasa debido a problemas de KYC.

I didn't want to write here, but I had to. The KYC procedure has been going on for over 3 months. I sent them photos of documents and selfies from different angles, but there's no response via email. The withdrawal of funds from my account is closed, and I don't know what to do. The online support asks me to wait a little longer each time.

не хотел сюда писать, но пришлось. процедура kyc длится больше 3 месяцев, я им отправил фотографии документов и селфи с разных сторон, ответа на почте нет, вывод средств на аккаунте закрыт, не знаю что делать, в онлайн поддержке они каждый раз просят подождать немного времени

Dear clemccrf, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures.

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Which of your identity documents have been approved during KYC and which have not yet been approved or rejected?

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

Best regards, 

Veronika

I sent them my driver's license, a selfie with my account, confirmation of my deposit, later they asked for the back of my driver's license, and now more than 2 months have passed and there is no answer, they always write that they will hurry and my case is a priority for them, but I have already been waiting for 3 months.

я отправил им свои водительское удостоверение , селфи с аккаунтом своим, подтверждение моего депозита, позже они спросили обратную сторону моих водительских прав, и вот прошло больше 2 месяцев ответа нет, они всегда пишут что поторопят и мое дело приоритетно для них, но я уже жду так 3 месяца.

Thank you for your reply.

Could you please specify what types of games you played - e.g. slots, live casino games, sports betting?

Did you accumulate your winnings with or without a bonus?

I don't remember the game, too much time has passed, I played different games, I only played on my deposit, I didn't use any bonuses

не припомню уже игры прошло слишком много времени, играл в разные игры, играл только на свой депозит, никаких бонусов не использовал

Thank you very much, clemccrf, for providing all the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@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.

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Hello clemccrf,

My name is Romi, and I will be assisting you with your case.

I would like to request the presence of a representative from the casino in this conversation.

Dear Ybets Casino [Inmerion Casino],

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

Dear clemccrf 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

Hello.

Thank you, Ybets Casino, for providing the information, and we will wait for the update from you.

Best regards,

Romi

Dear Сlemccrf 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

Hello all.

Thank you, Ybets Casino, for the update.

Dear Сlemccrf,

Please update us whenever you receive the payment. Thank you in advance.

Best regards,

Romi

no updates since november, i cant withdraw money

никаких обновлений с ноября, я не могу вывести деньги

https://prnt.sc/cEM7mP-8FZ_L

Greeting all.

Dear Ybets Casino,

Could you please provide any new updates regarding this case?

Thank you in advance.

Kind regards,

Romi

Dear clemccrf and Casino Guru,

I can confirm that all the necessary documents have now been provided.

As such, the funds can be withdrawn.

Respectfully,

Ybets Casino Representative

I'm trying to withdraw funds, don't close the complaint until I withdraw funds.

я пытаюсь вывести средства, не закрывайте жалобу пока я не выведу средства.

they paid the money, thanks for your help, it was a pleasure to work with you

они выплатили деньги, спасибо за помощь , рад с вами был поработать

Thank you, clemccrf, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are 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, 

Romi

Casino.Guru