Ybets Casino - El retiro del jugador se retrasa debido a la revisión de la cuenta.

I requested a withdrawal request and the casino declined it due to my gameplay supposedly being reviewed by the game provider. The casino is unable to give me an estimated time when this investigation will be complete. Looking at other reviews this seems like a stalling tactic that they use- I would like casino.guru to help me resolve this, please.

Dear bim900129,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• 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

Hi, thanks for assisting me.

1) I played and won on slots

2) I haven't lost access to the account but I was verified before they cancelled my withdrawal

3) I accumulated my winnings with a deposit bonus

Thank you for your reply, bim900129. I apologize for the misunderstanding with the closed account. Do you still see your winnings in the casino account? When did the casino notify you about the start of the investigation?

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.

Yes, I still see the winnings in my casino account. I noticed my funds were returned to my account on the 3rd of february, I then asked support why it was returned, they told me it was due to a 3rd party investigation. All relevant communication with the casino was done via their "live chat" feature on their website and there is no record of those conversations.

Thank you very much, bim900129, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.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.

Thank you.

Dear bim900129,

I'm Michal, and I have taken over your complaint. I have reviewed the situation and would like to inform you that the verification process for gameplay conducted by the game provider can occasionally take some time. Unfortunately, as this matter is not entirely within the casino team's control, we must await the final decision from the game provider. I will contact the casino to see if they can provide any additional information regarding this issue, if possible.

We would also like to invite Ybets Casino to participate in this discussion.

Dear Ybets Casino,

We would appreciate it if you could provide us with any updates regarding the status of the "game provider check" and the anticipated timeline for processing the player's withdrawal. Thank you.

Dear him900129 and Casino Guru,

The security department has cancelled your withdrawal and sent your gaming session to the provider for verification. 

This procedure usually takes no more than 14 days, so please be patient.

Respectfully,

Ybets Casino Representative

You say verification takes no longer than 14 days but my withdrawals were cancelled on the 2nd and 3rd of February, please explain.

I'ts been more than 6 weeks now, surely this can't be normal.

Dear bim900129 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

I appreciate the positive update, Ybets Casino Representative. Could you please clarify whether the winnings will be processed for the player without any additional delays, or if they still need to complete the KYC process?

Dear bim900129 and Casino Guru,

The player is currently undergoing verification.

We will provide you with an update once the process is complete.

Respectfully,

Ybets Casino Representative

Dear bim900129,

I hope you are doing well. I wanted to follow up and see if you have completed the KYC process and if you have received your winnings.

I submitted the requested KYC documents, however, they rejected the selfie with ID, saying my face wasnt clear enough and the text was not readable. I took a new photo and resubmitted, I am still waiting for them to get back to me. This really seems like a delay tactic they are using, it is difficult to take a better quality photo than the ones I have submitted. I have attached a picture of the selfie I submitted and you can see that the writing is readable and my face is fully visible in th

Dear bim900129,

Please try to take new, more clear selfies. Here is our, I believe, quite simple guide on How to take selfies:

If you have been asked for a selfie with ID documents or a screen behind you, which is nothing unusual, please follow these important guidelines:

-         Do not edit the image in any way

-         The photo needs to include your full face, head-on, with no distortions, shadows or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)

-         When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing

Hope this helps. Please include my email, michal.k@casino.guru, in the "Cc" field of the email you will be sending to the casino team with the new selfies.

I have submitted more photos, hopefully they accept one of them.

Dear bim900129,

I appreciate you sharing the extra images. I am hopeful that at least one of them will meet the casino team's criteria, leading to a successful verification process.

Dear Ybets Casino team,

We would appreciate your confirmation on whether the verification process can be completed successfully, allowing for the player's withdrawal to be processed.

Dear bim900129 and Casino Guru,

I would like to inform you that the client has been successfully verified and can withdraw his funds.

Respectfully,

Ybets Casino Representative

I am still unable to withdraw my funds.

Dear Ybets Casino team,

Could you please confirm if the withdrawal option has been reactivated for the player?

This is ridiculous. After submitting a new withdrawal request they have cancelled it and are asking for me to send my KYC documents again.

Dear bim900129 and Casino Guru,

We ask the player to try again, there are no restrictions on the account at the moment and the verification has been successfully passed.

Respectfully,

Ybets Casino Representative

The funds have been succesfully withdrawn. You can close this complaint. Thank you

Dear bim900129,

Thank you for your confirmation. Although I understand that the whole situation was far from ideal from a user experience point of view, I am glad that our involvement played a role in resolving the situation and that you have finally received your winnings. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. 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 Centre. 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 Rate 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,

Michal

Casino Guru