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

The casino is advertised on various streaming sites on Twitch as trustworthy. Personally, I registered through the streamers wagergods. In coordination with them, I have sent emails, spoken with their live chat, and after countless efforts to reach them, I finally managed to speak with someone from ybets. There has been no progress on the matter for 10 entire days. I am not given a clear answer to my issue, only that it will be checked by the provider. THIS ISSUE NEEDS TO BE RESOLVED IMMEDIATELY.

The message I receive is as follows:

Withdrawal is not possible

Your previous bets are being reviewed by the game or sports provider to ensure fair play. You can withdraw again once the review is completed

Το καζίνο διαφημίζεται σε διάφορα σαίτ streamers στο twitch ώς αξιόπιστο. Προσωπικά έχω κανει εγγραφή μέσω των streamers wagergods. Σε συννενόηση μαζί τους εχω στείλει μέιλ, ΄έχω μιλήσει με το λάιβ τσατ το δικό τους και μετά απο αμέτρητες προσ΄παθειες να τους πετύχω κατάφερα να μιλήσω και με της ybets. Δεν υπάρχει εξέλιξη στο ΄θέμα εδω και 10 ολόκληρες μέρες. Δεν μου δίνεται μια σαφή απάντηση το ζήτημα μου παρα μόνο ότι θα ελεγχθεί απο τον πάροχο. ΝΑ ΛΥΘΕΙ ΑΜΕΣΑ ΤΟ ΖΗΤΗΜΑ.

Το μήνυμα που λαμβάνω ειναι το εξης:

Η ανάληψη δεν είναι δυνατή

Τα προηγούμενα στοιχήματά σας ελέγχονται από τον πάροχο παιχνιδιού ή αθλητισμού για να εξασφαλιστεί το δίκαιο παιχνίδι. Μπορείτε να κάνετε ανάληψη ξανά μόλις ολοκληρωθεί ο έλεγχος

Dear biosterous,

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.

Did you play casino games or bet on sports?

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

hello,

I played casino games only. I have made 2 withdrawals before. It was never asked by the casino to make a kyc verification. No active bonus was activated during my session.

Dear biosterous, have you received any outcome of the review?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

No response, no updates. I will forward the emails from the support

Any update?

Dear biosterous, have you reached out to the casino in January for an update on the review?

Are you kidding me?

I TOLD YOU THE CASINO HASNT SENT ME ANYTHING REGARDING THIS ISSUE

I understand your frustration, but since you've only provided communication with the casino from December, I believe my question about whether you reached out again in January was reasonable. It's common to follow up on such matters, especially after a lengthy wait.

I must emphasize that maintaining a polite tone is essential when seeking assistance. I’m here to assist you in moving this forward, so let’s focus on addressing the problem.

Dear biosterous,

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, what do you mean fail to respond? Did you respond to me and I didn’t provide you an answer?

please explain

Thank you very much, biosterous, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.

Hello, biosterous,

I am sorry to hear about your unpleasant experience and I apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Ybets Casino team,

Could you please explain the player's situation in more detail? Why is a withdrawal impossible if the casino needs to review the user's gameplay rather than keeping a withdrawal pending during the process? What is the estimated time frame for the review of his bets and/or allowing withdrawals?

If we are talking about a breach of the casino's Terms and Conditions, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Dear biosterous 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

Thank you very much, Ybets Casino team, for the update.

Dear biosterous,

Can you please confirm your issue has been resolved? Can I consider the matter closed, or is there anything else I can help you with?

Please note if you fail to provide us with an update or confirmation, based on the information from the casino, we will consider the matter closed/successfully resolved.

Thank you.

Hello,

it has been solved. Thank you for helping!

What great news!

Thank you, biosterous, for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. 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.

Thank you, Ybets Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru