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

Hello, Ybets casino doesn't withdraw my funds 99.12 usdt and ignoring me on mails for more than a month! i have sent the documents for KYC 29.11.2024 and they still didn't withdraw my funds, i just see "Withdrawal isn’t possible You need to complete KYC verification. For further assistance contact support team".

Dear juja757, 

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. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. However, waiting more than a month for the KYC to be finished is somewhat suspicious.

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? 

When was the last time you communicated with the casino regarding your verification?

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

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 sent all the documents they asked for - a passport, a selfie with a passport near the monitor and a screenshot of a cryptocurrency deposit transaction on November 29, 2024 and since then there has been no response at all. I wrote to them twice after that, they do not respond, they just ignore.

Здравствуйте, я отправил все документы, которые они просили - это паспорт, селфи с паспортом возле монитора и скриншот транзакции криптовалютного депозита 29 ноября 2024 и с тех пор не было ответа совсем. Я им писал после этого два раза, они не отвечают, просто игнорируют.

Please forward me all the communication between you and the casino customer support regarding your verification that could be relevant to the investigation of your case. My email address is veronika.f@casino.guru.

Also, kindly specify what types of games you played (e.g. slots, live casino games, sports betting).

hello, i have sent all the screenshots to your email

Thank you for your email. Please specify what types of games you played.

Dear juja757,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.