Ybets Casino - El retiro del jugador se retrasa y se cancela.

Withdrawal Issue - Delayed and Unexplained

Hello,

I am experiencing an issue with Ybets Casino regarding a withdrawal that I requested after winning a significant amount. The withdrawal was initially approved, but after three days, it was cancelled without a clear explanation.

When I contacted support via live chat, I was informed that the casino requires 14 days to verify my betting activity. However, they have not provided any details on what this verification entails or when I can expect to receive my funds.

I am concerned about the lack of transparency and the significant waiting period without any clear communication.

Has anyone else encountered similar issues with Ybets Casino? How long did it take for your withdrawal to be processed, and did you eventually receive your funds?

I would appreciate any feedback or guidance on how to handle this situation.

Thank you for

your help.

Dear loizidis1986,

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.

• 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?

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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear loizidis1986,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru

We’ve reopened this complaint at the request of loizidis1986. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Could you please provide us with a brief update on the current situation? Has there been any news?

The three consecutive withdrawals I made 800 euros (28/05) 800 euros (29/05) 265 euros (30/05) were canceled after a week and they asked me for an identification document (driving license or passport) while I had asked them repeatedly in the past if I needed any document and they told me that it was not necessary, nevertheless they canceled all three withdrawals with the obvious reason of the intentional delay! I contacted customer service but also by email and no one gives me a clear answer about how long the identification process takes! To avoid another intentional delay in addition to the driver's license in a front and back photo that they requested, I sent a document certifying that the Revolut virtual bank card belongs to me! I also sent a bank account certificate and a mobile phone bill certifying my residential address! Of course, I am almost certain that I will receive a response within the maximum possible delay, which will almost certainly put me back into a process of further delays with additional documents and other excuses.

Οι τρεις διαδοχικές αναλήψεις πού έκανα 800 ευρώ ( 28/05) 800 ευρώ ( 29/05) 265 ευρώ (30/05) ακυρώθηκαν μετά από μία εβδομάδα και μου ζήτησαν έγγραφο ταυτοποίησης ( δίπλωμα οδήγησης ή διαβατήριο) ενώ τους είχα ρωτήσει επανειλημμένα στο παρελθόν εάν χρειάζεται κάποιο έγγραφο και μου είπαν ότι δεν χρειάζεται, παρόλα αυτά ακύρωσαν καί τίς τρεις αναλήψεις με προφανή αιτία την εσκεμμένη καθυστέρηση! Επικοινώνησα με την εξυπηρέτηση πελατών αλλά και με mail και κανείς δεν μου δίνει σαφή απάντηση για το πόσο καιρό διαρκεί η διαδικασία της ταυτοποίησης! Για να αποφύγω και άλλη εσκεμμένη καθυστέρηση εκτός από το δίπλωμα οδήγησης σε φωτογραφία μπρός και πίσω πού ζητήθηκε από αυτούς έστειλα έγγραφο πού πιστοποιεί ότι η τραπεζική εικονική κάρτα της revolut μου ανήκει! Έστειλα επίσης πιστοποιητικό τραπεζικου λογαριασμού και ένα λογαριασμό κινητής τηλεφωνίας που να πιστοποιεί την διεύθυνση κατοικίας μου! Φυσικά είμαι σχεδόν σίγουρος ότι θα λάβω απάντηση στο μέγιστο δυνατό διάστημα καθυστέρησης που σχεδόν σίγουρα θα με βάλει πάλι σε διαδικασία περαιτέρω καθυστερήσεων με επιπλέον έγγραφα και λοιπές δικαιολογίες.

Thank you very much for your reply, loizidis1986. 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.

I received an email today, Thursday, June 19th, from YBets Casino, more than ten days after I had sent my identification documents. They are now asking me to resend a photo with my ID in front of their website's background on a computer, mobile phone, or tablet — something they could have informed me about from the beginning! I have forwarded all our previous conversations to the email address you provided.

Thank you very much, loizidis1986, for your cooperation. I will now transfer your complaint to my colleague Romi (romana.r@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 loizidis1986, 

I'm Romi, 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 about this case?

Thank you in advance for your response.

Best regards,

Romi

There is no update from the ybets casino as I have sent two emails one on 20/06 with the selfie photos they asked me to take and to hold a mobile phone in my hand with the casino website and one on 25/06 to update me on the progress of the account identification and I have not received any response! I contacted customer service on the website and they told me that they do not have access to any information regarding the identification process

Δεν υπάρχει καμία ενημέρωση από το καζίνο ybets καθώς έχω στείλει δύο email ενα στις 20/06 με τις φωτογραφίες selfie πού μου ζήτησαν και να κρατώ ένα κινητό τηλέφωνο στο χέρι με την ιστοσελίδα του καζίνο καί ένα στις 25/06 για ενημερώθω με την εξέλιξη της ταυτοποίησης του λογαριασμού καί δεν έχω λάβει καμία απάντηση! Επικοινώνησα με την εξυπηρέτηση πελατών στην ιστοσελίδα καί μου είπαν ότι δεν έχουν πρόσβαση σε καμία πληροφορία σε ότι αφορά την διαδικασία ταυτοποίησης

On June 30th, I received an email from the casino asking me to send photos of the front and back of the card I used to deposit funds, even though I have already submitted all the necessary documents proving that the Revolut card I use is virtual and belongs to me.

I have clearly demonstrated through official documents that the card is virtual and not a physical one.

Nevertheless, every ten days I receive new emails requesting documents that I had already sent from the beginning, even before being asked, with the apparent purpose of delaying the withdrawal process.

Dear loizidis1986 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 have been trying to withdraw the money that I rightfully won since April 29th. I have submitted the required documents at least twice, yet you have not adhered to any of the timelines you yourselves set!

First, you canceled my withdrawal requests. Then you told me it would take 14 days to conduct a fair play check, but that check ended up lasting an entire month! After that, I submitted a new withdrawal request, and once again you canceled it, claiming you needed some documents from me—even though I had repeatedly asked both in live chat and via email if any action was required from my side, and you told me there was nothing I needed to do.

I had already sent all the required documents before you even asked for them, and then every ten days, you kept requesting the same documents again with slight variations! I resent everything again, but you reply to emails only once every ten days and ask for something new each time—when you could have just clearly specified from the beginning what documents were needed!

Later, in the live chat, I was told there was a general issue with the withdrawal process, which turned out to be untrue, as I still haven’t received any clear answer with a specific date on when I will be able to make a withdrawal.

Furthermore, in the live chat, you keep sending standard responses saying that clarifications regarding the KYC process can only be obtained via email—which, in many cases, you don’t even reply to. And when you do, it takes at least ten days!

I truly cannot understand how a large casino, which claims to have won multiple awards, can deliberately delay and avoid paying such small and insignificant player winnings, ultimately damaging its own credibility!

Dear loizidis1986 and Casino Guru,

We are still awaiting your proof of payment, as this is the only document outstanding.

You should have received a letter regarding this matter.

Respectfully,

Ybets Casino Representative

Dear Ybets casino

I have sent you all the documents a total of 3 times by e-mail, yet you are asking me again for the same document in order for the process to proceed!

So I will send you the same documents again and I am curious to see what else you will ask for to delay the Ascension process and how many more times you will ask for the same documents!

Why don't you clearly request all the necessary documents required for identification and ask for one document every ten days that you send an e-mail!

Dear casino Guru, I can provide screenshots of all the emails to confirm that I have sent the required documents three times and yet the identification process is being deliberately delayed!

Αγαπητό casino Ybets

Σας έχω αποστείλει όλα τα έγγραφα συνολικά 3 φορές με eMail παρ όλα αυτά μου ζητάτε πάλι το ίδιο έγγραφο για να προχωρήσει η διαδικασία!

Θα σάς αποστείλω λοιπόν πάλι τα ίδια έγγραφα και είμαι περίεργος να δω τι άλλο θα ζητήσετε για να καθυστερήσετε την διαδικασία της Αναλήψεως καί πόσες φορές ακόμα θα ζητήσετε τα ίδια έγγραφα!

Γιατί δεν ζητάτε ξεκάθαρα όλα τα απαραίτητα έγγραφα που απαιτούνται για την ταυτοποίηση και ζητάτε ένα-ένα έγγραφο ανα δέκα μέρες που στέλνετε e-mail!

Αγαπητό casino Guru μπορώ να προσκομήσω screenshot όλα τα e-mail για να βεβαιώσω ότι έχω αποστείλει τρεις φορές τα απαιτούμενα έγγραφα και παρόλα αυτά η διαδικασία ταυτοποίησης καθυστερει εσκεμμένα!

And I can't understand why you would ask for proof of payment since the payment was made from my card for which I have sent you the necessary supporting documents for its identification!

So you're asking for proof of payment that I paid at your casino?

Is there a chance that I didn't pay your casino, could I still play and win money???

However, I sent you all the documents for the third time, as well as the document with my account statement which proves the transfer of money to your casino!

I really hope it's the last document you're asking for as you're the only casino that has asked me for proof of payment and it's obvious you're doing it to delay the process! Let's hope it's the last document you're asking for as you wrote above so I can finally make the withdrawal!

Και δεν μπορώ να καταλάβω για ποιο λόγο να ζητήσετε την απόδειξη πληρωμής καθώς η πληρωμή έχει πραγματοποιηθεί από την κάρτα μου για την οποία σας έχω στείλει τα απαραίτητα δικαιολογητικά για την ταυτοποίηση της!

Ζητάτε δηλαδή απόδειξη πληρωμής ότι πλήρωσα στο καζίνο σας?

Υπάρχει περίπτωση δηλαδή να μην πλήρωσα το καζίνο σας μπόρεσα να παίξω και να κερδίσω και χρήματα???

Παρόλα αυτά σας έστειλα για τρίτη φορά όλα τα έγγραφα όπως επίσης και το έγγραφο με την κίνηση του λογαριασμού μου το οποίο αποδεικνύει τη μεταφορά χρημάτων προς το καζίνο σας!

Ελπίζω όντως να είναι το τελευταίο έγγραφο που ζητάτε καθώς είστε το μοναδικό καζίνο που μου έχει ζητήσει απόδειξη πληρωμής και είναι προφανές από το κάνετε για να καθυστερήσετε τη διαδικασία! ας ελπίσουμε ότι όντως είναι το τελευταίο έγγραφο που ζητάτε όπως γράψατε παραπάνω για να μπορέσω επιτέλους να κάνω την ανάληψη!

I am therefore submitting the same documents for the third consecutive time, and I sincerely hope, as you yourselves have stated, that this will be the last time you ask for them — especially after 12 days during which you normally respond via email, but in this case you have failed to reply to any of my messages.

I have contacted you repeatedly to find out whether the documents I submitted have been approved and to get any possible updates. Since I have not received any response from you, I assume that all my documents — including the proof of identity, the requested selfie holding my phone with your website in the background, the documents verifying my bank account, my virtual card, and even the account statement proving my transactions with your platform — are all in order.

At this point, I am genuinely curious to see if, after 3 months, this withdrawal process will finally be completed — or if you will ask me once again for a new document, or for one of the same documents I have already submitted three times.

Dear Ybets Casino,

Please update us about the verification whenever it's done.

Thank you in advance.

Respectfully,

Romi

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I submitted the last documents requested from me on July 9th. Since then, I have received no update, and the verification process has still not been completed. As a result, I am still unable to proceed with my withdrawal, which I have been trying to process since April 29th.

Additionally, Ybets Casino has not even responded to the inquiry submitted by Casino Guru regarding my case.

Dear loizidis1986 and Casino Guru,

We appreciate your patience regarding the lengthy verification process.

The KYC department is currently reviewing all the documents you have recently sent.

I can confirm that the processing of your application will commence without delay.

Respectfully,

Ybets Casino Representative

The situation has now exceeded all limits of reason and patience. The casino has continued for three months (since April 29) to systematically avoid my payment, with continuous and unjustified demands for additional documents, while since July 9 they have in their hands all the supporting documents they had requested from me — which, in fact, they stated are the latest.

And while the casino had all this time to process the data and proceed with the payment, on July 27 it announces that it will "begin the identification process." So, after three months of constant delays and false commitments, the casino is supposedly making a start?

I now clearly believe that this is a deceptive and fraudulent tactic, aimed at circumventing the player's rights and avoiding payment. It is clear that they are trying to psychologically damage me and lead me to abandon my claim. There is no way I will use this money to play at this particular casino, so the delay simply damages the reputation of this particular casino!

I ask you to intervene immediately in a strict manner and initiate a risk identification process for this particular casino, in order to protect other players from similar practices.

I have already contacted a lawyer to inform me of the legal and institutional steps I can take in collaboration with the police's Cybercrime Prosecution Department!

Η κατάσταση έχει πλέον ξεπεράσει κάθε όριο λογικής και υπομονής. Το καζίνο συνεχίζει εδώ και τρεις μήνες ( από τις 29 απριλίου) να αποφεύγει συστηματικά την πληρωμή μου, με συνεχείς και αδικαιολόγητες απαιτήσεις για επιπλέον έγγραφα, ενώ από τις 9 Ιουλίου έχουν στα χέρια τους όλα τα δικαιολογητικά που μου είχαν ζητήσει — τα οποία, μάλιστα, ανέφεραν ότι είναι τα τελευταία.

Και ενώ το καζίνο είχε όλο αυτό το διάστημα για να επεξεργαστεί τα δεδομένα και να προχωρήσει στην πληρωμή, στις 27 Ιουλίου ανακοινώνει ότι "θα ξεκινήσει τη διαδικασία ταυτοποίησης". Δηλαδή, μετά από τρεις μήνες με συνεχείς καθυστερήσεις και ψευδείς δεσμεύσεις, το καζίνο κάνει δήθεν την αρχή;

Πλέον θεωρώ ξεκάθαρα ότι πρόκειται για παραπλανητική και δόλια τακτική, με στόχο την καταστρατήγηση των δικαιωμάτων του παίκτη και την αποφυγή πληρωμής. Είναι σαφές ότι προσπαθούν να με φθείρουν ψυχολογικά και να με οδηγήσουν στην εγκατάλειψη της διεκδίκησής μου.Δεν υπάρχει καμία περίπτωση να χρησιμοποιήσω αυτά τα χρήματα για να παίξω στο συγκεκριμένο καζίνο οπότε η καθυστέρηση απλά βλάπτει την φήμη του συγκεκριμένου καζίνο!

Σας ζητώ να παρέμβετε άμεσα με αυστηρό τρόπο και να ξεκινήσετε διαδικασία επισήμανσης κινδύνου για το συγκεκριμένο καζίνο, προκειμένου να προστατευθούν και άλλοι παίκτες από παρόμοιες πρακτικές.

Έχω ήδη απευθυνθεί σε δικηγόρο για να με ενημερώσει ποια θα είναι τα νομικά και θεσμικά βήματα που μπορώ να ακολουθήσω σε συνεργασία με το τμήμα Δίωξης ηλεκτρονικού εγκλήματος της αστυνομίας!

Dear Ybets Casino,

We have given you a long time to provide some relevant information regarding this issue.

Please provide it within 3 days; otherwise, the complaint will be closed as "unresolved" in our system, which will negatively affect your safety index.

Best regards,

Romi

Dear loizidis1986 and Casino Guru,

The player has successfully submitted all the necessary information, and the account has been verified.

Player funds may be withdrawn in accordance with the established limits.

Respectfully,

Ybets Casino Representative

I sincerely hope that the withdrawal will now be processed within a reasonable timeframe and that it will not be canceled again. I will inform you as soon as the funds are received.

I have submitted three withdrawal requests — one on July 31st, one on August 1st, and one on August 2nd, as the casino only allows withdrawals up to €870. I sincerely hope that the withdrawal process will be completed within the three business days stated by the casino and that the withdrawals will not be cancelled once again without any valid reason.

Dear Casino Guru, I will inform you immediately once the process is completed.

The mockery from Ybets casino continues, even now that my account has been verified and all the documents have been submitted after 3 months!

On August 4th, all three of my withdrawal requests were cancelled without any explanation!

I contacted the online support and received this message:

'The withdrawals were cancelled by the payment provider. Please try withdrawing to a different card or choose another available withdrawal method.'"

I received this email from Ybets Casino!

Dear Player,

Thank you very much for your patience during this process! We appreciate your understanding as we work to assist you.

Upon reviewing your withdrawal request, we have noticed that it has been submitted incorrectly. To ensure a smooth and efficient transaction, we kindly ask you to provide the card details without any spaces. For your reference, here is an example of the correct format: "cardholderName": "ARISTEIDIS LOIZIDIS".

If you have any further questions or need additional assistance, please do not hesitate to reach out. We are here to help!

Thank you for your cooperation.

Warm regards,

Ezra

Ybets Support Team

I genuinely wonder if the casino itself even knows how its own withdrawal system works!

How am I supposed to avoid putting spaces in the card number when the system automatically inserts a space every four digits? As for the name—where you're asking me not to include a space there either—you clearly don’t even know that the first and last name are entered in separate fields!

All the card details were correct, and it’s the same card I used to make my deposit. I can assure you it works perfectly fine!

I received completely different instructions from your online support than what you wrote to me in your email.

At this point, the mockery has reached a whole new level!

This is just another trick by Ybets Casino to delay the withdrawal of money I rightfully won—even now, after you've supposedly completed the verification process on my account!

Dear Ybets Casino,

Could you provide an explanation for all this, please?

Thank you.

Respectfully,

Romi

After the intervention of Casino Guru regarding the supposed issue that I did not leave spaces between the digits of my credit card number and my full name, I resubmitted the withdrawal request IN EXACTLY THE SAME WAY, without changing anything — and the first withdrawal was finally processed after a full three months!

Two more withdrawals are still pending — one from August 3rd and another from August 5th.

I kindly ask Casino Ybets to adhere to the three-day processing time it officially states for withdrawals, so that I can finally close this matter after such a long period of psychological exhaustion.

I want to highlight that the first withdrawal was completed in less than 36 hours and was requested by me on August 4th.

However, I truly cannot understand why the withdrawal request from August 3rd is still delayed, especially since the one from August 4th was processed almost immediately.

There is also another pending request from August 5th.

Dear Casino Guru, I would like to sincerely thank you for the support you’ve been providing me over the past three months.

I will follow up again, hopefully with good news — and without further delays or unnecessary waiting from Ybets Casino.

Thank you for the update.

Please write to us how much of the disputed amount you already have and how much you are still waiting on.

Thank you.

Best regards,

Romi

After 90 days of deception and pointless delays, the casino has finally deposited the amount of €1,650, which I won around April 26!

A remaining balance of €211 was left, which I no longer had the patience to wait for, so I used it in the casino!

For the record, I have informed all gambling communities I am a member of to stay away from this casino, as well as all my friends to whom I had recommended it, since I thought it was a serious casino. I will continue, at every opportunity, to inform people that this casino is a major scam!

A big thank you to Casino Guru for the support they have given me over the past three months, although I believe that the safety rating of 7.4 you have given to this casino does not reflect reality! The casino should be labeled as unsuitable in red letters!

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear loizidis1986,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Romi