Ybets Casino - La cuenta del jugador permanece abierta a pesar de la solicitud de autoexclusión.

Dear CasinoGuru Team,

I hereby file a complaint against Ybets Casino. The casino ignored my multiple requests for self-exclusion, thereby grossly violating international player protection standards.

Despite this clear message, my account was not blocked. Instead, I continued to receive bonus offers to encourage me to keep playing.

The claim: Since my initial self-exclusion request on May 1st, the casino has accepted deposits totaling €750 (proof of transaction history is attached). As the casino had an absolute duty of care from the moment I reported my addiction and should not have accepted any further funds, I demand a full refund of these deposits.

The casino's reliance on its terms and conditions (section 6.6), according to which deposits are non-refundable, is invalid, as player protection regulations take precedence over the internal terms and conditions.

I have all the chat logs, the reporting documents, and the deposit receipts. I am already known for gambling addiction in many casinos, as far as I know, including this one.

Thank you in advance for your support.

Sehr geehrtes CasinoGuru Team,

ich reiche hiermit Beschwerde gegen das Casino Ybets ein. Das Casino hat meine mehrfachen Anfragen auf Selbstausschluss ignoriert und dadurch grob gegen internationale Spielerschutz-Standards verstoßen.

Trotz dieser eindeutigen Meldung wurde mein Konto nicht gesperrt. Stattdessen wurden mir weiterhin Bonusangebote zugeschickt, um mich zum Weiterspielen zu animieren.

Die Forderung: Seit meinem ersten Sperrwunsch am 01.Mai hat das Casino Einzahlungen in Höhe von insgesamt 750 € angenommen (Beweise der Transaktionshistorie liegen bei). Da das Casino ab dem Moment meiner Suchtmeldung eine absolute Fürsorgepflicht hatte und keine weiteren Gelder hätte annehmen dürfen, fordere ich die vollständige Rückerstattung dieser Einzahlungen.

Die Berufung des Casinos auf ihre AGB (Punkt 6.6), wonach Einzahlungen nicht erstattungsfähig seien, ist hinfällig, da Spielerschutz-Regulierungen über den internen Geschäftsbedingungen stehen.

Ich habe alle Chat-Protokolle, zur meldung und die Einzahlungsbelege bin in vielen Casinos schon bekannt für Spielsucht soweit ich weiß auch bei dem Casino.

Ich bedanke mich schon im Vorhinein für Ihre Unterstützung.

Dear Rolexesh and Casino Guru,

Thank you for contacting us of the player's concern and highlighting their note of addiction. As such, we have taken an immediate action and permanently closed the player's account. At the moment of closure, the player's account was empty.

The player has, in fact, contacted our live chat support team several times with account closure request. Unfortunately, the player did not declare their addiction to us in these contacts, instead notifying us of different unhappiness with normal gaming process. As such, the support team has provided information or additional perks to resolve the player's concerns at the moment. After the suggestions were made, the team did not receive any further confirmation from player on their account closure decisions, therefore the support team was unable to finalize the process, as per our normal procedure.

We wish to note that, if players believe they are suffering from an addiction and wish for us to help them, we ask them to clearly state this fact when contacting our support team, so the appropriate response can be provided swiftly.

Copies of relevant communications with the player have been provided to Casino Guru via email.

Respectfully,

Ybets Casino Representative.

I must disagree with Ybets' account. The alleged communication is not true.

Ignoring a permanent ban: On May 1, 2026, I asked Matthew in the chat to block my account 'forever'. Matthew ignored this request and instead actively offered me cashback to encourage me to make further deposits (see screenshot 1).

Systematic delay: Later that same day, I inquired again why my account hadn't been blocked despite multiple requests. Support (Yuudji) then attempted to delay the block again by asking further questions, instead of fulfilling their obligations as the operator (see screenshot 2).

Lack of duty of care: The casino's claim that I only expressed 'dissatisfaction' is invalid. Demanding a 'permanent' ban signals a loss of control. The casino responded with marketing (cashback), which is strictly prohibited according to player protection guidelines.

I urge Casino Guru to take this manipulative behavior into account when assessing my refund claim.

Ich muss der Darstellung von Ybets widersprechen. Die behauptete Kommunikation entspricht nicht der Wahrheit.

Ignorieren einer permanenten Sperre: Am 01.05.2026 habe ich Matthew im Chat aufgefordert, mein Konto ‚für immer‘ zu sperren. Matthew hat diesen Wunsch ignoriert und mir stattdessen aktiv Cashback angeboten, um mich zu weiteren Einzahlungen zu animieren (siehe Screenshot 1).

Systematische Verzögerung: Am selben tag bisschen später habe ich erneut gefragt, warum mein Konto trotz mehrfacher Aufforderung nicht gesperrt wurde. Der Support (Yuudji) hat daraufhin erneut versucht, die Sperre durch Rückfragen zu verzögern, anstatt meiner Pflicht als Betreiber nachzukommen (siehe Screenshot 2).

Fehlende Fürsorgepflicht: Die Aussage des Casinos, ich hätte nur ‚Unzufriedenheit‘ geäußert, ist hinfällig. Wer eine Sperre ‚für immer‘ verlangt, signalisiert einen Kontrollverlust. Das Casino hat darauf mit Marketing (Cashback) reagiert, was laut Spielerschutz-Richtlinien streng untersagt ist.

Ich fordere Casino Guru auf, dieses manipulative Verhalten bei der Bewertung meines Rückerstattungsanspruchs zu berücksichtigen."

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Rolexesh,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you have been experiencing, and I appreciate you reaching out for support.

To understand the situation clearly, could you please provide a bit more information?

• You mentioned you contacted the casino on May 1, 2026. Did you reach out only by live chat or also by email to request the account closure? You said you asked Matthew to block your account, do you have proof of that?
• Did you receive any confirmation from the casino that they received your message or processed your request to block your account? If yes, please share it.
• You mentioned you deposited a total of €750. Could you please provide the amount and dates of your deposit after May 1?

If you have any additional messages, screenshots, or communication with the casino, you can upload them here or forward them to jean.s@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

Best regards,

Jean

Dear Ybets Casino,

Thank you for your cooperation. I have received your email and the chat transcripts of player with customer support.

"Hello Jean,

Thank you very much for your feedback and your help.

Since the requested evidence (screenshots of the chats with Matthew and Yuudji, as well as my deposit receipts) contains personal data and confidential information, I have just sent you a detailed email with all the documents to jean.s@casino.guru sent.

It is clearly documented that I requested the permanent closure of my account at 11:43 AM, but support actively manipulated me with bonus offers to continue playing. Due to this serious breach of duty of care, I demand a refund of all deposits made that day, totaling €750.

I look forward to your further processing of the case.

Best regards."

„Hallo Jean,

vielen Dank für Ihre Rückmeldung und Ihre Hilfe.

Da die angeforderten Beweise (Screenshots der Chats mit Matthew und Yuudji sowie meine Einzahlungsbelege) persönliche Daten und vertrauliche Informationen enthalten, habe ich Ihnen soeben eine ausführliche E-Mail mit allen Dokumenten an jean.s@casino.guru gesendet.

Darin ist klar dokumentiert, dass ich bereits um 11:43 Uhr die dauerhafte Sperrung meines Kontos verlangt habe, der Support mich jedoch aktiv mit Bonusangeboten zum Weiterspielen manipuliert hat. Aufgrund dieser schwerwiegenden Verletzung der Fürsorgepflicht fordere ich die Rückerstattung der gesamten Einzahlungen dieses Tages in Höhe von 750 €.

Ich freue mich auf Ihre weitere Bearbeitung des Falls.

Beste Grüße."

Dear Rolexesh,

Thank you for your cooperation and for providing the requested evidence.

After reviewing all materials submitted by you and the documents provided by Ybets Casino, the following has been established:

• You deposited and wagered approximately €600 before requesting that your account be permanently blocked.
• The casino did not receive a clear confirmation from you that you wished to finalize the closure. As a result, the account remained active at that time.
• Roughly one hour later, you initiated another deposit and continued using the account.

In situations involving account-closure or self-exclusion requests, players are expected to take proactive steps. This includes following up when no confirmation is received, or using alternative contact channels to ensure the request has been processed. Because the account remained open and was actively used after the initial request, the deposits made afterward cannot be considered the casino’s responsibility.

Based on these facts, you are unfortunately not eligible for a refund of the disputed deposits. Regrettably, we must reject your complaint as unjustified.