Ybets Casino - La retirada del jugador se retrasa.

I've been waiting for my withdrawal for a month now. Ybets Casino initially requested verification documents, which I sent on October 12th. Since then, despite multiple inquiries, I haven't heard a thing from them. They're not responding, and I can't withdraw my money. I should have known better.

Ich warte jetzt schon seit einem Monat auf meine Auszahlung. Ybets Casino hat zunächst Dokumente zur Verifikation angefordert, diese habe ich am 12. Oktober versendet. Seit dem habe ich trotz mehrfacher Anfragen absolut gar nichts mehr von ihnen gehört. Die melden sich nicht und ich kann nicht auszahlen. Ich hätte es wissen müssen.

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Dear Michaell21, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Ybets Casino. 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? 
• Have you accumulated 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, 

Katarina

Dear Katarina,

I've had a successful withdrawal before, but that was quite some time ago. I sent all the required documents, but as I said, I've been ignored since October 12th. My winnings included a bonus.

Best regards,

Michael

Liebe Katarina,

ich habe schon einmal erfolgreich ausgezahlt, das ist allerdings schon länger her. Ich habe alle geforderten Dokumente verschickt, wurde aber wie gesagt seit dem 12. Oktober ignoriert. Ich habe die Gewinne mit Bonus erzielt.

Beste Grüße,

Michael

Dear Michaell21,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear Katarina,

After many weeks of waiting, Ybets has finally responded by requesting two more documents. One of these documents doesn't exist, as I informed support. I've already sent the other one. I'll forward everything to you. I think it's outrageous what this casino is doing. They're dragging out the verification process for months to avoid paying me.

Best regards,

Michael

Liebe Katarina,

nach vielen Wochen Wartezeit hat mir Ybets nun endlich geantwortet, indem sie 2 weitere Dokumente angefordert haben. Eines dieser Dokumente existiert nicht, das habe ich dem Support mitgeteilt. Das andere habe ich bereits geschickt. Ich leite dir alles weiter. Ich finde es ist eine Frechheit, was das Casino hier macht. Sie ziehen die Verifikation Monate heraus um mich nicht zahlen zu müssen.

Beste Grüße,

Michael

Dear Michaell21

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Dear Michaell21,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Ybets Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear Guru,

We requested a transaction confirmation from the client; however, the screenshot provided was taken from www.blockcypher.com, which is a public blockchain explorer containing publicly accessible information. In order to proceed, we require a screenshot from the client’s personal wallet that displays the transaction details directly within the wallet interface. We are currently awaiting this screenshot in order to complete the verification process.

Respectfully,

Ybets Casino Representative.

Dear Michaell21,

I understand you may feel frustrated about your delayed withdrawal. However, the casino doesn´t have the luxury to see you in person and verify your documents personally, to ensure the funds go to the right owner, I would recommend that you comply with the casino´s request for extra documents for verification.

In case you have any questions, don´t hesitate to contact me. Once you upload all of the documents, please let me know.

Dear Jana,

That's absolutely no problem, I've already sent it. What bothers me is that Ybets always takes weeks to reply, even though I always deliver within the first 1-2 days. This has delayed my withdrawal for ages now.

Best regards,

Michael

Liebe Jana,

das ist doch überhaupt kein Problem, ich habe es auch schon geschickt. Mich ärgert nur, dass sich Ybets immer Wochen lang Zeit nimmt mir zu antworten obwohl ich immer in den ersten 1-2 Tagen liefere. So wird meine Auszahlung jetzt schon ewig verzögert.

Beste Grüße,

Michael

Dear Ybets Casino representative,

can you confirm that you have recived the player´s document for verification?

Dear Michaell21,

I understand that the pace of resolving your complaint may be causing frustration. Please be assured that we will do everything we can to expedite the withdrawal process.

Dear Michaell21 and Casino Guru,

We have received the requested document and the review was performed by the team. At this moment, player's account is verified fully. We thank the played for cooperation!

Respectfully,

Ybets Casino Representative.

Dear Ybets Casino,

Great, thank you. I was able to request a payout and am waiting for confirmation.

Best regards,

Michael

Liebes Ybets Casino,

super, danke. Ich konnte nun eine Auszahlung beantragen und warte auf die Bestätigung.

Beste Grüße,

Michael

Dear Michaell21,

please keep us updated when you receive your funds.

Dear Michaell21,

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,
Jana
Casino.Guru

We’ve reopened this complaint at the request of Michaell21. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Jana,

I have already received most of the money. The case can be successfully closed. Thank you very much for your support.

Best regards,

Michael

Liebe Jana,

ich habe das meiste Geld bereits erhalten. Der Fall kann erfolgreich abgeschlossen werden. Vielen Dank für die Unterstützung.

Beste Grüße,

Michael

Dear Michaell21,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. 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 Center. 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 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.

Best regards,

Jana

Casino.Guru