Ybets Casino - La verificación de la cuenta del jugador se ha retrasado.

Lack of response and unjustified delay in account verification by Ybets

Dear Casino Guru team,

I would like to submit a formal complaint against Ybets Casino due to the lack of response and the unjustified delay in the account verification process.

I have already submitted all the required documents for account verification multiple times. However, to this day, I have not received any official response from the casino. I have sent more than 5 or 6 emails requesting updates and information about the status of my verification, but none of them have been properly answered.

In addition, the live chat support is useless: every time I contact them, they only say they will "inform the team" and that I will "receive an email soon," but that email never arrives. This shows a complete lack of seriousness and transparency in handling customer processes.

The delay in the account verification process is also blocking my pending withdrawal requests, which makes the situation even worse.

Through this complaint, I kindly request that the casino clearly explain the reason for the delay and proceed immediately with the verification of my account. A process this basic cannot remain indefinitely blocked without justification and without proper communication with the player.

Best regards.

Juan ******

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Hello,

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.

• Could you please list which documents you have already provided, and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Were any documents requested from you more than once? Which ones?
• Could you please share with me your communication with the casino or any other evidence to support your complaint? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Dear Faran and Casino Guru,

Thank you for bringing player's concern to our attention. After an inquiry to the KYC department, currently they are not awaiting any additional documentation and satisfied with player's verification. In case the resolution has not been received by the player, the team has resent the confirmation to their email. We thank the player for cooperation and patience during this time.

Respectfully,

Ybets Casino Representative.

Hello Tomas and Casino Guru team,

Regarding the message received from Ybets Casino, I would like to clarify the following:

It is true that only now the casino has sent me an email confirming that my account has been verified, but this happened only after I filed the formal complaint through Casino Guru. Before this, I never received any confirmation or valid reply to the multiple emails I sent (more than 5 or 6), nor to the inquiries I made through the live chat.

Therefore, what the casino claims in their response is simply not true. If they had really confirmed the verification earlier, why did I never receive any notification? Why was the withdrawal option still blocked up until the moment I submitted the complaint here at Casino Guru? It is evident that the casino acted only after being pressured by this complaint.

I also want to make it clear that I do not wish to close this case yet. I will only do so once the casino effectively executes the payment of the requested funds, since account verification is just one step in the process, and the core issue has not yet been resolved.

Thank you for your support, and I will be waiting until the casino fulfills its obligation.

Sincerely,

Juan *****

Dear Faran and Casino Guru,

We would like to provide an update on the player's withdrawal. At this moment, the financial department has processed the player's request successfully. Currently, no other pending withdrawals are created and no funds remain on the account.

Regarding unavailability of the withdrawal functionality, since it was restored, we are no longer able to decisively determine the cause of this, the technical department was not able to find any abnormalities upon check of technical logs. If the issue returns, we suggest clearing cache and cookies to see if the local data is updated.

Respectfully,

Ybets Casino Representative.

Thanks to both parties for your replies.

Dear player,

Could you please confirm whether your payout was processed and what amount reached you?

Please let me know.

Dear Tomas,

Yes, I confirm that the payout has already been processed and the funds have correctly arrived in my account.

However, I want to make it very clear that if it had not been for the help and intervention of Casino GURU, Ybets would not have proceeded with this payment. Their silence and lack of transparency were only broken once this complaint was raised here.

With this, I consider the case closed. I am very grateful to Casino GURU for the support and constant follow-up throughout the process.

Kind regards,

Juan Fernando.

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

Dear Faran,

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,

Tomas