Ybets Casino - La verificación KYC del jugador se retrasa.

I've been trying to get KYC verification on this platform for almost half a year. They are deliberately delaying this procedure, but it is not clear why. I've written to them in support 50 times, they say they have no contact with the KYC department. I also wrote to them by mail, but they don't respond there at all, only once 2 months. They checked the passport photo for 2 months! It's impossible. When you lost money, everything was fine, it was worth winning a little bit, and here's a lifetime of verification.

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Hello,

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 better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Have you accumulated your winnings with the help of a bonus?
• When was the last time you were in contact with casino support?

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

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello, I have withdrawn money earlier and without problems 2 times. I didn't use any bonuses. The last time I wrote to support was 2-3 days ago, but the answer is always the same, that they do not have access to the KYC department.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you truzaev1 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Ybets Casino for their help in resolving this complaint. We would like to know what the issue is with the verification and what we can do to help the player receive their winnings.

Thank you!

Dear truzaev1 and Casino Guru,

Currently, access to the site is restricted due to ongoing technical work.

I will follow up with you once the work has been completed.

Respectfully,

Ybets Casino Representative

Dear truzaev1 and Casino Guru,

Our website is undergoing technical improvements. 

We appreciate your patience and will resolve your complaint promptly.

Respectfully,

Ybets Casino Representative

Dear truzaev1 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

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

Dear truzaev1,

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,

Peter