Ybet Casino - La cuenta del jugador fue bloqueada.

Dear Ladies and Gentlemen,

I signed up for Ybet on 08/31 and used the casino regularly. Today my account was blocked from one day to the next without any reason. The last time I deposited 0.0053 Bitcoin was on October 11th, 2022. I've been waiting for my payout (959€) since October 12th, 2022. This was rejected today without any comment and posted back to the betting account, which I can no longer log into. I would be very happy to receive a positive and quick response from you.

Kind regards

Igor M***

Sehr geehrte Damen und Herrn,

habe mich am 31.08 bei Ybet angemeldet und das Casino regelmäßig genutzt. Heute wurde mir von ein auf den anderen Tag das Konto gesperrt ohne jegliche Begründung. Ich habe das letzte mal am 11.10.2022 per Bitcoin 0,0053 Bitcoin eingezahlt. Seit dem 12.10.2022 warte ich auf meine Auszahlung (959€). Diese wurde heute ohne jeglichen Kommentar abgelehnt und zurück auf das Wettkonto gebucht in welches ich mich nicht mehr einloggen kann. Ich würde mich über eine positive und rasche Rückantwort Ihrerseits sehr freuen.

Mit Freundlichen Grüßen

Igor M***

Dear igormainhardt698,

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 advise if you passed the KYC verification before the casino blocked you?

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,

Kristina

Hello Kristina,

This would have been my first payout. I had submitted all the documents and my proof of address (electricity) was rejected (without a reason). I then sent an account statement. Before this was verified they closed my account. So apparently I haven't quite passed the KYC according to Ybet. But that shouldn't be a problem because Ybet has all my documents. I made the winnings with real money (€100) and bonus money (€100). It was my second deposit and I completely lost the first one (€200).

I am happy to answer any further questions.

Best regards

Igor M***

Hallo Kristina,

Dies wäre meine erste Auszahlung gewesen. Dokumente hatte ich alle eingereicht wobei mein Adressnachweis (Strom) abgelehnt wurde (ohne Begründung). Daraufhin habe ich einen Kontoauszug gesendet. Bevor dieser verifiziert wurde haben sie mein Konto geschlossen. Habe somit scheinbar den KYC laut Ybet noch nicht ganz bestanden. Was aber kein Problem darstellen sollte da Ybet meine ganzen Dokumente hat. Die Gewinne habe ich mit Echtgeld (100€) und Bonusgeld (100€) gemacht. Es war meine zweite Einzahlung die erste habe ich komplett verloren (200€).

Bei weiteren Fragen stehe ich gern zur Verfügung.

Beste Grüße

Igor M***

Thank you for your reply, igormainhardt698. Do I understand correctly that €959 was still in your account when the casino blocked it? Which games did you play to accumulate this amount?

Could you please post here a link to the bonus you activated?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hello, you got that right, I had €959 left in my account before Ybet closed it. The game I played was called (Juice Inc.). With this game I won about 90€. I placed my deposit (€100) + winnings (€90) from the slot on Paris St. Germain - Benfica on X at odds 5 and 4.9 on 10/11/2022. That turned out to be €959. Ybet grants a bonus between 20% - 100% on every deposit. On 10/11/2022 they offered me 100% (up to €100). They do that once a week. Therefore there is no special link for it.

Best regards

Igor

Hallo, das haben sie richtig verstanden ich hatte noch 959€ auf meinem Konto bevor Ybet es geschlossen hat. Das Spiel was ich gespielt habe hieß (Juice Inc.). Mit diesem Spiel habe ich ungefähr 90€ gewonnen. Ich habe meine Einzahlung (100€) + die Gewinne (90€) aus dem Slott auf Paris St. Germain - Benfica auf X zu Quote 5 und 4,9 am 11.10.2022 platziert. Daraus sind 959€ geworden. Ybet gewährt bei jeder Einzahlung einen Bonus zwischen 20% - 100%. Am 11.10.2022 haben sie mir 100% (bis 100€) angeboten. Das machen sie 1 mal die Woche. Deshalb gibt es dazu keinen speziellen Link.

Beste Grüße

Igor

Thank you very much igormainhardt698 for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi igormainhardt698,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Ybet Casino to the conversation to participate in the resolution of this complaint.

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.

Hi igormainhardt698,,

I tried to get in touch with the casino repeatedly but had no success. Since the casino has no valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I wish I could be of more help.

Best regards,

Peter