Ybets Casino - La cuenta del jugador se cerró después de una verificación KYC fallida.

I have been scammed by this casino,

My 5500 Eur in winnings like many others was kept hostage at 1st for 3 days , after asking what the hold up was I got the KYC story (even though they plaster the internet advertising that they are a NO KYC casino, I was aware that they legally can ask for it. However Mary from support had made it sound like I submit it and could withdraw straight away.

So submitted everything and started the KYC which with this bunch can take "In rare cases 10 business days" rest assured it ALWAYS takes 10 days and in the 10 days and 10 after I got nothing, no update no confirmation nothing.

So asked support what was going on and after 2 attempts over 5 days I

finally got an answer. unfortunately the kyc process was not successful and my account had been terminated.!! Yep that right No answers no explanation just poof...gone.

This however did not come as a surprise as I had been doing my research and realized fairly quick that I was never going to be paid nor verified like many others, because this is what they do for a living.

Look I have begged and asked why did you do this and why did you terminate my account, but I didn't want to waste my energy on these kind of scammers as I know it won't matter. So I wrote them an email expressing my dissatisfaction and some nasty wishes and name calling and sending them all the karma they deserve.

Dear LoveAlwaysWins,

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. 

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Which documents have you already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

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

Dear CasinoGuru and LoveAlwaysWins!

KYC procedures represent a standard practice implemented across all casinos.

In this specific case, our system detected some unusual gaming activity, that's why we have forwarded the game session to the game provider for their thorough examination.

The game provider typically takes up to 10 business days for their review, although the actual time may vary depending on the volume of similar requests they receive. We have done everything on our end to expedite this process for you.

Resetting your balance to $0 during the verification process was a decision made on our end.

We sincerely regret any inconvenience caused by this situation.

However, our actions were in strict accordance with the established rules and policies.

We appreciate your understanding in this matter.

Respectfully,

Inmerion Representative

Hi Kristina,

I play blackjack mainly, and 3 oak and pragmatic slots games.

For KYC i submitted a copy of my passport a screenshot of the ledger transaction to the casino

and a photo of myself with while holding passport and inmerion website in the background.

Customer support (Mary) did say that they were in correct format, however that their KYC team

was going to confirm these within days and in rare cases it could take up to 10 days and mine must have been

a unique case because I didn't got any response after 15 business days and even than I had to ask twice,

on which I got told that they would forward my concern straight away, and that the KYC team would email me.

An email I never got, instead I had their support email me the email i have attached stating that unfortunately I did not pass KYC and my account had been closed!? I find this to be a strange way to conduct business, personally I believe more information regarding the matter should have been provided and perhaps additional questions asked to get the KYC successfully done rather the closing the account as a solution to an unsuccessful KYC process.

Thank you very much, LoveAlwaysWins, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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, LoveAlwaysWins!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Dear  CasinoGuru та LoveAlwaysWins!

The documents were received and reviewed alongside a game session of the client from the provider.

This process usually takes up to 10 business days; however, there was a slight delay on the game provider's end.

Unfortunately, the player lost his entire balance during the verification period.

Consequently, the account was closed because the customer did not pass the KYC verification.

We sincerely apologize for any inconvenience this situation may have caused.

We appreciate your understanding in this matter. 

Respectfully,

Inmerion Representative

LoveAlwaysWins, can you confirm all facts stated above?

Dear LoveAlwaysWins,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.