Ybets Casino - Играчът е изправен пред забавяне на тегленето.

Hello, unfortunately same problem as everyone here, my withdrawal request was stuck for like 5 days, contacted them several time and they copy pasted "72h to wait etc". After that received some KYC which I did instantly, waited again few days to receive another kyc with crypto wallet - also done, unfortunately after all this noone replying me anymore, im not trying anything here just want to withdraw few bucks won.. Seems like another case where they delay withdrawal for no reason and just to try to steal the money.. Unfortunately i opened opinions after my deposit.. Please help me to recover this money so I can forget about this site

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear jack222,

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 fully understand the situation.

• Have you made any successful withdrawals before?
• Could you please confirm which verification documents you have already submitted and when?
• Have you accumulated your winnings with or without an active bonus?

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

Petra

Hello, yes had few withdrawals before, scan of ids, selfie with id, and some random screenshots from my crypto wallet, first try of withdrawal was like 2 weeks ago, still no reply from them, nothing.

Dear jack222 and Casino Guru,

The player is currently indeed undergoing a KYC verification procedure, which is mandatory if requested, in accordance to the posted Terms:

4.8. Ybets reserves the right, at any time, to ask for any KYC documentation it deems necessary to determine the identity and location of a Player. Ybets reserves the right to restrict the Service, payment, or withdrawal until the identity is sufficiently determined, or for any other reason in Ybets sole discretion. Ybets also reserves the right to disclose a Player’s information as appropriate to comply with legal process or as otherwise permitted by the privacy policy of Ybets (owner and operator of Ybets). By using the Service, you acknowledge and consent to the possibility of such disclosure.

The verification procedure has been initiated on May 12th. After this, the player has successfully provided identifying documentation, including ID and selfie. Afterwards, additional financial documentation (a transaction screenshot from the crypto wallet) was requested from the player. Unfortunately, the submitted screenshot was from a public explorer website and not the player's wallet, as identified in the request. As such, the KYC team was unable to accept those documents, since they could not prove ownership of the wallet in question, due to explorer's public nature.

As such, the KYC department has made a second request for this document, which we are currently awaiting. Additionally, we wish to remind the player that if the documents are not submitted as requested, this may extend the timeframe of verification while awaiting re-submission of the documents.

Respectfully,

Ybets Casino Representative.

Sent ou transaction from 3 or 4 wallets now, if its not enough send me the wallet which is showing all the details you requested on one screen because seems its impossible (you doing it on purpose).

Dear jack222 and Casino Guru,

We are happy to update that, upon provision of documentation in required format, the KYC department was able to review the provided files and successfully complete the player's verification. As such, all associated restrictions have been lifted and the player has made withdrawal requests that are being processed by the financial department.

Respectfully,

Ybets Casino Representative.

Dear jack222 and Casino Guru,

The processing of the aforementioned withdrawals has been completed fully. At the moment, no further pending withdrawals remain and there are no funds left on the player's balance. We thank the player for their cooperation in this matter.

Respectfully,

Ybets Casino Representative.

Dear jack222

Based on the casino’s confirmation that all withdrawals have been successfully processed and there are no remaining funds or open requests on the player’s account, we kindly ask you to confirm whether everything has been resolved on your side to close the case as resolved.

Thank you in advance for reply.

Dear jack222,

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,
Petra
Casino.Guru