Ybets Casino - Тегленето на играча се забавя поради KYC проверка.

Dear Casino Guru,

On February 18th of this year I deposited 200 euro's on Ybets.net.

I got a 100% bonus with 60x wagering requirement and 10x max CO to go with it. I was lucky enough to win big on slots with the bonus money and went on to win 2000 dollars. Hooray!

Obviously, I couldn't cash out immediately. First, I had to go through the Bet Review process. This lasted a month, after which I cashed out 200 dollars.

The KYC process started on March 19th. Now on June 4th we finally seem to be nearing the end, after providing, one-by-one, the requested documents by email - with replies sometimes 1+ month.

Lastly, after ID, creditcard, ID with face and website, crypto transaction, I am asked for a picture of card. The one requested, however, is a virtual card, which I sent (with autograph). Ybets requested a physical card.

My question: can Ybets deny my KYC based on the virtual card? Is there another way to resolve this?

My complaint: Ybets has been no hurry whatsoever to finish this process. It has been 3,5 months since my win and 2,5 months since the start of the KYC process. I understand that these things take time sometimes, but a few weeks seams reasonable at most. Waiting weeks and sometimes more than a month for a reply is no fun, and has kept me in suspense since February. I have successfully passed KYC at 10+ other reputable online Casino's and hope it will be the same on this site.

Dear sebaz0rz,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Ybets Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Did the casino inform you whether all of your submitted documents were approved?  
• What payment method (virtual card) did you use?  
• Do you have any other documents (account statement, etc) that include the number of the virtual card?  
• Have you tried contacting the payment provider to ask if they can provide you with a confirmation letter that the card belongs to you or any similar document?

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,

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Natalia,

Thank you very much for your swift reply. To answer your questions:

• No, Ybets did not explicitly confirm approval of any of the provided documents. However, every time when they would ask for a new document they would say "so we can proceed with the verification procedure, please provide the following document" and then move on to the next. One time they asked for a clearer picture and, when provided, moved on to the next document. This makes me assume that the earlier documents were all approved in sequence.

• I used a virtual Visa card provided by Revolut bank. (Please note that this was not the payment method used for the deposit which led to the winnings. This was a bank transfer).

• Yes, I am able to download account statements which show the card number (first 6 and last 4 digits) for payments made with this card.

• Yes, I am able to download a Card Confirmation statement showing Account Holder details, the card number and the expiry date.

I have not responded yet to the email requesting a physical card. Should I provide them with the Account Statement and Card Confirmation documents instead?

Dear sebaz0rz,  thank you for your response. If you used a Virtual Card from Revolut (not a disposable one), then I highly recommend providing a screenshot of your card with the details or a card confirmation from your app with all details (your personal information and the card number) together with the account statement, which should include your deposits to the casino made using that card (with the card numebr included for each transaction).

Please, make sure that you specify to the casino that you used a virtual card that has no physical copy. The casino should accept these documents and be able to review them in a situation like yours when you have no physical card.

Please let me know once you send all the documents, and what the casino responds to you.

Dear Natalia,

I had sent screenshots of (both sides) of the card, and have now made clear that the card has no physical copy. I have provided them with an account statement which shows the (only) two transactions (both withdrawals) made to the virtual card. I have also included a Card Confirmation statement provided by my bank. Thank you for the advice. I will let you know when I receive a response.

Dear sebaz0rz, thank you for your reply. I'll await further updates from you.

Dear Natalia, I have been informed that my documents have been received and have been sent for review. I'll let you know once I hear back from them.

Dear sebaz0rz, do you have any updates regarding your latest submitted documentation?

Dear Natalia,

Not yet. Given the previous reaction times, I expect it to take up to a month longer.

Thank you very much for your reply, sebaz0rz. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post the screenshots here. Thank you in advance.

Thank you very much, sebaz0rz, for your cooperation. I will now transfer your complaint to my colleague Michal ([email protected]) 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.

Dear sebaz0rz,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would also like to invite Ybets Casino to participate in this discussion.

Dear Ybets Casino Team,

Could you please explain why the player was not asked to submit the necessary documents for KYC during the period you were awaiting the game provider's verification, as the KYC process could have been finalized by now? What specific documents will still be required from the player for the KYC process, and what actions can be taken to accelerate it?

Dear sebaz0rz 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

Dear Ybets Casino Representative,

Thank you for your response. For the sake of clarity, we’d appreciate your clarification on the following matter:

In recent weeks/months, we’ve noticed a significant rise in complaints about unnecessary extended verification processes. These delays have raised concerns about potential systemic issues within your operations. Could you kindly provide insight into the root causes of these delays? Additionally, we’d like to understand what steps are being taken to streamline the process and ensure timely resolutions moving forward.

Transparency in this matter would go a long way in addressing these concerns and restoring confidence. We look forward to your prompt and detailed response.

Dear sebaz0rz and Casino Guru,

The player has successfully submitted all the necessary information, and the account has been verified.

Player funds may be withdrawn in accordance with the established limits.

Respectfully,

Ybets Casino Representative

Dear Ybets, Casino Guru,

Thank you for finally verifying my account. I can confirm that I have successfully withdrawn 800 out of 1800 dollars (I split it up in parts as I always find moving large sums of crypto a bit scary) and trust that the remaining funds will soon find my account.

As previously discussed, I lost bonus funds during the bet review process. I have been assured that these will be refunded once the verification process is finished. Please see the attachments. I hope that these bonus funds will find my account swiftly.

Best regards,

sebaz0rz

Thank you for the positive update, Ybets Casino Representative.

Dear sebaz0rz,

I'm glad the withdrawals are being paid out to you. I trust everything will go smoothly without any unnecessary delays.

I hope the casino team will restore the bonuses to you after you withdraw all your winnings, as indicated in the livechat conversation.

Please let me know once you receive all your winnings.

Dear Michal,

I have successfully withdrawn all my winnings. Thank you very much for your help. Now only the bonus funds remain.

I do still worry about these stalling practices/unnecessarily long verification processes by Ybets, total lack of transparency and false reassurance (3 months ago I was told that it would be finished "very soon"). All of this does not suggest a healthy casino environment.

Best regards,

sebaz0rz

Dear sebaz0rz,

Great news. I'm glad you received all your winnings, which was the primary concern of your complaint. I completely empathize with your frustrations regarding the excessively lengthy verification procedures at Ybets Casino. We have already communicated our concerns to the casino team, as we have received numerous complaints from players indicating that the verification, game provider checks, or other assessments were taking significantly longer than anticipated. We have been assured that they already have improved this, and they will further enhance their processes moving forward; however, we will continue to monitor the situation closely.

I trust you have already observed that, because of the multiple complaints regarding the excessively lengthy verification procedures, we have amended the Ybets safety index rating, and we have removed the previous "Fair Bange" designation from the casino.

I believe this will motivate the casino team to put more effort into effectively resolving their customer complaints.

Please let me know how the casino team addressed the recrediting of the bonus funds to you.

I've just chatted with a Ybets employee and they won't reimburse the bonuses which expired during the Bet Review process. They claim that the bonuses won't be reimbursed because I made a withdrawal request, but I wasn't even able to make a withdrawal request during either the Bet Review process nor the KYC process, because the whole withdrawal area is blocked by this message. Once again, I feel like I'm being tricked by Ybets, as two employees previously assured me (''don't worry'') that my bonuses would be reimbursed once the KYC process was over. I'm glad I finally received my winnings, but this is yet another disappointment from Ybets.

Dear sebaz0rz,

I understand your point; however, it is quite an industry standard in most likely the majority of casinos that once there is a withdrawal request submitted, any bonuses are cancelled.

I acknowledge the previous live chat conversations where they indicated that the bonus will be reinstated after the bet review process.

Just to clarify, once the Bet review process has finished, have the bonuses been recredited to you? Have you been playing any games before you submitted the withdrawals? When did you submit the withdrawals?

Dear Michal,

I understand that bonuses are cancelled upon withdrawal requests. I made withdrawal request after the Bet Review process was over. However, I feel misled by the agents, whom assured me that the bonuses would be reinstated after the bet review (and later KYC) process. It went as follows:

1. February 18'th, I deposited 200, won 2000 with the bonus funds (the max cashout amount)
2. I make a withdrawal request
3. Bet Review process starts. I wait. I cannot make a new withdrawal, due to the Bet Review message blocking the withdrawal screen
4. February 25'th, I get another deposit bonus offer of 125%. I deposit 300 euro's, get somewhere around 386 dollars bonus
5. Somewhere early March, I chat with two agents to inquire about my bonuses which are to expire on March 11'th. They assure me that the bonuses will be reinstated when the Bet Review process is over.
6. March 18'th, the Bet Review is over. I withdraw 200 and make a withdrawal request for the remaining 1800. The KYC process begins.
7. I chat again with an agent about the bonuses and am assured that they will be reinstated after the KYC process

I guess, in any case, I would never have been able to use the bonus funds. I would've had to lose the 2000 dollars (which would've been incredibly stupid, since I'd reached the max cashout amount), because they don't allow bonus play with real money funds available (which is understandable). So due to the Bet Review process and not being able to withdrawal the winnings earlier, I had had a totally useless and invalid bonus, which the agents assured me would be reimbursed once the Bet Review - and later KYC processes - were over.

Technically, I guess they are correct. I made a withdrawal request and therefore forfeited the bonus.

However, they gave me false reassurance. I had already made a withdrawal once the KYC process had started, invalidating the bonus, but the agent reassured me it would be reinstated once everything was over. Like many times during this process, I feel like I'm being played by Ybets. Once again - I'm glad I received the winnings after 3,5 months, but I seriously question how long it would have taken (if ever), if I had not contacted Casino Guru.

Honestly, reimbursing the bonuses (as they said they would), would restore some of my trust. It would be a kind gesture after such a tedious process. At this point, there is little trust left.

Dear sebaz0rz,

Thank you for your response. I understand that, from a user experience perspective, the situation with the bonuses is far from ideal. I recognize that the live chat agents previously communicated to you that the bonuses would be reinstated, but based on your recent reply, it seems they were just following the established bonus rules. Anyway, I believe it would be most helpful if the casino team could offer a clearer explanation regarding the circumstances and the actions taken.

Dear Ybets Casino Representative,

Could you please shed some light on the situation concerning the bonuses? It appears that the player was earlier advised by your live chat agents that the bonuses would be reinstated, but they have now received conflicting information.

Additionally, is there any way you could accommodate the player?

Dear Michal,

Thank you for your swift response. Just to be clear, my point is that the agents were not simply following established bonus rules. Instead, they were providing me with false information and/or false reassurance and promises.

Even though I had already made a withdrawal on March 18th—which, according to the bonus rules, should have canceled my bonus—I was still told that I would get the bonuses back.

I was even told that I would receive the bonuses after the withdrawal check (which implies I had already made a withdrawal request at that point):

March 9'th:

March 29'th, I was told that they expected this to be resolved 'very soon' (it took another 3 months after that)

Once again, on April 11'th, I was reassured that the bonuses would be reinstated after the KYC process was over and even after my withdrawal:

I think I've made my point. All of the agents knew, or should have known, that my bonus was - or would be - cancelled after the withdrawal. Instead, they told me differently, even after I had already made the withdrawal. I was even told that the bonus would be reinstated after I made the withdrawal, thereby bypassing their own bonus rules! (Which would make sense, given the circumstances). A withdrawal was even stated as being a prerequisite for getting the bonus back! In hindsight, this was completely false information, and in utter contradiction with the later messages in which I was told that the bonuses were cancelled because I made a withdrawal. This troubles me.

Get your act together, Ybets. And please stop lying to your players.

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.

Dear Ybets Casino Representative,

We have yet to receive any feedback from you concerning the issue with the bonuses. I respectfully request your prompt response.

Dear sebaz0rz and Casino Guru,

The bonuses have been reinstated.

Respectfully,

Ybets Casino Representative

Dear Ybets Casino Representative,

Thank you for your response.

Dear sebaz0rz,

Can you please confirm whether the bonuses have been reinstated in your account? If so, can I consider your case resolved?

Dear Ybets,

Thank you for crediting the bonuses.

Dear Michal,

Thank you very much for your help. It’s nice to know that casino’s can’t just get away with unethical practices and that there is help out there. The case is resolved.

Best regards,

Sebastian

Dear sebaz0rz,

Thank you for your confirmation. I am glad that our involvement played an important role in resolving the situation. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time

Best regards,

Michal

Casino Guru