Ybets Casino - 계정 검토로 인해 플레이어의 출금이 지연됩니다.

I deposited and made a withdrawal for 100¢€ and was completed in a couple of hours. At the 15th of February i deposited again and at the same day I asked for a 300€ withdrawal. Due to the one and only time i've got my money so soon, i got in touch with their live chat in 24hrs when they told me that sometimes withdrawals take a couple of days and if the transaction wouldn't be completed in 48hrs, i should get in touch with them to speed things up.

Some 2-3 days since the withdrawal was asked, i noticed that it was cancelled by them without any other notice. I contacted live chat and sent an email to their customer support of theirs and they told me this:

"We would like to inform you that your gaming session has been forwarded to the provider for review. During this period, all withdrawal requests will be temporarily suspended. Please note that the review process typically takes up to 14 days, although it may occasionally extend beyond this timeframe". I didn't get any answer on who is the "provider" and what am i been"investigated" for.

The situation is like this, till today when i got the same answer. Money are still ok my active account but i the withdrawal option is been turned off for me. I have proof to back my words for that. I also wrote to ybets discussion forum of your site, with screenshots and photos.

Dear Paleo21,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Ybets Casino.

Please allow me to ask you a few questions, so I can better understand the situation.

• Do I understand correctly there is no pending withdrawal request, due to your withdrawals being suspended?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a 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,

Tomas

Hello dear Tomas, thanks for the speedy review of my complaint. I will answer your questions one by one:

• Yes, you understood correctly, i cannot withdraw since all withdrawals are suspended (withdrawal section is deactivated with a "contact support message")

• I was playing slots

• No

Thanks for your reply.

• Did the casino conclude the verification of your gameplay since your last post?
• Were you able to request a withdrawal of your winnings?
• If the issue persists, please share any recent communication with the casino regarding the issue. My email is tomas@casino.guru

Please let me know about any further developments.

I've been waiting over a week just to get this response from YOU guys???

I think that you just dropped the case.

Anyway, i will answer your questions even if i don't expect anything drom anyone

- No, the casino hasn't concluded anything. The situation is still what it was when i filed the complaint: I have access to my account, the money is still there but the ability to withdraw is inactive

I had a chat conversation with them a couple of days ago in which they informed me that the investigation usually takes no more than a month, so my time is almost here and that i should be patient just a liitle bit more.

I do have transcript of this

Thank you very much, Paleo21, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.

At the very end of the one week deadline in which the casino should answer, you come to tell me that my case will be transferred to another colleague of yours.

I'll just drop the case, you're covering them there's no point at all

Dear Paleo21,

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

Before I invite Ybets Casino to provide further information, allow me to clarify the complaint resolution process within the Casino Guru Complaints Resolution Center. Upon receiving a complaint via email, it is assigned to one of our first responders. Their role is to assess the nature of the issue and establish a comprehensive understanding of the circumstances surrounding each individual case. Once this assessment is complete, the complaint is then transferred to a resolver – in this instance, myself, Katarina. Our responsibility is to initiate and moderate communication with the casino. Based on the information furnished by both the player and the casino, we facilitate the determination of a resolution.

Please advise whether you wish to proceed with the case resolution or drop the matter. Your prompt response would be appreciated.