Ybets Casino - 플레이어의 상금이 압수되었습니다.

Ybets.io, formerly known as Inmerion Casino until its rebranding just a few days ago, has confiscated my winnings of $16,425.00 USD. Dealing with this casino has been an absolute nightmare.

On May 17th, I won 40,000 USDT using a $2,000 IMR bonus provided to me as a VIP player (I’ve spent thousands on this site previously). The VIP manager, Alaia, stated that the bonus had a 20x payout limit if I met the wagering requirement. I completed the bonus wager requirement, and my balance was 81,000 IMR at the time of completion (IMR is their bonus currency, which is 1:1 with USD). As agreed, they converted my bonus money into a 40,000 USDT real money balance due to the 20x limit.

The VIP manager sent me a congratulatory email, stating that I could either continue playing or cash out: "Congratulations on your win! Excellent job—very impressive! 👍🎉 You now have the option to either continue playing or request a withdrawal."

Shortly after, I had a conference call with one of their employees, as they wanted my opinion on certain things on their website. She mentioned hearing about my big win, as everyone was talking about it. Everyone was very nice and their customer support was great. I then attempted to cash out, but the VIP manager emailed me, stating that the financial department had concluded their hours for the week and would process the payment early next week. I waited, and on Monday, she sent me an email saying, "There was a 20k limit to the bonus payout and I deeply apologize for this mistake as I’m new to the casino. However, to make it up to you, we will still honour the 40k, but there is a daily payout limit of 4k for these winnings." Although this email was odd, I agreed to it and proceeded to request daily 4k withdrawals.

On May 22nd, I played live blackjack and won an additional $16,425 USD by risking my current balance at the time. To be clear, I was using my real money balance, and they even encouraged me to keep playing after my big win (I've attached a photo of their email saying this). After winning this amount, I emailed them to see if my daily withdrawal limit could be increased. They congratulated me on this win but said my daily withdrawal limit remained unchanged.

On May 24th, I received an email stating that after further review, any excess money over 20k in my balance would be corrected (at the time, my balance was $36,425.00 after making 20k in withdrawals). They claimed that I was not eligible to withdraw the $16,425 USDT I recently won because "these winnings originally stemmed from the VIP bonus with a max cashout of 20x." This is nonsense as I risked my own real money balance to win this, and they even encouraged me to keep playing. I’ve emailed them stating that I am entitled to the funds, that I risked my real money balance to win these funds, and that these winnings were not attached to any bonus terms. I also mentioned that I would be filing a complaint/taking legal action if I was not paid my rightful winnings. They then proceeded to freeze my account and told me that my account would remain frozen until the legal matter was concluded or unless I stated that I wouldn't proceed with any legal action. Out of fear of never seeing my funds again, I told them I wouldn't proceed with any legal action, and they reopened my account and continued the daily 4k withdrawals.

On May 31st, they finished paying the 40k and confiscated the $16,425 from my account.

It is evident that they are upset that I won more money. I have read all their terms and conditions, and nothing states that you can't win more money after your bonus funds are converted to a real money balance.

I kindly ask Casino Guru to aid me in retrieving my funds and for Inmerion/YBets to cooperate with this matter.

Dear danny1234,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem and understand your concern.

Could you please advise how you see the balance in your account? Is the bonus balance shown separately from the real balance?

Do I understand correctly that after your winnings were capped at $40,000 and the rest of your balance won from the bonus disappeared, you were allowed to have one pending withdrawal request of $4,000 at a time, and while you were waiting for the withdrawals to be processed, you continued playing with the remaining money in your account?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi Veronika,

The balance was shown as a real money balance in USDT until they deducted the $16425 USDT, rendering my balance to zero now.

Yes that is correct. I initially won 40,000 USDT, they congratulated me and encouraged me to keep playing as shown in the email I’ve attached. While waiting to have my withdrawals processed (At this point they’ve already processed one $4000 USDT withdrawal), I increased my real money balance by $16425 USDT by playing BlackJack. They then decided to confiscate those funds. Yes I was allowed to have one $4000 withdrawal per day. If you require any additional information or proof please let me know.

Thank you for your assistance, I hope you can help resolve this and retrieve my funds.

Dear Danny1233!

The personal no deposit bonus you received came with specific custom restrictions.

Your account was credited with a 2000 IMR no deposit bonus, which includes a 30x wagering requirement and a maximum cashout limit of 20 times the bonus amount.

This means that even if you have additional winnings after meeting the bonus requirements, the maximum amount you can withdraw with this bonus is $40,000.

Since the $16,425 is considered additional winnings from the bonus and exceeds the maximum cashout limit, this amount has been deducted from your balance.

We understand that this situation might be disappointing, and we truly empathize with your feelings.

However, we must note that we adhered strictly to the bonus terms and conditions.

These terms are designed to ensure fair play and maintain the integrity of our promotional offers.

We strive to be transparent and fair in all our dealings, and these rules are put in place to create a balanced and enjoyable experience for all our players.

If you have any further questions or need additional clarification regarding the bonus terms, please do not hesitate to contact us anytime. 

Thank you for your understanding in this matter.

Best Regards,

Ybets Casino

Hi,

I want to clarify that it was certainly never included in the bonus terms that you cannot win more using your real money balance. It's not included in their terms and conditions as well. The photo I privately shared with Casino Guru shows the specifics of the bonus terms provided. The funds I used were not bonus funds, they had already been converted into a real money balance, but they are claiming my wins "stem" from the bonus winnings. I risked my real money balance to win these funds, I could've ended up with zero. I even made a successful withdrawal using the funds before my $16425 win. Please note that Ybets/Inmerion is intentionally trying to make new rules to avoid my rightful payout. Again, I want to clarify that Ybets/Inmerion encouraged me to keep playing after my initial 40k win was converted to a real money balance: "Congratulations on your win! Excellent job—very impressive! 👍🎉 You now have the option to either continue playing or request a withdrawal."

Ybets/Inmerion, I kindly ask you again to resolve this matter.

Thank you very much, danny1234, for providing all the necessary information. 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 in the near future.

Hi danny1234,

I'm taking over your complaint.

Dear Ybets Casino team,

After reviewing all available information, we see no reason why the player's winnings should be confiscated. The player was informed that his winnings from the bonus were already capped and were available for withdrawal or further play. There was no word of applying the bonus max win cap to his real money balance and therefore he should get paid in full.

We removed danny1234's last reply as per his request.

Dear Peter and danny1234!

The additional information about this case was sent to peter.m@casino.guru.

If you require any additional information or clarification, please do not hesitate to contact us.

Respectfully,

Ybets Casino Representative

Dear Ybets Casino team,

Thank you for your email. I have reviewed it but found no new information. The player was advised they could either keep playing or withdraw their winnings and that the max win cap was already applied. How would the player have known they couldn't withdraw additional winnings? No player would keep playing if aware of this. By this reasoning, losing the winnings after continuing play would be acceptable, but winning more would not allow withdrawal. If the winnings were in the player's cash balance and wagering requirements were met, they should get paid in full. If the player doesn't get paid, the complaint will become unresolved which will negatively affect the casino's rating.

Dear Danny1233 and Peter!

We appreciate your patience and understanding regarding this issue.

Rest assured, we are diligently working on it and will provide you with an update at the earliest opportunity.

Best regards,

Ybets Casino

Hi Peter,

It is clear Ybets is purposely stalling time, week after week.

Dear Ybets Casino team,

It's been two weeks since my last message. I believe the situation is clear and there's no need for further investigation. The player should get paid, otherwise the complaint will become unresolved which will affect the casino's rating. Please let us know your decision by tomorrow.

Dear Peter!

Although the winnings from the no deposit bonus was a subject of a maximum cashout restriction, we respect you your decision and will credit the account in question with 16, 425 USDT.

Our finance department is already handling this matter.

Once we add funds to the player's balance, we will notify Danny1234 directly and will provide you with the final update.

Thank you for your help and patience.

Respectfully,

Ybets Casino Representative

Dear Ybets and Peter,

I really appreciate you have decided to pay me. Thank you for this as this money means a lot to me. I just kindly ask you to do this soon. Right when I receive my funds in my personal crypto wallet I will notify everybody here so that Peter can mark this complaint as resolved.

Thank you

Dear Ybets Casino team,

Thank you for reconsidering and for your help.

Dear danny1234,

Looking forward to any updates regarding your payment.

Dear Peter,

I still haven’t received my funds from Ybets yet.

Danny1233 and Peter,

We are pleased to inform you that your account has been successfully credited with 16,425 USDT.

Thank you for your patience, and we look forward to resolving this matter promptly.

Best regards,

Ybets Casino Representative

Dear Ybets,

Thank you for this, but you’ve set the withdrawal limit to only $2500 per week and $8000 per month. At this rate it will take 2 months to withdrawal.

Can you kindly increase the limit? Before it was 4k per day with no monthly limit.

Dear peter,

I kindly ask you not to close this complaint until I receive my whole balance.

Thank you

Hi all,

Thank you for your replies.

Dear danny1234,

I've replied to your emails. I'm sure you understand that we can't keep the complaint open for potentially two more months. After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter