Ybets Casino - 플레이어의 출금이 지연되고 지급이 차단되었습니다.

Hello everyone, on February 17th I deposited with a bonus at ybets casino and won €3000. I made a withdrawal and after 5 minutes the withdrawal was cancelled and credited back to my gaming account. With constant back and forth messages they said it would take around 14 days to verify the withdrawal. That was strange enough for me because I play on other sites too and the withdrawals are processed within 24 hours, sometimes even sooner! But OK, I waited and wrote again after 2 weeks to ask what it looked like now. The answer I got was that the verification process was still taking place because there was a lot going on... and it could even be delayed by up to 30 days. I was a bit offended by that, but OK, I was patient and kept waiting. I got in touch again on March 17th and they said that the verification process had been successfully completed and I could now have my balance paid out. I was of course really happy. I made the payout straight away and after 1-2 hours all the money was canceled and reversed and the payout was blocked!!! Wow! I asked again what was going on and they said I had to do a KYC verification. I got one from them about what documents I should send off, which I did and sent everything correctly, but they always find a reason why something is wrong and drag it out as long as possible just so they don't pay out my balance. Can you please help me somehow?

Hallo an alle, ich habe am 17.2 bei ybets casino mit bonus eingezahlt gewagert und auch was gewonnen 3000€, habe eine Auszahlung getätigt und nach 5 Minuten wurde mir die Auszahlung storniert und aufs spielkonto rückgebucht mit ständigen Hin und her schreiben hieß es das es 14 Tage ungefähr dauert um die Auszahlung zu überprüfen das war mir schon komisch genug weil ich spiele auch auf anderen seiten und die Auszahlungen erledigen sich innerhalb von 24 stunden bei manchen auch früher! Aber ok ich habe gewartet schrieb wieder nach 2 Wochen wie es jetzt aussieht, als Antwort bekomme ich das der überprüfungsprozess noch dauert da viel los ist...und es sich sogar bis zu 30 Tage verzögern kann da war ich schon etwas gekränkt aber ok ich hatte Geduld und habe weiter gewartet ich habe mich am 17.3 wieder gemeldet und die meinten das der überprüfungsprozess erfolgreich beendet wurde und ich mein Guthaben jetzt Auszahlen lassen kann, war natürlich mega happy Auszahlung sofort getätigt und schon wieder nach 1-2 Stunden komplettes Geld storniert & rückgebucht und Auszahlung gesperrt!!! Wow! Fragte wieder was da jetzt wieder los ist meinten die ich muss zur kyc Überprüfung habe eine mal von denen bekommen was für Dokumente ich alle abschicken soll habe ich auch getan alles richtig geschickt aber die finden immer einen Grund das etwas nicht passt und ziehen es so lang wie möglich in die Länge nur damit sie mein Guthaben nicht auszahlen. Könnt ihr mir da bitte irgendwie helfen ?

Dear Nati0812,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please send me a link or a screenshot of the bonus you activated and played with? Was it a casino bonus, or a sports bonus?

Could you kindly specify which documents you sent to the casino and when exactly you sent the last one? Have you submitted all the documents on time and in the correct format?

Have any of your documents been successfully approved? Which of your identity documents have not been accepted by the casino yet?

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

Hello dear Veronika, thank you for the quick message!

I'm attaching the screenshot of the bonus. It was a second deposit of 100% casino bonus with which I won the money. I had previously used the 200% bonus and since I didn't win anything, I made the second deposit of 100% on February 17th and won the money there too, and have not received anything to date. After asking several times via live chat, I was constantly told to be patient, the department was looking into the case and there were delays, the KYC department only contacted me by email on March 18th and asked for my passport and my bank card for both sides, which I sent straight away. On March 19th I received another email from them saying that the photos were not in good quality. OK, I sent it again and have not received a reply to this day! I have sent several more emails to see if everything is correct now, no one has responded, and in the live chat they don't give me any information either and close the chat after every inquiry.

Hallo liebe Veronika, danke für die schnelle Meldung!

Ich füge den Screenshot zu vom bonus das war eine zweit Einzahlung von 100% casino bonus bei dem ich das geld gewonnen habe, habe davor den 200% Bonus genutzt da ich nichts gewonnen habe, habe ich die zweite Einzahlung getätigt von 100% am 17.02 und da auch das Geld gewonnen und bis heute nichts erhalten. Nach öfteren Nachfragen über den live chat hieß es ständig ich soll Geduld haben die Abteilung überprüft den fall es kommt zu Verzögerungen die kyc Abteilung meldet sich per mail bei mir erst am 18.03 und verlangen meinen Reisepass und meine Bankkarte beider Seiten die ich auch sofort in dem Moment geschickt habe, am 19.03 erhalte ich eine weitere Email von denen das die Fotos nicht in guter Qualität seien, ok, habs nochmal abgeschickt und bis heute keine Antwort erhalten! Habe wieder mehrmals eine Mail dort geschickt wie es jetzt aussieht ob alles korrekt ist keiner reagiert drauf und beim live chat geben die mir auch keine Auskunft und schließen die chats nach jeder Nachfrage.

Hello, do you have any information yet? Best regards

Hallo, haben Sie schon welche Informationen? Liebe Grüße

Thank you for your reply.

When uploading photographs for verification, please keep the following guidelines in mind:

• The photo should be clear and of high quality.
• All information on the document should be fully visible.
• Your face should be completely visible and not covered by the document.

Could you please forward the most recent documents you submitted to the casino for verification to veronika.f@casino.guru?

Additionally, could you confirm:

1. Have any of your documents been approved in the meantime?
2. When was the last time the casino contacted you regarding your account verification?

Hello, I have just sent you all the documents that ybets casino requested from me for the kyc verification to the above email address and have not received any response from them since.

The last time they contacted me was on March 18, 2025.

The documents have not yet been approved.

Hallo, ich habe Ihnen soeben auf die oben genannte Email Adresse alle Dokumente zugeschickt die das ybets casino von mir für die kyc Überprüfung verlangt hat und seit dem keine Reaktion von denen.

Das letzte mal haben die mich am 18.03.2025 kontaktiert.

Die Dokumente wurden noch nicht genehmigt.

Thank you very much, Nati0812, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.

Dear Nati0812, I've just reviewed your case and I’m sorry that you’re facing this challenge with verification. I will reach out to the casino and see what can be done to help you once they reply.

Dear Ybets Casino, I'd like to invite you to join this conversation and assist us in resolving the player's complaint. Could you please share more information regarding the case? Specifically, please confirm if you have received all the requested documents from the player. What was the reason for not accepting them? Can you please specify what are your current requirements for the player's KYC?

I look forward to hearing from you. If you have any supporting evidence, please send it to my email at natalia.b@casino.guru.

Kind regards,

Natalia

Dear Nati0812 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, we appreciate you checking the issue. I will extend the timer for you for 7 more days. Let us know once you have updates.

Dear Nati0812 and Casino Guru,

The client is still undergoing verification. We are awaiting the client's submission of the requested documentation.

We will ensure that they process your request as soon as possible.

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 Nati0812, can you please update us if you have received any emails from the casino? If yes, what additional documentation did they request to provide?

Dear Casino Guru,

Yesterday, on April 15, 2025, I received an email from the casino asking me to send my selfie again with my document in my hand and the casino website in the background. I did that.

Since March 18, 2025, they haven't responded to the first document submission! I sent everything correctly and in good quality.

Liebes Casino Guru,

Ich habe gestern am 15.04.2025 eine Email vom Casino erhalten das ich erneut mein selfie mit meinem dokument in der hand mit der casino website im Hintergrund abschicken soll, das hab ich auch gemacht.

Seit dem 18.03.2025 haben die keine Reaktion von sich gegeben von der ersten dokumenten versendung! Ich habe alles richtig und in guter Qualität abgeschickt

Would you mind sharing these documents with us, too? You can send them to my email at natalia.b@casino.guru. The files will only be used for our internal analysis to make sure that they meet the requirements and should be accepted. They won't be disclosed or shared with any third parties. Thank you.

I have just sent the documents to forwarded.

Habe soeben die Dokumente an natalia.b@casino.guru weitergeleitet.