Ybets Casino - Die Auszahlung des Spielers verzögert sich aufgrund einer Überprüfung.

Good morning, the casino has canceled the withdrawal and now I can't proceed with it because it says: Your previous bets are under review by the game or sports provider to ensure fair play. You will be able to make a withdrawal again once the review is complete. In the chat they said it takes 14 days, sometimes even a month or more; they were vague.

Dear derik8293x,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.

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

• Could you please advise if your account has been fully verified?
• Have you previously successfully withdrawn winnings from this online casino?
• Since when have you been attempting to withdraw your winnings?
• Could you please share with me your communication with the casino regarding the issue to support your complaint? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Looking forward to hearing from you.

Best regards,

Tomas

• no, they didn't ask for kyc
• no, never withdrawn. It's the first withdrawal.
• 9 may
• yes

Thanks for your reply.

• Has the casino concluded the investigation of your gameplay since your last post?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

Please let me know.

• No
• Scommesse sportive

Thank you very much, derik8293x, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Hello derik8293x,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear derik8293x,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Ybets Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Ybets Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Dear derik8293x 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,

I’m following up to kindly ask if there are any updates regarding your review of the player’s case. Could you please clarify the reasons behind the delay in processing the withdrawal and inform us of the next steps?

Thank you for your cooperation.

Dear derik8293x and Casino Guru,

Our KYC department expects you to take selfies in front of our platform. 

Detailed instructions have been sent to you via email.

Respectfully,

Ybets Casino Representative

Dear Ybets Casino,

Thank you for the information.

Dear derik8293x,

Have you submitted the requested selfie in accordance with the casino’s requirements?

Thank you for your cooperation.

yes, i did it

Dear derik8293x,

Thank you for the update.

Dear Ybets Casino,

Could you please provide an estimated timeframe for completing the review and approval of the player's withdrawal?

Thank you for your assistance.

Dear derik8293x and Casino Guru,

We have forwarded all the information to our KYC department and will receive a response on Monday during office hours. 

We appreciate your understanding and patience during this festive season.

Respectfully, 

Ybets Casino Representative

Dear Ybets Casino,

Thank you for the information. I’m extending the timer by one week to allow your KYC department sufficient time to complete the review.

Dear derik8293x 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 Representativ

Dear Ybets Casino,

Thank you for the update.

Dear derik8293x,

Could you kindly let me know once you’ve received the funds?

Thank you in advance.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear derik8293x,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kubo