Ybets Casino - Die Gewinne des Spielers wurden konfisziert.

Hello, I played a free bonus of $10 and met the requirement of wagering up to $1,000. I reached the set amount, and the minimum withdrawal was $40. When I went to withdraw, they asked me to make a deposit. I made the deposit, then proceeded to withdraw, and they canceled the withdrawal. Once canceled 😡, they took all my winnings, my money from the bonus, and my deposit. They are shameless, and they told me it was because of a multiple account issue. I did not create any multiple accounts. I need them to give me my winnings, totaling $41.25, which I withdrew in crypto USDT via the Polygon network.

Hola ,jugué un bono gratis de 10 usd hice El requisito que era jugar hasta 1000 usd, llegue a la cantidad establecida, el mínimo de retiro era 40 usd,cuando voy a retirar me pidieron que haga un depósito hice el depósito, luego retire y me cancelan el retiro, una vez cancelado 😡 me sacaron todas mis ganancias, mi dinero ganado con el bono y mi depósito, son unos sinvergüenzas, y me dicen que es por múltiple cuenta yo no cree ninguna múltiple cuenta, necesito que me den mis ganancias son un total de 41.25 usd que retire por crtypto usdt red Polygon

Dear Bigpoker,

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

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

Did you use a VPN?

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, 

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello, I will answer your questions step by step.

1) I have my personal device, therefore no one can use it

2) I don't use VPN

3) They did not ask me for KYC since the casino says that it makes payments without KYC verification, they never asked me for anything, in fact, when registering on their casino page, a registration form is filled out where only the email and password are requested and nothing else and the user is automatically created, it is the one I enter and appears in my photo, I passed, they did not ask me for my first or last name, date of birth or address, nothing, it is a page that establishes a kind of anonymous registration and its withdrawals are without KYC.

Hola contesto sus preguntas por paso

1) tengo mi dispositivo personal, por lo tanto nadie puede usarlo

2) no utilizo VPN

3) no me solicitaron Kyc ya que el casino dice que hace pagos sin verificación de kyc nunca me solicitaron nada es más al registrarse a su página de casino se llena un formulario de registro donde solo se pide el correo electrónico y la contraseña nada más y el usuario se crea automáticamente es el que coloque y sale en mi foto que pase , no me pidieron en el registro ni nombre ni apellido ni fecha de nacimiento ni dirección nada, es una página que establece una especie de registro en anonimato y sus retiros son sin kyc

Dear Bigpoker, has anyone in your household or sharing your IP address also created an account at this casino? It doesn't need to be the same device.

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

They don't share my iP or my device with anyone, I live alone therefore no one creates anything, I live alone and I can't share anything because the casino, I sent messages and no one answered me by email, only chat support answered me, I attached a screenshot, then I contacted them by email support, they didn't answer me anything, they are not answering, they are playing dumb, a lack of respect, I'm tired, I need a solution.

clarification I never created multiple accounts, nobody ever used my iP, I have my own device, they don't ask for Kyc and I live alone, please 🙏 I need what I earn

No comparte mi iP ni mi dispositivo con nadie vivo solo por lo tanto nadie creo nada vivo solo y no puedo compartir nada porque el casino le envié mensajes y nadie me contestó por email solo soporte chat me respondió le adjunto captura luego me comuniqué con ellos por soporte de correo electrónico no me contestaron nada están sin contestar se hacen los tontos,una falta de respeto, estoy cansado necesito una solución.

aclaración nunca creé múltiple cuentas, nunca nadie uso mi iP, tengo dispositivo propio, no piden Kyc y vivo solo, por favor 🙏 necesito lo que gane

Thank you very much, Bigpoker, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you Bigpoker for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Ybets Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and winnings confiscated.

Thank you!

Dear Bigpoker 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 Bigpoker and Casino Guru,

This player has been found to have duplicates.

This is strictly forbidden according to our rules.

Consequently, the account in question has been blocked.

We can send all proofs at your first request.

Respectfully,

Ybets Casino Representative

Thank you for the update Ybets Casino representative. Would it be possible to provide me with evidence of duplicate accounts? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear Bigpoke and Casino Guru,

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

Respectfully,

Ybets Casino Representative

When are they going to give me my winnings because the casino is taking so long? It is easy to give me what I am entitled to, not make up excuses and everything would be resolved and I would rate the whole process well.

Cuando van a darme mis ganancias porque se demora tanto el casino que fácil es darme lo que me corresponde no inventar excusas y se solucionaría Todo y calificaría bien todo el proceso

I need a solution I want you to give me what I earn just, also explain to me what happens?

Dear Bigpoker and Casino Guru,

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

Respectfully,

Ybets Casino Representative

They've been holding me back for a month now, this is crazy, incredible.

Me tienen con este asunto hace un mes un mes es de locos esto,increíble

Dear casino guru can you tell me what is happening? I need help

Querido gurú casino me puede informar que sucede? Necesito ayuda

Dear Bigpoker and Casino Guru,

Following a thorough review, we have identified that this user is a duplicate.

This practice is strictly prohibited by our company's regulations.

We can provide all the evidence relevant to this issue via email. 

Respectfully,

Ybets Casino Representative

Thank you for the update Ybets Casino representative. Would it be possible to provide me with evidence of duplicate accounts? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear Peter,

We sent you an e-mail with proof.

Respectfully,

Ybets Casino Representative

Thank you for providing me with the information Ybets Casino representative.

Bigpoker, the casino has provided me with evidence of 5 duplicate accounts connected to yours. We strongly advise against multi-accounting as it can lead to similar situations in the future. Casinos has many ways to check for this activity and in this instance, we believe the steps they have taken to be justified. Subsequently, this complaint will be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter