Ybets Casino - Nach einem Fehler fehlen die Gewinne des Spielers.

I've been playing on ybets the whole time without any error messages or anything else, and I've also lost large stakes. Suddenly, I got an error message saying that my baccarat hand wasn't accepted and that there was no money in my account. Luckily, I have a video showing that I have enough account balance and that the baccarat hand should be considered valid. So, I played 465 on banker and the bet won, but I didn't win anything. This happened out of nowhere. I would like you to help me contact ybets and add my missing winnings to my account balance. Thanks, Casino Guru.

I've tried to upload the 30-second video here several times, but unfortunately it won't let me...

Ich habe die ganze Zeit auf ybets gespielt ohne fehlermeldungen oder sonst was habe auch große einsätze verloren aufeinmal hab ich eine fehlermeldung bekommen indem stand das meine Baccarat Hand nicht akzeptiert worden ist und das kein Geld auf meinem Konto wäre???? Ich habe zum Glpck Videobeweris wo zeigt das ich genug Konto guthaben hab und das die Baccarat hand als giltend gemacht werden sollte somit habe ich 465 auf bankier gespielt und dei wette gewann und ich hab keinen Gewinn bekommen. Das passiert auf einmal aus dem nichts ich möchte das sie mir helfen ybets anzuschreiben und meine fehlende gewinne auf mein kontoguthaben aufzusladen. danke casino guru

Ich hab öfters versicht das 30 sekündige video hier einzuschicken leider lässt es mich nicht...

Dear mihaelstnc,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. In order to assist you better, could you please provide us with some additional information?

• Was the bet that you wanted to place deducted from your account?
• When exactly did this issue occur? Please provide the date and time.
• Can you describe what steps you took after receiving the error message?
• Have you attempted to reach out to Ybets support regarding this issue? If so, what was their response?

Please forward me the video of the error you experienced at veronika.f@casino.guru, or post a link here.

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

The money I placed was refunded, but I have to say that for the first time, the bet was simply not accepted even though I had sufficient funds. I don't understand why this happened even though I had sufficient funds.

April 16 at 16:53 I played Baccarat

I immediately started writing to support and received an email, and they wrote to me explaining all the evidence and everything in detail.

Dear Player!

Greetings from Ybets Customer Support.

Unfortunately, we are unable to fully understand the details of your request with the information provided.

To assist you more effectively, we kindly request that you please elaborate on your inquiry.

Any additional context, relevant information, or screenshots you can provide will greatly aid us in better addressing your needs.

We appreciate your understanding and cooperation in this matter.

In the email, they explained to me that I didn't have enough evidence and that they needed as much information as possible to solve the problem, but I explained it exactly as I did to them. What's not clear about that? My winnings of $465 were taken from my pocket because the bet was simply not accepted, with the following message: "The balance is insufficient to play the bet."

How could my balance be insufficient when you can clearly see that I have 1300 in my account and I'm playing a 465 hand? How is that possible? This happened to me once and never again. Therefore, I'm requesting a refund of my missing winnings. Thanks, Casino Guru.

Best regards

Das Geld was ich platziert habe wurde zurückgebucht aber ich muss sagen das die Wette zum ersten mal einfach nicht akzeptiert worden ist obwohl ich genug Guthaben hatte. Ich versteh nicht wieso das passiert ist obwohl ich genügend Gzthaben hatte.

April 16 um 16:53 Baccarat hab ich gespielt

Ich hab sofort den Support angefangen anzuschreiben habe auch eine Email bekommen und hab ihnen alle beweise und alles ausfürlich erklärt das haben sie mir geschrieben.

Dear Player!

Greetings from Ybets Customer Support.

Unfortunately, we are unable to fully comprehend the details of your request with the information provided.

To assist you more effectively, we kindly request that you please elaborate on your inquiry.

Any additional context, relevant information, or screenshots you can provide will greatly aid us in better addressing your needs.

We appreciate your understanding and cooperation in this matter.

Sie erklären mir in dieser genannten Email das ich nicht genug Beweise hätte und das sie so viel Informationen wie möglich brauchen um das Problem zu lösen aber ich hab es genau wie bei ihnen erklärt. Was versteht man daran nicht? Der Gewinn von 465 wurde mir aus der Tasche gezogen weil die Wette einfach nicht akzeptiert worden ist mit folgenen Text "Der Guthaben reicht nicht aus um did Wette zu spielen"

Wie soll mein Guthaben nicht ausreichen wenn man klar sieht ich hab 1300 auf dem Kontoatand und spiele eine 465 Hand wie ist das möglich das ist mir einmal und nie wieder passiert. Deshalb ersuche ich um Rückerstattung von meinem Fehlenden Gewinn. Danke Casino Guru

Mit freundlichen Grüßen

Casino replies to my email as follows:

Dear Player!

In order to investigate the issue, please provide the following information:

1. The game and game provider.

2. The date and time of the bet.

3, Amount of the bet.

4. Your time zone.

The more information you give, the faster we will be able to solve this issue.

Kind regards,

Aaron

Ybets

Support Team

I then replied as shown in the video evidence:

1. Baccarat Ezugi

2. April 16, 2025 16:53

3. €465 played on Banker

4. Europe Time GMT

Best regards

Casino antwortet auf meine Email folgenedes:

Dear Player!

In order to investigate the issue, please provide the following information:

1. The game and game provider.

2. The date and time of the bet.

3, Amount of the bet.

4. Your time zone.

The more information you give, the faster we will be able to solve this issue.

Kind regards,

Aaron

Ybets

Support Team

Dazu habe ich das dann geantwortet wie auf dem Beweis video zu sehen:

1. Baccarat Ezugi

2. 16.April 2025 16:53

3. 465€ played on Banker

4. Europa Time GMT

Mit freundlichen Grüßen

Dear mihaelstnc,

Thank you again for providing additional details regarding your experience.

After thoroughly reviewing the information, including your description of the issue and the clarification that your balance was not debited, we must respectfully reject this complaint. Based on our understanding, your bet was not accepted due to a technical issue, and as a result, no funds were deducted from your balance. Therefore, from the casino’s point of view, there was no confirmed bet placed, and no winnings can be paid out.

While we understand this situation must have been frustrating, especially given your account balance at the time, it’s important to note that only successfully placed and confirmed bets are eligible for potential payouts. A temporary error or miscommunication during the placing of the bet, as unfortunate as it is, does not result in a valid claim for winnings.

Thank you for your understanding.

Best regards,

Veronika