Ybets Casino - Проверка аккаунта игрока задерживается.

I received the attached email on the 15th November advising me to wait up to 10 days for my account to be verified after I submitted everything required. It has now been 11 days, I have emailed several times without a response and also spoke to live chat who can’t help. I cannot make a withdrawal until this is done.

Dear broganjohnson33,

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

What types of games did you play? Were they slots, live casino games, or did you make bets on sports?

Did you accumulate your winnings with or without an active bonus?

Could you please specify which documents you provided to the casino for verification?

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, I played slots with a bonus.

I sent a picture of my bank card only showing 4 numbers, a picture of both sides of my drivers license, a utility bill and also a picture of myself with my passport in front of the ybets website

It has now been over two weeks after I was told it would be a maximum of 10 days.

Thank you very much, broganjohnson33, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.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.

Thank you, please help get this resolved asap. I have been waiting over two weeks now

Dear broganjohnson33,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Ybets Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Ybets Casino,

Could you please provide a detailed explanation of this case, including the reasons behind the delay in the player's verification process and the withdrawal?

Thank you in advance for your response!

Best Regards,

Kubo

I received the attached from Ybets 7 days ago which advised it would be 5 days to hear from management and I still haven’t heard back.

What happens if we do not receive a response?

Dear Broganjohnson33 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

I simply don’t think that is good enough. That is all I have been told, KYC is a simple process and shouldn’t take nearly a month!

It has been 28 days since I first sent all the requested information to KYC who told me then it would be a maximum of 10 day… its has just been a very poor service all around to be completely honest. Very disappointing

Still not a single update and I am getting very concerned that I aren’t going to be able to make a withdrawal.

kubo please can you respond today? Thanks

Dear Ybets Casino,

Could you please provide an update regarding this case? Why the player's verification is taking so long?

Thank you for your attention to this matter.

There has to be something more that can be done, it’s now been 35 days with no results! I want this actioned today please.

It has now been 40 days… you have to realise this is ridiculous.

Dear broganjohnson33 and Casino Guru,

We have received a response from the KYC department. 

You have successfully withdrawn 309,580,000 USDT (ERC20) in November.

The txID will be provided upon request.

Respectfully,

Ybets Casino Representative

That’s simply not true, that would be equivalent to £251,583,716.02

Still not verified!

Dear Ybets Casino,

Could you please clarify which withdrawal you are referring to in your last post? I believe there may have been a mistake, as the amount mentioned seems unusually large. It is likely that you intended to reference a withdrawal of 309.58 USD, which is approximately €300.

The player has provided screenshots indicating that their account remains unverified, and withdrawals are still not possible. Additionally, another screenshot suggests that no successful withdrawals were processed in November. Could you please explain this discrepancy?

Thank you for your attention to this matter, and I look forward to your clarification.

It has nearly been 2 months now and I still can’t make a withdrawal because your KYC aren’t doing anything. I have to reiterate I was told it would be 10 days…

Hello, it must’ve been a typo by mistake

Forget all of this. I have deleted my account, nobody has helped whatsoever. Very disappointed with all involved

Ybets, absolutely useless, worst casino I have ever used.

Dear broganjohnson33 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

Dear Ybets Casino,

Thank you for keeping us informed. I am extending the timer by an additional day until Monday, by which time we are expecting to hear back from you.

Dear Kubo,

We sent you all the information to your e-mail.

Respectfully,

Ybets Casino Representative

Dear Ybets Casino,

Thank you for your message. I've responded with additional inquiries and look forward to your reply.

Dear Kubo,

We have sent you a letter to inform you that the client has utilized all of his available funds.

Respectfully,

Ybets Casino Representative

Dear broganjohnson33,

Could you confirm whether the funds in question have already been spent at the casino?

Dear broganjohnson33,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate this case further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Best Regards,

Kubo