Ybets Casino - Выход игрока задерживается, а коммуникация отсутствует.

1. On November 13, 2024, I made a request to withdraw my funds from account # User*********. But the money was not withdrawn. I was playing in a casino.
2. I contacted support via Live-chat, after which I received a message via email c*********@gmail.com that I needed to send photos of the document and a selfie. The request came from the email 2082843531@tickets.helpdesk.com
3. 11/16/2024 I sent it by mail kyc@ybets.net requested documents. On 11/21/2024 I received a response that my documents were accepted.
4. After that, on 09.12.2024 and 16.12.2024, I wrote twice to the mail asking what the result of checking my documents was. I have not received an answer yet
5. 10.12.2024 from mail kyc@ybets.net I received a request for an energy bill
6. I provided a photo of my energy bill on 10.12.2024. After that, on 13.12.2024 and 16.12.2024, I wrote to the email kyc@ybets.net to find out the results, but there is no answer
7. I also wrote to the mail on 12/20/2024 kyc@ybets.net , kyc@ybets.io , 2082843531@tickets.helpdesk.com but no one answers me

1. 13 ноября 2024 г. я сделал запрос на вывод своих средств из аккаунта № User*********. Но деньги мне не вывели. Я играл в казино.
2. Я обратился в поддержку в Live-chat, после этого по почте c*********@gmail.com мне поступило сообщение о том, что необходимо прислать фотографии документа и селфи. Запрос поступил с почты 2082843531@tickets.helpdesk.com
3. 16.11.2024 я направил на почту kyc@ybets.net запрошенные документы. 21.11.2024 я получил ответ, что мои документы приняты.
4. После этого 09.12.2024 и 16.12.2024 я два раза написал на почту с вопросом, какой результат проверки моих документов. Ответа я не получил до сих пор
5. 10.12.2024 с почты kyc@ybets.net я получил запрос на предоставление energy bill
6. Я предоставил фотографию своего energy bill 10.12.2024. После этого 13.12.2024 и 16.12.2024 я написал на почту kyc@ybets.net, чтобы узнать результаты, но ответа нет
7. Также я 20.12.2024 написал на почту kyc@ybets.net, kyc@ybets.io, 2082843531@tickets.helpdesk.com но мне никто не отвечает

Dear Iaroslav,

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. 

Have you made any successful withdrawals before? 

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

Have you requested a new withdrawal since the previous one was canceled?

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.

I answer the questions asked:

1. I made successful withdrawals twice: 03.08.2024 and 29.09.2024, I am attaching a screenshot
2. I accumulated the winnings without a bonus, because at the first withdrawal I refused the bonus funds, they were cancelled and then I withdrew only deposit (real) funds
3. I requested funds only on 11/13/2024 and was refused, after that the ability to make withdrawal requests was blocked, I am attaching a screenshot
4. Yes, I used VPN, country Luxembourg, the address was always the same 82.2****.37

Any other questions?

Отвечаю на заданные вопросы:

1. Успешные выводы я делал 2 раза: 03.08.2024 и 29.09.2024, скриншот прилагаю
2. Выигрыш я накопил без бонуса, потому что при первом же выводе отказался от бонусных средств, их аннулировали и дальше я выводил только депозитные (реальные) средства
3. Я запросил средства только 13.11.2024 и был отказ, после этого возможность делать запросы на вывод была заблокирована, скриншот прилагаю
4. Да, я использовал ВПН, страна Люксембург, адрес всегда был один и тот ж 82.2****.37

Есть еще какие-либо вопросы?

Dear Iaroslav, have you received any results of the verification or game session checks?

Did you use a VPN to bypass any restrictions?

What games did you play?

1. 12/24/2024 I received a request to provide documents confirming my income. I sent a certificate from the bank on the same day, there is still no answer
2. Yes, I used VPN of Luxembourg, IP 88.204...37
3. I mainly played the casino game Live Roulette

1. 24.12.2024 я получил запрос на предоставлении документов, подтверждающих мой доход. Справку из банка я отправил в тот же день, ответ до сих пор нет
2. Да, я использовал ВПН страны Люксембург, ip 88.204...37
3. В основном я играл в игру казино Live рулетка

Dear Iaroslav, have your income verification documents been approved?

Has the casino requested any additional documents from you?

Dear Iaroslav,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.