Ybets Casino - Вывод средств игрока задерживается из-за проверки аккаунта.

I deposited 600 EUR on 2024/11/30 and got more then 125% bonus in YBS (their bonus money currency). I lost all my EUR money but was lucky with the bonus money and after fullfilling the wager requirements I changed the YBS money in USDT. Then I started 2 withdrawal of 1000 USDT each to my krypto account (2024/12/01 and 2024/12/02). After some days they canceled my pending withdrawals. Until today I can not withdraw my money, because they say "Withdrawal isn’t possible

Your previous bets are being reviewed by game or sport provider to ensure the fair play. You can withdraw again once review is completed". So the "review" is already taking almost 4 weeks and I don't get any information about how long the verification will take. My emails are not being answered.

Dear Torkon2000,

Thank you for submitting your complaint. I'm sorry to hear about the issue you're experiencing. To better understand the situation and assist you effectively, I’d like to ask a few questions:

• When did you register your account, and were you able to complete the account verification process successfully?
• Which types of games have you been playing (e.g., live casino games, slots, or sports betting)?
• Have you had any successful withdrawals from this casino in the past?
• If you have any relevant communication regarding this matter, could you please forward it to petronela.k@casino.guru?

I look forward to your response and hope we can resolve this issue as quickly as possible.

Best regards,

Petronela

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Hello, thanks for the feedback. Here are the answers.

I have been playing at this casino since July 2024 and have successfully cashed out winnings many times. I only play slots there.

Greetings Christian

Hallo, danke für die Rückmeldung. Hier die Antworten.

Ich spiele in diesem Casino seit Juli 2024 und habe auch schon oft erfolgreich Gewinne ausgezahlt. Ich spiele dort nur Spielautomaten.

Gruß Christian

Thank you very much, Torkon2000, for providing all the necessary information. I will now transfer your complaint to my colleague, Romi (romana.r@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear Torkon2000,

I'm Romi, 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 [Inmerion Casino]'s representatives to join this discussion and provide any available information to help resolve this issue.

Dear Ybets Casino [Inmerion Casino],

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Dear Torkon2000 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

Greetings all.

Thank you, Ybets Casino Representative, for providing the information.

Dear Torkon2000, please let us know when you receive the payment.

Thank you.

Reagrds,

Romi

Hello, I am still unable to withdraw my money. Nothing has changed.

Hallo, es ist mir weiterhin nicht möglich meine Geld auszuzahlen. Es hat sich nichts geändert.

Hello, I have been waiting for 48 days for my bets to be checked so that I can then withdraw my winnings. My withdrawal function has been blocked for 48 days. The casino does not provide any information on how long the check will take. Please help me solve this problem. Regards, Christian

Hallo, seit 48 Tagen! warte ich darauf, dass meine Spieleinsätze kontrolliert werden und ich dann meine Gewinne auszahlen kann. Seit 48 Tagen ist meine Auszahlungsfunktion gesperrt. Das Casino macht keine Angaben, wie lange die Prüfung dauert. Bitte unterstützen sie mich bei der Lösung dieses Problems. Gruß Christian

Greetings all.

Dear Ybets Casino [Inmerion Casino],

Could you please provide detailed information regarding this?

Thank you in advance for your response.

Best regards,

Romi

Dear Torkon2000 and Casino Guru,

Please be advised that we have received a response from the provider.

Our anti-fraud team has no further questions for you, and the check has been successfully passed.

Respectfully,

Ybets Casino Representative

Hello, I was actually able to request a withdrawal on January 28th. Today this withdrawal was rejected and support told me that my account was being checked (again). Now withdrawal is not possible again

Hallo, ich konnte tatsächlich am 28. 01. eine Auszahlung beantragen. Heute ist diese Auszahlung abgelehnt worden und der Support teilte mir mit. Das mein Konto (wieder) überprüft wird. Jetzt ist wieder keine Auszahlung möglich

Greetings all.

Dear Ybets Casino [Inmerion Casino],

Could you please provide some information regarding this?

Thank you in advance for your response.

Best regards,

Romi

Hello, now a withdrawal is possible again and I have submitted another withdrawal request. I will get in touch as soon as this request has been processed. Kind regards, Christian

Hallo, nun ist wieder eine Auszahlung möglich und ich habe erneut einen Auszahlungsantrag gestellt. Ich melde mich, sobald dieser Antrag bearbeitet wurde. MFG Christian

Hi, the payout was canceled again and the payout function was blocked. When I asked, I was told that I now have to submit a passport or a driver's license.

I successfully passed the verification process months ago, but the casino always seems to find new ways to delay the payout.

Of course I sent a copy of my drivers license to KYC...

Hi, die Auszahlung ist erneut abgebrochen worden und die Auszahlungsfunktion gesperrt. Auf Nachfrage wurde mir nun mitgeteilt, dass ich jetzt einen Pass oder eine Drivers Licence einreichen soll.

Den Verification Process habe ich schon vor Monaten erfolgreich bestanden, aber das Casino findet scheinbar immer neue Wege die Auszahlung zu verzögern.

Ich habe natürlich eine Kopie meiner Drivers licence an KYC gesendet...

Dear Torkon2000 and Casino Guru,

The client is still undergoing verification. We are awaiting the client's submission of the requested documentation.

We will ensure that they process your request as soon as possible.

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

Hello Ybets Casino, I sent the requested document to kyc 5 days ago.

Hallo Ybets Casino, das angeforderte Dokument habe ich schon vor 5 Tagen an kyc gesendet.

Hello all.

Thank you, Ybets Casino, for the update.

Please let us know when the verification is done.

Thank you in advance.

Respectfully,

Romi

Dear Torkon2000 and Casino Guru,

I can confirm that all the necessary documents have now been provided.

As such, the funds can be withdrawn.

Respectfully,

Ybets Casino Representative

Hello all.

Thank you, Ybets Casino Representative, for your confirmation.

Dear Torkon2000,

Could you inform us whenever you receive your withdrawal, please?

Thank you.

Best regards,

Romi

Hello, I was able to successfully withdraw my money from the casino account. Many thanks to Casino Guru for the support.

Hallo, ich konnte nun mein Geld erfogreich vom Casino Konto abheben. Vielen Dank an Casino Guru für die Unterstützung.

Thank you, Torkon2000, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Romi

Casino.Guru