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11 days ago I requested a withdrawal. It was canceled and I was asked for documents. I sent them to the provided email. And no one has responded despite several questions I sent them. Live chat claims that no impact on the work of kyc and there is no news.

Dear kszysio,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

exactly 14.11.2024 3-4 am

That day I sent the necessary documents. I do not receive any response. Live chat informed me that verification takes a maximum of 10 days.

Complete lack of knowledge and no response. Support has no information, I have to write to kyc which does not respond.

dokładnie 14.11.2024 3-4 am

Tego dnia wysłałem potrzebne dokumenty. Nie otrzymuje żadnej odpowiedzi . Live chat poinformowa mnie ze veryfikacja trwa maksymalnie 10dni.

Calkowity brak wiedzy i beal odpowiedzi. Support nie ma zadnych informacji , mam piaac do kyc ktory nie odpowiada.

Dear kszysio,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

nothing has changed. yesterday I got information to send a photo again with my ID in my hand against the background of the monitor with their casino page open. because the one I sent first is a bit inaccurate

But it's hard to take a selfie that includes me, the inscriptions in the ID card, and the entire background behind me.

I sent them a few photos and they haven't responded for over a day. And the payment is blocked.

They will probably write again that they have another 10 days

nic sie nie zmienilo. wcZoraj dostalem informacje abym ponownie wyslal zdjecie z dowodem w reku na tle monitora z otwartą stroną ich kasyna. bo to które wyslalem najpierw jwst troszkę niedokladne

Ale cieZko jest zróbcie selfie aby obejmowlao mnie, napisy w dowodzie oraz cale tlo za plecami.

Wysłałem im kilka zdjęć i od ponad doby sie nie odzywaja. a wyplata zablokowna.

Pewnie znów napiszą ze maja kolejne 10 dni

It's been about 18 days and the payment is still blocked.

Change their rating because you are encouraging other players to deposit instead of following the rules

Mija już chyba 18dni a wyplata ciagle zablokowana.

Zmieńcie im ocenę bo innych graczy zachęcacie do wplat zamiast przestrzegać

Dear kszysio,

Would it be possible to forward the communication between you and the casino regarding this case to nikolas.b@casino.guru before we would try to contact them?

Looking forward to your response.

Regards,

Nick

well, but in the evening.

Correspondence with live chat or only with Kyc? because live chat only informs that there is nothing to post and redirects to Kyc. and Kyc has only written 2 messages since 3weeks. with the same content

dobrze że ale wiecxorem.

Korespondencja z live chatem czy tylko z Kyc? bo live chat informuje jedynie ze nie ma nic do powieszenia i przekierowuje do kyc. a kyc od 3week napisal tylko chyba 2 wiadomosci. o tej samej tresci

Thank you kszysio for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear kszysio,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Ybets Casino representative to join this conversation.

Dear Ybets Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Tomorrow marks a month of my waiting for verification.all documents were sent. no contact with KYC. And Live chat available on the site no knowledge about verification and withdrawals

Dear kszysio and Casino Guru,

I'm writing to kindly remind you that the KYC department did not accept one document from you because you cover some important information.

I hope this does not cause any inconvenience, but a letter was sent to you with a request to reshoot the document.

Could you please let me know if you received the mail? 

Respectfully,

Ybets Casino Representative

first of all: no, you didn't accept any document. but why? I sent a dozen or so photos. different ones. all legible. I sent them to my brother so he could look if everything was visible in the photo.

How many times can you send and take selfies, go to your neighbor's and take pictures in front of his laptop???

I have sent you so many to choose from that there is no point in repeating this procedure.

secondly: you reply to emails every 10 days. and emails with the same content at that.

by the way, here on the forum you also have to wait a week for you to respond.

You can say forever that you do not accept my photos.

In most casinos I have no problem with verification, it takes time

from a few hours to a few days

. With you for over a month . but other players will judge for themselves whether they want such experiences and selfies, with the window against the background of the laptop so that both the ID card and the website are legible and nothing is obscured. Idiocy

po pierwsze :no nie przyjęliscie zadnego dokumentu. tylko dlaczego?. Wyslalem kilkanaście zdjęć. różnych. wszystko czytelne. wysylalem je bratu żeby spojrzał czy wszytko widoczne na tym zdjeciu.

Ile można razy wysyłać i robić selfie, chodzić do sąsiada i robić zdjecia na tle jego laptopa???

Wyslalem wam ich tyle do wyboru , ze powtarzanie tego zabiegu nie ma sensu.

po drugie: odpisujecie na email co 10 dni . i do tego emaile o tej samej tresci.

zresztą tu na forum tez czekac trzeba tydzień zebys sie odniósł.

Możecie tak w nieskonczonosc stwierdzać ze nie przyjmujecie moich zdjec.

W większości kasyn nie mam problemu z weryfikacja, trwa to

od kilku godzin do kilku dni

. U was od ponad miesiaca . ale inni gracze sami to ocenią, czy maja ochote na takie przeżycia i selfi , z dokienrem na tle laptopa żeby i dowod osobisty i strona internetowa byly czytelne i nic nie bylo przysloniete. Idiotyzm

Dear kszysio,

Could you please send me the rejected document and the casino's requirements for review to miroslava.d@casino.guru?

Thank you.

I have forwarded you the emails I have been sending to kyc since November 15th at 6pm.

you can also check the frequency of their conversations in the conversation and read their content. they send one email all the time.

Przekazałem ci emaile które wysylalem do kyc od 15 listopada o 18 gudnia.

moze też sprawdzić w rozmowie częstotliwość ich rozmów o przeczytaj ich tresc. oni wysylaja jednego emaila przez caly czas.

Dear kszysio,

As I can see from the photos in the emails you sent me, many of the photos have part of the information covered by your finger. On the other hand, the few photos, in which no information is covered are of very poor quality, and not legible. Please take a picture with your ID in the best quality possible and with no information covered.

Please forward it to me after you submit it to the casino.

Thank you for your cooperation.

you must be joking.

Tell me how can I take a photo that includes me, the computer monitor and my ID card. With legible text and in my hand, where one cannot obscure the other.

I took all possible shots. I sent them a lot of pictures. They do not respond at all. After the last email they have not responded for over a week.

Please send me a picture like that, or let me send it to you

ty chyba zartujesz.

Powiedz mi jak mozna zrobic zdjecie na ktorym mam byc ja, monitor komputera i dowód osobisty Z czytelnym tekstem i w ręku gdzie jedno nie moze przysłaniać drugiego.

Wszystkie mozliwe ujęcia zrobilem. wysłałem im bardzo duzo zdjec. Oni wcale nie reaguja. po ostatnim emailu nic jeszcze nie odpowiedzieli od ponad tygodnia.

Proszę wyslij mi takie zdjecie, albo niech mi wyslemmkk

i sent new photo . today for mirka . pl CHECK.

Dear kszysio,

out of all the pictures you sent me, 20250102_124737.jpg seems to be the one closest to meeting the requirements. However, the ID is still a little bit blurry, so if the casino does not accept it, I would recommend you to try reshooting it according to this guide:

How to take selfies

If you have been asked for a selfie with ID documents or a screen behind you, which is nothing unusual, please follow these important guidelines:

-         Do not edit the image in any way

-         The photo needs to include your full face, head-on, with no distortions, shadows or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)

-         When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing

If you act accordingly, and it is still not successful, please try to shoot a short video, when the camera has the chance to focus on all important parts.

the problem is that they don't respond at all. they haven't responded to the photos and video I sent them for a week.

despite constant questions there is no answer, since November 14 I have received 3 answers with the same content. They are not interested in me at all. How can you recommend such a casino to others.

I've been playing for a dozen or so years so I recognize a casino that wants to cooperate with a player, and if something is wrong they help, and this is a casino at all. There is live chat contact but not about withdrawals. Then it refers to the KYC email. What in turn they sent the same general email several times from which nothing is known. I go to my neighbor's. To take some idiotic selfies in front of his laptop, because I don't have one. How long can I wait. I hope that you will properly distinguish this casino to your users

problem jest w tym ze oni wogle nie odpowiadaja. od tygonia nie odniesli się do zdjec i filmu który im wyslalem.

pomimo ciaglych pytań nie ma odpowiedzi, od. 14 listopada otrzylalem chyba 3 odpowiedzi o tej samej treści. Nie interesują sie wogle mną. Jak można polecać innym takie kasyno.

Ja gram od kilkunatu lat więc rozpoznje kasyno które chce współpracować z graczem, i jesli cos jest nie tak to pomwgaja, A to kasyno wogle. Kontakt live chat jest ale nie na temat wyplat . wtedy odsyla do email KYC. co z koleji wyslali kilka razy ten sam ogulnikowy email z czego nic nie wiadomo. Chodzę do sasiada. robic jakies idiotyczne selfie na tle jego laptopa, poniewaz nie posiadam takiego. Ile mozna czekac. mam nadzieję ze odpowiednio odenicie to kasyno maszym uzytkownikom

Dear Ybets Casino,

Could you please clarify, if the player's newest submitted documents are still unacceptable?

Thank you.

Dear kszysio 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

Somehow I don't believe it

Jakos w to nie wierzę

Dear kszysio,

Have you received any new information from the casino?

so I got another message today.

After many days of waiting, I was of course told to send them more photos.

that the inscriptions on the ID card were legible. and that the photo included me and the laptop with their website

Once when the writing on the id was visible the poor couldn't deny their side. I guess I have to poison a professional photographer.

Regardless of how this story ends, I hope you will lower the ybet casino ranking for these actions and also for the reaction time, they wait until the last day to respond,

Hopeless casino. crap

Because what they do is a deliberate action, to bore the opponent. I asked them to send me such a sample photo, but they did not send it.

tak dostalem dzisiaj kolejna wiadomosc.

Po wielu dniach czekania napisano mi oczywiście abym wyslal im kolejne zdjęcia

zeby napisy na dowodzie byly czytelne . i zeby zdcirie obejmowalo mnie i laptop z ich strona

Kiedys jak byly widoczne napisy na id to biedni nie mogli przeczyac swojej strony. chyba musze zatrucic profesionalnego fotografa.

Niezależnie jak ta historia sie skonczy mam nadzieje ze obnizycie kasynu ybet ranking za te dzialania a ponadto za czas reakcji, czekają do ostatniego dnia z odpowiedziął,

Beznadziejne kasyno. lipa

Poniewaz to co robią to jest celowe dzialanie , na znudzenie przeciwnika. Poprosilem aby mi wyslali takie zdjecie przykładowe,ale nie wysłali.

I sent another photo yesterday. I have confirmation that it was received and forwarded for review.

I also send it to MIRKA by email so she can check the readability of the document.

Wyslalem wczoraj zdjęcie kolejne. Mam potwierdzenie ze dotarło i przekazano je do sprawdzenia.

Wysylam też na email do MIRKA aby sprawdzila czytelność dokumentu

Dear kszysio and Casino Guru,

I would like to inform you that the client has been successfully verified and can withdraw his funds.

Respectfully,

Ybets Casino Representative

withdraw completed

Tx casinoguru for help

Dear kszysio,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're 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, 

Mirka

Casino.Guru