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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

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.