Ybets Casino - A conta do jogador foi encerrada após um atraso.

Hello dear CasinoGuru team,

On May 11, I tried to get my gambling addiction under control and had myself blocked from various casinos due to gambling addiction. All of them complied with the request, except Ybets. Since then, I've lost almost 3,000 euros (even the deposit limit submission didn't work; you could always increase the limit again when it was reached). Yesterday, the account was finally closed due to gambling addiction. I'm demanding my 2,880 euros back and need help. I think it's a gross violation of responsible gaming that they took six weeks (after I announced in the chat on May 11, 2025, that I was addicted to gambling) to close the account (and let me lose another 2,880 euros). Please help me.

Thank you and best regards

Anja W***

Hallo liebes CasinoGuru Team,

ich habe am 11. Mai versucht meine Spielsucht in den Griff zu bekommen und mich bei diversen Casinos wegen Spielsucht sperren lassen. Alle sind der Aufforderung nachgekommen, nur Ybets nicht. Ich habe seitdem knapp 3000 Eur verspielt (auch die Limiteinreichung für Einzahlung funktionierte nicht, man konnte das Limit ständig wieder erhöhen wenn es erreicht war). Gestern dann wurde das Konto endlich wegen Spielsucht geschlossen. Ich verlange meine Einsätze von 2880 Eur zurück und brauche dabei Hilfe. Ich finde es stellt eine grobe Verletzung von verantwortungsvollem Spielen dar, das Konto erst 6 Wochen (nach dem ich am 11.Mai 2025 im Chat bekannt gegeben habe, das ich Spielsüchtig bin) zu schliessen (und mich weitere 2880 Eur verspielen zu lassen). Bitte helfen Sie mir.

Danke und viele Grüße

Anja W***

Dear Anoushka99,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Ybets Casino. I have checked the casino's terms and conditions and cannot find any specific information as to how to properly request a self-exclusion; however, a live chat agent informed me that it can be done directly in the account settings:

Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Have you tried to use the self-exclusion button in your account settings?
• Were there any specific responses you received from Ybets when you expressed your desire to block your account due to gambling addiction?
• Would you be so kind as to forward me the account closure requests that you sent to the casino, together with all relevant communication between you and the casino? My email address is natalia.b@casino.guru. 

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,

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello, I was told that my account would be closed immediately and no, I didn't try the self-exclusion button because setting the limit didn't work. Besides, you can only exclude yourself for a few days here. All casinos handle it so that if you contact them in chat and choose complete self-exclusion due to gambling addiction, you will then no longer be able to place any bets. The only conversation I have is a screenshot confirming that I chose self-exclusion on May 11th. I'm attaching it. At first I thought it was a mistake but then I remembered that I had chosen this self-exclusion. I am a gambling addict and they let me lose another 2880 euros just to close my account after 6 weeks. I am demanding a refund of the money I lost because a casino should close an account immediately if I say it's due to gambling addiction. How can I send the screenshot?

hallo es wurde mir gesagt das mein Konto sofort geschlossen wird und nein ich habe nicht die Selbstauschluss Taste versucht, da ja schon das Setzen des Limits nicht funktioniertte. Außerdem kann man sich hier nur für ein paar Tage ausschliessen. Alle Casinos handhaben es so, das wenn man sich im Chat meldet und einen kompletten Selbstausschluss wegen Spielsucht wählt, das dann keine Einsätze mehr möglich sind. Die Einzige Konversation die ich habe ist ein Screenshot indem mir bestätigt wird das ich am 11. May einen Selbstauschluss gewählt habe. Ich füge ihn anbei. Ich dachte erst das wäre ein Fehler doch dann erinnerte ich mich daran, dass ich diesen Selbstauschluss gewählt hatte. Ich bin Spielsüchtig und man hat mich weitere 2880 Eur verspielen lassen um.mir jetzt nach 6 Wochen den Account zu schliessen. Ich fordere das Geld zurück das ich verspielt habe, denn ein Casino sollte ein Konto sofort schöiessen wenn ich sage das es im Spielsucht geht. Wie kann ich den Screenshot senden?

Dear Anoushka99, let me know once you forward the self-exclusion requests you sent to the casino to my email at natalia.b@casino.guru so that I can review them. Thank you.

Hello, as I said, I did this in the chat. I don't have the chat history, but as you can see in the screenshot, it was confirmed to me that I submitted this request in the chat on May 11th. Isn't that enough? It says when I requested this self-exclusion in the chat, and ybets confirmed that it was due to gambling addiction.

Best regards

A.

Hallo, wie gesagt, das habe ich im Chat gemacht, ich habe diesen Chatverlauf aber nicht, wie im Screenshot zu sehen, wurde mir aber bestätigt, daß ich am 11. Mai diesen Antrag im Chat gesendet habe. Reicht das nicht? Da steht doch wann ich diesen Selbstausschluss im Chat beantragt habe und ybets betätigt das es wegen Spielsucht war.

Viele Grüße

A.

Dear Anoushka99, I understand how upsetting this situation must be for you.

However, based on the screenshot you provided, I unfortunately cannot verify the key details needed to confirm a failed self-exclusion. The image does not include your username, the date of the conversation, or any concrete indication that the self-exclusion request was submitted and not processed accordingly. Without these elements, we are unable to treat the screenshot as valid evidence that a formal self-exclusion was requested and ignored.

To continue with the investigation, I would kindly ask you to provide clearer proof, ideally including:

• A dated confirmation of your self-exclusion request,
• Any email or documented response from the casino regarding your request.

Unless we can review such supporting evidence, we won’t be able to conclude that the casino failed to apply proper responsible gambling measures.

Hello,

How am I supposed to get a screenshot of a casino chat if I didn't actually conduct the chat? If you don't believe me when I say I requested self-exclusion on May 11th, then please ask the casino to send you the chat transcripts. I have other screenshots confirming that Ybet is sorry about the delayed self-exclusion and that they are forwarding the case to their department. So, the case is already with Ybet. I don't have anything else. I haven't received any emails because the exclusion took place via chat.

To be honest, I'm very confused by your approach. I requested a self-exclusion on May 11th; that's a fact, and Ybets even confirmed it to me in the chat. I don't quite understand why you have to investigate this separately? The case is already pending with Ybets.

I'll be happy to send you the other screenshots.

VG

Anya

Hallo,

woher soll ich einen Screenshot aus einem Casino Chat haben, wenn ich diesen Chat nicht geführt habe? Also wenn Sie mir nicht glauben, daß ich am 11. Mai einen Selbstausschluss beantrag habe, dann lassen Sie sich doch bitte von dem Casino die Chatverläufe schicken. Ich habe noch andere Screenshots, in dem man mir bestätigt, daß es Ybet wegen diesem verspäteten Selbstausschluss leid tut und das sie den Case an Ihr Department weiterleiten. Der Fall liegt also schon bei Ybets. Mehr habe ich nicht. Ich habe keinen Emailverkehr, weil der Ausschluss über den Chat stattfand.

Ich bin ehrlich gesagt gerade sehr irritiert über Ihre Vorgehensweise. Ich habe am 11. Mai einen Selbstauschluss beantragt, das ist ein Fakt und Ybets bestätigt mir das sogar im Chat. Ich verstehe nicht ganz, warum sie das gesondert prüfen müssen? Der Fall liegt ja auch schon bei Ybets vor.

Ich sende Ihnen gerne die anderen Screenshots zu.

VG

Anja

Hello Natalia,

I was just chatting with ybets and they confirmed to me again that I had requested self-exclusion due to gambling addiction on May 11, 2025, via a chat request.

When I asked when the account was finally closed, they acted stupid and said "when the request was made." The agent also ignored my request for the exact date of closure. They simply refused to give me any more information. They know they made a mistake!

However, I have saved all the deposit emails from ybet. This allows me to prove that I deposited almost €3,000 on June 25, 2025.

And this time I had the chat history forwarded to me via email (text script).

I will forward both (chat text script from Ybet and all deposit emails) to you by email.

I am now hoping for support, because Ybets has not only behaved incorrectly, but is now also trying to cover it up.

Best regards

Anya

Hallo Natalia,

ich war gerade eben im Chat mit ybets und dort hat man mir erneut bestätigt, dass ich am 11 Mai 2025 per Anfrage im Chat einen Selbstausschluss wegen Spielsucht getätigt habe.

Als ich nachfragte wann das Konto letztendlich geschlossen wurde, haben Sie sich doof gestellt und gesagt "als die Anfrage" gestellt wurde. Auch auf meine Bitte mir das genaue Datum der Schliessung zu nennen, ist der Agent nicht eingegangen. Mehr Auskunft wollten sie mir einfach nicht geben. Sie wissen das sie einen Fehler gemacht haben!

Ich habe aber alle Einzahlungsemails von ybet gespeichert. Damit kann ich beweisen das ich am 25.06.25 knapp 3000 Eur eingezahlt habe.

Und diesmal habe ich mir den Chatverlauf per Email weiterleiten lassen (Textscript).

Ich werde Dir beides (Chat Textcript von Ybet und alle Einzahlungsemails ) per Mail weiterleiten.

Ich hoffe nun auf Unterstützung , denn Ybets hat sich nicht nur falsch verhalten, sondern versucht es jetzt auch noch zu vertuschen.

Viele Grüße

Anja

Thank you very much, Anoushka99, for sharing the chat transcript. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Anoushka99,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello Joseph,

Thanks for the support.

Best regards

A.

Hallo Jozef,

danke für die Unterstützung.

Viele Grüße

A.

Dear Anoushka99 and Casino Guru,

We are aware of the issue the player experienced, which was caused by a technical error.

We will provide you with a response shortly.

Additionally, we are prepared to reimburse the deposits made by the player following the announcement of his addiction.

Respectfully,

Ybets Casino Representative

Hello Ybets Casino representatives,

I am happy that I made the right decision and am waiting for the refund.

VG

A.

Hallo Ybets Casino Vetreter,

ich freue mich über die richtige Entscheidung und warte auf die Rückerstattung.

VG

A.

Dear Ybets Casino team,

Thank you for your cooperation. I am extending the timer by 7 days, please let us know if you need more time.

Dear Anoushka99 and Casino Guru,

We have submitted a refund request to the payment provider.

Please note that processing may take some time due to a high volume of transactions.

We appreciate your patience during this period.

Respectfully,

Ybets Casino Representative

Dear Anoushka99,

This is great news, I’m very glad to hear it. Since this process may take a bit of time, I am extending the timer by 14 days.

Please let us know once you receive the payment.

Thank you.

Hello Ybets representative, hello dear Jozef,

I'm pleased with this news and look forward to receiving a refund. I'll let you know as soon as I receive the refund.

Best regards

A.

Hallo Ybets Vetreter, hallo lieber Jozef,

ich freue mich über diese Nachricht und sehe einer Rückzahlung entgegen. Ich gebe Bescheid sobakd die Rückzahlung bei mir eingegangen ist.

Viele Grüße

A.

Hello dear Jozef, hello Ybets representative,

Thank you, the money arrived in my account today.

I am happy.

Thank you for your support Casino Guro!

VG

A.

Hallo lieber Jozef, hallo Ybets Vetreter,

danke, das Geld ist heute auf meinem Konto eingegangen.

Ich bin zufrieden.

Danke für Deine Unterstützung Casino Guro!

VG

A.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Anoushka99,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jozef