Ybets Casino - A retirada do jogador foi adiada devido a problemas de KYC.

I allready was able to withdraw two times in this casino previously with no problem.

This time they dissbled my withdrawasl with "KYC neeeded" reason.

Understand that this wasnt the problem for me to provide KYC documents,

but for the next 2 months they never sent me an email to ask for documents and every time I contact support they keep telling me that the KYC department will contact me through e-mail.(didnt happen for two months)

It's been more than 10 days now that they finally contact me to ask for verification documents and i sent all they needed to them.

(May 8th 2025)

Still NO respose but the same answer in the chat support again and again as follows (propably copy pasted every time) :

Dear Player, I understand your dissatisfaction and concerns, and you are entirely justified in feeling this way. Please be assured that you can expect feedback shortly, as our colleagues will reach out to you soon. Once you complete the KYC process, you will be able to proceed with the withdrawal procedure. Thank you for your patience, and we apologize for any inconvenience this may have caused.

Yuudji 07:07 PM

I have requested my colleagues to prioritize the review of your documents and provide you with a response. 🙌

Dear AvgTroller,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided?
• Have you provided all the required documents as soon as possible and in the correct format?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

I get the importace of KYC but waiting for 3 months just to get information or ask for documents is not an excuse for them.

I send them the required/asked documents (as they appear in the screenshot email i uploaded also in this post).

1. ID(driver license) front and bak
2. Bank Card (deposits are made from)
3. Ebanking account screenshot of my bank (all the information)

update: Yesterday evening they asked me also a selfie with my ID in hand and sent it to them today.

Lets hope an update dont take another 10 days to come.

Thank you very much for your reply, AvgTroller. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I did just forward them to you.

thanks.

Thank you very much, AvgTroller, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@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 AvgTroller,

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

Dear AVGTROLLER 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

Thank you for your reply, Ybets Casino.

We will be waiting for your update.

Dear AvgTroller 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

Dear AvgTroller,

Could you please confirm, if you are able to successfully withdraw funds from your account now?

The withdrawal tab is finally active. I requested the withdrawal now to my card and it's pending.

I am pretty sure that they will exaust all the time to proceed with the withdrawal as they did with the communication here and on email also.

( after 6 months back and forward in total, several emails and casino guru's help, im "verified". Notice that for 3 months they got all the needed verification documents they asked me for since 14th March.)

Not sure if the transaction will go through or they will invoke a new excuse in the next 3-6 months.

Dear AvgTroller,

Please notify me, when you receive the requested withdrawals.

Thank you.

Nothing yet. I'll let you know as soon as I have an update.

finally the transaction is completed.

Thanks for the help once again Casino Guru.

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

Dear AvgTroller,

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,

Mirka