Ybets Casino - A retirada do jogador foi adiada e a conta questionada.

I requested a withdrawal from Ybets on April 1, 2025. It was canceled several times.

Subsequently, my account was checked for fairness several times (amusing accusation, I mainly bet on the English and German first football leagues).

About three weeks later, on April 21, 2025, I was asked to email a copy of my ID card. I did so the same day.

The casino has not contacted me since then.

Multiple inquiries to support always resulted in the same answer that they cannot do it.

My experience is consistent with several allegations, such as on Trustpilot, that Ybets has now mutated into a scam casino and no longer pays out customer funds.

I cannot understand how sites like Casino-Guru published positive advertising for Ybets for a long time.

No bonus funds were involved, and a request for KYC upon account opening was denied. However, this was completed after about six months.

I advise everyone to stay away from Ybets!!

Ich habe am 01.04.25 eine Auszahlung bei Ybets beantragt. Diese wurde mehrfach abgebrochen.

Im Anschluss wurde mehrfach mein Konto auf Fairness überprüft ( amüsanter Vorwurf, ich habe hauptsächlich auf die erste englische und deutsche Fußball Liga gewettet)

nach ca. drei Wochen am 21.04.25 wurde ich aufgefordert eine Kopie meines Personalausweises per Mail zu senden. Dies habe ich am selben Tag getan.

Seit dem hat sich das Casino nicht mehr gemeldet.

Mehrfache Nachfragen beim Support hatten immer die selbe Antwort, dass dieser nicht machen kann.

Meine Erfahrung deckt sich mit mehreren Vorwürfen wie auf Trustpilot, das Ybets inzwischen zum Scam-Casino mutiert ist und Kundengelder nicht mehr auszahlt.

Es ist mir unbegreiflich wie Seiten wie Casino-Guru lange Zeit positive Werbung für Ybets veröffentlichten.

Es waren keine Bonusgelder involviert, eine Nachfrage bei der Konto-Eröffnung bzgl. einer benötigten KYC wurde verneint. Diese wurde nach ca. einem halben Jahr jedoch durchgeführt.

Ich rate jedem tunlichst die Finger von Ybets zu lassen!!

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Ybets Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you withdrawn winnings from the casino in the past?
• Could you please share a screenshot summarizing your KYC status in the casino as evidence?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me your recent interaction with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Good day,

Yes, I have withdrawn winnings from this casino in the past.

I was asked to submit my identity card, front and back, on April 21, 2025. Nothing has happened since then.

Repeated inquiries to support were unsuccessful.

I won the amount only through sports betting.

You have closed the chat.

May 18, 2025

E-mail:

hello

Welcome to Ybet's Customer Service. My name is Ezra. How can I assist you?

ive sent your company at 23.04 documents for my kyc

and I haven't got any answer yet

Dear Player, unfortunately, support agents are not able to verify players' documents.

The KYC department verifies the documents according to the queue of their receipt, so I ask you to wait a little bit and you will definitely be answered!

I've been waiting over 4 weeks now

!!

I understand your situation, Dear Player.

So I ask you to wait a little longer, and I, on my part, will forward a request to the KYC department, about your situation with the document verification.

Chat ends automatically due to your inactivity. Feel free to start it again.

June 15, 2025

E-mail:

Hello. How may I help you?

hello,

On April 21 I sent the KYC department my documents

Welcome to Ybet's Customer Service. My name is Anthony.

I haven't heard anything since then

hello?

Please hold on for a moment.

Please note that this is an identity verification process, which is handled directly by our Verification Department. Unfortunately, we cannot provide updates from our side, as this check is not processed by our support team.

We kindly recommend that you reach out to the Verification Department directly via email if you haven't done so already. They will be able to provide you with the most accurate update on the status of your documents.

We truly appreciate your patience and understanding. Let us know if there's anything else we can assist you with in the meantime.

the don't respond

I sent them several emails

I'm waiting for over 8 weeks

Thank you for your patience.

I will contact the verification team on your behalf and check if there are any updates regarding your verification process. As soon as I receive a response from them, I will inform you via email.

ok thanks

have a nice day

You have closed the chat.

July 13, 2025

hello ive sent your company at 21 april my kyc documents

how long do I need to wait anymore?

Welcome to Ybet's Customer Service. My name is Matthew.

Kindly wait a moment. I'll check it out for you.

Thanks for patience! Dear Player, I have transferred your request and will try to push the KYC department for an answer. Unfortunately, I do not have information on why they are not answering, since Support Team does not process any KYC questions or requests. But I will do my best to help you with your case!

this exactly told me the support the last four mounth and nothing happened

Read

New message

Unfortunately, support agents are not able to verify players' documents.

The KYC department verifies the documents according to the queue of their receipt, so I ask you to wait a little bit and you will definitely be answered! For my part, I will do everything in my power to speed up this process for you.🙏

Matthew

18:37

I noticed you've been inactive for some time, so I'll go ahead and close this chat automatically due to inactivity. No worries! You can always start a new conversation with us whenever you need help or assistance in the future. We're always happy to assist you.

Take care and have a wonderful day 🌞

Matthew has closed the chat.

Here is an example of a chat log

Guten Tag,

ja, ich habe in der Vergangenheit Gewinne aus diesem Casino abgehoben.

Ich wurde am 21.04.25 aufgefordert meinen Personalausweis mit Vorder- und Rückseite zu übermitteln, seitdem ist nichts passiert.

Mehrmalige Nachfragen beim Support verliefen erfolglos.

Ich habe den Betrag nur mit Sportwetten gewonnen.

You have closed the chat.

18.05.2025

E-mail:

hello

Welcome to Ybets Customer Service. My name is Ezra. How can I assist you?

ive sent your company at 23.04 documents for my kyc

and ive havent got any answer yet

Dear Player, unfortunately, support agents are not able to verify players' documents.

The KYC department verifies the documents according to the queue of their receipt, so I ask you to wait a little bit and you will definitely be answered!

ive waiting over 4 weeks now

!!

I understand your situation, Dear Player.

So I ask you to wait a little longer, and I, on my part, will forward a request to the KYC department, about your situation with the document verification.

Chat ended automatically due to your inactivity. Feel free to start it again.

15.06.2025

E-mail:

Hello. How may I help you?

hello,

on 21 april ive sent the kyc department my documents

Welcome to Ybets Customer Service. My name is Antony.

i havent heard something since then

hello?

Please hold on for a moment.

Please note that this is an identity verification process, which is handled directly by our Verification Department. Unfortunately, we cannot provide updates from our side, as this check is not processed by our support team.

We kindly recommend that you reach out to the Verification Department directly via email if you haven’t done so already. They will be able to provide you with the most accurate update on the status of your documents.

We truly appreciate your patience and understanding. Let us know if there’s anything else we can assist you with in the meantime.

the dont respond

ive sent them several mails

im waiting for over 8 weeks

Thank you for your patience.

I will contact the verification team on your behalf and check if there are any updates regarding your verification process. As soon as I receive a response from them, I will inform you via email.

ok thanks

have a nice day

You have closed the chat.

13.07.2025

hello ive sent your company at 21 april my kyc documents

how long do i need to wait more?

Welcome to Ybets Customer Service. My name is Matthew.

Kindly wait a moment. I'll check it out for you.

Thanks for patience! Dear Player, I have transferred your request and will try to push the KYC department for an answer. Unfortunately, I do not have information on why are they not answering, since Support Team does not process any KYC questions or requests. But I will do my best to help you with your case!

this exactly told me the support the last four mounth and nothing happend

Read

New message

Unfortunately, support agents are not able to verify players' documents.

The KYC department verifies the documents according to the queue of their receipt, so I ask you to wait a little bit and you will definitely be answered! For my part, I will do everything in my power to speed up this process for you.🙏

Matthew 

18:37

I noticed you’ve been inactive for some time, so I’ll go ahead and close this chat automatically due to inactivity. No worries! You can always start a new conversation with us whenever you need help or assistance in the future. We’re always happy to assist you.

Take care and have a wonderful day 🌞

Matthew has closed the chat.

Hier das exemplarisch ein Chatprotokoll

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you Holoman25 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Ybets Casino for their help in resolving this complaint. We would like to know what the issue is with the verification and what we can do to help the player receive their winnings.

Thank you!

Dear Holoman25 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

Dear Holoman25 and Casino Guru,

Currently, access to the site is restricted due to ongoing technical work.

I will follow up with you once the work has been completed.

Respectfully,

Ybets Casino Representative

Dear Holoman25 and Casino Guru,

After extensive technical work, our platform is now fully operational.

We will respond to you shortly with an update.

Respectfully,

Ybets Casino Representative

Dear Holoman25 and Casino Guru,

We have checked the account, and currently, there are no funds available on the balance, and there are no active withdrawal requests at this time.

Should you need any further information, feel free to let us know.

Respectfully,

Ybets Casino Representative

Dear Holoman25, did you manage to withdraw your funds, or have you used them to play and lost? Thank you in advance for the clarification!

Dear Holoman25,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Peter
Casino.Guru