Ybets Casino - As retiradas dos jogadores foram adiadas.

Good evening,

I started playing at this particular casino a few days ago. After many deposits and some withdrawals (these happened on the same day), I won the amount I am listing.

I made three different withdrawals that were rejected within a few hours. After that the system did not allow me to withdraw. Because of this I contacted live support who gave me the same reason as the one listed in the player complaints on your page. «your gaming session has been forwarded to the provider for checking etc.»

I am attaching the discussion and the screenshots with the withdrawals.

The reason I am making this complaint is because I am afraid that I will never get my money back and as a result I will lose the money I deposited.

Regarding the time period in which all this is happening: from Tuesday 08/04/2025. I know that it takes 14 days or more for the required check, I just want to make sure that I am not a victim of this ongoing delay. As. unfortunately I read the reviews of the casino in question after they had already canceled my deposit, considering that some previous amounts of 90 euros and 30 were immediately accepted and deposited into the account.

Also, it should be noted that I canceled some withdrawals myself and re-placed them with a smaller amount. I mention this in case they do this audit because of this.

I am asking for your help and advice on how to proceed with this issue.

Thank you in advance.

Καλησπέρα σας ,

ξεκίνησα να παίζω στο καζίνο το συγκεκριμένο πριν λίγες μέρες . Ύστερα από πολλές καταθέσεις και κάποιες αναλήψεις (αυτά συνέβησαν την ίδια μέρα ) κέρδισα το ποσό που αναγράφω.

Έκανα τρεις διαφορετικές αναλήψεις που μέσα σε λίγες ώρες απορρίφθηκαν . Μετά από αυτό το σύστημα δεν μου επέτρεπε ανάληψη . λόγω αυτού επικοινώνησα με το live support το οποίο μου ανέφερε την ίδια αιτιολογία με αυτή που αναγράφεται στα παράπονα των παικτών στην σελίδα σας . «your gaming session has been forwarded to the provider for checking etc.»

σας επισυνάπτω τη συζήτηση και τα screenshot με τις αναλήψεις .

ο λόγος που κάνω αυτή την καταγγελία είναι γιατί φοβάμαι ότι δεν θα λάβω ποτέ τα χρήματα μου πίσω με αποτέλεσμα να χάσω και τα χρήματα που κατέθεσα .

Οσον αφορα το χρονικό διάστημα που συμβαίνουν όλα αυτά : απο την τριτη 08/04/2025 . Γνωρίζω οτι χρειάζεται 14 μέρες ή και παραπάνω για τον απαιτούμενο έλεγχο απλά θέλω κάπως να βεβαιωθώ οτι δεν είμαι κ εγώ θύμα αυτής της έπακολουθουμενης καθυστέρησης . Καθώς. δυστυχώς διάβασα τις κριτικές του εν λόγω καζίνου αφού μου είχαν ήδη ακυρώσει τη κατάθεση έχοντας υπόψιν ότι κάτι ´προηγούμενα ποσά των 90 ευρώ και 30 γίναν αμέσως δεκτά και κατατέθηκαν στο λογαριασμό .

Επίσης να σημειωθεί ότι κάποιες αναλήψεις τις ακύρωσα μόνη μου και της ξανά τοποθετούσα με λιγότερο ποσό . Το αναφέρω μήπως λόγω αυτού με κάνουν αυτό τον έλεγχο .

παρακαλω για τη βοήθεια σας και τη συμβουλή σας για το πώς να προχωρήσω με τον εν λόγω ζήτημα .

ευχαριστω εκ των προτέρων

Dear Chrysaps21,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the casino. To better understand the situation and assist you effectively, could you please provide us with more details by answering the following questions:

• Could you please specify what types of games you played?
• Did you accumulate your winnings with or without a bonus? If you played with a bonus, kindly send me a screenshot or a link.
• Have you passed the full KYC verification or at least submitted any identity documents to the casino for verification?

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

Best regards,

Veronika

Dear Veronica,

Yes, of course. It was only on slot machines.

I collected my winnings without any bonuses.

I haven't been asked for any verification but I imagine it will be the next step to delay...

Αγαπητή Βερόνικα ,

ναι βέβαια. Ηταν σε κουλοχέρηδες μόνο .

τα κέρδη μου τα συγκέντρωσα χωρίς κανένα μπόνους .

δεν μου έχει ζητηθεί καμία επαλήθευση αλλά φαντάζομαι ότι θα είναι το επόμενο βήμα για να καθυστερήσουν…

Could you please specify the names of the games you played and the names of the game providers?

Have you received any updates from the casino in the meantime? If so, please forward them to me at veronika.f@casino.guru or post screenshots here.

Yes, I am attaching a screenshot of what I won.

No, I didn't have any information.

Ναι σας επισυνάπτω screenshot από αυτά που κέρδισα .

οχι δεν είχα κάποια ενημέρωση .

Thank you very much, Chrysaps21, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I have also sent you an email.

Σας έχω στείλει και email

Dear Chrysaps21,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Ybets Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Ybets Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's withdrawal?

Thank you in advance for your response!

Best Regards,

Kubo

Dear Chrysaps21 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

I have not been asked for any such identification.

Δεν μου έχει ζητηθεί κάποια τέτοια ταυτοποίηση ..

Dear Ybets Casino,

Could you kindly provide an estimated timeframe for when the review will be completed and the funds potentially released?

Thank you for your attention to this matter.

Good evening everyone,

It's been a month and I would like some more specific information, please.

thanks in advance

Καλησπέρα σε όλους ,

εχει περάσει ένας μήνας και θα ήθελα κάποια πιο συγκεκριμένη ενημέρωση παρακαλώ πολύ .

ευχαριστώ εκ των προτέρων

Dear Chrysaps21 and Casino Guru,

Please be advised that we have received a response from the provider.

Our anti-fraud team has no further questions for you, and the check has been successfully passed.

Respectfully,

Ybets Casino Representative

Good evening,

Withdrawals were enabled again and I made a withdrawal request. I waited 3 days and while I spoke to the customer service and they informed me that my request has been forwarded to the relevant department and will be completed within 48 hours, they informed me today that I have to pass a KYC check.

However, the email states that I need to send a passport or driver's license. I sent an ID card as I don't have either.

Please update the time frame. I have been waiting for over 1 month and I feel like I have been scammed. I am attaching the evidence.

Thank you in advance.

Καλησπέρα σας ,

Οι Αναλήψεις ενεργοποιήθηκαν και πάλι και έκανα αίτημα ανάληψης. Περίμενα 3 μέρες και ενώ μίλησα με την εξυπηρέτηση και με ενημέρωσαν ότι έχει περοωθηθει στο αρμόδιο τμήμα το αίτημα μου και θα ολοκληρωθεί μέσα σε 48 ώρες , με ενημέρωσαν σήμερα ότι πρέπει να περάσω έλεγχο KYC .

Ωστόσο, στο email αναγράφεται ότι πρέπει να στείλω διαβατήριο ή δίπλωμα οδήγησης . Εγώ έστειλα ταυτότητα καθώς δεν έχω κάτι από τα δύο .

Παρακαλώ για ενημέρωση χρονικού διαστήματος . Περιμένω πάνω από 1 μήνα και νιώθω ότι έχω εξαπατηθεί. σας επισυνάπτω τα αποδεικτικά .

ευχαριστώ εκ των προτέρων .

Dear Ybets Casino,

Thank you for the update regarding the completion of the game provider's check.

Could you kindly clarify the next steps the player is required to take? From what I understand, the player has been asked to provide an additional identity document. However, he states that he does not possess any document other than his national ID card.

In light of this, is there an alternative method of verification that could be accepted under these circumstances?

Thank you in advance for your guidance and continued cooperation.

Dear Chrysaps21 and Casino Guru,

Certainly, the ID card will be acceptable for our purposes.

However, I must inform you that the that the player has closed on GA.

Consequently, the verification process is no longer applicable.

Respectfully,

Ybets Casino Representative

Dear Ybets Casino,

Could you please clarify your statement? Kindly note that a player should be entitled to withdraw her balance, regardless of her self-exclusion status.

Could you advise on how she should proceed?

Thank you.

Dear Chrysaps21 and Casino Guru,

Prior to disclosing his addiction, the player depleted all of his funds.

Currently, his access to the site has been suspended.

Respectfully,

Ybets Casino Representative

Dear Ybets Casino,

Thank you for the update.

Dear Chrysaps21,

Can you confirm if your balance was fully depleted before the account was closed, as stated by the casino?

Dear Chrysaps21,

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,
Kubo
Casino.Guru