Ybets Casino - O jogador ainda não recebeu os seus prémios.

At first, withdrawals were blocked for months due to a "game master review"... After this issue was resolved and withdrawals were enabled for my account again, I wanted to make a withdrawal.

Since my ID had expired in the meantime, I received a request from the KYC team that they needed my (new) ID [well, you know the KYC procedure], which I submitted immediately.

Unfortunately, my account remained blocked for withdrawals.

The KYC team didn't respond to emails. Support (chat) told me it was a KYC issue and they couldn't help me because they don't have access to KYC processes.

At some point, support took pity on me and told me that they had forwarded my request to the responsible department.

At some point, the KYC team wrote to me that they had received my documents and were reviewing them (that was four days ago).

I haven't heard anything from ybets since then - and judging by the online posts, I'll probably have to wait a while longer...

😕

Zunächst waren Auszahlungen monatelang für mich gesperrt, wegen einer "Prüfung durch den Spielleiter"... Nachdem dieses Problem behoben war und Auszahlungen für meinen Account wieder freigeschaltet waren, wollte ich eine Auszahlung vornehmen.

Da in der Zwischenzeit mein Ausweis abgelaufen war, kam eine Aufforderung vom KYC-Team, dass sie meinen (neuen) Ausweis benötigen [so wei so gut, man kennt das KYC Prozedere ja], denen ich umgehend eingereicht habe.

Leider blieb mein Account jedoch weiterhin für Auszahlungen gesperrt.

Das KYC-Team reagierte nicht auf Emails. Der Support (Chat) teilte mir mit, dass das eine KYC-Angelegenheit wäre und sie mir nicht weiterhelfen könnten, weil sie keinen Zugriff auf KYC-Prozesse haben.

Irgendwann hat sich der Support dann erbarmt und mir mitgeteilt, dass sie mein Anliegen an die zuständige Abteilung weitergeleitet hätten.

Irgendwann hat das KYC Team mir dann geschrieben, dass sie meine Dokumente erhalten hätten und sie überprüfen würden (das war vor vier Tagen).

Seitdem habe ich nichts mehr von ybets gehört - und wenn ich mir die Beiträge im Internet so angucke, werde ich wohl noch eine ganze Weile warten können/müssen...

😕

Dear player,

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 the 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.

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.

Dear player,

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.

Hello,

No, of course nothing has happened yet and I'm still waiting...

Best regards

Hallo,

nein, es hat sich natürlich noch nicht weiter getan und ich bin immer noch am warten...

Viele Grüße

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please specify the bonus you used?

Have you received any updates regarding the verification?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

Hello,

Yes, I was able to make withdrawals before, and no, of course, no updates regarding the KYC verification yet...

(Email sent to you..)

Hallo,

ja, ich konnte früher bereits Auszahlungen durchführen und nein, natürlich noch keine Updates bezüglich der KYC Prüfung...

(EMail an Dich gesendet..)

Dear player, have you eventually been able to successfully complete the verification process, or is your account still considered unverified by the casino?

Have you tried asking the support team if the KYC documents have already been reviewed?

Did they specify any missing documents or problems with the ones you submitted?

Do you currently have a pending withdrawal? If yes, could you please confirm the amount and the date of your request?

Hello,

Nothing has happened yet, the account is still not verified and withdrawals are not possible...

🙁

Hallo,

es hat sich bisher noch nichts weiter getan, das Konto ist nach wie vor nicht verifiziert und Abhebungen nicht möglich...

🙁

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jana (jana.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 flaschenposter,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Ybets Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

@Dominika @Jana

Thank you!

@Dominika @Jana

Danke!

Dear Flaschenposter 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 Flaschenposter 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

Sorry, BUT:

• We have forwarded all information to our KYC department.

--> Your KYC department already had all the documents, even for quite a long time (and so that the documents do not gather dust, several reminders (inquiries

)

• Please be assured that your request will be reviewed and processed as quickly as possible.

--> I believe that entirely - although I'll have to look it up in the dictionary again to see if is just another synonym for ...

• We sincerely apologize for any inconvenience caused by this delay and thank you for your understanding and patience during this time.

--> "Apologizing for yourself" is bad form; you should actually ask for an apology (which I would neither accept nor grant in this case...). And you don't have to thank me for my understanding and patience—because I don't have any (anymore)!

Sorry, ABER:

• Wir haben alle Informationen an unsere KYC-Abteilung weitergeleitet.

--> Ihre KYC Abteilung hatte bereits sämtliche Dokumente, sogar schon recht lange (und damit damit die Dokumente bloß nicht verstauben auch mehrere Erinnerungen(Nachfragen

)

• Seien Sie versichert, dass Ihre Anfrage geprüft und so schnell wie möglich bearbeitet wird.

--> Das glaube ich glatt - obwohl ich im Wörterbuch nochmal nachschlagen muss ob <prüfen> bloß ein weiteres Synonym für <ignorieren> ist...

• Wir entschuldigen uns aufrichtig für etwaige Unannehmlichkeiten, die durch diese Verzögerung entstanden sind, und bedanken uns für Ihr Verständnis und Ihre Geduld während dieser Zeit.

--> Sich "selber entschuldigen" ist schlechter Stil, man sollte schon um <Entschuldigung bitten> (und die würde ich in dem Fall weder annehmen noch gewähren..). Und für mein Verständnis und meine Geduld müssen Sie sich nicht bedanken - die ist nämlich gar nicht (mehr) vorhanden!

After almost 7 (in words: SEVEN!) weeks, finally a response from Ybets.

The KYC team has a new idea and wants another proof of identity (either that or simply a new ID requirement to reset the 7-week delay timer to zero..):

ID again, this time as a selfie version - with the Ybets homepage in the background*...

How can/should users who only have a computer or a smartphone identify themselves?!?

*= We kindly omitted any additional complications such as taking a selfie hands-free or in a handstand (etc.)!

PS: I just emailed the proof. We'll see how it goes.

Nach fast 7 (in Worten: SIEBEN!) Wochen endlich eine Reaktion von Ybets. 

Das KYC-Team hat eine neue Idee und will einen weiteren Identitätsnachweis (entweder das oder einfach neue ID-Anforderung, um den 7-Wochen-Verzögerungs-Timer wieder auf Null zu setzen..):

Erneut den Ausweis, diesmal als Selfie-Variante - mit der Ybets Homepage im Hintergrund*...

Wie sollen/können sich dann eigentlich Nutzer identifizieren, die nur einen Computer oder mur ein Smartphone haben?!?

*= freundlicherweise wurde auf zusätzliche Erschwernisse wie das Selfie freihändig oder im Handstand (etc.) verzichtet!

PS: Habe den Nachweis gerade eben gemailt. Mal sehen wie es weitergeht..

Dear Flaschenposter and Casino Guru,

I can confirm that all the necessary documents have now been provided.

As such, the funds can be withdrawn.

Respectfully,

Ybets Casino Representative

Miracles still happen—my account has actually been verified!

Yesterday at noon, I submitted a withdrawal request, which is currently still in the status.

The problem is currently 50% solved

Es geschehen noch Wunder - mein Konto wurde inzwischen tatsächlich verifiziert!

Gestern Mittag habe ich einen Auszahlungsantrag gestellt, der sich momentan noch im Zustand <wird bearbeitet> befindet.

Das Problem ist aktuell also zu 50% gelöst

Dear Flaschenposter,

please keep us updated of any new development.

I really wish I could (report on new developments)...

Of course nothing has been paid out yet

😕

Ich wünschte wirklich, dass ich das könnte (über neue Entwicklungen berichten)...

Ist natürlich noch nichts ausgezahlt worden

😕

Dear Flaschenposter and Casino Guru,

We have completed the processing of your recent withdrawal request. We hope the funds arrived to your account in a timely manner.

Respectfully,

Ybets Casino Representative

Dear Flaschenposter,

please keep us updated when you receive your funds.

After 2 months, I was finally able to withdraw my winnings.

Thanks CasinoGuru!

Nach 2 Monaten konnte ich meinen Gewinn endlich abheben.."

Danke CasinoGuru!

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

Dear flaschenposter,

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,

Jana