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Nearly 2 Months Without Withdrawal – Unacceptable Delay and No Response

I submitted a withdrawal request to Ybets on May 5, 2025, and as of July 5, I have still not received my funds.

Here is the full timeline:

May 5 – Withdrawal request submitted

May 8 – Ybets confirmed that my account was under verification

May 10–June 20 – I followed up several times and was told to wait, that it’s a "standard procedure"

June 25 – I submitted my passport for KYC as requested

July 2 – I followed up again, demanding confirmation

July 5 – Still no response, no confirmation of receipt, and no update whatsoever

It has now been over 60 days, and Ybets has failed to process my withdrawal or even acknowledge my documents.

This is not just a delay — it’s a complete breakdown in customer support and transparency.

I have given them every chance, waited patiently, and kept detailed records of every communication.

As of today, I strongly warn other players to think twice before using Ybets, especially if you value timely payouts and professional service.

Hello, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Ybets Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Have you made any successful withdrawals before?  
• Which payment method to withdraw your winnings have you opted for? Was it the same one you used to deposit? 
• Have you accumulated your winnings with or without an active bonus? 

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, 

Katarina

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.

Hello,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

I’ve sent the email.

Thank you very much 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 takapon,

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 takapon 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 Ybets Casino,

We will be waiting for your update.

Dear takapon and Casino Guru,

Our KYC department is still awaiting the return of one of your documents.

We sent you a follow-up letter regarding this matter today.

Respectfully,

Ybets Casino Representative

Dear player,

Have you received the casino's message, and have you been able to submit the required documents?

Dear Mirka,

Thank you for your message.

Yes, I did receive the casino’s request. After reviewing my past emails, I realized that I had mistakenly sent only the front side of my ID document on July 10.

I have just now re-sent the back side of my ID document to the KYC department as requested, and I am currently waiting for their confirmation.

However, I would like to express that I find it very concerning that it took over a month for the casino to inform me that the back side of the document was missing. Such a long delay in communication significantly affects trust and the overall user experience.

I will keep you updated as soon as I receive any further response.

Thank you for your update.

Please keep me informed about any future developments.

Dear takapon,

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.

Dear Mirka,

As of now, I have not received any response from the casino regarding my KYC submission. I sent the back side of my ID document immediately after their request, but there has been no update from their side.

I will let you know as soon as I receive any reply from them.

Best regards,

takapon

Dear Ybets Casino,

Would you be able to provide us with an update regarding the player's verification process?

Thank you.

Dear takapon 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 Ybets Casino,

We will be waiting for your update.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear takapon and Casino Guru,

Thank you for your patience in this matter. At the moment, KYC depatrtment has requested additional documentation from the player, we kindly ask the player to check their inbox for an email sent earlier today and provide the necessary documentation (in the current case, a selfie with an identification document)

Respectfully,

Ybets Casino Representative

Dear Mirka,

I would like to update and clarify the situation.

Previously, the casino repeatedly asked me to submit my ID (driver’s license and passport) several times for no clear reason, and I complied each time.

On August 8, I was told that the back side of my driver’s license was missing. I submitted the back side immediately on the same day. However, I received no confirmation or progress for more than three weeks.

Then, on September 1, the casino suddenly requested a new document — a selfie with my ID in hand.

This process feels like nothing but intentional stalling and unnecessary repetition. I have always provided the documents quickly and in good quality, but the casino keeps inventing new requirements instead of completing the verification.

I kindly ask Casino Guru to take this into account and pressure the casino to finalize the KYC and release my withdrawal without any further excuses.

Best regards,

takapon

Dear Ybets Casino,

Could you please confirm, if you have received the player's documents, and if there are any others needed to complete the KYC process?

Thank you.

Dear takapon and Casino Guru,

Unfortunately, we are yet to receive a requested selfie from the player. The KYC has sent a reminder to the player's inbox.

Respectfully,

Ybets Casino Representative

Dear Mirka,

I would like to clarify the situation regarding the casino’s latest response.

On September 1, I already submitted the requested selfie with my ID, exactly as instructed. Despite this, the casino now claims that they have "not yet received" my selfie, which is simply not true.

Furthermore, they are now adding new conditions — such as requiring the selfie to be taken "in front of their website" — which was never part of the original instructions.

This pattern of behavior is extremely concerning. Each time I comply immediately with their requests, the casino either denies receiving my documents or invents new requirements. This is nothing but stalling tactics.

I kindly ask Casino Guru to take this into account: I have complied in good faith, yet the casino continues to delay my withdrawal without any legitimate reason.

Best regards,

takapon

Dear takapon and Casino Guru,

Unfortunately, we are yet to receive a requested selfie from the player after our requests on September 4th and 10th. The KYC department has noted that documentation provided on September 1st could not be accepted due to the fact that the selfie was made without the website on the background, despite the fact that player notes in their email screenshot that website was present.

We kindly urge the player to provide requested documentation in accordance with the conditions noted in text and provided graphics to proceed further.

Respectfully,

Ybets Casino Representative

Dear player,

Please note, that providing a photo with ID and the casino website in the background is a standard request in online casinos. Please notify me, when you will be able to submit the requested photograph.

Thank you.

Dear takapon,

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.

Dear takapon and Casino Guru,

We would like to provide an update on the player's verification. Upon last check of incoming communication on September 23rd, KYC department did not receive any new documentation from the player.

Respectfully,

Ybets Casino Representative

Dear takapon and Casino Guru,

The player has provided the documentation as requested today at 12:20 UTC, about 40 minutes ago. The KYC department is now reviewing the documents and will update the player when it is done.

Respectfully,

Ybets Casino Representative

Dear takapon and Casino Guru,

Unfortunately, we are yet to received the noted financial documentation from the player.

To address the concern, we have to perform the verification in several stages for security purposes. We are not allowed to request financial documentation unless we have verified that the account belongs to the person it is registered to, as it might be considered a breach of information collection agreement. As such, when we have received sufficient identification, we can proceed with financial details. We aim to expedite the process as much as possible, while also considering privacy, security and regulatory concerns in mind.

Respectfully,

Ybets Casino Representative

Dear player,

If you believe, you submitted the last requested documents in the correct form, please forward me the email to miroslava.d@casino.guru for review.

Thank you.

Dear takapon,

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.

Dear takapon and Casino Guru,

Unfortunately, since the latest update from our side, KYC department has not received any new communication from the player. We continue to monitor the inbox in case the player provides the requested documents.

Respectfully,

Ybets Casino Representative

Dear Mirka,

I wanted to inform you that I have already sent the requested documents and my detailed message to the casino, as per your instructions.

I have also forwarded the same email (including attachments) to Ms. Miroslava at miroslava.d@casino.guru for your reference.

Please let me know once you have received it, and feel free to contact me if you need any additional information.

Best regards,

takapon

Dear Mirka,

I would like to report the latest situation.

Despite having already explained multiple times that I have never made any deposits using Jeton, the casino has once again asked me to "provide confirmation that I am the owner of the Jeton account" I allegedly used for deposits.

This is completely false. All of my deposits were made on March 17, totaling $420 and $100, both via cryptocurrency transactions — no Jeton account was ever used.

It is clear that the casino has not properly reviewed my transaction history, and instead continues to send automated or careless requests without checking the facts.

This repeated misinformation and lack of attention are extremely frustrating and only serve to delay the process further.

I have already replied to the casino once again to correct this misunderstanding, but it is becoming increasingly obvious that they are not handling the verification process seriously.

Best regards,

takapon

Dear takapon and Casino Guru,

The KYC department has received recent documentation from the player and has made an additional request for financial documentation regarding the player's Jeton account. The player has made 12 deposit attempts via Jeton in 2025, which is why the verification of the account is requested.

Respectfully,

Ybets Casino Representative

Dear Ybets Casino,

Could you please provide me with an evidence of the player's mentioned use of the Jeton account?

Thank you.

Dear Mirka,

The relevant part of the log has been sent via email.

Respectfully,

Ybets Casino Representative.

Dear Mirka,

I would like to clarify the situation regarding the Jeton issue.

It is true that I attempted to make deposits via Jeton, but those attempts were unsuccessful, and no actual deposits were made through Jeton.

All successful deposits to my Ybets account were made via cryptocurrency transactions only.

Despite this, the casino continues to request Jeton-related documentation. To fully cooperate, I already sent my Jeton account information (showing my name and ID) on October 15, but I have not received any reply or confirmation since then.

I find it unreasonable that I’m still being asked for additional Jeton verification when there were no successful Jeton transactions to begin with.

Best regards,

takapon

Dear takapon and Casino Guru,

We kindly ask the player to provide the documents either in English language or with official English translation to be processed by the KYC department.

Respectfully,

Ybets Casino Representative.

Dear player,

Would you be able to provide the casino with the requested documents in English?

Dear takapon,

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.

Dear Mirka,

I would like to inform you that I have already sent the requested document in English to the casino.

Specifically, I provided my Wise account statement, which clearly shows my full name, residential address, and issue date in English.

This document was sent to Ybets KYC as proof of address so they can proceed with the verification process.

I hope this will finally allow the case to move forward without any further unnecessary delays.

Best regards,

takapon

Dear player,

Have you provided the casino with all of the requested documents in the correct form (including Jeton confirmation)?

Have you received any feedback from them?

Thank you.

Dear Mirka,

Yes, I have already provided the casino with all of the requested documents in the correct form.

This includes the English Wise account statement (showing my full name, address, and issue date) and the Jeton account confirmation showing my name and ID.

Both documents were sent directly to Ybets KYC by email, and I am currently waiting for their response.

As of now, I have not received any feedback or confirmation from them.

Best regards,

takapon

Dear Ybets Casino,

Could you please provide us with an update on the player's verification process?

Thank you.

Dear takapon and Casino Guru,

We have received notification from our CCS department and the finance department that your account has been verified and your withdrawal request has been successfully processed.

Respectfully,

Ybets Casino Representative.

Thank you for the update, Ybets Casino.

Dear player,

Please notify me, when you start receiving withdrawals.

Thank you,

Dear takapon and Casino Guru,

We have received information from our finance department that all withdrawal requests have been processed successfully.

Respectfully,

Ybets Casino Representative.

Dear takapon,

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,
Mirka
Casino.Guru