Ybets Casino - O levantamento dos prémios dos jogadores está atrasado.

Hello,

This website is a disaster. I've been waiting since the 2nd for my winnings to be updated because the games were paying out less than I was entitled to.

They never honor the promotions they advertise on Telegram, and their customer service leaves much to be desired.

On December 24th, there was a promotion offering 1% bonus and 1 free spin based on the deposit amount. Well, I deposited €59 and the promotion wasn't applied.

I also had to claim back the promotional deposit tickets, as they gave me less than I was entitled to.

If you can, don't play on this site. They always make mistakes, but they always end up making them.

Hola,

Esta página es un desastre. Llevo desde el día 2 esperando a que se actualicen mis ganancias porqué los juegos daban menos premio del que me correspondía.

Nunca aplican las promociones que ponen en Telegram y además la atención al cliente deja mucho que desear.

El día 24 de diciembre había una promoción del 1% y 1 free spin según lo depositado. Pues bien, yo deposité 59€ y no me aplicaron la promoción.

También tuve que reclamar la promoción de tickets por depósitos que me dieron menos de lo que me correspondía.

Si podéis, no jugeis en esta página. Siempre se equivocan pero a su favor.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Pulgo54,

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 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

Dear Pulgo54 and Casino Guru,

At the moment, the player does not have any withdrawal requests at Ybets.

The player has submitted a concern about alleged incorrect winnings as a result of a server issue. The player was asked to provide details of specific rounds in question as this information is required to submit an inquiry with the game provider. Unfortunately, the player was not able to provide the requested information. The game provider's technical specialists were not able to locate any server issues within the timeframe described by the player and bets are calculated as expected.

As a gesture of goodwill, the player was issued a no-deposit and deposit bonus for their troubles in the meantime. Further inquiry can only be made upon provision of details about a specific round, in which the player believes the issue occurred, as the game provider was not able to find any irregularities otherwise.

Respectfully,

Ybets Casino Representative.

This is what comes up when you search

Esto es lo que sale cuando consulta

So you tell me where I can find it.

Así que ya me dirán dónde lo consulto.

You are the only ones who can check the history of each game, and you ask me to check it, when you know perfectly well that it is impossible for me.

I have already provided evidence that your page makes irregular use of b

Ustedes son los únicos que pueden consultar el historial de cada juego y me piden a mi que lo consulte yo, cuando saben de sobra que es imposible por mi parte.

Yo ya he proporcionado evidencias de que su página hace un uso irregular b

Here you can see that my balance is over €450

Aquí podrán comprobar como mi saldo es de más de 450€

Dear Pulgo54 and Casino Guru,

Since no irregularities were found in the normal operation of the game provider's servers, there is no basis on checks of over 9 thousand rounds played by the player in the 2-3 hour window in question. As such, additional investigation is only possible if there is a concern about a specific round.

The round in question matches the server information provided by the game provider and our internal logs. The game round was as follows:

Time - January 2nd 20:40:52 UTC (21:40:52 local)

Game - Dr. Rock & the Riff Reactor

Bet - 0.4 USD

Result - loss

Balance - 389.3613 EUR (which matches 456 USD with current conversion rate)

As such, we see no issues with the mentioned round. Relevant game log has been provided to Casino Guru via email.

Respectfully,

Ybets Casino Representative.

You have to check whatever needs to be checked. You lazy bums. I'm telling you, they gave me fewer prizes than I was entitled to.

Ustedes tienen que comprobar lo que haga falta. Pedazo de gandules. Les digo que me dieron menos premios de los que me tocaban

Dear Pulgo54,

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,

I'm still waiting. They say I'm the one who has to provide the game rounds, and you can't check that on the website. So, no. I haven't received anything.

Hola,

Todavía sigo esperando. Dicen que soy yo quien he de aportar las rondas de juego y en la página no se puede mirar. Así que, no. No he recibido nada

Dear Pulgo54,

Thank you for the update. To clarify the current status of your case, could you please confirm:

• Do you currently have any active withdrawal request submitted at Ybets Casino?
• If yes, on which exact date was the withdrawal requested and for what amount?
• If not, have you attempted to submit a withdrawal recently, and was it rejected or cancelled by the casino?

This information is important for us to determine whether the issue concerns a delayed withdrawal or a separate dispute related to game results.

Thank you for your cooperation.

Karla

Dear Pulgo54,

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,
Karla
Casino.Guru