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

I am filing a complaint against Ybets Casino for unjustified delays in processing my withdrawal of $1,821 USD, which is part of my win of $2,896.72 on December 15th while playing Jack and the Beanstalk.

Although I played some of my winnings and lost a portion, the remaining amount should be processed without issue.

Initially, Ybets support confirmed that my withdrawals were in the processing queue (see attached screenshot 2).

However, shortly after, my withdrawals were canceled (and, of course, returned to the account to play and lose), and I was informed that:

"Withdrawal isn’t possible. Your previous bets are being reviewed by the game or sport provider to ensure fair play. You can withdraw again once the review is completed."

This contradictory communication is extremely concerning.

I have contacted Ybets support multiple times, but their responses have been unhelpful and vague, merely asking for "more time" without providing any clarity or updates.

Now, after 11 days, there is still no resolution, and I’ve received no explanation as to why my bets are under review or why my withdrawals were initially confirmed as processing before being canceled.

This situation has raised serious red flags, especially after reading other complaints about Ybets on Casino Guru and other forums.

Many other players are reporting the same withdrawal delays with identical reasons. It’s difficult to believe that so many players suddenly need their bets reviewed immediately after requesting withdrawals.

As someone with 20 years of online gambling experience, I’ve never encountered such behavior from a casino.

Ybets Casino’s stalling tactics, contradictory communication, and lack of transparency are unacceptable. I have a significant deposit history with Ybets and have always trusted online casinos to process legitimate winnings fairly.

Please note that I have already completed the KYC process and have successfully withdrawn smaller amounts in the past, albeit with occasional delays or cancellations due to "technical issues."

I am requesting Casino Guru’s assistance in mediating this issue and ensuring that my withdrawal of $1,821 USD is processed promptly.

Thank you for your help.

Dear ChrisGu,

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


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.

As it has now been 14 days since my win and withdrawal request (on December 15th), I want to save some time by providing additional information.

My account has been verified.

I’m not entirely sure when I joined Ybets, but it was a few months ago.

As mentioned in my previous message, I have successfully withdrawn smaller amounts in the past, although there was one instance where a withdrawal was canceled due to "technical problems," and the funds were not returned to my account for 5–6 days, another way of delaying things.

At the time of my win, I had no active bonus and was playing solely with my deposited real money.

I have only played Casino slots on Ybets.

I made two withdrawal requests: one on December 15th for $1,000 USD (the daily limit) and another on December 16th for $820 USD. Both were confirmed to be in the processing queue.

It is utterly appalling that Ybets canceled the withdrawals and returned the money to my account for me to play with (which I have not—I haven’t touched Ybets since). Rather than keeping the withdrawals pending during this so-called review "to ensure the fair play" they chose to reverse the funds.

Dear ChrisGu,

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.

Thanks for following up on my case. Unfortunately, my withdrawals has still not been processed, and there have been no meaningful updates from Ybets.

Their only explanation is that they are "reviewing the game" (Jack and the Beanstalk by NetEnt), but I have not received any proof of this review or copies of any communication with NetEnt to verify their claim.

Despite this review, the funds were returned to my account and are free to play and lose, yet I am completely blocked from making any withdrawals.

This lack of transparency and contradictory behavior is for me unacceptable, and Ybets’ handling of this matter has been deeply frustrating. I would greatly appreciate any further assistance you can provide to help resolve this case.

Thank you

Just checked my account at Ybets and noticed that my balance is now $1,803 USD, not $1,821 USD as it should be. I have not played or touched any games since December 15th.

And, of course, I am still unable to withdraw.

Hi again Casino Guru. I understand that you are busy these days, but just wanted to add that I have confirmed with NetEnt that they have no record of any conversation or "review" regarding my win on Jack and the Beanstalk at Ybets. This further supports my concern that the delay in processing my withdrawal is unjustified and not related to any legitimate investigation.

I would appreciate Casino Guru's continued assistance in resolving this matter. It's been 20 days since my win and withdrawal.

Thank you ChrisGu for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Branislav,

Regarding my message about my balance earlier (regarding that it had gone down to $1,803 USD)

My balance is now back to $1,821 USD.

I still can't do the withdrawal and support have been quiet for a very long time, and today is 23 days since my win and first withdrawal attempt on the 15th of December.

Hi, funnily enough my balance have gone down to $1,803 USD again...

Anyway, as it has been nearly 2 weeks since I made my complaint, and 24 days since my win , I would appreciacte if you could contact Ybets for some sort of explanation. Their support is not helpful.

Hello, ChrisGu,

I am sorry to hear about your unpleasant experience, and thank you for your email. I will contact the casino and try my best to resolve the issue as soon as possible. Just a short note - please bear in mind that casino.guru has 7 days for replies.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Ybets Casino team,

Could you please explain the player's situation in more detail? Can you please instruct him on how to withdraw his winnings?

If we are talking about a breach of the casino's Terms and Conditions, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Dear ChrisGu 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 Representative,

It has now been 33 days since my win on December 15th.

33.

I rest my case.

Thank you both for your replies.

Dear ChrisGu,

Some time passed. Can you please provide us with an update? Is there any progress?

Has the casino already contacted you? If so, what information did you receive, and what is the status of your issue?

Thank you.

Dear Branislav and Casino Guru Team,

Thank you for following up on my case. You are very correct - some time has indeed passed. 38 days.

Ybets has not responded to any of my emails or provided any meaningful updates about my withdrawal. Their response in this thread is the same standard reply they’ve given to other complaints here and on platforms like AskGamblers. This gives the impression that they’re not addressing these issues sincerely but are instead relying on generic responses to stall players.

What’s most frustrating is their decision to cancel my withdrawal requests rather than keeping them pending, as any reputable casino would. This forced the balance back into my account, which could be played and, in my case, ultimately lost. Meanwhile, their excuse that my winnings were under review by NetEnt has been proven false—I confirmed directly with NetEnt that no such review exists.

So.... on January 18th, after weeks of waiting with no resolution or communication, I regret to say that I played and lost the balance.

However, I uphold my complaint because Ybets’ actions, delays, and lack of transparency made it clear to me that I would never receive my winnings. This situation has been deeply frustrating and disheartening.

I am now considering contacting my bank to file a chargeback. I made 89 deposits to Ybets, believing they were a reputable and fair casino, but their behavior throughout this process has made me feel completely fooled.

I understand that Casino Guru may have limitations in resolving this matter since the balance is now lost, but I feel strongly that Ybets needs to be held accountable. Their handling of my case, combined with numerous similar complaints (as you know), reveals a troubling pattern of behavior that harms players.

Thank you for your time and for any further guidance you can provide.

Thank you for your response and the update, ChrisGu.

In any option (withdrawal cancelled by you or the casino), although it is not ideal, it does not mean the casino is responsible for your further actions, and that you decided to play your balance away. You could have simply requested a new withdrawal or waited for further instructions/updates. Some players are able to wait months or in some special cases even years for their payouts. So, even if the casino had cancelled your withdrawal, it is not correct to blame only the casino for the loss of your money. No one forced you to play. In addition, despite the casino having complaints from players regularly, I cannot see one that would have been closed as 'unresolved'. Until now, we have been able to close all their previous complaints with clear results (resolved/rejected), with their help and cooperation.

Unfortunately, even if your claims about the review on the provider's side were completely confirmed and proven, it would be necessary to investigate the matter in more detail (which games and from which providers you played, how exactly your winnings were accumulated, what was supposed to be reviewed) because it is not clear what all games you played, from which providers. Therefore, it would not be enough to provide only a statement from 1 game provider regarding their investigation. And, since you lost your disputed funds, there is basically no relevant reason to dig deeper into it and investigate it further. The casino did not inform you about any breach or winnings confiscation, so there was still a chance to withdraw them. It was only necessary to wait and stay patient.

Based on the update and the above-explained, unfortunately, I am afraid there is nothing more we can do. In this case, we are forced to reject this complaint due to the loss of the disputed funds - the subject of the complaint.

Although I understand your frustration and hope you will not come across a problem like this again, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help. However, if you experience any problem, I strongly recommend staying patient and waiting until a situation is completely reviewed and sorted out, without touching the disputed funds during the complaint resolution process.

Thank you, Ybets Casino Team, for your cooperation.

Best regards,

Branislav, Casino.Guru