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

Hello, this week I won 5.5k€ on roulette, and I tried to make an withdraw (1k€ max per day) and the withdraw as canceled and now i have this message: Withdrawal isn’t possible Your previous bets are being reviewed by game or sport provider to ensure the fair play. You can withdraw again once review is completed. I made one withdraw before (350USDT), and now I cannot withdraw any money, i sent an email, with no reply atm.

The live support said I should wait for this "review", but I saw a lot of cases similar and I want to complaint to this so I want to finish this with fair.

I have all the prints, include the winnings attached here in the thread, I won this money with pure luck.. nothing more.

What can I do?

Dear elpablo,

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.

Hello Nick,

Thanks for the answer, i understand that I need to wait.. but I see a lot of similiar cases with the same casino, all I want is to be fair and I want the same from YBets, I made a lot of deposits, like 1k and I lost the money in this casino, we win and we lose, and I want the same respect from YBets that I have with this casino...

All the prints are attached, just to see its only luck, nothing more...

Thank you and I hope Casino Guru can help me in this 🙂

Dear elpablo,

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 Nick,

No answers from Ybets. I've sent another email. Can you please contact the Casino Representative please?

Thank you

Hello,

It's been passed more than 15 days, no answers from Ybets, can you please help me?

Thank you

Hello again,

New update: YBets unblocked my account and then I've tried to withdraw and they blocked the account again, the same message appears "Withdrawal isn’t possible Your previous bets are being reviewed by game or sport provider to ensure the fair play. You can withdraw again once review is completed."

I will attach the prints with proofs of withdraw rejected, check the date of the withdraws, yesterday, and they rejected again.

If you can contact YBets I will appreciate.

Thank you

Thank you elpablo for all the information provided so far. I will now forward your complaint to my colleague Kubo (jakub.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

They reject the withdraw, and I received an email to complete the KYC, i've send it all the documents asked by YBets, still waiting for an answer.

I will update when i get any info.

Thank you

Hello Kubo,

I've sent the document asked by YBets, no answers until this day, can you please contact the Casino Representative? Almost 1 month passed and no updates...

Thank you

Dear elpablo,

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 elpablo and Casino Guru,

Our KYC department is currently awaiting information regarding your payment method.

Detailed instructions have been sent to you via email.

Respectfully,

Ybets Casino Representative

Hello Ybets,

I've sent the documents asked by you, thank you

Hello,

They asked prints from my payment method, i've send it to Ybets, still waiting for an answer.

Thank you

No updates from Ybets yet, still waiting.

Hello again,

I've send another email to Ybets, if you can remind them again I appreciate, 1 month and 1 week passed... I understand they need to verify my ID and payment methods but its to much, never happen this to me... 

Thank you

Hello elpablo,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello,

No news from YBets, 1 week passed since last email i've received from them.

Hello,

No updates from YBets yet... This is insane.

Dear elpablo,

First and foremost, I apologize for the delay in my response - I was recently on sick leave but am now back and ready to assist in moving this matter forward.

Dear Ybets Casino,

Based on the information available, it appears that the player has already submitted all the requested documents. Could you kindly provide an update on the current status? Have the documents been reviewed, and if so, what are the next steps required to complete the player's verification and enable the withdrawal process?

Thank you for your cooperation.

Hello Kubo,

No problem for your delay, hope everything is okay with you 🙂

I'm sending emails everyday for the YBets KYC Team, no answer from 27 April. Still waiting for news.

Thank you

Hello,

The KYC team asked for a document for adress proof. I've send it 3 days ago, still waiting for their update.

Almost 2 months to verify the account, its crazy.

Thank you

They decline the document I have send it I dont know why.

I send a bank statement showing the full name, full adress, and the date of the document as they asked.

Kubo can you please help me? I've never see anything like this to verify my account, its too much.

Thank you.

Hello,

Still waiting for updates, i've sent two documents with all the informations, there is no excuse to not accept both of them, when the information you need to verify my ADRESS is there.

Hope you accept this one, all the information is there.

Thank you :)

Dear elpablo and Casino Guru,

Unfortunately our KYC department did not accept your document.

Please provide a bill that is no older than three months.

Respectfully,

Ybets Casino Representative

This is crazy, on the email they said the document is not accepted because they dont accept bank statements to verify my adress, and here they said to send a document not older than 3 months.

Kubo can you please ask them why they didn't accept a document that shows EVERY single information they asked?

Thank you.

Hello,

They fully verified my account, i've made 5 withdraw requests, i'm waiting for the money, I will update when I have updates.

Thank you

Hello,

New update, they canceled one of my withdraws, they said "due to payment provider", but they say all is good with my account, still waiting, please do not close this thread until I have my money.

I will update soon.

Thank you

Hello,

Still waiting for updates, they answer about a "payment provider error" I dont understand, i'm waiting for the withdraws i've made 4 days ago. I will update soon.

Thank you

Hello again,

I'm leaving here a print to report another situation, they are rejecting every withdraw request i've made on 17 June, they always have an excuse to reject payment.

Can you please help me Kubo and ask them what is going on?

Thank you

I logged into my account today, and they have rejected the withdraws again, still no updates from their side.

Can you please ask the Casino Rep, what is going on?

Dear elpablo,

Thank you for your updates. Based on the available information, the casino rejected your document because it was older than three months, which they explicitly stated. While your document may contain all the necessary details, the three-month validity period is a standard requirement to ensure the information is current.

That said, it's a positive development that your account has already been fully verified. I’ll keep this on record for future reference.

Dear Ybets Casino,

Could you please clarify the current status of the player's withdrawal and explain if there are any remaining issues? Additionally, we would appreciate it if you could provide an estimated timeframe for when the player's funds will be released.

Thank you for your cooperation.

The KYC has been fully passed. I'm just waiting for them to process the withdrawals i've made.

They have a new excuse everyday.

Always the same answers on Live Chat, everyday, this is an exaggeration.

"your request has already been forwarded to our Financial Department for priority handling." The same answer from 1 week ago. I've tried withdraw by Skrill, Credit Card and Bank Transfer, all rejected. Still waiting for a real update from YBets Casino. Insane.

One withdraw of 25€ by credit card as been processed, i just do to test how much time it takes to be processed and it was quickly, i've made 1.5k withdraw, and it takes longer, still waiting.

Thank you.

Dear elpablo and Casino Guru,

The player has successfully completed the verification process and has already withdrawn a part of their funds.

Respectfully,

Ybets Casino Representative

Dear Ybets Casino,

Thank you for the update.

Dear elpablo,

I’m glad to hear that your withdrawals have started to be processed. Could you please let me know how much you have successfully withdrawn so far, and how much remains outstanding?

I will keep the complaint open until the full amount has been withdrawn.

Thank you for your cooperation.

Still waiting for 3 withdraws, when i receive the money I Will update here

Can you please contact YBets Kubo?

Its take too much time, i've contacted Anjouan Gaming Director directly, and he has trying to help me too about this case.

Thank you

Dear elpablo,

Thank you for letting me know.

Dear Ybets Casino,

Could you please clarify the reason for the current delay in the player’s withdrawal? Ten days ago, you confirmed that the player’s verification was successfully completed and that he was free to proceed with the withdrawal. While part of the balance has been paid out, the remainder is still pending without further explanation.

We kindly ask that you expedite the process and provide an update as soon as possible.

Thank you in advance for your cooperation.

Dear elpablo and Casino Guru,

The player successfully received his funds.

Respectfully,

Ybets Casino Representative

Dear Ybets Casino,

Thank you for the good news!

Dear elpablo,

Could you please confirm whether your issue has been successfully resolved?

Thank you.

Dear elpablo,

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