Ybets Casino - O pagamento do jogador foi atrasado.

Hello,

I received an 80 € weekly cashback for approximately 800 € lost during the last week. I wagered the cashback 3x and won 400 €, after which I requested a withdrawal.

My first withdrawal in this casino (100 €) was processed almost instantly, however this time it has already been over 80 hours with no payout. Previously, support informed me that withdrawals take up to 72 hours, which has now been exceeded.

Today I was advised by support to contact the finance department, but I have not received any response or status update. A 400 € amount should not be delayed, especially considering that I have lost over 1,000 € in this casino.

Please clarify the reason for the delay and inform me when the withdrawal will be processed.

Best regards

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Dear sarunaskmk,

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 sarunaskmk and Casino Guru,

After an additional inquiry, we must note that our Terms do not specify maximum withdrawal time of 72 hours, highlighting that individual method and other factors may cause longer times. Since the withdrawal was requested via card transfer during banking holidays, processing may take longer than normal. At the same time, we wish to note that player's withdrawal has now been fully processed by the team. No further withdrawal requests remain. We thank the player for their patience.

Respectfully,

Ybets Casino Representative.

Dear sarunaskmk,

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.

Dear sarunaskmk,

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,
Attila
Casino.Guru