Ybets Casino - プレイヤーの出金リクエストが遅れ、アカウントの確認に問題があります。

I opend an account on ybets.net Oktober 24. I won a big win same day. Spended some of it on more gaming. I wanted to take some money out and had an option to transfer to my card. 

It took about 10 days and the KYC department wanted me to send pictures of my card, pictures of my id.

I did that and it takes 10 more days to get an answear. They wanted me to take new pictures in front of my website with my account and with id in hand and show my full face. 

I sended those pictures and it tok 10 more days and i got answear that pictures was not good enough. I tok new pictures and also made a movie with me in front of my site with my id in hand. Werry clear pictures.

took around 10 more days and they are saying pictures not god. You can see information you Need absolutly.

when i look around on trustpilot and other sites i see im not alone. Many many scamed people.

I have sent them many e-mail asking them what is status but get no answear at all. I have contacted their chat many many times and all they say you have to contact KYC. Tryed to tell them i do not get answear from KYC but they only answear that i need to contact them. I have tryed for weeks now but no response. 

I started to get worried so i contacted Pagcor who they claim they have licens under. Pagcor answear me that they dont have an licens under them? So now i dont know what to do?

Dear Killacamers, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please specify if any of your identity documents have been approved during verification?

Which of your documents have been rejected by the casino during KYC?

When exactly did you send the last document to the casino for verification, and which document was it?

Please forward me the documents that have not been approved during KYC at veronika.f@casino.guru along with all the communication that could be relevant to the investigation of your case.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi no response still from ybets. I have sent you some more information that you asked for in e-mail.

Thank you very much, Killacamers, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Killacamers,

I've reviewed your situation, and I’m sorry to hear you’re having trouble with verification. I’ll assist you by reaching out to the casino. We'll find out what can be done once they respond.

Dear Ybets Casino, I invite you to join this discussion and help resolve the player's complaint. Could you provide more details about the case? Specifically, why is the KYC process taking so long? Why were the player's photos rejected?

I look forward to your response. If you have any supporting documents, please send them to my email natalia.b@casino.guru.

Best regards,

Natalia

Thanks for your help. Hope they give some answear to you. I have sent them lots of frustrating mail. I was not so happy in all of them an asked about their licens and called them scamers. Så frusterated iver this situation. Those money had been nice for my kids for christmass. I dont think i Will get any of them. Thats what i read from other players. Thanks so much for your help.

best regards Tommy

Dear Killacamers 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, please, let us know if you can share any updates about the player's issue. What is the current status of the player's KYC verification?

hi and happy new year.

i got standard e-mail from 24 of december

So, please send us a high-quality photo of yourself holding your ID document in front of our website so we can proceed with the verification process.

i asked them what kind of information are you missing in the pictures and movie i sent. I asked them how to make an photo they will accept. I told them it difficult to make an photo with 3 diffrent objects in diffrent deepts totaly klear. But you can see the info if you zoom in. I sent this 24 of december and have not heard anything since then…

not sure what to do anymore..

Dear Killacamers, could you please send me the most recent selfie that was rejected? You can send it to natalia.b@casino.guru. Also, specify what mobile phone you used to take the photo.

Happy New Year to you, too. I hope we'll manage to sort this situation out soon.

Dear Killacamers and Сasino Guru,

Please be advised that the client is still undergoing verification. 

Our KYC department has raised a query regarding one of the documents the player sent. 

The player has been notified by mail.

Respectfully,

Ybets Casino Representative

Undergoing Verification since 24 of october… other casinos makes the vereification i 5 minutes…

i have asked ybets in atleast 20 emails about what you need and what the problem is. No answear.. standard e-mails saying please send photo of you bla bla bla. Think i sent 25 difrent photos. You can clearly se all information you need Ybets. I see im not the only one having this problems. I sent you need phothos againg. How long are you going to contiue whit this bull..it. Ybets have blocked me on chat and dont answear on support mail. I see your rating is going down in every rating site. I can see why..

Hi! Now they have found another thing to complain about! They need a utility bill because proof of adress. I have already sent them this in October. Now they find something new. Why havens Ybets tell me before in all this e-mails that it was an problem to?? You see this is not serious site. They Will not pay out.

Dear Killacamers, thank you for the updates. Can you please specify if your selfie was finally accepted?

Have you already sent a utility bill in October or it was another document to prove your address?

Hi not sure if they approved my pictures. I dont se they say anything about it. Yes i have sent utility bill before but now they need it again. I Will send them a new one and we have to wait to see what they Will complain on next time.

se latest e-mail from them below

So we can proceed with the verification of your account, we kindly ask you to submit supplemental documents such as a utility bill that shows your full name, residential address and date of the bill (not older than 90 days). Please only upload the one page which contains the required information and use an image file format (such as PNG, JPEG, PDF).

Additional forms of utility bills that are also acceptable include, but are not limited to: a current lease, a proof of enrollment at a college or university, or a tax return.

im also still blocked from their support chat. I had 948 euro on my account now in down to 930 euro. Trying to ask them why but i can not send chat and they dont answear my e-mails. I have screen dumps on all of this to with my balance

Thank you for specifying this, Killacamers.

Dear Ybets Casino, please let us know once you receive the new utility bill and have it reviewed. Is this the last requested document needed to complete the verification? Additionally, could you specify why the player's access to live chat was blocked?

Hi. Please blacklist Ybets and Warn other players. Like i Said this is an scam site who Will never ever pay out. They just send more stupid things they demand just for not paying out. Please blacklist them look around hundreds and hundreds players have same problem. Stop this site now. I Will never get a cent of my money.

see below

So we can proceed with the verification procedure, please provide a confirmation of the source of your funds (Source of Funds). The following documents may be presented as proof of the source of funds:

Bank Statements not later than 3 months, that show the User’s financial transactions, indicating regular income or other sources of funds.

Employment pay slips for the last three to six months, clearly showing the User's income from their employment.

Recent tax returns that provide information regarding the User's income and sources thereof.

Statements from investment accounts, including stocks, bonds, or other securities, demonstrating the source of funds generated from investments.

Sale of Assets Documentation: Official documentation that proves the sale of assets, such as property or vehicles, including agreements and receipts.

If applicable, recent financial statements from a business owned by the User, which can illustrate earnings and cash flow.

Gift Letters: If the funds are from gifts, a formal letter from the person providing the gift may be required, along with other supporting documents, such as bank statements proving the transfer of funds.

Dear Killacamers, Thank you for the updates. Could you please clarify whether you have already provided the casino with proof of the source of your funds? I understand how exhausting it can be to constantly provide additional documents. Ideally, casinos should outline all the required documents at the beginning of the KYC process so that players know exactly what is needed.

However, there are instances where casinos may request more documentation even as the KYC process is ongoing. I recommend that you submit the requested documentation, as it is essential for them to comply with their regulators' requirements and anti-money laundering policies. Verifying the source of funds is often a necessary step to complete the KYC process.

So far we do not make any decisions to blacklist this casino. As you may have noticed we have many ongoing complaints for Ybets Casino, but no complaint has been closed as unresolved yet, as they are still in progress. We have been closely monitoring them and will act based on how the situation will develop.

Furthermore, we are still awaiting comments from the casino regarding your issue.

Thank you for your understanding.

Regards,

Natalia

Dear Killacamers and Casino Guru,

The client is still undergoing verification. We are awaiting the client's submission of the requested documentation.

We will ensure that they process your request as soon as possible.

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

As soon as possible. Since 24 of october. Scam scam

Dear Killacamers, have you already provided the casino with the requested documents? If yes, can you specify the type of document you uploaded/sent to them?

So tired of this shit! I dont understand why you dont see the whole picture of this! They have scamed me and 1000 of people. Look around on every rating site. Ybets its just an scam site. I have played on 100 reds of casinos and newer experient this type of handling! Dont you see the whole picture? I have lost this batle! They can scam as many as they want……. Its so strange that you dont warn other players

Dear Killacamers, I understand you feel upset because of this prolonged process, but please understand that proving the source of funds is a standard part of the KYC procedure in many online gambling establishments. I would advise you to provide the casino with the requested document if you haven't done so yet so that the casino can proceed with the verification.

when can you allow me to make an rating on this site on Ybets. I would like to tell them my story ongoing since 24 of october. Step by Step. How they block you on support. Not answes e-mails. Dont tell you all about the information they need directly. Just to make people give up. When can i do that?

Dear Killacamers, I would like to follow up regarding my previous message. I'm unclear based on your responses whether you have provided the requested document. If you choose not to submit the documentation and cooperate with the casino, I will be unable to keep your complaint open.

As for your question about reviews, please note that user reviews are managed by a separate team. Our complaints team specifically handles player complaints.

yes i have provoded them. Like all other documents hundreds of times. For me this sounds strange that you dont see the whole picture of this problem with Ybets that many many people have problem with. Who owns this site? Why dont you warn people to get scamed. Just look around. Dont you see the whole picture of what they do to gamblers just for making trouble to pay out. Block people on chat. Dont answear e-mails. Are this site a part of Ybets?

Dear Ybets Casino, can you please update us? Have you received a confirmation of a source of funds from the player?

Dear Killacamers and Casino Guru,

Unfortunately we have not received any prod of funds from the player.

Furthermore, the player has not responded to our emails since 20 January.

Respectfully,

Ybets Casino Representative

This Is so stupid……. I think you need to look in ro all my emails since 24 of october. Ybets! You dont respond on my emails. Why? And why have you blockad med on chat?

i Will send you this again….but can you tell me now what you need for next step. You dont demand all info you need i one e-mail. You ask for new info every time . Please write down here step by step of all info you need so i dont get more emails regaeding new 🆕 nformation again. First i need this before i send anything again….

Dear Killacamers, can you please forward me (at natalia.b@casino.guru) the email with the attached source of funds proof that you have shared with the casino since they haven't received such an email, although you claim to have sent the requested document? Thank you.

So i have sent them again. Whating for Ybets Next crazy thing.

have an question for casino guru. Why dont you ask Ybets about the false License under Pagcor? This is real proof. I also asked who owns this site. Have you somethinge to do with Ybets? Its for me strange that you dont see what they are trying to do.

i have also not get any answear from Ybets regarding my questions of all they demands. Why im blocked on chat and why they dont answear my support mail? Somethinge is strange here…

Dear Killacamers, please be informed that Ybets Casino operates under Anjouan license, you can find them listed in the register here: https://anjouangaming.com/license-register/.

I would appreciate if you could forward me the documentation you recently provided, so that I can review it separately from the casino and be sure that it meets all the requirements and can be used for verification. Unfortunately, I haven't received anything from you yet.

Dear Ybets Casino, please, review the newest documentation the player shared with you and let us if we can proceed further with KYC.

Please, also explain why the player was blocked from the live chat on your website.

Im so scamed!!! I can no longer access website. I can not contact support. My money is in ybets scamers pockets.

And here are the proof of that they had false licence

So im fuckt…. I Will never see any money and casino guru is still holding their back? Something is not right here.

Dear Killacamers, can you please specify when the screenshots on which the PAGCOR is mentioned were made? The casino used to have the PAGCOR license, however, it wasn't prolonged, and the casino obtained a new license - Anjouan Gaming - and currently operates under it. You can see this information on their website, there's also a working validator:

I'd also like to thank you for sending me the email with the payslip.

Dear Ybets Casino, please specify why the player cannot access your website? What is the reason for blocking him?

According to the player, he provided you with a payslip from their employer to confirm a source of funds for January. I have received the document, it looks legitimate.

Please, confirm if you have received it, too.

I'd appreciate it if you could leave a detailed description of your requirements for the source of funds document, what dates/months should be covered, which format should be provided.

Sent foundings slip 11/2 but no response from Ybets. They dont answear here. You see??

Dear Killacamers and Casino Guru,

The player has been successfully verified.

He is now eligible to withdraw his funds.

Respectfully,

Ybets Casino Representative

Now we geting somewhere. But tell me how to do that because i cant access my site anymore…

Thank you for the updates, Ybets Casino.

Dear Killacamers, what error message do you receive when you open the casino's website? Can you try using another browser? Have you tried opening it from only one device?

Dear Killacamers,

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.

Now i have got some money on my account after 4 months. Still waiting answear why the 50 eur disapeared from my account. I dont have power to go tru this shit again. Thanks casino guru for your help!

Ybets! Your casino sucks and hope Your casino get stopped for all your scams.

Dear Killacamers, thank you for the updates. Can you please clarify if you have withdrawn your money from your casino account? How much did you request? You received €50 less than requested?

I got my 900 at an bad exhange rate. Still had around 50 euro left but they disapered. Dont care anymore. I Will not go in to that fight.

I also see that they have blocked me fully now. Cant access at all. So they hate me anyway

Dear Ybets Casino, could you please clarify whether the withdrawal fee was applied by Ybets Casino or by the payment provider? Also, could you explain why the player's account was blocked after verification was confirmed as complete?

Dear Killacamers and Casino Guru,

The player successfully withdrew all of his funds.

Subsequently, the administration decided to close the player's account.

Please note that we are not responsible for fluctuations in the exchange rate, and we consider this complaint resolved.

Respectfully,

Ybets Casino Representative

But i had 48 euro left. Where did they go?

Dear Ybets Casino, could you please share a confirmation of payment from your side? Have you sent exactly 948.81€ to the player?

Dear Killacamers, can you please share a bank statement to prove that you received less than expected? When you submitted a withdrawal request, the amount you set was exactly 948€? Did you play any games while waiting for verification or the possibility for gameplay was blocked?

Hi. This is 900 euro in SEK i recived. I cant access my account on Ybets so i can give you proof and i did not take an printacreen of it before they kicked me out. I did not play anything regarding of the situation with KYC and the handling of the whole shit they pit me in. Ybets Will probably give you another story. Im empty of power to go thru this shit. I Will let it go now. They are nothing but an scam site.

Dear Killacamers, I’m pleased we could assist you with the verification process, which allowed your withdrawal request to be processed successfully by the casino. However, I understand why you might still feel upset.

It’s not uncommon for issues to arise when payments are made in different currencies. Your bank may apply exchange rates and processing fees that the casino cannot control.

I’m sorry to hear that your account was closed. Since the casino fulfilled its obligations by processing your withdrawal, it retains the right to close player accounts for any reason after mutual obligations have been met.

For these reasons, we must unfortunately reject your complaint. Thank you for your understanding, and I'm sorry we couldn't help further in this situation.

If you want to explore options, please check our list of top online casinos for Swedish players with a Swedish license: Top Online Casinos. Don’t hesitate to reach out if you encounter any issues with this or any other casino in the future.

Best regards,

Natalia