Ybets Casino - プレイヤーの撤退が遅れています。

I am so sorry to bother but im extremely frustrated with ybets.net because after losing all my monthly living money on their site, I attempted to withdraw $1,000. Suddenly my withdrawal was canceled without any clear reason or notification. I only found out when I checked my account again. When I contacted support, they told me, "your withdrawal has been rejected by site security" and that "Your gaming session has been sent for verification by the provider. Verification will take 14 days." When I asked for more details, they responded, "the reason why the withdrawal is canceled is because the site’s security department has verified your gaming session," and later again something vague "your account was chosen to check the game session. I do not know, it is closed information." Additionally, when I inquired why I wasn’t notified about the cancellation, they said, "unfortunately I don’t know for what reasons players are not notified about the reason for canceling the withdrawal, and beginning of the provider checking the game session." I know they are deliberately delaying my withdrawal, knowing that as a gambling addict I will most likely continue to play and lose my winnings, as described by many other recensions.

I chose ybets.net because it had good reviews on CasinoGuru, but now I see many warnings about similar problems where the casino doesn’t pay out winnings. This is the second time a CasinoGuru-recommended casino has let me down, and I am very disappointed. I hope you can help me resolve my withdrawal issue quickly and stop using these unfair tactics.

Dear t7wy4frmsy,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Ybets Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Is your casino account currently accessible to you?
• Have you informed the casino about suffering from gambling addiction?
• I would recommend you inform the casino about suffering from gambling problems and financial difficulties immediately so that you are protected.

If you have accounts open in any other online casino I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here https://casino.guru/global-self-exclusion-initiative and about BetBlocker here https://betblocker.org/

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link https://casino.guru/problem-gambling-help-centers

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

Best regards,

Tomas

Hi Tomas,

Yes, the casino is currently accessible to me, but not every page. I can access the games and make deposits, but withdrawals are not possible—I’m getting a "Withdrawals are not possible" message.

Earlier, when I informed them about my situation, I knew they were holding my money to wait for me to lose it. Indirectly, I indicated that I would lose the money if I didn't got the withdrawal asap.That is without a doubt a very red flag for any honest casino. However, after receiving your message, I wrote to them specifically stating that I am an addict.

I also want to point out that my balance has been decreasing, and I have not played since my withdrawal was canceled. I will attach screenshots for reference. I requested my in-game transaction history, but they replied that they don’t provide it through chat and advised me to contact their support. I have emailed their support team but have not received a reply.

Additionally, I tried to file a complaint with their licensing provider. I contacted PAGCOR but received a warning message stating that they do not hold a license. Please see the attached files. I asked them who their licensing provider is and received a response, which is also attached. The license provider is listed on their website. Se attached file ResponsePagcor

Thank you som much for your assistance.

Best Regards

Thanks for your reply.

Our data team is attempting to confirm your claims about the license status of the casino independently.

• Could you please share the communication in which you informed the casino about your gambling issues and any response you might have received?
• Have you received any updates regarding the check of your gaming activity?
• Could you please explain which games you played in the casino? In which did you accumulate your winnings?
• My email is [email protected]

I can’t find our initial chats about me being an addict, but I will email you one of the later communications between me and the casino, where I told them that I was a gambling addict. They responded that they would close my account "as soon as you fully lose or withdraw your funds from the balance."

I will attach the files for this as well. I contacted them more than a week ago requesting my gaming activity. While I’ve received replies to other emails sent later, I still haven’t received a response regarding the gaming activity request. I contacted them again (see attached file) to follow up, and they replied that my request has been passed to the appropriate department.

I played mostly a game called Gods of Glory by Slotmill, but I also played a little on other slot games.

The files sent to [email protected]

Thank you very much, t7wy4frmsy, for providing the necessary information.

Have you received an update from the casino regarding the investigation from the game provider?

Please let me know of any updates.

No, there is still no updates. I will write it here, in if there is any

Thank you very much, t7wy4frmsy, for providing the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello t7wy4frmsy,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Ybets Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

Dear t7wy4frmsy and Casino Guru,

The security department has cancelled your withdrawal and sent your gaming session to the provider for verification. 

This procedure usually takes no more than 14 days, so please be patient.

Respectfully,

Ybets Casino Representative

Dear Ybets Casino,

Please keep us updated. In the meantime, can you tell us why was the player's gaming session sent to the provider?

Dear t7wy4frmsy and Casino Guru,

The game session has been sent for verification due to suspicions raised by our anti-fraud team.

I am pleased to inform you that the check has now been successfully completed.

Respectfully,

Ybets Casino Representative

I just want to clarify, my money still hasn’t been payed of. I have contacted multiples times but still same lies and the scam still continues.

they are now asking for kyc, I sent them what they asked for more than a week ago but still can’t make withdrawals but deposits are working perfectly. When contacting support the only answer they give is that they don’t have any information and that I should email them instead (they never respond to emails)

Dear Ybets Casino,

Do I understand correctly that there was no fraud committed on the player's side, and after he passes the KYC, he can withdraw successfully?

Dear t7wy4frmsy and Casino Guru,

I am pleased to inform you that the player has successfully passed a check from the anti-fraud team.

The next step in the process is verification.

Respectfully,

Ybets Casino Representative

Dear t7wy4frmsy,

Can you complete the verification according to the casino's request so your issue can be resolved?

Dear t7wy4frmsy,

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.

Dear t7wy4frmsy and Casino Guru,

Unfortunately, he has now used all of his funds and declared his addiction, which has resulted in him being blocked. 

Respectfully,

Ybets Casino Representative

Dear Ybets Casino,

When was the first time that the player had informed you about his gambling addiction?

Dear t7wy4frmsy and Casino Guru,

The first report that this player was addicted was made on December 4.

Respectfully,

Ybets Casino Representative

Can you also tell me when exactly the player used the funds in question?

Dear t7wy4frmsy and Casino Guru,

On 4 December, the client declared their addiction. However, as we do not terminate the accounts of clients with a balance, we established a deposit limit for him.

On January 5, after instead of withdrawing funds the player used them the player was closed.

Respectfully,

Ybets Casino Representative

Dear Ybets Casino,

The fact that a player has a balance on their account should not be considered as a reason for not completing the self-exclusion process. Establishing a deposit limit does not stop the player from losing his balance, which unfortunately happened in this case. If the first mention of the player's gambling problem was made on the 4th of December, then the 10th of December should have been the date of the closure of his account, if we take into consideration a sufficient time period for the casino to deal with a self-exclusion request.

Were there any more deposits made since the player mentioned his gambling problem on the 4th of December?

Dear Casino Guru,

No, the player never made any deposits after he announced his addiction.

His last deposit was made on November 26, 2024.

Respectfully,

Ybets Casino Representative

Dear Ybets Casino,

Due to the fact that you do not terminate the accounts of clients with a balance, the player was able to lose his balance due to his gambling problem. This could have been prevented if his ability to play was also restricted, besides his ability to deposit. This policy does not provide sufficient protection for players who have a gambling problem. I would advise you to change this policy to be more accommodating to vulnerable players.

I believe the player should be refunded the amount that was in his account at the time of the self-exclusion request. Can you refund him the amount so we can close this complaint as resolved?

Dear Casino Guru,

We will get back with a response as soon as possible.

Thank you for your patience.

Respectfully,

Ybets Casino Representative

Dear Ybets Casino,

We will be waiting for your reply.

Dear t7wy4frmsy and Casino Guru,

In light of our respect for Casino Guru, we are prepared to reimburse the funds that the player lost after publicly disclosing his addiction.

Does this solution meet your approval?

Respectfully,

Ybets Casino Representative

Dear Ybets Casino,

Do I understand correctly that you are willing to refund the player their deposits that were made after December 4th?

Dear Casino Guru,

After December 4, the player did not make any further deposits. His last deposit occurred on November 26, 2024.

We are referring to the balance that the player lost after December 4.

Respectfully,

Ybets Casino Representative

Dear Ybets Casino,

Please let me know of any updates regarding the refund.

Dear t7wy4frmsy and Casino Guru

The funds were successfully credited.

Respectfully,

Ybets Casino Representative

Dear t7wy4frmsy,

Can you confirm this?

Dear t7wy4frmsy,

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.

Hi Michal,

No! Thats a lie, they havent payed anything

best regards

Dear Ybets Casino,

Can you provide me with proof that you have paid out the player? Feel free to send everything to [email protected]. I am looking forward to hearing from you.

Dear t7wy4frmsy and Casino Guru

The funds have been successfully credited to the player's balance and are now available for withdrawal.

The player should proceed to initiate the withdrawal process.

Respectfully,

Ybets Casino Representative

Dear t7wy4frmsy,

Are you able to withdraw the funds from your account?

Hi Michal,

No, I can’t. It says error 403.

"Sorry, Ybets is not available in your region

Due to our gaming license, we cannot accept players from United Kingdom. Reach out to our support team, if you still need help"

Dear t7wy4frmsy,

Did you manage to withdraw the funds or does the issue still persist?

Hi Michal,

the problem still persists.

Dear Ybets Casino,

Could you update us on the situation?

Dear t7wy4frmsy and Casino Guru

There are no restrictions imposed on the player from our end.

We request that he replicate the same actions he previously took to engage in gameplay at our casino.

Respectfully,

Ybets Casino Representative

This is sick! They are still marked as safe on casino guru. im not even angry at ybets scammers anymore. I just can’t believe that after have been lying multiple times in this complaint only, that still are being marketed on casino guru.

1. my country is still is blocked.
2. If they really wanted to pay they would have done it by paying to casino guru as middle hand, or directly to me. I wanted to exclude myself, but they require me to "pay" me

Dear t7wy4frmsy,

Did you try deleting the site cookies? Are you using a VPN when trying to access the site?

No I don’t use vpn, and yes I have deleted cookies and tried multiple browsers. It says Ybets is not available in your region.

Dear t7wy4frmsy,

Just to confirm, you are playing from Sweden, is that correct? There seems to be a technical glitch, since the error you have described mentions that you are trying to play from the United Kingdom.

Hi Michal,

I have tried with multiple devices as well. I sure that Sweden is now blocked. They just have the subhead "United Kingdom" independent of the country. They show same error 403 for users from both countries.

Dear Ybets Casino,

Are you aware of any kind of technical glitch on your part that would be preventing the player from accessing the account and withdrawing his funds?

Dear t7wy4frmsy and Casino Guru

We recommend that the player utilize the direct link to our platform, which can be accessed through our casino page on Casino Guru.

Alternatively, they may consider adjusting their geolocation settings.

Respectfully,

Ybets Casino Representative

Dear t7wy4frmsy,

Please, try out the solutions suggested by the casino and let us know if your issue still persists.

Hi Michal,

I have now managed to login and made a withdrawal. But still haven't got the money.

Dear t7wy4frmsy,

I am glad to hear this. Keep us informed here as soon as you receive the withdrawal.

Hi Michal,

Just to keep you informed, the withdrawal has still not been processed and all the self-exclusion locks I had set to prevent myself from playing have been removed. I am currently able to cancel the withdrawal and resume playing as usual

Dear Ybets Casino,

Would you be able to give us an update regarding the player's withdrawal?

Dear t7wy4frmsy and Casino Guru,

We have forwarded all the information to our KYC department and will receive a response on Monday during office hours.

Respectfully,

Ybets Casino Representative

Dear Ybets Casino,

We will be waiting for your updates.

Dear t7wy4frmsy and Casino Guru,

The player's funds have been successfully credited to the balance. We kindly request that he proceed to create a withdrawal request.

Respectfully,

Ybets Casino Representative

For your knowledge Michal, I have made withdrawal request 2 times and have been denied. He’s talking bs as usual

Dear Ybets Casino,

Are you aware of any issues that would restrict the player from making withdrawals?

Dear t7wy4frmsy and Casino Guru,

The player has successfully accessed the site and currently has no restrictions, allowing to withdraw funds.

Respectfully,

Ybets Casino Representative

Dear t7wy4frmsy,

Were you able to withdraw your funds?

No Michal! They keep rejecting the withdrawal request.

Hello t7wy4frmsy,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal 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 Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear t7wy4frmsy,

I apologize for my late reply. I am now fully committed to resolving your complaint. Were there any positive developments or is the situation still the same?

Same! They decline all withdrawal requests, and bullshiting something new and absurd. Is it possible for you to be the middle man, and let them send you the money, and you transfer it to me?

Dear Ybets Casino,

Could you give us an explanation as to why the player's withdrawal requests keep failing? Due to the extremely long time that this case is taking, I will be forced to close it as unresolved, if you would not be able to resolve the issue soon.

Dear t7wy4frmsy and Casino Guru,

We sincerely apologize for the inconvenience caused by an issue on the payment provider's side.

This problem has now been resolved. We kindly invite the player to submit a new request.

Respectfully,

Ybets Casino Representative

Hey Michal.

just want to let you know. I made a withdrawal request some minutes after they wrote that it’s okay to withdraw. They denied again.

Dear t7wy4frmsy,

I am sorry that you are still facing these difficulties. Were there any updates? Did you manage to complete the withdrawal, or does the issue still persist?

No Michal, months has passed by and it’s the same

Dear Ybets Casino,

Given that this complaint has been ongoing for over eight months and the player is understandably frustrated, I kindly request a prompt resolution. I will be setting one final deadline for progress. If the matter cannot be resolved and the player does not receive their payment, I will regrettably have to close the complaint as unresolved. Please note that this may negatively affect your safety index. We look forward to your response.

Dear t7wy4frmsy and Casino Guru,

The player's bank has once again declined to authorize the payment.

Would the player be satisfied if we processed a payment in any convenient cryptocurrency?

Respectfully,

Ybets Casino Representative

They are lying. They still take deposits from the same bank don’t make withdrawals. Furthermore they been making all type of lies, this is the new one.

Dear t7wy4frmsy and Casino Guru,

We are prepared to provide evidence that the payment is not processing due to the player's bank, as indicated by our payment back office.

Respectfully,

Ybets Casino Representative

Dear Ybets Casino,

Please, send all relevant evidence to [email protected]. I will be waiting to hear from you.

Dear t7wy4frmsy and Casino Guru,

Currently, access to the site is restricted due to ongoing technical work.

I will follow up with you once the work has been completed.

Respectfully,

Ybets Casino Representative

Dear Ybets Casino,

Would you be able to provide us with at least a general timeframe of how long the maintenance process takes?

Dear t7wy4frmsy and Casino Guru,

After extensive technical work, our platform is now fully operational.

We will respond to you shortly with an update.

Respectfully,

Ybets Casino Representative

Michal, just close the complaint as unresolved please.

Dear Ybets Casino,

Due to the player's justified frustration, I expect a prompt resolution of this lengthy case. If there is no resolution by the 29th of August, I will be forced to close this complaint as unresolved.

Dear t7wy4frmsy and Casino Guru,

The player successfully withdrew all of their funds.

Respectfully,

Ybets Casino Representative

Dear Ybets Casino,

Thank you for the update.

Dear t7wy4frmsy,

Can you confirm this, so we can close this complaint as resolved?

Dear t7wy4frmsy,

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'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear t7wy4frmsy,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal