Ybets Casino - 検証の問題により、プレイヤーの引き出しが遅れています。

I submitted KYC documents to withdraw funds from the casino, but even after a month, the verification hasn't been completed.

I've contacted both support and the KYC department, but there's been no response.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear andandjonnyx,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please provide the exact date of your initial verification request?

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,

Katarina

October 27th. I submitted my identification and proof of address.

Dear andandjonnyx,

thank you for your reply.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Casino support is not responding at all.

Dear andandjonnyx

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Ybets Casino representative to join this conversation.

Dear Ybets Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear andandjonnyx and Barbora,

Thank you for contacting us regarding the following concern. After an inquiry with the KYC department, a selfie with a document has been requested from the player earlier. Unfortunately, we are yet to receive it. In case it was lost, the KYC team has re-sent the request to the player's email.

Respectfully,

Ybets Casino Representative.

I submitted the documents ages ago.

Dear parties,

Thank you for the update.

We have reviewed the player’s provided evidence, which shows that the required KYC documents were already submitted previously. To avoid any further delays, I kindly ask the player to resend the required documents once again, so we can ensure the casino receives them without issue this time.

Dear Ybets Casino,

Once the player resends the documents, could you please confirm their receipt and have your KYC team review them promptly? This should help move the verification process forward smoothly.