Ybets Casino - 重複アカウント申請のため、プレイヤーのアカウントは閉鎖されました。

Hi, ive recently registered and played at this casino, I had deposited with ltc taking out a bonus match, I lost my initial balance and ironcly won with the bonus balance upon upon wager completion I have tried to withdraw and a few hours later my account now says closed and I have not received any funds, I contacted live chat and they are claiming I have duplicate account and my account is blocked. Then proceeded to email me a few days after saying kyc is passed and I can continue playing ect, but my account is still locked and customer service is not very responsive or hesitant to reply. I've waited a long time to receive payout 🙁 not very good experience and causes me health issue's due to the stressful situation & live chat.

Dear FrankieG54,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can understand the whole situation completely.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the full KYC verification?

Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Veronika

In regards to the iP - no I live in tower block apartment. And yes I won with a depsit bonus and completed wager - then continued to play and upon withdrawal my account was closed down. I then had an email few days after from kyc team saying I have passed and can continue gaming but this is not the case. Also can the amount be amended to $ 300

Thank you very much, FrankieG54, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.

Hello FrankieG54,

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 FrankieG54 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,

We will be waiting for your updates.

Dear FrankieG54 and Casino Guru,

We have identified that the player possesses multiple duplicates, which is strictly prohibited by our rules.

We are prepared to send all relevant evidence to your email.

Respectfully,

Ybets Casino Representative

I would also like to see this information.

Email to follow

Thanks.

Please close this claim, issue is resolved. Thank you.

Dear FrankieG54,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V 

Casino.Guru