Ybets Casino - KYCの問題により、プレーヤーの引き出しが遅れています。

October 30th I deposited $1000

October 31st I win big (34k) and after deducting until their max amount after bonus, my total withdrawable amount is $10,000.

I tried to cash out $1000 and got met with an KYC-request. Since then, I've sent many emails to complete their KYC, but Ybets doesn't reply. The support on the website says every week they will ''reply to me soon''.

It's clear that I'm another victim of Ybets. Unacceptable that this website still rates these scammers 7.4/10 with the dozens of scams they pull every month that you guys are aware of.

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 theyjustdoit,

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?
• Has there been a response from casino support regarding any deficiencies in your verification documents?
• 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

Dear Katarina,

Thank you for your reply.

I understand that KYC can take a couple of days, but not a month. And after researching this casino on the internet, I found that there are many cases like mine, making it clear that this is intentional stalling behavior without intent to pay me out.

Regarding your questions, as you can see in my original complaint, I have already provided photos of:

• my passport front & back (November 2 (twice), November 3 and November 11);
• me holding my passport next to my face (also November 2 (twice), November 3 and November 11)
• me holding my passport next to my face with Ybets website on my laptop in the background as well (November 11). This was the last document provided.

The exact date of my initial verification request is November 1. There have been no response from the casino support regarding deficiencies in my documents.

Timeline:

Oct 31: Withdraw $1,000. 

Nov 1: Ybets e-mails me to ask for a copy of my passport/ID/driver’s license + selfie with ID-document in hand and provides an e-mail address to send them to (kyc@ybets.net).

Nov 2: I send both requested items to the right address (kyc@ybets.net).

Nov 2: Ybets e-mails back to reach out to the right department: kyc@ybets.net (which is exactly the e-mailadres I already used).

Nov 3: I send both requested items again, again to the right address.

Nov 11: I send Ybets a reminder.

Nov 11: Ybets e-mails back that they now want a photo with my ID document in hand in front of their website in good quality.

Nov 11: I send them the requested photo.

Nov 18: I send Ybets a reminder again.

Nov 24: I send Ybets a reminder, again.

Besides that, I have contacted live chat support through their website at least once a week over the past 4 weeks, always being met with the same ‘’we will get to you shortly’’.

Looking forward to your help.

Dear theyjustdoit,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. 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

Hi Katarina, I emailed you

Dear theyjustdoit,

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 (barbora.p@casino.guru). 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 theyjustdoit and Casino Guru,

Thank you for contacting us in this regard. The player is currently undergoing KYC verification. The provided selfie was accepted by the team on December 5th, when additional financial documentation was requested from the player. If the player has provided it, the team will review and update the player as soon as possible. Otherwise, we kindly ask the player to provide the needed documentation at their convenience.

Respectfully,

Ybets Casino Representative.

I have provided the requested information, awaiting reply from Ybets.

Will note that Ybets replied 3 times within 5 minutes on different e-mails, requesting for additional stuff in each of them and in one of the e-mails even asked for a selfie+ID+open website which I had already provided.

To keep matters clear, I have replied to just one of them, which means they now have everything they asked for.

Dear theyjustdoit and Casino Guru,

Unfortunately, the KYC department has informed us that they were not able to accept the provided documentation due to lack of information provided. The requested documents require the following: "the screenshot of a transaction from your crypto wallet to our platform where the full hash ID and the full destination wallet address are seen".

We kindly ask the player to re-send the documentation ensuring all necessary information is visible. For convenience, the KYC department has re-sent their email request with full details.

Respectfully,

Ybets Casino Representative.

Requested information has been provided.

Dear parties,

Thank you both for your cooperation and for providing the necessary information. Please keep me updated on any further developments so I can ensure this case proceeds smoothly.

Dear theyjustdoit and Casino Guru,

Unfortunately, the KYC department has informed us that they were not able to accept the provided documentation. The requested documents require the following: "the screenshot of a transaction from your crypto wallet to our platform where the full hash ID and the full destination wallet address are seen".

The new provided screenshot was from Etherscan, which is a public explorer repository and not the crypto wallet.

Respectfully,

Ybets Casino Representative.

Metamask has purposely excluded showing full hashes in their wallets - this request is something that cannot be fulfilled. However, for Ybet's convenience, I made a screen recording where they can see me be in the wallet that has been used, and they can see me copy/paste the hashes that Metamask provided into a Word document.

Dear Ybets Casino,

Thank you for your response.

The player has explained that MetaMask does not display the full transaction hash and destination address together in a single in-wallet screenshot, making the requested format technically impossible to provide.

The player has nevertheless submitted alternative verification, including proof of wallet access, transaction details copied directly from the wallet, and a screen recording demonstrating the relevant transaction data.

When a specific document cannot technically be obtained, reasonable alternative documentation should be accepted.

Please confirm whether the provided materials can be approved, or clearly specify what exact document is required and how a MetaMask user can obtain it.

Dear theyjustdoit and Casino Guru,

The KYC department has received the alternative files and explanation from the player. At the moment, the department is consulting with the regulating body to see if these files can be accepted or whether a different form of confirmation can be requested, which does not include the feature excluded by MetaMask. The KYC department will come back to the player as quickly as possible.

Respectfully,

Ybets Casino Representative.

Dear Ybets Casino,

Thank you for your cooperation and for keeping us updated regarding the KYC documentation.

We will wait for your update regarding the acceptance of the alternative verification documents or any further instructions for the player.

Dear theyjustdoit and Casino Guru,

As an exception, the KYC department was able to accept the documentation provided by the player due to the circumstances. As such, the verification is complete and restrictions have been lifted. We thank the player for their cooperation!

Respectfully,

Ybets Casino Representative.

Dear Ybets Casino,

Thank you for the update and for your cooperation.

Dear player,

please let us know once you have successfully received your withdrawal, or if you encounter any further issues during the payout process.

The complaint will remain open until all payments are received.

Hi Barbora,

I have not received my withdrawal. They cancelled my withdrawal from October without telling me.

I had to re-request a withdrawal, which I did on Tuesday, 5 days ago. Since then, nothing happened, it's still pending. It's now been more than 8 weeks since I first tried to withdraw money from Ybets.

Added to this post you will find a screenshot for proof of attempted withdrawal.

Also I want to add that my cashout limit is $1,000 per day. This makes absolute no sense for a casino that took my $100/spin bets - just another stalling tactic.

Dear theyjustdoit and Casino Guru,

Since KYC verification restricts certain aspects of account, including withdrawals, all pending requests at the time of verification are canceled and returned to the balance. This change is reflected in the wallet.

We wish to note that withdrawal limits for the player are standard, as per our Terms. The team has received withdrawal requests and is currently processing them. Unfortunately, due to the holiday season and limited availability, processing may take longer than usual.

Respectfully,

Ybets Casino Representative.

Dear both parties,

Thank you for your continued cooperation.

This complaint will remain open until the player has successfully received all due funds.

Dear player, please keep us updated here in the thread once any withdrawal is processed or if you encounter further delays or issues.

Dear Ybets Casino, we kindly ask you to keep us informed about the status and expected timeframe of the pending withdrawals.

One withdrawal pending. After more than two months of waiting for my money, it seems like Ybets might close this.

It's important for anyone that stumbled on this topic and is reading this: realize that the only reason Ybets is paying out now, is because they are getting bad publicity here. Don't play here. Without CasinoGuru stepping in, I'm 100% sure Ybets would not have paid me out; they were ignoring my cashout requests for over a month, like they have done with many other players, some for even over a year. This behavior, and the 1k a day cashout limit despite offering huge betting limits and jackpots, shows they are not willing to pay and hope you give up pursuing the cashout, or lose the money while you try to do so. Pure scam site. Unfortunately, their strategy worked for me. I went back multiple times in the past month to play, and lost a big chunk of my original cash out. This would've never happened if they would've paid me out like they should: within a day, or maximum a week. Well done Ybets.

Dear theyjustdoit,

Thank you for your update and for sharing your experience so openly. We understand your frustration, especially given the long delay and repeated attempts to complete withdrawals.

As a reminder, Casino Guru’s role is to ensure that complaints are properly addressed and that players receive their due funds according to the casino’s rules and regulations. We acknowledge the issues you faced with Ybets and appreciate your patience throughout this process.

At this stage, we kindly ask that you keep monitoring your withdrawal status and report back here immediately if any further delays or issues occur. We will continue to liaise with Ybets to ensure that your pending withdrawal is processed as quickly as possible and to prevent any further complications.

Thank you again for your cooperation and for helping us maintain transparency for the community.

Dear theyjustdoit and Casino Guru,

To provide an update, all withdrawals to date have been processed by the team successfully. At the moment, no pending withdrawals remain and player's balance is empty. We thank the player for their patience during this process.

Respectfully,

Ybets Casino Representative.

Dear theyjustdoit,

According to the latest update from Ybets Casino, all withdrawal requests have now been processed successfully and there are no pending withdrawals remaining on your account.

Could you please confirm whether you have received all due funds?

Once confirmed, we will be able to proceed with closing this complaint as resolved.

If there is any discrepancy or if you have not received the payments, please let us know immediately and provide details so we can continue assisting you.

Thank you for your cooperation.

Apart from the funds that I've lost because over 2 months of stalling led to me gambling some away, the funds have been transferred to me yes.

Dear theyjustdoit,

Thank you for your confirmation.

We acknowledge that the withdrawal process took an unreasonably long time and understand your frustration regarding the delays you experienced during the KYC and payout stages.

However, based on your confirmation, all remaining withdrawable funds have now been successfully paid out by the casino. Unfortunately, funds that were later wagered and lost during the waiting period cannot be considered outstanding, as they were no longer part of a pending withdrawal.

Since the casino has fulfilled its payment obligations regarding the remaining balance, we will now proceed with closing this complaint as Resolved.

Thank you for your cooperation throughout the process and for sharing your experience with the community.

Kind regards,

Barbora

Casino Guru