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 ([email protected]).

Nov 2: I send both requested items to the right address ([email protected]).

Nov 2: Ybets e-mails back to reach out to the right department: [email protected] (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 [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