Ybets Casino - アカウント審査のため、プレイヤーの引き出しが遅れています。

I requested a withdrawal request and the casino declined it due to my gameplay supposedly being reviewed by the game provider. The casino is unable to give me an estimated time when this investigation will be complete. Looking at other reviews this seems like a stalling tactic that they use- I would like casino.guru to help me resolve this, please.

Dear bim900129,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

Hi, thanks for assisting me.

1) I played and won on slots

2) I haven't lost access to the account but I was verified before they cancelled my withdrawal

3) I accumulated my winnings with a deposit bonus

Thank you for your reply, bim900129. I apologize for the misunderstanding with the closed account. Do you still see your winnings in the casino account? When did the casino notify you about the start of the investigation?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Yes, I still see the winnings in my casino account. I noticed my funds were returned to my account on the 3rd of february, I then asked support why it was returned, they told me it was due to a 3rd party investigation. All relevant communication with the casino was done via their "live chat" feature on their website and there is no record of those conversations.

Thank you very much, bim900129, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) 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.

Thank you.

Dear bim900129,

I'm Michal, and I have taken over your complaint. I have reviewed the situation and would like to inform you that the verification process for gameplay conducted by the game provider can occasionally take some time. Unfortunately, as this matter is not entirely within the casino team's control, we must await the final decision from the game provider. I will contact the casino to see if they can provide any additional information regarding this issue, if possible.

We would also like to invite Ybets Casino to participate in this discussion.

Dear Ybets Casino,

We would appreciate it if you could provide us with any updates regarding the status of the "game provider check" and the anticipated timeline for processing the player's withdrawal. Thank you.

Dear him900129 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

You say verification takes no longer than 14 days but my withdrawals were cancelled on the 2nd and 3rd of February, please explain.

I'ts been more than 6 weeks now, surely this can't be normal.

Dear bim900129 and Casino Guru,

Please be advised that we have received a response from the provider.

Our anti-fraud team has no further questions for you, and the check has been successfully passed.

Respectfully,

Ybets Casino Representative

I appreciate the positive update, Ybets Casino Representative. Could you please clarify whether the winnings will be processed for the player without any additional delays, or if they still need to complete the KYC process?