Ybets Casino - プレイヤーの引き出しが遅れています。

On August 24th, I requested a withdrawal of 1000 USD, and on August 25th, I requested a withdrawal of 600 USD. I have not received anything to date.

Initially, I was told that my withdrawal request was in the queue for processing. After my third attempt to contact support, I was informed that there were apparently issues with the payment service.

Normally, I would wait a bit longer before filing a complaint, but since similar issues with this casino are being reported here and in other forums, I am skeptical and don't trust the situation.

I've never had to wait over a week for a withdrawal before. This is very unusual.

Ich habe am 24.08 eine Auszahlung über 1000 USD- und am 25.08 eine Auszahlung über 600 USD beantragt und bis heute nichts erhalten.

Zuerst hieß es, dass meine Auszahlungsanfrage in der Warteschlange für die Verarbeitung ist. Nach meinem dritten Kontaktversuch wurde mir mitgeteilt, dass es offenbar Probleme mit dem Zahlungsdienst gibt.

Normalerweise würde ich jetzt noch ein wenig warten, bevor ich eine Beschwerde einreiche aber da hier und auch in anderen Foren über ähnliche Probleme mit diesem Casino berichtet werden, bin ich skeptisch und ich traue dem Ganzen nicht.

Ich musste bisher noch nie über eine Woche auf eine Auszahlung warten. Das ist schon sehr komisch.

Dear zenia,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise if your account has been fully verified?
• Was your withdrawal request canceled as a result of the payment provider issues reported by the casino?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Looking forward to hearing from you.

Best regards,

Tomas

Hello Thomas,

First of all, thank you very much for wanting to help me!

To your questions:

"Can you please let us know if your account is fully verified?"

I was not asked to verify myself. The last message was just that there are currently problems with the payment service, which is why the payout would be delayed.

"Was your withdrawal request cancelled due to the payment provider issues reported by the casino?"

No. My account says the withdrawal is being processed:

Chat transcripts from August 25, 2024, August 26, 2024, August 30, 2024 and September 3, 2024

I would like to mention again that I actually wanted to wait until this Friday before submitting a complaint. However, I am currently reading about similar problems from other users who have been waiting longer for their payout than I have. Therefore, I decided to submit the complaint yesterday.

Hallo Tomas,

erstmal vielen Dank, dass Sie mir helfen möchten!

Zu Ihren Fragen:

"Können Sie uns bitte mitteilen, ob Ihr Konto vollständig verifiziert wurde?"

Ich wurde nicht aufgefordert mich zu verifizieren. Die letzte Mitteilung war nur, dass es aktuell Probleme mit dem Zahlungdienst gibt, weswegen sich die Auszahlung verzögern würde.

"Wurde Ihr Auszahlungsantrag aufgrund der vom Casino gemeldeten Probleme mit dem Zahlungsanbieter storniert?"

Nein. In meinem Konto steht, dass die Auszahlung verarbeitet wird:

Chat-transkripte vom 25.08.2024, 26.08.2024, 30.08.2024 und 03.09.2024

Ich möchte nochmal erwähnen, dass ich eigentlich bis diesen Freitag warten wollte, bevor ich eine Beschwerde einreiche. Aktuell lese ich aber von anderen Usern über ähnliche Probleme, die schon länger auf Ihre Auszahlung warten als ich. Daher habe ich mich entschieden die Beschwerde schon gestern einzureichen.

Hello,

I would like to give a quick update to my case.

I have successfully received 1000 USD.

600 USD are still processing but I think I will receive it shortly.

I will give an update when that happens.

Thank you Casino Guru and Ybets Team!

Dear zenia and Thomas!

We deeply regret the delay in processing your recent withdrawal request due to an unforeseen technical issue. Please know that we are working diligently to resolve the situation and to process your 600 USDT withdrawal as quickly as possible.

We understand how frustrating this delay must be, and we apologize sincerely for any inconvenience it has caused.

Thank you for your patience and understanding. We are confident that the issue will be resolved shortly, and we will keep you updated on the progress.

Best regards,

Ybets Representative

Dear zenia and Thomas!

I am pleased to inform you that the withdrawal process has been successfully completed. I truly appreciate your understanding and patience throughout this period.

Please accept my sincere apologies for the delay in processing this request. We understand the importance of timely transactions, and we are committed to improving our processes to prevent such delays in the future.

Best regards,

Ybets Casino

Thanks to both parties for your reply.

Dear zenia,

Could you please confirm you received the 600 USDT withdrawal as well?

Dear zenia,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear zenia,

We'll consider your issue as resolved due to your initial confirmation. 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, 

Tomas

Casino.Guru