Ybets Casino - プレイヤーのKYC検証が遅れています。

They requested KYC, which has a maximum verification time of 10 business days. I have been waiting for over 3 weeks already for a response. Customer support keeps asking me to wait.

они запросили kyc , максимальная проверка 10 рабочих дней, я жду уже больше 3 недель ответа, в онлайн поддержке они просят подождать.

Dear krystchil,

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 take KYC lightly.

• Could you please list which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I sent all the items listed by them on November 19, on November 20 they confirmed that they accepted my documents and I need to wait 10 working days

1. Copy of your passport or driver's license.

2. Screenshot of a transaction from your crypto wallet.

3. Your photo with a passport in hand in front of Ybets website.

я отправил все пункты перечисленные ими 19 ноября , 20 ноября они подтвердили что приняли мои документы и нужно ждать 10 рабочих дней

1. Copy of your passport or driver's license.

2. Screenshot of a transaction from your crypto wallet.

3. Your photo with a passport in hand in front of Ybets website.

Dear krystchil,

Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

nothing new, they are just silent at the post office

Thank you very much, krystchil, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.  

Dear krystchil,

My name is Mirka, 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,

Mirka

Dear krystchil 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,

Could you please clarify if there has been any update in player's verification process?

Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear krystchil and Casino Guru,

Our KYC department is currently awaiting confirmation of your proof of residence.

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

you didn't write to me about the address by mail, I don't see your demands, but ok I sent you a bank statement confirming my address

вы не писали мне насчет адреса на почту, я не наблюдаю ваших требований, но хорошо я вам отправил банковскую выписку подтверждающую мой адрес

check your email address where i sent my photos earlier

проверьте свой почтовый адрес, куда ранее я высылал свои фотографии

Dear krystchil,

Have you received any update regarding your verification process?

Dear krystchil and Casino Guru,

I would like to inform you that the client has been successfully verified and can withdraw his funds.

Respectfully,

Ybets Casino Representative

got access to withdraw funds, funds have not reached my wallet yet, still in process

получил доступ к выводу средств, средства пока что не дошли до моего кошелька, все еще в процессе

finally it happened, I've been waiting for this since November and here is the money in my wallet. thanks kazinoazov for the help, you can close this complaint as resolved

наконец это свершилось, я ждал это с самого ноября и вот деньги у меня на кошельке. спасибо казиноазов за помощь, вы можете закрывать эту жалобу как решенную

Dear krystchil,

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, 

Mirka

Casino.Guru