Ybets Casino - プレイヤーは1日の制限を設定したにもかかわらず、賞金を失いました。

I made deposits of 275 euros in the casino and managed to win 6800 euros,I set a limit in my profile so I can only play 10 euros,when i tried to withdraw the money they purposely delayed and canceled my withdraws and asked me to sent documents for kyc which is fine but they said said they will sent my game session to the provider and it will take 10 working days to have it checked,of course they did that knowing that I would lose the money in this timeframe and thats why I had set the limit,the problem is while they have the limit tool in their site and it seems that you set a limit it actually doesn't work and they dont disclose it anywhere so in the end they let me lose everything while i should only be able to lose 10 euros.I request that i get payed my full winnings because its their fault that they deceive the players like that.

Dear syne5,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve encountered with your withdrawals and the limits you set.

To help us better understand your situation and assist you effectively, could you please clarify the following:

• When you set the limit of 10 euros, were you able to see any confirmation that it was activated?
• Have you received any specific reasons from the casino regarding the delays and cancellations of your withdrawals?
• What documents were requested for the KYC process, and have you submitted them?
• If possible, could you provide your game history or any relevant communication regarding this issue? My email address is petronela.k@casino.guru.

Your cooperation is crucial for us to proceed with this case and work toward a resolution. Without your input and the requested details, we won’t be able to move forward effectively.

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,

Petronela

Hello,

Im answering all of your questions below

• When I set the 10€ limit I saw that a message appeared below that I can change the limit anytime and the date that I set the current one,also trying to change the current says modification locked which to me says that it’s active and as normal I would have to wait for the set period for it to change,so no indication that the limits do not work
• About the delays,first they told me that they were experiencing technical problem with withdrawals and they can’t give me a timeframe for my cashout while in previous communications they said up to 24 hours,which I see in their reviews on casino guru and trustpilot that they been saying for months,after that they emailed me asking for verification while they advertise no kyc which isn’t the problem at all to ask for kyc for me,what was weird is that they said that they will send my game session to the game provider for review and that will take 10 working days and my withdraws have been cancelled for this reason. I have been playing in online casinos for 5 years and I have never come across a site that said to me that they will send the game session to the game provider.It doesn’t make sense as I used multiple game providers.
• For kyc they asked for drivers license photo,a photo of me with my drivers licence and their site in the background and a screenshot of my card in Apple Pay.To this day they haven’t verified my account
• There is no betting history in their site but I have screenshots and videos of many of my big wins which I can send you and their email for kyc

Today they send me an email that they closed my account with no other explanation or solution in my problem

Hi syne5,

• Could you kindly clarify when exactly you set up the wagering limits?
• Additionally, did you attempt to contact the casino directly or enable self-exclusion within your account when you noticed that you were able to play beyond your established wagering limits?

Thank you.

I set the limits at 20/9/2024 at 2 am.

I also tried the self exclusion option but that also didn’t work

Hi syne5,

You mentioned that you attempted to apply for self-exclusion within your account, is that correct? It appears that your account was closed within three days, which seems reasonable from our perspective. When you requested a withdrawal and the casino asked for KYC documents, it doesn't indicate an intentional delay of your withdrawal. Completing the KYC process is a standard requirement for processing any withdrawal.

I clicked the self exclusion option not account closure in the gambling limits section which supposedly sends you an email with instructions and allows you to self exclude for a selected period of time,I never received any instructions and in their email about the account closure they don’t disclose why my account was closed they just said that it’s was an administrative decision and they cannot give me any info.

Also I know that kyc is a standard practice (even though they advertise no kyc but ok)and I already told you that it is fine by me,what is a non standard practice is saying that we need 14 working days to send you gameplay Session to the game provider to check the gameplay because first of all I played in many different providers and secondly I have played and withdraw in over 100 online gambling sites and I have never heard of such a thing ever.

Lastly I would like to point out that I can see many reviews on trust pilot and here that this casino deliberately use’s excuses to delay the payout in order to make you lose the money and avoid paying,non working responsible gaming seems to also be one of those practices as well.I had also asked support to disable my ability to cancel withdrawals which they refused with no explanations.

At the minimum I would like to get my deposits back.

Thank you very much, syne5, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello syne5,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Ybets Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Dear syne5 and Casino Guru!

We have forwarded this information to our technical department.

We apologize for any inconvenience this may have caused and appreciate your understanding in this matter.

Please rest assured that we are closely monitoring the situation to ensure a swift resolution.

Best regards,

Ybets Representative

Dear Ybets Casino,

Thank you for your answer. We are waiting for your updates.

Hello,any news?

Dear syne5 and Casino Guru!

The technical department has kindly requested a couple more days to investigate the problem further.

We kindly ask for your patience while we work on this.

I can assure you that we will find a solution to this problem, which will take into account all parties concerned.

Respectfully,

Ybets Representative

They are just delaying for no reason,7 days is more than enough to investigate the problem

Dear Ybets Casino,

I will set a last timer. We will be waiting for your response.

Dear syne5 and Casino Guru!

We can confirm that we have checked the information you provided and we do have some issues with the limits.

Our technical team is already dealing with these and we will resolve them as soon as possible.

In the meantime, we have decided to return your funds to your balance.

We kindly request that you refrain from playing until further notice, as the limits are currently unavailable.

Respectfully,

Ybets Representative

Hello,thank you

But I’m unable to log in to my account you have disable my access

Dear Ybets Casino,

Although I am glad to hear that the player's funds will be returned to them, can you tell us why is the player's account blocked?

Hello,I dont understand why they have to keep delaying their responses and reply everytime 1 hour before their timer expires just to win time.Its been over a month and they havent even returned the balance or opened my account and i know they will delay even more for the withdraws.This is taking way longer than it should.I have even tried to reach them myself and they dont reply.

Dear syne5 and Casino Guru!

During the technical work on the limits and customer issue, we came across some new details which we will announce shortly.

Respectfully,

Ybets Representative

Again delaying the resolution of the issue,do you think contacting their gaming authority will help me resolve the issue?

Dear syne5,

While the casino is answering in time and actively trying to solve the issue while informing us here in the thread, we do not have a reason to contact the gaming authority. But I promise you, as soon as I get the feeling that the casino is just playing for time, I will make sure that the timer is no longer set. Then, we can proceed with the legal authority.

With that being said, given the fact that the casino has a very good rating, I am sure that it is in their best interest to solve this issue as soon as possible.

Dear syne5 and Casino Guru!

During the course of our investigation, we discovered that the customer had indeed set a betting limit.

However, this action was taken subsequent to a balance deficit.

The whole history of the client's game, as well as a screenshot from the system, which confirms that the limit was set after the loss, we send by mail to Сasino Guru.

This is the reason why the limit did not work, because the client simply did not reach the limit.

Respectfully,

Ybets Representative

Thats incorrect,I have screen recording setting the limit while I had the money in my account that I have already forwarded to casino guru,your limits just don’t work and you already admitted to that,I don’t understand what are you trying to pull here.

This casino is so shady and also lying,their safety index baffles me,which also explains why after contacting pagcor,They responded that they don’t have license anymore as you can see in the conversation with them while they still advertise it in their website

Hello,any news?

Dear syne5,

Can you tell me what is the situation with the refund that the casino promised? Did they refund you the balance?

No they gave me nothing back and they don’t reply to any of my emails for 1 month now,I can’t get an answer,also my account is still disabled

Dear Ybets Casino,

Can you update us on the situation?

Hello,I don’t know if you missed it but they changed their story now and claim that I set the limit after I lost the money,where I have proof that it’s was set before

Dear syne5 and Casino Guru!

Please be aware that additional time may be required for a second review by our technical department.

Respectfully,

Ybets Representative

Guys this complain is almost open for 3 months,just give me my money you already admitted that your limits do not work

Dear Ybets Casino,

Please, inform us so we can resolve this situation as soon as possible.

Dear Casino Guru,

We have sent a detailed information about this complaint to you at this e-mail address - michal.v@casino.guru

Thank you for your reply. 

Respectfully,

Ybets Casino Representative

Dear syne5,

Can you explain why the date on the limit says 20.9, but the date of the screen recording says 19.9? Did you make the recording before supposedly placing the limit on September 20th?

The limits were placed on 19/9 as the screen recording shows I had already applied them,the adjust limits anytime 20/9 means that I can adjust them again the day after setting them if I want to

Dear Ybets Casino Team,

I have received evidence from you that supports your claim that the player placed the limit on the 21st of October, but already played their balance the day before. Do I understand correctly that there was no technical bug or error or any kind of issue on your side, as you have mentioned in your previous reply?

Dear syne5 and Сasino Guru,

We have forwarded all the information to our KYC department and will receive a response on Monday during office hours. 

We appreciate your understanding and patience during this festive season.

Respectfully, 

Ybets Casino Representative

Dear Ybets Casino,

Thank you for the update. We are looking forward to hear from you.

Dear syne5 and Сasino Guru,

That's right our system is working properly and no bugs have occurred.

The limit was not set due to the fact that the player did not have funds on the balance at the time of installation.

Respectfully, 

Ybets Casino Representative

That’s incorrect and that is shown in my screen recording and screenshots

Dear syne5,

I apologize for my prolonged response. I have to ask you, in one post, you mentioned that you set the limits on 20/9/2024 at 2 am. On the other hand, in another post, you mentioned the date 19.9. Can you comment on this? This information is crucial since the casino claims (and the provided evidence supports this) that you have placed the limit on 21 September at 12.00, and the remaining balance was spent on 20 September at 12.00.

Whats the evidence? I also provided evidence and you can clearly see the limits set on 19/9,I had mistaken the date on the post you mention but still even at that date I had the limits active and the balance in my account.

I attach to you the screenshots again,as you can see the recording happened on 19/9 and the limits were supposed to be active because when I clicked to adjust them in the video it said that they were locked as you can see and I could only adjust them to another limit 24 hours later.

I know it’s not possible for you to show me the proof that they sent you but I think that the casino is clearly lying here,they admitted at first that they have a problem with their limits and then they changed their story.

Its the second time that I have come across a casino that is lying in their proof and the first time I had the screenshots to prove that as I have the recording now which clearly show the money in my account and me going to the limits so that the page refreshes and showing that the limit is already there and set,I don’t understand how can you not see that.

If you need the screen recording again let me know.

I hope that there will be a fair judgement here.

Dear syne5,

Please, send me the screen recording. You can use my email address michal.v@casino.guru. I will be waiting for your email.

I have sent it to you

Dear Ybets Casino,

The player provided me with a screen recording that supports his statement that he placed the limits on the 19th of September, as the date for the possible modification stated in the recording and in the screenshots is the 20th of September. Was there any other instance of the player placing the limits in his account than supposedly on the 20th of September? Or did he place the limits only once? Also, do the limits work instantly right after setting them?

Dear syne5 and Сasino Guru,

We apologise for the delay.

Please be advised that a response requires information from the technical department.

We will endeavour to provide a response within the first days of the working week.

Respectfully, 

Ybets Casino Representative

Thank you for the update. I will be waiting for your message.

Dear syne5 and Сasino Guru,

We acknowledge our partial responsibility in this matter and, in consideration of your concerns, we are prepared to address this complaint.

The player's account will be unblocked, and the funds will be credited and made available for withdrawal.

Respectfully, 

Ybets Casino Representative

Hello, as of now my account is still blocked,I will update you if anything changes

My account has now been reopened but no money has been credited

Dear Ybets Casino,

I hope that the account is reopened but the player in not able to deposit or play, and the sole activity he is be able to perform on his account would be the withdrawal of the promised sum.

Hello,

My account is open but they still haven’t credited the money,also I think that I can still deposit properly and play as the games load normally,they also spam me with offers via email.

Still nothing on my account,they still spam me with offers and they have blocked me from their support chat,let’s see what excuse they will find again to delay paying me

Dear syne5 and Сasino Guru,

Funds will soon be credited to your account and will be available for withdrawal.

I will ensure that this process is completed as quickly as possible.

Respectfully, 

Ybets Casino Representative

I still have 0 money in my account

Dear syne5,

please, let me know as soon as you successfully withdraw your funds. I will be waiting to hear from you.

Hello,I can’t withdraw any money from my account because the casino hasn’t credited anything my balance is still 0 and they don’t respond to any of my emails,they are still delaying the whole situation and abusing the timers as you can clearly see

I’m sorry but at this point you should put a timer for the casino to credit the money otherwise close the complain as unresolved,It’s been 1 and a half week since they said that they will credit the money and they have done nothing,I watch other complaints also and they follow the same pattern of delaying as long as possible,and I know that they will delay for kyc after that to win time ,it’s been 5 months and there’s nothing in my account,withdraw will take up to a year with this tactics.

They have also banned me from live support

Dear Ybets Casino,

Can you let us know what's the holdup with the payment?

2 weeks after this reply and no money in sight,this is getting ridiculous.Even if they credit the money im sure they will delay the withdrawals with long kyc and long payments,whats the point if this takes a year to solve.we keep looping with the same replies from the casino and they are not keeping their promises.There are multiple complains where they use the same patterns.

they just credited to my casino account 5900 euros,I was supposed to get 6800,I made a withdraw request for the 5900 and waiting for that to complete,but i would like to get the other 900 euros a well,they should also block me from betting

Dear syne5 and Сasino Guru,

The player has been successfully credited with funds and is now able to withdraw them in accordance with the established limits.

Respectfully, 

Ybets Casino Representative

Dear Ybets Casino,

Can you give us more information on the remaining 900€ the player is requesting?

Hello,my problem with the 900€ difference has been solved and I’m now waiting for the withdrawals to complete as they have a very low limit per week and I expect this to take a bit of time,I will update you when they pay me all the money

Dear syne5,

Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear syne5,

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.

hello,I have managed to withdraw half of my money until now due to withdrawal limits,i will update you further

Dear syne5,

I am glad to hear this. Please keep us updated.

Complain is now solved

Dear syne5,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you. 

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. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V

Casino.Guru