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I deposited on April 23rd and then requested the first withdrawal from my account on May 12th. It remained pending for several days. I contacted support via chat and they told me I had to wait for verification of my account. On June 19th, I requested a withdrawal again because my first withdrawal had been rejected. On June 21st, they sent me an email requesting KYC and rejected my second withdrawal. I sent all the requested documents on July 6th.

On July 10th, they asked me to send a selfie and an ID to their website. I sent everything requested on July 11th.

After several unanswered emails and several chats with support without receiving any help, I kindly ask you to help me. I have the transcript of the last chat and several other screenshots.

I only had a problem with the fact that I signed up via Hide my mail on the iPhone, so I could only receive emails to the address I had registered with and could not send them, but I explained everything in chat to support and they confirmed to me several times that it would not be a problem and that the KYT team was aware of this.

Hello, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Ybets Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Have you made any successful withdrawals before?  
• Could you please name the documents you have provided for your KYC verification? Have they all been approved?
• Have you accumulated 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, 

Katarina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Good morning,

I have never withdrawn money from the casino.

They asked me for an ID, which I sent with the first request, and then asked me to send a selfie of myself holding the document I'd sent with the first request. I asked several times if they had been approved and what the verification process was like, but I never received a response.

The winnings I accumulated were without active bonuses.

Buongiorno,

non ho mai prelevato soldi dal casinò.

Mi hanno richiesto un documento di identità che ho inviato con la prima richiesta e successivamente mi hanno chiesto di inviare un selfie mentre tenevo in mano il documento che avevo inviato nella prima richiesta. Ho chiesto piu volte se fossero stati approvati e a che punto era la fase di verifica ma non ho mai ricevuto risposta.

Le vincite che ho accumulato erano senza bonus attivi.

Hello,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. 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

I have sent all the documentation

Thank you very much, Pelos95, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.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.

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Ybets Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear Pelos95 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

I have sent you numerous emails, I have contacted you 3/4 times via live chat and this has always been your response, I think it's time to resolve this problem that I've been having for months.

Vi ho inviato numerose mail, vi ho contattato 3/4 volte nella live chat ed è sempre stata questa la vostra risposta, credo che sia ora di risolvere questo problema che ho da mesi.

How many more months will I have to wait before I can withdraw my money?

Dear Ybets Casino Representative, has there been any progress?

Dear Pelos95 and Casino Guru,

We have received an update from the KYC department. Additional documentation was requested from the player on September 2nd. Unfortunately, we are yet to receive those documents and the department is awaiting a response from the player to proceed with the verification.

Respectfully,

Ybets Casino Representative

I answered you a little while ago.

They asked me to take a screenshot of the transaction I made from my crypto wallet to their address.

I sent the screenshot with the txid and their wallet address clearly visible, as they requested.

I am also attaching the screenshot and the transaction via link.

https://etherscan.io/tx/0x419d625cbbf2e0829d7883796154ef8a9bc8497973670605de479e849c3642de

Vi ho risposto poco fa.

mi hanno richiesto di fare uno screenshot della transazione che ho fatto dal mio wallet crypto verso il loro indirizzo.

Ho inviato lo screenshot con txid e indirizzo del loro wallet ben visibili, come da loro richiesto.

Allego anche a voi lo screenshot e la transazione tramite link.

https://etherscan.io/tx/0x419d625cbbf2e0829d7883796154ef8a9bc8497973670605de479e849c3642de

I kindly ask the casino to expedite the KYC verification process. I've been waiting over two months for them to verify my account so I can withdraw my funds! I've always sent them everything they asked for. It's been almost two days since the last request for documentation, and they still haven't responded.

Dear Pelos95 and Casino Guru,

Thank you for informing us about providing the necessary documentation. The KYC department will review them as soon as possible and we will provide an update!

Respectfully,

Ybets Casino Representative

Another request for documentation from the casino, they asked me for a bill!!!

All you do is lengthen the KYC verification process.

I'm sending you the electricity bill I received just yesterday.

Altra richiesta di documentazione dal casinó, mi hanno chiesto una bolletta !!!

Non fate altro che allungare i tempi per la verifica KYC.

Vi invio la bolletta della luce ricevuta proprio ieri.

Dear Pelos95 and Casino Guru,

The additional documentation was received and reviewed by the KYC department and we are glad to inform the player that the verification is currently completed successfully. We thank the player for their cooperation in this process.

Respectfully,

Ybets Casino Representative

Ybets Casino Representative, thank you for letting us know!

Pelos95, please, tell us how your withdrawal goes!

I haven't received the withdrawal yet

Non ho ricevuto ancora il prelievo

I kindly ask Pavel from CasinóGuru to intervene to speed up the withdrawal process. I've been waiting four days to withdraw my money from my account.

Chiedo cortesemente a Pavel di CasinóGuru di intervenire per velocizzare il processo di prelievo. Sono 4 giorni che sto aspettando per prelevare i miei soldi dal conto.

Well, 4 and even 7 days is all right with us, 14 days is the maximum that we would give, so I am extending the timer for 7 more days.

I am informing you that I have not yet received my withdrawal.

vi informo che non ho ancora ricevuto il mio prelievo.

Dear Pelos95 and Casino Guru,

The financial department has successfully completed the processing of the player's withdrawal. At this moment, the player does not have any further pending withdrawal requests.

Respectfully,

Ybets Casino Representative

I received all the money I had in my account. Thanks for your help, Pavel.

Ho ricevuto tutti i soldi che avevo nell’account. Grazie Pavel dell’aiuto.

Dear Pelos95,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Pavel Kaczynski

Casino.Guru