I only receive message under review when try to withdraw. Been in contact with chat, first they said few days, next they said up to 2 weeks they said 30 days.

This is not fair, I have done nothing wrong regarding your betting amounts.

Have been playing since January this year.

Dear thomaslavik,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you are experiencing. To better assist you and understand your situation, could you please clarify the following:

• Could you please specify what types of games you played? Were they slots, live casino games, or did you place bets on sports?
• Did you accumulate your winnings with or without a bonus?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
• Has the casino specified if the investigation concerns your identity documents or your gameplay?
• Have you made any successful withdrawals from this casino before?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Dear Veronica,

Thank you for your prompt response.

I have had several withdraws without any issues and no problems with KYC, all in order.

I only play at casino, and only a few different games from Netent. The same playing pattern as always.

Kind regards,

Thomas L.

Please forward me the communication between you and the casino customer support regarding the investigation of your account at [email protected], or post screenshots here. Thank you for your patience and cooperation.

Dear Veronica,

I have sent you copy of conversation with Ybets chat service at your mentioned email address above.

Kind regards,

Thomas L****

Thank you very much, thomaslavik, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel ([email protected]) 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, thomaslavik!

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.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank you!

Dear thomaslavik 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

Ybets Casino, I hope that there will not be any additional checks again this time.

thomaslavik, please, let us know if you can withdraw freely or if there are any problems.

Dear Veronica & Pavel,

I have now received my withdrawal today.

Thank you so much for taking the time to listen and help me. I think this wouldn't been any solution without your help from Casino Guru. I'm so happy that actually there are a organ that help us gamblers when facing problems with a casino. Deepest thank you, you are doing a important and a great job.

Yours sincerely, Thomas.

Dear thomaslavik,

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/www.kpvfaw.com. 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,

Pavel Kaczynski

www.kpvfaw.com