I attempted to make a withdrawal after a win, but the next day my withdrawal was canceled with the following message:

"Withdrawal isn’t possible.

Your previous bets are being reviewed by the game or sport provider to ensure fair play. You can withdraw again once the review is completed."

I contacted support, and they gave me the same response, stating that the gaming provider is reviewing my winnings and the process could take 14 days or longer.

After reading several online reviews about this casino, it seems many other players are experiencing the same issue – they’re not getting paid. Depositing money is quick and easy, but now that it’s time for me to withdraw my winnings, there’s an unexpected delay. This is completely unacceptable.

Casino Guru, please step in and help resolve this issue.

Dear Ervis,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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 confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Did you play casino games or bet on sports?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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,

Dominika

Hello Dominika an thanks for looking into my issue.

i have not made any withdrawals in this casino. As casino is stated as no KYC at the moment no one has asked me to do a verification. i didn’t use any bonus money for the win. Played casino games and made a win in gates of Olympus1000x-mas.

Also I forgot to mention. On 04/01/25 I also made a deposit of 40€ that never showed in my gaming account they also haven’t done anything yet.

I have sent u an email with support discussion.

Dear Ervis, have you received any update from the casino regarding the review?

Have you contacted your payment provider regarding the deposit?

Hi Dominika,

unfortunately no contact from the casino side yet. Supports advise me to wait.

Regarding deposit payment provider has completed transaction no issue from there side.

Dear Dominika,

Today i received an update regarding deposit payment of 40 eu. They asking me from 04/01/25 that i have already provide them a pdf file of the transaction of my bank. after 16days!!!

And no word for my pending review by the provider. Im starting to believe im getting scummed...

Dear casino guru,

Today after contacting UTORG Support Team ( skrill ) they proceed the amount of 40eu to my ybets wallet.

Withdrawal issue remains as ybets support team still tells me that my game season is reviewed by provider with no update. Same answer always when i get to support from 09/01/25. So until now i cant withdraw my winnings of 2900 + 40eu that went through...

I believe that after so many days i should be able to withdraw and this is starting to feel like a fraud.

Regards,

Dear Ervis, when did the review begin—on January 9th or 11th?

Hello casino guru,

on 09/01/25 they canceled my withdrawals and after contacting casino they just informed it needs 14 days for the review so I don’t know when exactly review started. Should be 09-10/01/25

Dear casino guru,

can we invite Ybets to give an answer to the case? It’s over 21 days without any information from them and this has bring me a lot of anxiety in my daily life.

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

I'm Michal, and I have taken over your complaint.I have examined this case, and I would like to inform you that the gameplay verification conducted by the game provider can sometimes be a prolonged process. There have been instances where this has taken several weeks, but I genuinely hope that this will not be the situation here. Unfortunately, since this matter is not entirely under the control of the casino team, we must wait for the game provider's final decision. I will reach out to the casino to see if they can share more information regarding this issue if possible.

We would like to invite Ybets Casino to join the conversation.

Dear Ybets Casino,  

Could you please inform us about any updates and the expected timeline for the completion of the "game provider check" and the subsequent processing of the player's withdrawal?

Dear Ervis 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

Dear ybets and casino guru,

Thank you for the response. I can confirm that I can proceed with withdrawal.

However there is been an other issue as from technical error money have been lost during bonus buy as they never started.

Dear Ervis,

I'm sorry, but I don't quite understand what you meant in your previous response. Can you please clarify what the current issue is?

During some bonus buys. Bonuses never started and money was not shown back to my account.

Dear Ervis,

Do I understand correctly that you purchased some bonus buy feature in the game and you have not received the bonus for your money? If so, in which game was that and what bonus was that? Please provide as much information as you can.

Surez Two bonuses of €100 (bet size: €0.2) Two bonuses of €300 (bet size: €0.6) Two bonuses of €600 (bet size: €0.6) One bonuses of €700 (bet size: €1.4) 

all were super bet at sugar rush 1000 by pragmatic

Dear Ervis,

Thank you for the additional information.

Dear Ybets Casino,

Can you please check and fix the issue the player is experiencing?

Hello, as of today there is no contact about my technical issue. This matters should be fixed asap and not waiting so many days its unexepytable.

Dear Ervis and Casino Guru,

We have forwarded your request to the technical department and are currently awaiting their response.

Respectfully,

Ybets Casino Representative

Dear Ybets,

There already to many days of waiting. The technical issue should be fixed from day one.

regards,

Dear Casino Guru

The technical error has been fixed, and my winnings are now back in my account. However, after waiting two days and attempting to withdraw again, my request was canceled. I was informed that I need to go through the provider's verification process once more. This is absolutely frustrating! After nearly three months of waiting, I'm now being asked to undergo another verification.

I found this casino through the Casino Guru website, and this experience is really disappointing. It's affecting not only my trust in YBets but also the reputation of the platform that led me here. I simply don't understand how this casino maintains such a high rating. This feels like consumer misleading.

Dear Ervis,

I completely empathize with your frustration regarding the whole situation. It’s important to acknowledge that a series of not so common issues came up, which made finding a resolution more challenging. As I mentioned earlier, once the game provider initiates a gameplay verification, the casino team has limited control over the process and must wait for it to be completed.

Even the most reliable systems can face occasional hiccups. I understand that your user experience has been far from ideal, but it's worth noting that Ybets Casino serves thousands of customers on a daily basis, and only a small fraction encounter issues like yours. We have, so far, successfully addressed all player complaints in collaboration with the casino team which is one of the factors that influence or rating. Additionally, we evaluate each casino's rating based on multiple criteria, which you can review in our methodology here https://casinoguru-en.com/our-casino-reviews

I agree that the casino team could have prompted you to complete the standard KYC process a bit earlier. However, this is a necessary procedure that all licensed casinos must adhere to, and withdrawals cannot be processed without it.

With that said, I sincerely hope that once you complete the KYC, your withdrawal will be processed smoothly without any further delays.

Hello again,

After my last update, the withdrawal status was enabled, and I made another request. However, after waiting for three days, my withdrawal status has been canceled for the third time, and my active withdrawal has been canceled. I have deposited money into this casino, and now they are preventing me from withdrawing my winnings with these kinds of tactics. This situation is incredibly frustrating and feels unfair.

My withdrawal has been disabled again.

i also have not been asked a single time to do any KYC in last 3 months.

Dear Ervis and Casino Guru,

The player was sent for our standard verification process.

Additionally, the player personally canceled the last three withdrawals, after which he proceeded to spend the funds.

Respectfully,

Ybets Casino Representative

Dear Ervis,

Could you kindly confirm the information provided by the casino team above?

Dear Ervis,

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 Ervis,

I truly empathize with your frustration regarding the situation, and I understand why you may have chosen not to respond further. I agree that the casino team could have managed things more effectively. Unfortunately, since you decided to cancel the withdrawals and the funds were lost during your continued play, there isn’t much we can do at this point. I completely recognize that this experience was far from ideal, and your feelings are completely valid. However, because the funds were lost before we could fully address the issue, we find ourselves unable to take further action on your complaint. Patience is essential in these circumstances, and once the funds are gone, our options to offer any further help are basically close to zero.

Given this situation, I will now proceed to close your case. We sincerely regret that we cannot provide further assistance. If you encounter any issues with this or any other casino in the future, please don’t hesitate to reach out to us. We will try our best to help.

Best regards,

Michal

Casino Guru