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Hello

I took advantage of the deposit bonuses and accumulated winnings.

I've been waiting for USDT withdrawal for 3 weeks now.

KYC has not been completed, but they are not asking for any identity documents.

Apparently you can still deposit and play.

They initially said it would take about 14 days for the provider to check the gameplay, then after that they started saying it could take up to 30 days.

I am also having the same issue with Immerion. I claimed the deposit bonus but did not use it. And I am requesting a withdrawal at the same time.

Please lend me your strength.

From what I can see, there are many people out there with the same problem as me. Given this, it seems that almost all of the game providers they use are spending a lot more time on playchecks than the usual 14 days. Is that possible?

It just seems to me like they're making excuses.

こんにちは

入金ボーナスを利用し、賞金を積み上げました。

現在USDTの引き出しを3週間待っています。

KYCは完了していない、しかし彼らは本人確認書類を要求していません。

どうやら入金とプレーはまだできるようです。

彼らは当初プロバイダー側によるゲームプレイチェックのため14日ほどかかると言っていた。それが過ぎた後、今度は最大30日かかると言い始めた。

そして私はimmerionにおいても同様の内容に悩まされている。こちらにおいて入金ボーナスを請求はしたが利用はしていない。そして同時期の引き出し申請です。

どうか力を貸してください。

ここを見る限り私と同じ悩みを抱えている人がたくさんいることがわかります。これらを鑑みると、彼らが採用しているゲームプロバイダーのほぼ全てがいつも一般的である14日を大きく超える時間をプレイチェックに費やしていることになります。そのようなことがあり得るでしょうか？

私には彼らが言い訳をしているようにしか思えません

Dear ryosyou,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and assist you effectively, could you please provide more details by answering the following questions?

• Could you please send me a link or a screenshot of the deposit bonuses you activated and played with?
• What types of games did you play?
• When was the last time you communicated with the casino regarding the investigation of your gameplay?

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

I deposited the money on April 2nd and requested a withdrawal the next day, meaning 4 weeks have passed, not 3.

I played the slots while paying attention to the bonus terms and conditions.

I contacted them via the chat on the site yesterday, but the only reply I got was a standard message.

4月2日に入金し、翌日に引き出し申請をしています。つまり3週間ではなく4週間経過している。

ボーナス規約に注意をしながらスロットをプレーしました。

昨日、サイトのチャットにて連絡をとりました。しかし、返答は定型文のみです。

The withdrawal restrictions were lifted on May 3rd, the 30th day of the final deadline, and I applied for a withdrawal.

Today, 24 hours later, I received a message that I need to complete KYC and now my withdrawal function is restricted again.

I have submitted my identity documents but I am told it may take up to 5 days for the KYC department to respond.

It's been more than 30 days already, why didn't they ask for KYC before?

They seem to love delaying withdrawals.

最終期限の30日目である5月3日に引き出し制限が解除され、引き出しを申請しました。

24時間経過した本日、KYCが必要だという連絡を受け取りました。現在引き出し機能は再び制限されています。

私は本人確認書類を送信しましたが、KYC部門からの返答には最大5日かかると聞きます。

既に30日以上経過しているのに、何故彼らはこれまでKYCを求めなかったのでしょうか？

彼らは引き出しを遅延させるのが大好きなように思えます。

Thank you for the update. I understand your frustration, especially after such a long wait and the sudden introduction of the KYC requirement after the 30-day period.

Could you please confirm which identity documents you submitted for the KYC process, and if possible, when exactly you uploaded them?

When was the last time the casino communicated with you?

Have any of your documents been approved in the meantime by any chance?

This will help us better understand the current status and follow up with the casino if needed.

I emailed my driver's license on May 3rd.

Yesterday I had a chat on the site, and the responses were standard.

There is no response from the KYC department yet.

One more thing to mention: they said they would email me when the playcheck was complete, but I never got a notification. I wouldn't have noticed if I hadn't logged into the site and checked. They really seem to like buying time.

5月3日に運転免許証をメールで送信しました。

昨日、サイトでチャットをしました。返答は定型文です。

KYC部門からの返答はまだ何もありません。

さらにもう一つ言いたいことがある。彼らはプレイチェックが完了次第、メールで連絡すると言っていたが実際は通知が無かった。私がサイトへログインして確認していなければそれに気づいていないだろう。彼らは時間を稼ぐことが本当に大好きなようだ。

5 days have passed.

Just like I thought, no response...

Thank you very much, ryosyou, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@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 ryosyou,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. I would also like to ask you to not play your balance any further at this point in time. As the first order of business, I would like to invite the Ybets Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why was the KYC process only started recently? Is there a timeframe, in which the withdrawals might be processed? Thank you in advance for providing us with your view of the issue.

It seems they never keep their promises.

Every time I go to the live chat, they say they will respond quickly and process the issue quickly, but that never happens.

I am also waiting for a withdrawal on Immerion, where the play check deadline was May 11th but has not yet been completed. Again, this was a lie.

I complained to Immerion via live chat today, May 12th, and they said it will be done by the end of the day. But how can the casino know the progress of the play check by the game provider?

Considering the fact that almost all playcheck cases are taking much longer than the standard 14 days and their past actions, it is questionable whether they are really requesting playchecks from the provider. As soon as I complained on live chat, they said "It will be completed today," which is suspicious.

やはり彼らは全く約束を守らないようだ

ライブチャットに行くたびに、彼らは「すぐに返答する、すぐに処理する」というが、守られた試しがない

私はimmerionにおいても引き出しを待ち続けている、こちらのプレイチェックの最終期限は5月11日と言っていたがまだ完了していない。やはりこれも嘘だった。

immerionにおいて、5月12日である今日、ライブチャットで苦情を訴えたら、彼らは今日中にそれが完了すると言った。しかし、ゲームプロバイダーによるプレイチェックの進捗などカジノ側に分かるのだろうか？

ほぼ全てのプレイチェックのケースに基準である14日を大きく超える時間をかけていることや、これまでの彼らの行動を考えると彼らが本当にプロバイダーにプレイチェックを依頼しているのかは疑問である。ライブチャットで苦情を言った途端に「今日完了します」などと言う彼らは怪しい。

Dear ryosyou 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 Casino representative,

thank you for updating us on the situation. Please keep us updated.

Dear ryosyou,

I hope the issue will be resolved soon. In case there are any developments, please let us know.

It's been over 2 weeks since I sent the documents and you said it would take "up to" 5 days for a response from the KYC department.

It's been one month and two weeks since my first withdrawal request.

They are people who never keep their promises.

書類を送ってから2週間以上が経過している。KYC部門からの返答には"最大"5日かかるとあなたは言っていた。

最初の引き出し申請から数えるなら1か月と2週間だ。

約束を全く守らない連中だ。

Dear casino representative,

as more time has passed, I would like to ask the casino to inform us about the current proceedings.

They're trying to bid up until the last minute.

Other complaints state that they will eventually pay but will delay as long as possible

彼らはギリギリまで時間を稼ぐつもりだ

他の苦情を見ると、彼らは最終的には支払うが、可能な限り遅延させると書かれている

Today, for the first time, I received a response from the KYC department. It has been 24 days.

"Dear Player,

So we can proceed with the verification procedure, please provide your photo with your ID document in hand in front of our website in good quality as the information on your document should be clearly readable and your face should be fully seen, thank you.

Kind regards"

They are asking for a new selfie even though it has already been 24 days since they sent the photo.

From past experience, I can easily predict that they will complain about the quality of the photos and other factors, so I sent several variations of the photos. It's been almost 2 months since my first withdrawal request, so I'll see how many weeks it will take for them to respond.

今日、初めてKYC部門から返答を受け取りました。24日経過している。

"Dear Player,

So we can proceed with the verification procedure, please provide your photo with your ID document in hand in front of our website in good quality as the information on your document should be clearly readable and your face should be fully seen, thank you.

Kind regards"

写真を送ってから既に24日が経過しているにも関わらず、彼らは新しいセルフィーを要求している。

これまでの経験から、彼らが写真の画質やその他要素について文句を言うことは容易に予測できます。そのため私はいくつかのバリエーションの写真を送信しました。最初の引き出し申請から2か月が経とうとしています。さあ、これから彼らが次の返事をするまで何週間かかるか見てみようと思います。

Dear ryosyou,

thank you very much for your continuous updates. I believe the best course of action right now is to send the photo to the casino as requested. However, I would also like to ask you to send it to martin.l@casino.guru.

I will evaluate the photo as well, and, in case it meets all requirements, I will update the thread with a confirmation that we believe everything has been fulfilled on your part. The photo itself will of course not be shared anywhere.

I would also like to remind you, that at this point we advise you not to play your balance any further.

I sent it promptly.

Your support is appreciated.

早速送信しました。

あなたの支援に感謝します。

Dear casino representative,

I can confirm we have received the player's selfie, which we believe should be sufficient for the verification process to continue. Please keep us updated on the future proceedings.

Dear ryosyou and Casino Guru,

Your selfies have been approved, and you have been notified.

We are now awaiting your response regarding the deposit method.

Respectfully,

Ybets Casino Representative

Payment instructions have been sent.

please confirm.

支払方法について送信しました。

確認してください。

Dear parties,

as more time has passed, I would like to ask you to update us on the current situation.

Dear ryosyou,

have you received the money?

Withdrawals are still restricted.

依然、引き出しは制限されたままです。

Dear casino representative,

please update us on the situation. Why are the player's withdrawals restricted? Has there been an issue with the verification process?

They asked for documentation of the deposit method I used, which I sent promptly but have yet to receive confirmation.

彼らは私が使用した入金方法についての資料を求めた。私は即座に送ったが未だに確認されていない。

They want to buy time so they will respond right at the deadline.

彼らはとにかく時間を稼ぎたがっているので期限ギリギリに返答するだろう。

"Dear Player,

So we can proceed with the verification of your account, we kindly ask you to submit supplemental documents such as a utility bill that shows your full name, residential address and date of the bill (not older than 90 days). Please only upload the one page which contains the required information and use an image file format (such as PNG, JPEG, PDF).

Additional forms of utility bills that are also acceptable include, but are not limited to: a current lease, a proof of enrollment at a college or university, or a tax return.

Kind regards"

I just received this email.

They do not request all the documents at once, but instead request additional documents multiple times later.

And now there is only an hour left before the casino's deadline for a response, and they are replying right at the last minute, so it's obvious they are stalling for time.

Furthermore, they have not responded to the Casinoguru team's question posted here: "Why is the certification being delayed?"

It's just deliberately delaying it.

This is a ridiculous response. I don't understand how this casino has such a high rating of 9.4.

They will post a response here shortly. I have already sent the requested documents, please check them now.

"Dear Player,

So we can proceed with the verification of your account, we kindly ask you to submit supplemental documents such as a utility bill that shows your full name, residential address and date of the bill (not older than 90 days). Please only upload the one page which contains the required information and use an image file format (such as PNG, JPEG, PDF).

Additional forms of utility bills that are also acceptable include, but are not limited to: a current lease, a proof of enrollment at a college or university, or a tax return.

Kind regards"

今、このメールを受け取った。

一度に書類を要求せず、後から追加で何度も書類を要求している。

しかも今はカジノの返答期限1時間前です。期限ギリギリに返答しています。つまり彼らが故意に時間稼ぎをしているのは明らかです。

さらに彼らはここに書かれたCasinoguruチームの「なぜ認証が遅れているのか？」という質問にも答えていない。

ただわざと遅らせているだけです。

とてもばかげた対応です。このカジノの評価が9.4と高いことが理解できません。

彼らはこの後すぐここへ返答を書き込むでしょう。私は既に要求された書類を送っています、すぐ確認してください。

Dear ryosyou 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 Casino representative,

I want to inform you that this is your final opportunity to resolve the pending complaint submitted by the player. Despite our previous communications, the issue remains unresolved.

I would also like to highlight that cases involving your casino have been taking an unusually long time to reach resolution. This creates a frustrating and negative experience for the players, which ultimately reflects poorly on both your operation and our platform.

Due to the growing number of ongoing complaints, this matter was discussed during our recent internal meeting, where it was decided that it requires immediate attention.

If we do not reach a satisfactory resolution within the next 7 days, we will proceed to close the complaint as unresolved.

Additionally, please be aware that failure to address this issue will result in a negative impact on your safety index, which will affect your overall standing on our platform.

We urge you to prioritize dealing with this situation and take the necessary steps to resolve it without further delay.

It's the day before the deadline, but withdrawals are still restricted

I don't think all the withdrawals will be completed by tomorrow.

It may be that they want to close this complaint unresolved so they can avoid paying the bill.

期限の前日ですが引き出しは制限されたままです

明日までに引き出しが全て完了するとは思えません

この苦情を未解決のままクローズさせて、支払いをごまかすことが彼らの狙いなのかもしれません

Dear ryosyou,

I am sorry to hear you weren't paid yet. I am afraid however, that in case we do not get a meaningful response from the casino, which could move this case forward, I will have to close this case as unresolved - with a rating drop to the casino.

Dear ryosyou and Casino Guru,

The player has been successfully verified and is now eligible to withdraw their funds.

Respectfully,

Ybets Casino Representative

Don't lie

Withdrawal options remain limited, don't waste your time

嘘をつかないでください

引き出しオプションは制限されたままです、時間稼ぎはやめてください

Dear casino representative,

I would like to ask you to check the player's account again.

Withdrawals were enabled, so I applied for them.

Your playcheck should already be complete, please send the money now

postscript

The deadline that was communicated to me is today, so I hope to get the money by today.

引き出しが有効になったので、申請しました

プレイチェックは既に完了しているはずです、すぐに送金してください

追記

通達されていた期限は今日です。今日中にお金を得ることを期待します。

Dear ryosyou,

do I understand correctly that you have successfully requested a withdrawal of your funds? In case you have, please let us know when everything is paid out.

Martin

Yes, I have submitted my withdrawal request.

But we haven't received the funds yet, so we can't say the matter is resolved.

I hope this will be resolved by today's deadline.

Martin

はい、引き出しリクエストを送信しました。

しかしまだ資金を受け取っていないため、解決したとは言えません。

期限である本日中に解決することを願っています。

Dear ryosyou and Casino Guru,

The player has been successfully verified and is now eligible to withdraw their funds.

Respectfully,

Ybets Casino Representative

Today is the final deadline for complaints.

My complaint is still unresolved, please send the payment immediately.

今日が苦情の最終期限です。

まだ苦情は解決していません、すぐに送金してください。

Today, three months later, I received the funds.

Thank you for your cooperation.

3ヶ月経った本日、資金を受け取りました。

みなさんのご協力に感謝します。

Dear ryosyou,

I am glad to hear that your issue has been resolved at last. However, I also fully understand your dissatisfaction with the whole situation. Long delays are always unwelcome and sometimes even dangerous, as players often lose the money they wanted to withdraw.

However, I'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation and I hope you won't have to message the Complaint Resolution Center again. However, if an issue arises, we are 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, 

Martin

Casino.Guru