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I made a deposit to this company. They did not ask for any KYC identification other than an email. When I requested a withdrawal of 700 euros, the next day they canceled my withdrawal, telling me that the withdrawal was not possible, and that my winnings were being reviewed by the game provider. I am also attaching a screenshot of the message.

πραγματοποίησα κατάθεση στην συγκεκριμένη εταιρεία. Δεν ζήτησαν καμία ταυτοποίηση KYC πέρα από email . Όταν αιτήθηκα ανάληψη το ποσό των 700 ευρώ , την επόμενη ημέρα μου ακύρωσαν την ανάληψη λέγοντας μου ότι η ανάληψη δεν είναι δυνατή , και ότι η νίκη μου εξετάζεται από τον πάροχο παιχνιδιού . Παραθέτω και σκριν σοτ από το μήνυμα .

Dear PanRoll,

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.

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
• Which games have you been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Good evening

No identification process has been carried out as I was not asked for anything beyond my email and date of birth.

The registration took place on Friday 9/05/2025 and I immediately made a deposit. After less than 1 hour and having wagered my deposit (40 euros) according to their terms x3, I attempted to make a withdrawal, which they canceled the next day.

None of their bonus was used, as this amount was won before the initial deposit amount was exhausted, and in order to request a withdrawal, I had to waive the 1st deposit bonus, which was never fully used.

I was playing slots, specifically Duck Hunter by Nolimit.

Καλησπέρα

Δεν έχει γίνει καμία διαδικασία ταυτοποίησης καθώς δεν μου ζητήθηκε τίποτα πέρα από το email μου και την ημερομηνία γέννησης .

Η εγγραφή έγινε την παρασκευή 9/05/2025 και έκανα αμέσως κατάθεση . Μετά από λιγότερο από 1 ώρα και έχοντας τζιράρει σύμφωνα με τους όρους τους χ3 την κατάθεση μου (40ευρω) αποπειράθηκα να κάνω ανάληψη , και την οποία ακύρωσαν την επόμενη μέρα .

δεν χρησιμοποιήθηκε καθόλου από το μπόνους τους, καθώς το ποσό αυτό κερδήθηκε πριν τελειώσει το αρχικό ποσό κατάθεσης και μάλιστα για να αιτηθώ την ανάληψη , έπρεπε να αποποιηθώ από το μπόνους 1ης κατάθεσης , που όμως δεν χρησιμοποιήθηκε εν τελεί ποτέ .

Επαιζα κουλοχέρηδες και συγκεκριμένα το Duck Hunter της Nolimit

Hi PanRoll,

Thank you very much for your update.

To better understand the situation and assess the casino's explanation about the "game provider review," could you please clarify the following:

• Was your game session interrupted in any way? (e.g., disconnection, game freezing, technical error)
• Did the casino mention which game provider is reviewing the session, or provide a timeline for the outcome?
• Do I understand correctly that you cancelled 1st Deposit bonus prior to accumulating your winnings?

If you receive any new messages from the casino in the meantime, feel free to forward them to petronela.k@casino.guru.

Thank you.

The game was not interrupted at all or in any way. It completed smoothly.

He did not name any provider, and they said it is a process that takes more than 14 days in total.

No I didn't cancel it before I completed my winnings. I deposited 40 euros and my account was only credited with that money. As soon as I tried to make the withdrawal, a message appeared saying that if I request a withdrawal, I will lose any active bonus I have, and I pressed withdraw.

For this reason I mention that their bonus was not used as I never reached it, I was playing with my 40 euros deposit.

το παιχνίδι δεν διακόπηκε καθόλου και με κανέναν τρόπο . Ολοκληρώθηκε ομαλά .

Δεν έδωσε όνομα κανενός παρόχου , και είπανε ότι είναι μια διαδικασία που ξεπερνάει τις 14 μέρες στο σύνολο .

Οχι δεν το ακύρωσα πριν συμπληρώσω τα κέρδη μου . Κατέθεσα 40 ευρώ και στον λογαριασμό μου πιστώθηκαν αυτά τα χρήματα μόνο . Μόλις προσπάθησα να κάνω την ανάληψη , μου εμφανίστηκε ένα μήνυμα ότι σε περίπτωση που αιτηθώ την ανάληψη , θα χάσω οποιοδήποτε ενεργό μπόνους έχω , και πάτησα απόδοχη .

Για αυτόν τον λόγο αναφέρω ότι δεν χρησιμοποιήθηκε το μπόνους τους καθώς δεν έφτασα ποτέ σε αυτό , έπαιζα με τα 40 ευρώ της κατάθεσης μου .

Hi PanRoll,

Thank you very much for your clarification.

We’ve reviewed the situation and would like to explain the likely reason your withdrawal was not approved.

According to the casino’s Bonus Policy (which you can find here: https://ybets.net/main-info/bonus-policy, specifically clause 1.7, "Winnings obtained through bonuses will only be eligible for withdrawal once all wagering requirements have been fulfilled."

From what you described, it seems you activated the first deposit bonus but did not complete the required wagering. Please note that:

• Once a bonus is canceled before the wagering requirements are met, both the bonus and any associated winnings are forfeited.
• Even if you were playing with your deposited funds initially, once a bonus is active, the casino typically tracks both balances and applies specific rules to all gameplay during the bonus period.

We understand this can be confusing, especially if it appeared you were playing with your deposit alone. However, from the casino’s perspective, an active bonus means that all play — until wagering is completed or the bonus is canceled — is subject to bonus rules.

If you have any additional documentation or screenshots that support a different course of events, feel free to forward them to petronela.k@casino.guru so we can take a closer look.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Dear PanRoll,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru