Cadabrus Casino - Player's account has been closed, funds inaccessible.

I deposited and played at the casino "Cadabrus.com" this summer, after playing for a while I had about 79 000 kr on my account, I hade uploaded photo ID, selfie with ID, bank statement and ewallet verification.

I deposited with Mifinity but the casino requested a bank statement from my ewallet Mifinity. I emailed Mifinity and they told me they don't provide such documents and only gave me a excel sheet with my transactions. Cadabrus did not accept this and we went back and forth regarding this issue for a while. A few weeks back I received an email that they are closing down and now I can't login, my emails to them just bounce back to them and I have no way of getting my money out or even getting in contact with them. Betinia is owned by the same company as Cadabrus was (Maltix Limited). That's why I am posting my complaint here. My account is fully verified except for this impossible request they had for a bank statement from Mifinity which is impossible for me to provide. I provided them with screenshot of my Mifinity account as well as my email communication with Mifinity and everything else they have requested. Now I can't even reach them. Insane way to treat a customer. Please help me Casino.guru

Hello TobiasMessi10,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Cadabris Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Could you please advise since when exactly is the verification process ongoing?

Since around september

Which documents have been already approved and which ones not?

Approved: ID, selfie with ID, proof of address,

Not approved:

Bank statement from Mifinity (impossible to provide since the ewallet service Mifinity does not provide any documents that meet Cadabrus requirement, via their support or on their website)

When was the last time you spoke to the casino and what was it about?

It was on 7th december. I received this email:

Elina (Cadabrus)

7. des. 2024, 09:49 EET

Dear (redacted)

Thank you for contacting our support team.

We would like to inform you that, we have reported your issue to the relevant team and this under review. Once there is an update they will notify immediately via email.

If you have any additional questions, please, do not hesitate to contact us via email support@Cadabrus.com or via Live Chat.

Best Wishes,

Customer Service

Since then I have sent them multiple emails but the emails are not delivered and they all bounce back since they now have closed their website down. The same company Maltix Limited still operate other brands though.

Thank you TobiasMessi10 for all the information provided. I will now forward your complaint to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello TobiasMessi10 ,

I have reviewed your case and will try to contact the casino representatives to see if I can help.

We would like to invite representatives of Cadabrus Casino to join the conversation and participate in the resolution of this complaint.

Dear Cadabrus Casino,

Can you please provide further insight into the situation? What can be done so the player can reclaim their balance?

Kind regards,

Adam

Hello TobiasMessi10,

Just to keep you updated, I have made contact with the casino representatives via Skype and they are looking into the situation. I will post further updates as they are received.

Kind regards,

Adam

Thanks a lot guys!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello TobiasMessi10,

I have not had any further response from the casino, so I have reached out to the representative one more time in the hope that a resolution can be found for your situation.

If you do have any update from them in the meantime, please let me know.

Kind regards,

Adam

This is why I first added this complaint to another casino (Betinia) from the same owner (Maltix Limited).

They don't care about their Cadabrus customers or the reputation of that brand any more. Could you maybe move this complaint to Betinia and try contacting them?

Kind regards

Hello TobiasMessi10,

The representative for Cadabrus is the same as for Betinia, so I am afraid reassigning the complaint would not help in this way. Unfortunately, if the casino refuses to cooperate there is not a lot we can do.If there is still no reply the complaint will be closed as unresolved, as previously mentioned.

Kind regards,

Adam

But at least it could negatively effect their other brands if they refused to answer? Also, it was mentioned earlier that they "I have made contact with the casino representatives via Skype and they are looking into the situation.".

Did they just stop replying after that?

Hello TobiasMessi10,

That is correct, there has been no further response since then, despite multiple attempts to contact them.

Kind regards,

Adam

Dear all,

Thank you for reaching out!

Please be informed that we are looking into the case, and will provide updates as soon as we can.

Best regards,

Cadabrus team

Thank you for your response, Cadabrus Casino.

We will allow more time and wait to hear further from you.

Kind regards,

Adam

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Cadabrus can you please reply? You can't just close your business and steal my money like this. Why are you replying here and on Skype and then not replying for weeks? So insane behavior. You can just credit the money to one of the many other casinos that you own instead if you rather want to do that. If you don't make this right I'll make sure that customers of your other casino brands know how you treat customers and that you at any point can close the casino they are using and steal all of their money.

I will take this as long as I have to. To your regulator and to court if I need to and I'll make sure to drag the reputation of your other brands down with you. They way you conduct business is worse then those of criminals

Dear all,

Thank you for your patience!

We have conducted a thorough investigation into the matter, and would like to inform you that the customer's account was closed as they did not pass the verification of their payment method, including after a reminder from our team.

We understood and acknowledged the customer's inability to provide the Mifinity wallet history in the PDF format, when it was expressed to us on 4th of September 2024. As per our reply from the 7th of September, we accept the transaction history that consists of the screenshots (that were already in customer's possession), simply compiled into a PDF file. An additional reminder regarding the documents was sent to the customer on October 24th. However, we have not received the requested documentation in the needed format until the 8th of November, the date when the account was closed.

The customer's account was closed in accordance with the Terms and Conditions, namely the following article:

9.3 You must promptly provide us with all of the documents and information we might request, and assist us in conducting our Checks, without undue delay and in any event within thirty (30) days of our request. We may close or limit your account until you provide the requested documents, information and assistance. If you fail to do so to our reasonable satisfaction within the deadline indicated above, we may confiscate your winnings, terminate our business relationship with you, and return the remaining balance of your account to you. We may also withhold any payment to/from your account until the Checks are completed to our satisfaction.

To summarize - we have provided the precise instructions for the customer to complete verification, however, despite the instructions and reminders, the documents in the required format were not provided. As a result, the verification was considered failed, the account was closed and the winnings were deducted in accordance with the Terms and conditions.

We hope this helps reach the resolution of the case.

Best regards,

Cadabrus team

Thank you for the explanation, Cadabrus Casino Team.

DearTobiasMessi10,

Can you please respond to this? Have you provided the requested documents later than the 30 days specified?

Kind regards,

Adam

Dear TobiasMessi10,

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.

Hello all,

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Kind regards,

Adam