The player from Austria deposited €400 with the intention of playing through once in order to withdraw, as per the T&Cs. However, they were informed of a new playthrough requirement of €12400, 31 times more, despite having no active bonuses. The casino's explanation about this policy did not satisfy the player. We investigated the issue but were unable to resolve it due to the casino's consistent lack of response to our mediation attempts, leading to the complaint being closed as 'unresolved'.
CBet Casino - Player hit with unexpected playthrough requirement.
Black points: 111
Amount: €400
CBet Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
5 months ago
Public
Public
5 months ago
Translation
Hello,
I deposited 2x200€ at the casino because I wanted to play there.
I intended to play through the money once as indicated in the T&C to be able to make a withdrawal.
Then, I received a message saying that I have to play through 12400€ to be able to withdraw.
This is 31 times more.
I DON'T have an active bonus and I didn't play with a bonus either.
When I raised this issue in the chat, I received the following response:
"Our platform has an automated withdrawal system for all players to provide swift and convenient withdrawals. This high standard may potentially carry risks related to fraud, money laundering, and financing terrorism.
For this reason, there is a playthrough requirement in our casino.
You need to keep in mind that you have to play with minimum risk to meet the wagering requirements. If you win money with a bet that our system considers suspicious, the won amount will still be credited, but this amount also has to be played. So, if you play with almost no risk, the wager will keep increasing. Simply play normally, and our system will automatically pay out your winnings immediately.
Monitoring the turnover in casinos is crucial to identify and prevent risky activities. Although this amount may seem high, it is calculated in real-time based on your gaming behaviour. Therefore, if you want a withdrawal, you must play this amount, but above all, play just like any normal player. There is nothing that can be done against this, but I am confident that you will manage! Our system's reputation and protecting our players' funds are our top priorities!
I wish you good luck. 🍀"
This is nonsense.
I haven't even played yet.
Please help me
Automatic translation:
Public
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5 months ago
Dear spiker43,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. All regulated casinos require players to wager real money deposits. This is one of the standard AML (anti-money laundering) rules. The deposit wagering requirements are usually 3-10x the value of the last deposit, and it isn't anything unfair. However, if you are sure you didn't activate any bonuses, the wagering requirements above this amount are suspicious and questionable.
I have checked the casino’s withdrawal rules in the T&Cs and I found this:
4.2 You agree that we will have the right to withhold any withdrawals, in the event we believe or suspect that you may be engaging in or have engaged in fraudulent, collusive, unlawful, or improper activity, or if we are concerned about the operation of that player account or the withdrawal request. In such cases, we may commence and/or be involved in and/or assist any investigation into such circumstances, and you agree to assist and cooperate with any such investigation. As a progressive mean to control money laundering and terrorism financing, we have also implemented a wager x2 on all deposits before they can be subject to a withdrawal request on your part.
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.
Looking forward to hearing from you.
Best regards,
Kristina
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5 months ago
Dear spiker43,
Unfortunately, I would like to inform you that since this casino has 15+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach.
Regrettably, it seems to be a common practice of CBet Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.
We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from this casino. I wish I could be of more help.
The casino can reopen this complaint anytime.
