The player from Argentina had hit the max win and initially made successful withdrawals. However, after he deposited 20k and tried to withdraw 23,500 pesos, he encountered issues with his account being blocked and support being non-responsive. He reported that he had registered his account around September 15/16 and had been playing slot machines. Despite his attempts to communicate with the casino, they did not provide any reason for the account block. We had attempted to mediate the issue, inviting the casino to provide evidence and explain the account block, but received no response. We marked the complaint as 'unresolved' due to the lack of cooperation from the casino. We had advised the player to file a complaint with the gaming authority, Gaming Curacao, and offered assistance if needed.
CBet Casino - Player's account blocked after payout request.
Black points: 20
Amount: $23,500 ARS
CBet Casino
Safety Index:Very lowNo reaction policy, passive regulator
UNRESOLVED
Case summary
I created an account on cbet, hit max win, withdrew everything, and up to that point, everything was fine. Then one day I deposited 20k, played until I could withdraw 23,500 pesos, and got bored so I decided to withdraw. After a few days of sending 1000 emails and speaking with the website's support, they blocked my account and now they're not responding to my emails, nor allowing me to speak with the website's support. A disaster, the withdrawal never came through, I was scammed out of 23,500 pesos.
Dear diesalmon,
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 you’ve been playing (live casino games, slots, or sports betting)?
- Were your winnings accumulated with or without an active bonus, please?
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
I created the account more or less on September 15/16, and I played slot machines, I literally did nothing wrong and in order not to pay me more they blocked my account, I had deposited with a bonus and perfect wagerie to be able to withdraw. But after a few days they blocked my account and when I talk to them by email they don't give me any reason.
Thank you very much, diesalmon, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. In recent days, we have received numerous similar complaints from users in Latin America regarding the identical issue with this particular casino. However, I would like to warn you that it seems to be a common practice of CBet Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.
Dear diesalmon,
I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible, but I have to warn you that this is a casino that hasn't been responding to the complaints for a while.
Now I would like to invite a CBet Casino representative to join this conversation and participate in resolving this complaint.
Dear CBet Casino,
Could you please state why the player's account got blocked? Could you please provide us with the evidence?
Thank you in advance for providing the information.
Kind regards,
Stefan
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.
They still don't respond to my emails or send me the money, it's a disaster how cbet treats customers
Dear diesalmon,
I have tried to contact the casino repeatedly but had no success. I am afraid, there is not much that can be done without cooperation from the casino's side. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
There is one more possible way how you can try to get your winnings back - to file a complaint with the gaming authority that regulates the casino - Gaming Curacao. It is possible to file a complaint via the official website (http://www.gaming-curacao.com/) using a "Contact" button or by sending your complaint to info@gaming-curacao.com. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed.
If there is any progress with your issue or you need help, please let me know at stefan.m@casino.guru.
I sincerely hope you will not come across a problem like this again.
The casino can reopen this complaint anytime.
Best regards,
Stefan, Casino.Guru
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