The player from Argentina had his account blocked after he experienced a glitch in the casino's slot machine. He had registered his account about 6 months prior, had completed all verification processes, and had played slots without using a bonus. His winnings, which were approximately a million, were being withheld due to the account block. Unfortunately, we had to mark his complaint as "unresolved" due to the casino's history of non-responsiveness. Despite our numerous attempts to communicate, the casino had consistently ignored us, which led to a decrease in their overall rating.
CBet Casino - Player's account blocked due to a casino error.
Black points: 231
Amount: $1,000,000 ARS
CBet Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.1
CBet Casino has a Safety Index of 3.1, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
11 months ago
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11 months ago
Translation
The casino blocked my account due to a glitch in their slot machine. The error was purely on their part, and yet they blocked my account with my money still in it. I spoke with them, but they did not provide a solution. 
Automatic translation:
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11 months ago
Dear sergiokpo1312,
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.
Thank you in advance for your reply.
Best regards,
Petronela
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.
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11 months ago
Translation
I created my account 6 months ago or so, completed all verification successfully and only played slots winnings were without bonus
Edited
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11 months ago
Translation
And the sum of money withheld was more or less reaching a million.
Automatic translation:
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11 months ago
Dear sergiokpo1312,
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.
