CBet Casino - Player's account blocked over suspicious play pattern.

Hi,

Cbet blocked account 15.02.2023. I don’t know what I have done wrong. I havent breached any of their terms. They sent me an email though, stating: "We have detected suspicious activity on your account regarding your play pattern.

As a result, your account is now permanently blocked. Unfortunately, you will no longer be able to use our platform and there are no refunds to be made."

What the "suspicious activity on your account regarding your play pattern" is, I have no idea. I made some profitable bets that beat the price before kickoff. They might have been thinking I was a arbitrage player, or problem player? If they review my play history many of my bets had bad kickoff price. Some where good, some where bad, but the price on exchanges and rest of the bookies where the same as cbets prices. So how can my play pattern be "suspicious activity" when every casino offer the same price? Yes sometimes the bets price falls a couple of days after my bets, how is that my fault?

I passed their KYC twice. I have had several withdrawals with them in 2022, no issue. I only have one account. I didn’t breach any of their terms nor have they accused me of breaching any.

It is very dramatic to suddenly lock my 30 000 € balance for being somewhat competent when placing bets (sometimes not so competent when I placed NBA bets). They didn’t even return my deposits worth 20 000+ €. Hope this complaint can help cbet reconsider, what is a very strange decision from my point of view. 

Best regards, boll11

Hello hptm,

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

Could you please advise if your account was verified and if yes, since when exactly? Did you play casino games or sports betting in the casino? How much was your real money balance on your casino account when it got closed?

Looking forward to your answer.

Regards,

Nick

My account was verifed December 2022. I played both. My balance was about 30 000 €  worth of euros and usdc when my account was "disabled".

Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru?

Forwarded now.

Hi.

With respect, that this casino has 6.3 rating from casino.guru is unbelivable. This case is a prime example of that. Complaints at askgamblers and here at casino.guru show that this casino does not have repsct for their players, at all. Hope you can reflect that in your rating so no other player get stuck in their zombie operation. That they dont like my baccarat or premier league bets doesnt warrent closure of my (anyones account). Hope you can update your rating.

Best regards.

Thank you for the e-mail provided. Did they specify which betting pattern caused this issue?

Please keep in mind that if it is related to sports betting, we won't be able to deal with the case as we handle only casino related issues.

"suspicious activity on your account regarding your play pattern". If it is sport or casino, I have no idea.

Did you play casino games or sports betting? I did not mean to which one is the reason of block related but your game play activity.

I played both sportsbetting and casino.

Hello hptm,

As we will definitely need more details regarding your complaint from the casino, your case will be now forwarded to my colleague Pavel (pavel.k@casino.guru) who will be assisting you form now on and will try to get in touch with the casino.

Please keep in mind, as I've mentioned earlier, if the suspicious activity is related to your sport bets, we will be forced to close the complaint as we deal only with casino related issues.

Wish you best luck with your case.

Regards,

Nick

Hello, hptm!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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. In the meantime, I recommend you contact the Curacao Gaming Authority (info@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel K

Casino Guru Team