CBet Casino - Player's account blocked with funds after failed withdrawal attempts.

I started playing at cbet a while ago. Everything was going well. As time went on, as expected, I started losing money.

The last deposit I made (200 usdt) was for a bonus which gave me a certain wager. After completing the wager, I finished with the bonus.

The problem began when I wanted to withdraw the available balance in my account, originally 3800usdt. Suddenly, I was informed that I couldn't withdraw due to something known as "turnover". After some research, I discovered that the turnover is a security method used by the casino to prevent fraud and money laundering, among other things. However, none of these cases applied to me. Moreover, the turnover amount was excessively high, unreasonably so compared to my deposits. I had deposited a total of 2000usdt in the past, and while the maximum turnover usually tends to be double your total deposits (4000usdt), mine was a staggering 15000usdt.

I contacted support again and again to try and resolve the issue of my high turnover, which, to begin with, shouldn't even have been there. But all I managed to do was have it increase, despite not placing any more bets or making any more deposits.

I attempted to complete the turnover, and in doing so, I spent 300 usdt on the casino's slot games to see if anything would change. However, my turnover only escalated.

I discussed the situation with a colleague who suggested that I pretend to have a gambling addiction. That way, they would be forced to close my account and pay me the funds that were left within it.

That's how I ended up contacting their support through the chat feature on their website and pretended to be addicted to gambling. They then proceeded to block my account and contacted me via email.

The first email I received asked me to log in and withdraw my money.

When I logged in again, the turnover was still there. I complained that I couldn't withdraw my money, and I also couldn't complete the turnover as I had been blocked for addiction.

I asked them to unblock my account and assured them that I wasn't an addict and was in a position to gamble responsibly. However, they decided to keep my money and permanently block me. Currently, I am not receiving any responses from them via the website's chat feature or email.

I'm left with a blocked account containing 3500 usdt and no response.

I've been considering legal action, but honestly, I don't know how to go about it.

What can I do? Can anyone help?

Dear lucianobaronzini,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Regrettably, we've encountered numerous comparable complaints over the past few days. We remain optimistic that the casino will promptly attend to this matter, though, at present, it appears they have chosen to adopt a No Reaction Policy.

Please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please clarify which bonus you played with? If possible, please post here a link or promo code to the bonus offer you redeemed.

Do I understand correctly that the casino didn't clarify what would happen with the remaining balance after account closure?

If there’s any other relevant communication, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you in advance for your reply.

Best regards,

Kristina

Thank you very much, lucianobaronzini, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you lucianobaronzini for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask CBet Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 15+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us. 

Sadly, 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. The casino can reopen this complaint anytime.

Regrettably, we have no other choice since it seems to be a common practice for CBet Casino to ignore us completely in our attempts to mediate any kind of issue. We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from CBet Casino.

I recommend you contact the Gaming Curacao Authority (complaints@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 (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter