CBet Casino - Player's account closed during withdrawal attempt.

I deposited a total of 91,000 ARS into Cbet, marking my first experience with online casinos. I was initially unsure about the withdrawal process. Playing only roulette, one of several games that increase your stake to unlock withdrawals, my account balance rose to around 230,000 ARS. However, the system required me to wager roughly 500,000 ARS in order to make a withdrawal – an amount only decreased by playing slots or placing sports bets. I decided to proceed, successfully reducing the restrictive clause's amount and even accruing more winnings, bringing my total account balance to 425,000 ARS. Yesterday, I initiated a withdrawal via Astropay, which remained in processing. Today, upon trying to access my account, I found it to be either blocked or non-existent.

Hello Tokido,

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 is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that the casino may block the access to your casino account until the verification is finished.

Looking forward to your answer.

Regards,

Nick

On 9/27 it was verified, I got a bonus but I lost it to play with my real money, yesterday was the last day where I spoke with the casino, I attach a screenshot of the email they sent me of my confirmation

, a capture of the money transferred through astropay to the casino , a screenshot of the amount they were asking me to withdraw my money (it was not the last since I continued playing roulette and the amount increased to 1,100,000 ARS) , screenshots of the last thing I was able to send through customer service before they blocked me even from there, disabling the link on the page (it remained as non-clickable text without a redirection link, the rest was normal)

Given the delay on the part of casino guru in responding, I sent an email raising the complaint to complaints@gaming-curacao.com, they made me fill out a complaint form which included an estimated resolution between 3 to 6 weeks, I was waiting for that and I still hope that on behalf of casino guru they call CBET to see if they respond through this medium as well, thank you in advance.

Hello Tokido,

We are currently experiencing multiple player from your country having the same issue with CBet Casino. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Tokido,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Could you provide us with the evidence that you have filed a complaint to Gaming Curacao? You can send it to my email address stefan.m@casino.guru.

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?

Thank you in advance for providing the information.

Kind regards,

Stefan

More than 2 weeks ago, Cbet casino decided to close my account, giving a single explanation before closing all means of communication: "anomalies." Today I received an email from Cbet security clarifying that the closure of my account was for using "game strategies" in roulette, which sent a screenshot of how I normally play

(I select 18 numbers in full, I vary the numbers and double when I lose in most cases), saying that they are prohibited in physical casinos when I have played in online and physical casinos without problems, asking me to take a photo, make a video and sign a contract to return only the deposit I made and not the full amount with the winnings . I would like to know what you think about it.

Thank you

Dear Tokido,

We believe there are no such strategies in roulette that would be profitable long-term. In this case we are on your side, but I am afraid the casino does not intend to communicate with us at all.

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.

Dear Tokido,

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