The player from Argentina has issues withdrawing money from the casino, receiving an 'Action is blocked' notification. Despite being told the issue had been resolved, the problem persists. The player's account was blocked, stated by the CBET management citing security system anomaly. The player denies any wrongdoing and insists all KYC obligations have been fulfilled.
CBet Casino - Player’s account has been blocked due to security anomaly.
Black points: 301
Amount: $1,600,000 ARS
CBet Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
5 months ago
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5 months ago
Translation
Hello, good afternoon,
I have been in contact with my personal agents since May 6, reporting that I wanted to make a withdrawal but received the "Accion is blocked" notification. I was told to try another browser or device, which usually resolves the issue. However, this did not work. I contacted them again in search of a solution. They informed me that the issue had been escalated to a specific department. After a few days, my agent got back in touch saying that the issue had been remedied. However, when I tried withdrawing, I experienced the same issue. From May 14 onwards, I was told that I had to continue playing for the situation to normalize. Since that day, I have relentlessly played slots, online roulette, and blackjack. I ended up with 2 million pesos but lost up to 600k, running the risk of losing everything. I have been consulting the agents daily, but nothing has been resolved. Today, Monday 20/05/2024, I played until the early hours of the morning and when trying to log in to the application at 14:15, I found that the action was blocked and I couldn't access my account. I need a prompt solution to my problem and an immediate withdrawal from my account.
Today I received a response in the personalized chat stating that my account had been blocked following a decision made by CBET management. The official reason given was that the security system had detected an anomaly.
This is not only untrue - as I have not employed fraudulent methods in any of my activities on the platform - but I also feel wrongfully accused and discriminated against without an opportunity to refute these charges, as Sofia Rodriguez, as named in the Whatsapp application, removed me from the personalized customer service group.
I also want to mention the other two group administrators, Pablo Alviarez and Luna, as well as Ezequiel, who was part of the group as a member.
I appeal to the good faith and ethics of the company to resolve this issue, as the allegations against me lack substantiation
Upon creating the account, I have fulfilled all the requirements: KYC Registration, and all my documentation is in order.
Automatic translation:
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5 months ago
Hello Bramsenn,
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?
Looking forward to your answer.
Regards,
Nick
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5 months ago
Translation
Hello, good afternoon!
I hope you are well and we have a response from you with a solution to the problem.
Could you tell us if your account is already verified and, if so, since when exactly?
The account was verified, approximately since 2023 if I remember correctly.
Did you accumulate your winnings with real money or use a bonus?
Winnings were accumulated with real money
When was the last time you spoke to the casino and what was it about?
Yesterday, Monday 05/20/2024, I asked them again if after 14 days there was any recent news about when the supposed withdrawal problem that they indicated to me would be solved, I did not have a response within 2 hours, I tried to enter the application and my account was blocked, I asked about that and they directly answered the message telling me the following: I regret to inform you that your player account has been deactivated and this decision has been made by the CBET management.
Our security system discovered an anomaly and your account was automatically and permanently blocked. You can no longer play on our platform or open a new account.
Once I received that message, they removed me from the group where I had personalized attention without the opportunity to ask why they did that without any reason or explanation, because it is a false accusation.
Greetings.
Automatic translation:
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5 months ago
Dear Bramsenn,
Unfortunately, I would like to inform you that since this casino has 10+ 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.
