The player from Chile had won 1.5 million Chilean pesos but faced issues when attempting to withdraw the funds, as they were blocked for 'security reasons.' After increasing his winnings to 5.7 million pesos, the casino permanently closed his account without explanation and did not respond to his multiple emails. The Complaints Team was unable to resolve the issue due to the casino's consistent lack of cooperation, as evidenced by multiple closed cases under a 'No Reaction Policy.' Consequently, the complaint was closed as 'unresolved,' and the casino's overall rating may have been affected by this situation.
CBet Casino - Player's account has been closed by the casino.
Black points: 710
Amount: $5,700,000 CLP
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
3 months ago
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3 months ago
Translation
About 10 days ago, I won the maxwin on a machine, which was 1.5 million Chilean pesos (to clarify, I've been betting on Cbet for many months without any major issues). I tried to make a withdrawal, and after a few hours, the funds returned to my account and my withdrawals were blocked "for security reasons". They told me I would get a response in 72 hours. Over the next 4-5 days, I managed to turn that amount into 5.7 million, roughly $6000. Finally, after 5 days, they permanently blocked my account and sent me an email saying it was for security reasons and that I could no longer play at their casino or create new accounts. They practically treated me as a scammer and did not mention the money they took from me.
I've sent several emails since then, and they haven't responded at all. If I try to create another account to speak with customer service, they immediately block it as well.
Automatic translation:
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3 months ago
Dear jotaele22,
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.
- Did you accumulate your winnings with or without an active bonus?
- Do I understand correctly that this was the only explanation you received from the casino? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
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3 months ago
Hey Kristina, thanks for answering.
No, I did not have an active bonus.
And yes, they sent the same answer twice and never answered again after that, I'll send you everything that I have, is in spanish though
Thanks for your help
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3 months ago
Dear jotaele22,
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.
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. Please check all our 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 resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from CBet Casino. I wish I could be of more help.
The casino can reopen this complaint anytime.
