The player from Argentina had deposited 5,000 Argentine pesos and had doubled it to 10,000 Argentine pesos due to a promotion. After meeting the wagering requirements and accruing 20,000 Argentine pesos in winnings, he had requested a withdrawal on September 24, 2023. However, his account had been suspended and the casino had ceased communication. The player's account had been verified on the day of deposit, but no refund was issued after the suspension. Despite multiple attempts by our team to contact the casino, no response was received. Consequently, we had marked the complaint as 'unresolved', which may have negatively impacted the casino's rating. We had advised the player to file a complaint with the regulating gaming authority, Gaming Curacao, for further assistance.
CBet Casino - Player’s account has been suspended after withdrawal request.
Black points: 40
Amount: $20,000 ARS
CBet Casino
Safety Index:Very lowNo reaction policy, passive regulator
UNRESOLVED
Case summary
Hello, on September 22, 2023, I made a deposit of 5,000$ Argentine pesos to the website cbet.gg, which was doubled to the amount of 10,000 Argentine pesos + 25 free spins on a Pragmatic slot machine due to their promotion.
After meeting the goal to spend "x" amount of money, I was finally able to withdraw 20,000$ that I had won by playing, which I did on Sunday, September 24, 2023.
Today, September 29, 2023, my account is suspended and when I contacted them, they asked for my information. After giving it to them, they responded with the following:
They are blocking any further communication as they've blocked browser integration on their contact platform.
If you need any information, I could provide it as I have recorded everything from the games I played to the withdrawal id.
As of now, I won't make any video about this website (cbet) as I'm hopeful that they will give me MY MONEY back.
(I would like to clarify that I registered with a Twitch account, so the email given corresponds to the Twitch account.)
Hello Jdseba,
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 the casino refund your deposit after they blocked your account? When was the last time you spoke to the casino and what was it about? Did you try to contact them by e-mail support to find out the exact reason of their decision?
Looking forward to your answer.
Regards,
Nick
Could you tell us if your account is already verified and, if so, since when exactly?
If my account was already verified since in order to deposit money through "Astropay" verification was necessary
The verification day was the same day of the deposit: 09/22/2023
Did the casino refund your deposit after blocking your account?
NO I do not refund even 1 cent to my Mercadopago account
When was the last time you spoke to the casino and what was it about?
I contacted them twice:
1) To find out the reason why I couldn't access my account because it said it was blocked
I leave photos below Date: 09/29/2023
Then I had to change browsers since they blocked all messages sent to Chrome so the only way to communicate with them again was through the Microsoft Edge browser.
2) To find out if they were still going to send me the withdrawal that I had made since I had done it before being blocked, which with its own message stated that it was rejected
I will leave the links since it won't let me upload all the files:
https://gyazo.com/a3ca213927e1a0416e1fcd2115d2c0f2
https://gyazo.com/706708718237fdebea9534ce19828d2b
https://gyazo.com/b24abfff4653f744a2c820f47d37cede
Did you try contacting them via email to find out the exact reason for their decision?
No, I did not try to contact them because they put too many obstacles for me to not contact them again (cbet) through the same page, but if you require me to contact them by email I will try to do so.
All photos are taken from a video I made since I assumed this could happen
Hello Jdseba and thank you for all the information provided. 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 Jdseba,
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.
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
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 Jdseba,
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
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