CBet Casino - Player's account unexpectedly locked post-winnings.

Hello, I'm here to share my experience. Two days ago, I deposited 10,000 pesos without any bonus activation or anything of that sort. I bet this amount and won a substantial sum of money. I was supposed to receive this money today as I requested a withdrawal the same day. However, this morning at 10:30, on 28/09, after a few failed login attempts due to an 'action blocked' notification, I found my account was locked. When I contacted support, they told me the account was locked without any clear reasoning and due to an apparent assessment by one of their departments. I should add that a few days prior to this withdrawal I had made another which was successfully reflected in my bank account. I urgently need help.

Hello Edojota,

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? When was the last time you spoke to the casino and what was it about? Did they in any way specify the reason of blocking your account?

Looking forward to your answer.

Regards,

Nick

Hello Nick, if you look at my account, it must have been verified for a week, so I made a withdrawal of 50,000 CLP days before requesting the other one (283,000CLP), I had the KYC, email, number and photo of the document, all accepted. The last talk from the casino was about the withdrawal in question, asking them how long it would take to which they responded that as soon as the transfer is accepted from the finance department it will be reflected in my bank account, then when they did not let me in they gave me the option to talk to live support where I asked them why they wouldn't let me access my account (I didn't know I was Banned) and they gave me the pleasant surprise that I was banned due to anomalies found by the security system, which seems absurd to me now I didn't do anything out of the ordinary. Then at the time of writing to them in the same chat, they had already blocked me and I couldn't respond or write, much less open another support thread. They showed no transparency and much less good attention, no explanation and honestly I believe no reason.

Hello Edojota 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 Edojota,

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

Thank you very much Nick, and thank you very much Stefan, I await the response from CBet Casino, to solve everything at once. If the casino did not respond to Stefan, what would happen?

Dear Edojota,

If the casino does not respond to the complaint, which is very possible in this case as the casino is not responding to the complaints at all. You can file a complaint to the Gaming Curacao Authority.

Kind regards,

Stefan

Thank you very much, presenting a complaint to the authority so that the casino deigns to do something would be very helpful to me, thank you very much.

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.

Stefan had a question, has the complaint already been filed with the Curacao gaming authority or will we wait for them to respond by the last deadline?

Dear Edojota,

The complaint has to be filed from your side. We can wait till the end of the timer and then I can help you with filing a complaint to the Gaming Curacao Authority.

Kind regards,

Stefan

Dear Edojota,

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