CBet Casino - Player's withdrawal delayed despite meeting requirements.

Today was my first, and definitely my last, day playing on Cbet.

I deposited $300 CAD to take advantage of the "First Bet Refunded" new user bonus. When my initial bet lost, I was refunded as promised. However, I was informed that to withdraw my money, I had to wager the refunded amount again. Not wanting to lose my money, I placed a safe bet, which won.

That's when I was asked to re-bet my money due to a rule called "Turn Over," allegedly to prevent fraudulent activity. It seemed more like a way to prevent me from making any money. I contacted support, who explained that this rule applies when you bet on low to no-risk games. The agent told me I needed to place a high-risk bet (win or lose). So, I opened a live roulette session, placed a bet, and won.

Despite following the rules and placing a high-risk bet, the turnover requirement is still in place, and I am unable to withdraw my funds.

Dear theagener7,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you encountered with CBet.

To better understand your situation and assist you effectively, could you please provide more details on the following points:

• Can you confirm the exact terms and conditions of the "First Bet Refunded" bonus that were presented to you when you made your initial deposit?
• Could you clarify the specific amount you were required to wager after your initial bet was refunded?
• When you placed the "safe bet" that won, what game did you bet on, and what was the amount you wagered?

Meanwhile, I have checked the general terms and conditions, and this is what I found (here):

4.2 You agree that we will have the right to withhold any withdrawals, in the event we believe or suspect that you may be engaging in or have engaged in fraudulent, collusive, unlawful, or improper activity, or if we are concerned about the operation of that player account or the withdrawal request. In such cases, we may commence and/or be involved in and/or assist any investigation into such circumstances, and you agree to assist and cooperate with any such investigation. As a progressive mean to control money laundering and terrorism financing, we have also implemented a wager x2 on all deposits before they can be subject to a withdrawal request on your part.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hello Petrolena! Here are the requested elements:

First Bet Refunded Terms and Conditions:

"Sports Welcome Bonus - Your first bet refunded if lost [CODE: FBR2023]

Dive into the world of 🏅 sports betting with confidence, thanks to our "Bet refunded if lost" bonus! Here are the details:

Enter your bonus code.

Make a minimum deposit of 10 CAD. Deposits below this amount will not be eligible for a refund.

Your first bet made immediately after your deposit will be refunded if lost, up to 300 CAD, with no conditions. Ensure you place your bet in the currency you chose when opening your player account.

Time-sensitive offer: You have only 24 hours from the moment you activate your cashback offer to place your first bet. It’s a race against time, so be prepared!

One-time use: This "Bet refunded if lost" offer can be used once per account and account holder. However, you can combine this promotion with any other current offers available on cbet.gg.

Refund applies exclusively to your first losing bet: The outcome of your first bet, whether winning or losing, will not affect the conditions of this offer. Only the first bet that results in a loss after activating this offer will be considered for the refund.

Offer expiration: If no bets are placed within 24 hours after activating the offer, it will expire.

Sportsbook only: Your "Bet refunded if lost" offer is valid only in the 🏆 Sportsbook section on cbet.gg.

Right to change: cbet.gg reserves the right to change these bonus rules at its discretion at any time."

Specific Amount to Wager:

Before depositing any money and placing a wager, I contacted support a day earlier to get more details about the "FBR" Welcome Bonus. The agent informed me that to withdraw the money once the bet is refunded, I would need to wager it first. So, I was aware of this requirement.

Yesterday (2024-06-21), I deposited $300, placed a bet, lost it, and got refunded as promised. I then bet the refunded amount on a safe bet, as the agent had advised the day before.

I won my bet, turning my $300 into $351. However, when I tried to withdraw it, I received a message saying, "You need to play 352 CAD more to be able to withdraw."

Safe Bet That Won:

I placed my refunded $300 on a soccer/football game that had just started:

Goal over 0.5 ID: 162045458795998299

Match: Guairena vs Deportivo Santaní

MORE SCREENSHOTS AND PROOFS:

This screenshot was taken before I submitted my complaint. The reason for my complaint is that the support agent advised me to bet on a high-risk game (an all-or-nothing game) to remove the turnover requirement. So, I placed the $351 on a live casino roulette game. Although I won, the turnover requirement is still there.

UPDATE

I placed a bet with $702 and won, which allowed me to get rid of this turnover.

BUT THE NEW PROBLEM IS:

I can't withdraw my winnings, and they won't give me any reasons.

I contacted the live chat, but they just tell me that I will receive an email from the department. 

However, I've seen many people with the same issue end up getting their accounts banned or closed for no reason and having their money stolen by Cbet. I do not want that to happen to me.

PS: To summarize,

I deposited $300, lost it, got a refund, bet again, won and gained $351. I couldn't withdraw the $351 due to turnover requirements. I then bet that $351 on live roulette, won and got $702. However, I still can't withdraw this amount. I then bet the $702, won, cleared the turnover requirement, but still can't withdraw, and I don't know why.

Hi theagener7,

Thank you for the update. If you've finished the wagering requirements, the only other reason I can think of for not being able to withdraw your winnings is that your KYC might still be incomplete. Is that correct?

Looking forward to hearing from you.

The issue as been dealt with, i’am now able to withdraw! Thank you for your concern!

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, theagener7, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru