CBet Casino - Player's withdrawal has not been processed.

I had 4000.06 in my cbet account I requested a withdrawal of 2000 the withdrawal failed and the amount was not refunded I have tried in every way to send my money back to the account so I can try to withdraw it again but they don't send it, I sent a message to support they just have to wait for an email from the department, this email arrived and said that there was never this amount and that I already made withdrawals, yes I did more, I also made several deposits and I was winning bets with that I did withdraw money, but the amount in question is this withdrawal was not returned I have a print of everything that I had and that failed, now I have the accounts overdue because I was putting faith that my money was going to go into my pix, I damaged my personal and moral life this is very frustrating I ask you to return mine money again so I can make the withdrawal and God willing this time it won't fail I'm desperate full of debt and waiting for my money it's already been 1 month of affliction of struggle they advised me to open r a bo (incident report) and file a lawsuit, I didn't want to have to get to this point of filing a lawsuit but I don't see any other solution because I really need my money and none of it in the account unfortunately I'll have to do that

Dear alenicesilva54,

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. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you tried contacting the casino regarding this issue?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

I already had successful withdrawals, but this one failed, I tried to contact the chat they tell me to wait for the email from the department I waited and nothing, it's been 1 month I just want my money because I need it

It's a disappointing wait I have debts that have already expired of R$1400.00 and I can't pay I don't know what else to do because I was confident that my withdrawal would be successful now I'm in debt and I don't have any way to pay help me

Thank you for your reply, alenicesilva54. Have you accumulated your winnings with or without an active bonus? Before proceeding with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello Kristina, my name is Alenice from the complaint I posted, the money was not a bonus, I had deposited money and started playing in the little casino there I had 4000.06 there I requested the withdrawal of 2000.00 it failed and it was 2000.06 but the amount did not return to my account

That's why my desperation help me please I need the money and nothing is in my account

Thank you very much alenicesilva54 for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello alenicesilva54

I'm Michal and I have taken over your complaint. I have reviewed your case and if I understand it correctly, you have submitted a withdrawal request of R$2000, but it failed, right? The R$2000 from the failed withdrawal was not credited back to your casino account, right? Have you received any explanation why the withdrawal request has failed from the casino?

Dear alenicesilva54,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

The 2000 that failed was credited last week, but the other 2000 didn't, there were 4000.06 there, 2000 failed was returned plus the remaining 2000.06 has not yet been returned

Only the one that failed was returned, but the other one was not, because all 4000.06 disappeared and only 2000 were returned

Thank you for the clarification alenicesilva54

I will contact the casino to shed more light on this matter.

We would like to invite CBet Casino to join the conversation.

Dear CBet Casino

Can you please provide more information on why the player's balance was not returned in full from the failed withdrawal as well as why the withdrawals failed?

They returned the 2000 to me, I was satisfied with the cbet, because they played their part, but the other 2000.06 did not return to the account because when it failed, the entire amount disappeared, then only 2000 came back and the rest did not, but I will be waiting for a response

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.

I will be waiting for my balance to be refunded as it was only half

Dear alenicesilva54

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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. In the meantime, I recommend you contact the Curacao Gaming Authority (info@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Please try again to see if they respond, I send a message to support, and they don't respond, they ignore me and I want the rest of my money

Dear alenicesilva54

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 were unsuccessful. There is not much that can be done now without the casino's cooperation. CBet Casino has several 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. We can only recommend you to take a moment and read a review of each casino before you start playing in the future and only play in licensed casinos with a good rating. The only thing that can be done is to contact the Curacao Gaming Authority (info@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.k@casino.guru)

We wish we could be of more help. 

Best Regards

Michal