HomeComplaintsCBet Casino - Player struggles with escalating withdrawal requirements at CBet.

CBet Casino - Player struggles with escalating withdrawal requirements at CBet.

Black points: 182

Amount: $307,463 ARS

CBet Casino
Safety Index:Very low
Submitted: 14 Oct 2023 | Unresolved : 02 Nov 2023
Unresolved Our verdict

No reaction policy, passive regulator

UNRESOLVED

Case summary

1 year ago

The player from Argentina was struggling with increasing withdrawal requirements at CBet. Despite having turned an 8000 ARS deposit into 48000 ARS, the amount needed for withdrawal had increased due to the casino's turnover rules. The player found communication and assistance from the casino's support to be lacking. Despite our team's efforts to contact the casino and mediate the issue, the casino did not respond. Therefore, we marked the complaint as 'unresolved', which could have negatively affected the casino's rating. We advised the player to file a complaint with the gaming authority that regulates the casino - Gaming Curacao.

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1 year ago
Translation

Hello, I'm having issues with the turnover at CBet. I initially made a deposit of 8000 ARS for entertainment and usually play on roulette. When I was able to turn those 8000 ARS into 24000 ARS, I tried to withdraw it to see how the system works. I noticed that I was still short of about 17000 ARS to make the withdrawal. I continued playing roulette, and my total went from 24000 ARS to 48000 ARS after going all-in. The amount needed for withdrawal increased from 17000 ARS to approximately 54000 ARS. I contacted support to ask why the amount had increased and they told me it was due to their turnover rules. After reading the rules, they indicated that the amount would decrease if I played X number of times, regardless of the risk.

I then decided to risk it all to lower the total (bad luck if I lost) and the turnover increased more than double what I won (around 200000 ARS).

I have attached screenshots showing the turnover increasing.

I also include a video of my 150k ARS all-in, where the turnover was at 273k ARS, and after winning, went up to 723k ARS.

I have been in contact with support and after some effort, I was able to get a ticket issued. They say I will get a response within 72 business hours. However, I never received any email confirming the creation of the ticket. Moreover, I can't access the technical support chat, which is supposedly available 24/7.

I would also like to mention that my initial deposit was 8000 ARS without the use of any bonus. Therefore, I don't understand why the turnover keeps increasing when I use roulette.

I'm attaching a screenshot of the only deposit I made.

Lastly, I would attach the conversation I had with technical support but I can't access it as it's disabled in my case.

I hope this complaint can at least resolve my problem or helped others be aware of CBet's unfair practices. Many others have fallen into this "scam" of turnover requirements.

I'm including a screenshot of some individuals complaining on the CBet chat about not being able to withdraw their funds due to the same issue.

Looking forward to your response,

Automatic translation:
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1 year ago

Dear Natsuori,

I’m sorry to hear about your problem. Regrettably, we've encountered numerous comparable complaints over the past few days. We remain optimistic that the casino will promptly attend to this matter, though, at present, it appears they have chosen to adopt a No Reaction Policy.

  • Unfortunately, the videos can't be uploaded directly in the complaint thread, kindly send me the video to my email at tomas@casino.guru
  • Could you please clarify how much money you wagered so far?
  • Have you tried wagering your funds in games other than roulette on the website? With what result?

Thank you very much in advance for your reply.

Best regards,

Tomas

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1 year ago
Translation

-E-mail sent.

-The amount of money bet so far exceeds 300,000 ARS (including slots and roulette), being 38 times more than the initial deposit, the problem is that the bot considers roulette a scam and that is why the turnover increases. In addition, there is a rule that asks me that if it is playing roulette I have to bet 3 times more than what I deposited (that is, from 8000ARS to 24000 ARS) but I already bet 38 times what I deposited (as mentioned above) I attach an image of the rule.

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-I have played in the slots, with that I started playing on the page and in total until now I have made a total of more than 150,000 ARS or even more in profit from slots. In slots the turnover amounts go down but it does not seem fair to me that it has I have to spend almost all my winnings on slots (games that do not interest me) to lower the turnover of 751000 ARS that I have when the initial balance is 8000 ARS, in any live betting service the turnover only goes down if I lose but if I win it increases more than 5 times the profit, it's crazy (not only roulette, but any of the services, including plinko). Attached is a screenshot of my winnings playing slots (you can see how I already won several times the amount needed to withdraw)

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Clarification: my current balance of 0.03 ARS is because I converted my ARS to USDT

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Edited
Automatic translation:
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1 year ago

Thank you very much, Natsuori, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of CBet Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

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1 year ago

Dear Natsuori,


I am so sorry to hear about your problem. 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 wagering requirements are going up instead of going down?


Thank you in advance for providing the information.


Kind regards,

Stefan

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1 year ago

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.

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1 year ago

Dear Natsuori,


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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