The player from Argentina had submitted a withdrawal request less than two weeks prior to contacting us. Winnings had not been obtained up to that day. The player initially had an issue with a delayed withdrawal, but it was resolved without explanation. A new problem had arisen when the player deposited 280 USD and used a bonus, which he lost immediately. Despite this, the casino's system had required him to bet 1400 USD, an amount significantly higher than his deposit, before he could withdraw his remaining balance of 240 USD. The player had contacted the casino's support team, but received no satisfying solution. The Complaints Team had suggested that the player's issue might have been related to the wagering requirements of the activated bonus. However, the casino did not respond to the team's inquiries, and the complaint was closed as unresolved. The player had been advised to contact the Curaçao Gaming Authority for further assistance.
CBet Casino - Withdrawal of player's winnings has been delayed.
Black points: 125
Amount: 511 ₮
CBet Casino
Safety Index:Very lowNo reaction policy, passive regulator
UNRESOLVED
Case summary
Hello, on Friday, September 22, 2023, I made a deposit of 100 USDT to my cbet account.
I won 511 USDT and wanted to withdraw them the next day (September 23, 2023), but it was requiring me to put in an additional 40 USDT to do so, which I did and withdrew.
Two days later, my withdrawal was cancelled with the following error code: c1c0b54efa7563bb784c618f877eca12.
I was told to contact support, which I did, but they kept telling me that the manager or superior would later contact me through Gmail to solve it, but up to this day, I have not been contacted. I am reaching out to the support daily, but they keep telling me they are "urgently reviewing the case".
Besides, if I now want to withdraw, it tells me that I have to place bets worth 240 USDT to do it, which I find unfair and nonsensical since I had already placed the necessary bets to withdraw previously.
It seems like the casino is doing this on purpose, as they leave my balance available for me to potentially place bets and lose everything, which I find shameful and very unprofessional from their side, especially since there are many streamers sponsored by cbet.
I hope that you can help me solve this problem quickly, please, because you can't just withhold my money like this.
Dear nicob7,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Hello, that problem was solved, I don't know how, but from one day to the next it let me withdraw.
What happens now is that I deposit 280 USD and at the same time use the bonus, I spend it immediately. The problem is that I was able to reach 240 USD and I want to withdraw it, but again it tells me that I must bet 1400 USD, which seems absurd to me, because it has no consistency with me betting that amount if I deposited almost 7 times less than the amount. . Also, every time I play, instead of going down the turnover goes up, which clearly seems like an error on the page.
I contacted the chat support again and they told me that I had to bet what the turnover told me, so they would basically be forcing me to lose all my money, since I would have to bet my entire current balance 7 times. I discussed it for a while and they told me that they were going to contact me via gmail, as they said last time, that they communicated without giving me any solution, the tunrover just magically disappeared and I was able to pick it up.
What I feel is that they leave the balance at my disposal on purpose, so that it encourages me to play and lose all my money as a result. It seems like a very unserious casino to me and they seem to be scammers with these attitudes and measures to take.
I hope you can help me solve this problem, thank you
Thank you for your reply, nicob7. Do I understand correctly that on both occasions you were eventually able to withdraw your winnings? How much money do you currently have in your casino account? 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.
No, I was only able to withdraw the first time. Now I can't, I have 345 USDT, and I checked my betting history and bet almost 400 USDT
That is the most relevant thing I found in the chat, they clearly tell me that it is MANDATORY that I bet the amount indicated, which corresponds to 1500 USDT, it is totally ridiculous
I checked the casino's General T&Cs and I found this:
"4.2 ...As a progressive mean to control money laundering and terrorism financing we have also implemented a wager x1 on all deposits before they can be subject to a withdrawal request on your part."
You mentioned previously that you played with a bonus. Could you please clarify which bonus you activated? Is there any chance that you need to complete the wagering requirements for this bonus? Please, post a screenshot of your bonus history here. Thank you.
Activate the welcome bonus. I do not need to meet any wagering requirements because the balance I want to withdraw is not from the bonus, it is my own balance. I activated the bonus because it was offered to me when I deposited and I wanted to try it, but I lost it instantly. I leave screenshots of the bonus history and the betting history before and after the bonus. You can see that at one point the "lost bonus" appears, so from that moment on the withdrawal and turnover requirements would have to be removed. Regarding the terms and conditions that you clarify, I bet more than my deposited balance, so I should not have a problem withdrawing my balance
Thank you very much, nicob7, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hello nicob7,
I'm Michal, and I have taken over your complaint. I will contact the casino to see if I can help.
Just to let you know, CBet Casino was not really very cooperative in resolving complaints with us and has recently begun to ignore us in our attempts to mediate any kind of issue. However, I will do my best to try to help you.
We would like to invite CBet Casino to join the conversation.
Dear CBet Casino,
Can you please provide information on why the player's withdrawal has not been processed yet?
I JUST PLAYED MY ENTIRE BALANCE ON ONE COLOR ON ROULETTE, I WON AND IT HAS NOW ASKED ME TO BET MORE MONEY TO BE ABLE TO WITHDRAW, CBET ARE SCAMMERS, SOLVE MY PROBLEM BECAUSE OTHERWISE I'M GOING TO SUE YOU
Dear nicob7,
I fully understand your concerns. I can't rule out that CBet Casino will not respond at all, but as per our standard process, we need to give 14 days to the casino to respond to your complaint.
You can in the meantime submit a complaint to the Curaçao Gaming Authority (info@gaming-curacao.com). The Gaming Authority might have more options and tools to help players, but please be aware that this Gaming Authority is rather passive and takes its time in responding, it is nothing unusual that you could wait weeks or even months for a reply. Please let me know how they responded (michal.k@casino.guru)
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.
It's a shame about this casino, 4 weeks ago I wanted to withdraw my money and I can't. I am contacting support every day and they are not giving me a response. They make it clear that they are a fraudulent casino, we must sue them
They responded to me a while ago by email with the same answer as always:
Hello,
I hope that you are well.
I'm Lazar, head of the security department.
I am contacting you regarding the message you received when trying to collect
As we have already explained to you several times by email:
You must play with minimal risk to meet the turnover requirement. If you win money on a bet that our system detects as suspicious, the amount won will be added to your balance, but this amount will also have to be reinvested.
Therefore, if you play with almost no risk, the turnover will continue to increase. If you play normally, your winnings will be paid instantly and automatically by our system.
Controlling business turnover in casinos is essential to identify and prevent risky activities. Although this amount may seem high, it is calculated in real time based on your game.
Therefore, if you want to make a withdrawal, you should play this amount, but above all play normally like a normal player.
We can't do anything, but surely you can.
The reputation of our system and the protection of our players' funds come first.
I wish you the best of luck.
Sincerely
Lazar | Security Department Manager | CBET
It's a shame, I always played blackjack, which is risky when playing, they want to rob me in the face
Dear nicob7,
Although the casino team is not responding to us, the email you have received from them makes sense. It is a standard requirement that every bonus, or even real money, has some turnover requirement. Cbet Casino has this mentioned in its T&Cs.
4.3 .... 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.
No-risk bets or opposite bets usually don't contribute to the wagering requirement at all, so the casino team is right in its email to you.
Anyway, it would be best if they could provide us with more details about your whole situation so that a suitable solution could be found.
Hello Michal, I know that the email they sent me makes sense, but it must be clarified that I have already done everything they said. I always bet blackjack, which is a risky game, and at one point I went all in on a flush on roulette, which also carries a huge risk. Every time I bet, the turnover never went down, it just kept going up.
So, I don't understand where they see "risk-free bets" in my betting history
Dear nicob7,
Unfortunately, we have come to a point where we are not able to move forward with this complaint. CBet Casino has 15+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us in resolving their customer complaints. 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.
If you have not done that yet, I would recommend submitting a complaint to the Curaçao Gaming Authority. 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 via email to info@gaming-curacao.com The Gaming Authority might have more options and tools to help players, but please be aware that this Gaming Authority is rather passive and takes its time in responding, it is nothing unusual that you could wait weeks or even months for a reply. Please let me know how they responded (michal.k@casino.guru)
I am sorry I could not be of more help on this occasion.
Best regards,
Michal
Casino.Guru
