The player from Brazil had made a withdrawal request on December 20th that was yet to be approved. His verified account had gone through another unexpected verification process and had subsequently been blocked without a provided reason. The player had clarified that he played sports betting games and had submitted all the required documents for verification. Despite this, the casino had delayed his withdrawal and blocked his account. We had reached out to the casino for further information but unfortunately, we had to reject the complaint due to our limited capacity to handle issues related to sports betting.
CitoBet Casino - Player's withdrawal request has been delayed and account blocked.
Amount: 4,900 R$
CitoBet Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Other
REJECTED
Case summary
10 months ago
Public
Public
10 months ago
Translation
Good afternoon,
I have a verified account, I made a withdrawal on December 20th, however they did not approve the withdrawal, they have been delaying it since the 20th, they subjected my account to another verification for no reason. They blocked my account and won't provide a reason.
I would appreciate any help, I have also filed a complaint with their licensing, but they have not responded so far.
Thank you
Automatic translation:
Public
Public
10 months ago
Dear luizabrao17,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with CitoBet Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please specify what types of games you played? Was it slots, live casino games, or did you participate in sports betting?
Could you please provide more details about the additional verification your account is now undergoing? Have you been asked to submit any additional verification documents? If so, have you sent them on time and in the correct format?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Public
Public
10 months ago
Translation
Good afternoon,
They were sports betting games. Esports more precisely. Yes, I uploaded my CPF, Driver's License, and proof of address. I sent everything within the correct deadline, and support confirmed that the verification had been carried out successfully. Since then, they have delayed payment of withdrawals and blocked my account. Just yesterday I went to support and they say it's still under verification, and the other department doesn't have any information yet. First they said they would have a response on January 2nd, and then on the 7th. Today is the 8th and I still haven't received any kind of response or email. I would appreciate it if you could help me, this type of treatment is unacceptable, I did nothing wrong. I just won sports bets. and I made close to 5000 reais. It is my right to withdraw these funds.
Thanks
Automatic translation:
Public
Public
10 months ago
Thank you for the update.
As you might know, our forum Casino.Guru deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time, I will be forced to reject your complaint.
Thank you very much for your understanding.
Best regards
Veronika
