CKBet Casino - Player accused of cheating and denied bonus.

I received a call on August 25th from the ckbet platform, stating that my account had been drawn in their Billionaire Jackpot promotion. It's a mysterious bonus that they randomly give out, and they said that after 5:00 PM on Saturday, August 26th, I could log into my account and it would be deposited there, in my member account. They did not deposit the bonus, claiming that I have 2 IP addresses registered on the platform, which I do not, and they accused me of cheating the platform. I have been playing on this platform for 3 months and was very disappointed. I have kept records of everything including the number that called me and screenshots of the conversations with support. I just want to claim my bonus. Can you help????? Thank you.

Dear AdrianaStucchi2407,

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Could you please advise if you have passed the KYC verification?

Please submit any relevant screenshots here or if you are not able to, please send the information to my email at tomas@casino.guru

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,

Tomas

I have proof that I'm not cheating...they don't want to pass on the bonus...so much so that in their promotion, they don't say anything that if you have 2 IP, you are banned from receiving the bonus....I always had good earnings on this platform and I always withdraw normally...if I had 2 accounts, would I be able to enter the normal platform??????

where are you explaining this..

They don't explain, that if the player has 2 IP he is banned... I always played, and I looted normally

look how they treated me in their support...

my account is normal...

Dear AdrianaStucchi2407,

Other than refusing to award you with a bonus, have there been any other consequences for you regarding your account or your casino balance, please?

Have you completed the account verification in the casino in the past?

Hello Tomás... no, I never had any other problem, besides refusing to pay me the bonus... I always withdrew normally... they only told support that I was prohibited from receiving bonuses, but monthly and weekly bonuses are dropping normally ...and I don't know what this KYC verification is...WHAT WOULD THAT BE????

look at the normal bonus...

It's strange that they don't want to pay me the billion-dollar Jackpot, but they pay me normal low-value bonuses???? I can't understand

Tomás, I have some hope of the Casino depositing my bonus???? I really hope for your help...

Thanks for your responses.

To answer your question, KYC verification is a procedure, usually done before the player is allowed to withdraw, in which the casino verifies the player's identity.

It's to ensure the correct person receives funds won in the casino.

Please understand that we are unable to compel casinos to provide you with bonuses. It is important to note that casinos are not obligated to offer any benefits to their players and may exclude individuals from their promotional offers without prior notification. We do not intervene in these matters and allow casinos to make their own decisions regarding who receives loyalty rewards and who does not.

I apologize for not being able to offer you more help.

Please let me know if there is any other information I overlooked or if there is any other issue we might assist you with, otherwise, we'll close the complaint.

Dear AdrianaStucchi2407,

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.

Hello Tomás...thank you very much, but I've already seen that I won't be able to receive this bonus...and I'm going to move away from this platform and I won't play anymore...thank you very much for the attention you gave...

Thank you for your reply, AdrianaStucchi2407

We'll close the complaint as per your request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with any online casino. We are here to help.