Cybet Casino - Player’s account should have been closed.

Hello,

On November 17, 2025, I informed Cybet.com via email ([email protected]) that my account should be blocked due to my gambling addiction. They did not respond to the email, and I incurred additional losses on the account between November 23–24, 2025. I have sent another email requesting that they block the account. They are not responding to emails.

According to their licensing page, this is the email address they use.

I am requesting a refund of all deposits made after November 17, 2025, as I notified them of my gambling addiction and specifically asked for the account to be blocked.

They don’t respond to emails, and I expect from a licensed casino to immediately block my account when I inform about addiction.

Total loss is 8.31 solana

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Dear Hubabuba,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Cybet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you tried contacting live chat after you learned your self-exclusion request wasn't granted?
• Could you please advise when was the last time the casino allowed you to deposit?
• Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots. Kindly include your self exclusion requests as well.

Kindly notify me here in the thread once the email has been sent.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Katarina

Hi

They have no information about how to report gambling addiction or limitations. In their t&c it says that if you need to contact use their email [email protected] as I did.

https://cybet.com/policy?id=3yRC8EHnGsgtr5b0

last time the casino accepted deposits was yesterday.

it is several days since I informed about my addiction, and I expect that I Licensed casino block the account when I ask for it by mail. Most of the casinos don’t block account using chat, that is why I sent this by mail.

I have uploaded screenshots of my emails to the casino when I submitted this complaint.

Any update?

Dear Hubabuba

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Dear Hubabuba,

I am sorry to hear about your problem with Cybet Casino.

I will now try to contact a Cybet Casino representative. Hopefully, they will join this conversation and participate in resolving your complaint.

If a Cybet Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

Hi,

Thank you for sharing your feedback. We are sorry for the negative experience you had with Cybet.

We did receive your message, but your request for self-exclusion was sent as a reply to one of our marketing emails, and the subject line didn’t indicate anything related to self-exclusion. Because replies to marketing emails are filtered differently from support requests, the system did not detect it as a self-exclusion request, and it wasn’t routed to the correct team.

For self-exclusion to be activated immediately, the request must be sent through our official support channel or with a clear subject line such as "Self-Exclusion Request." This ensures it is prioritized and processed without delay.

Regarding your request for a refund of the deposits made after that email, we’re unable to issue refunds for activity that occurred before a valid self-exclusion request was properly received and processed. Since the system did not register your message as a self-exclusion request at that time, gameplay and deposits made afterward are considered valid.

Kind regards,

Team Cybet

Hi

the email was not sent to you marketing department, but to [email protected]. Your official email….

Other casinos have information in their front screen how to report about addiction. I don’t find any information in your casino of how to report about addiction. I did send an email to your customer service, email stated in your terms, [email protected]

the logic would be that your customer service receive the email, not the marketing department. If it was sent to the marketing department by your customer service, then they would not have read the email where I stated pretty clear that I want my account blocked due to addiction.

Dear Hubabuba,

These two messages shown in the screenshots — the ones you sent to the casino — were they sent as a separate email, or were they replies to the Welcome Bonus email?

Aside from those two messages, did you contact the casino again later and try to self-exclude? For example, by email or live chat?

Lastly, is your account currently blocked?

Thank you in advance.

Hi

This was a response to a email for marketing, but I responded to their support email, [email protected]. I expected that the email would be received to their customer support. They had several days to block the account, but they did not. Even if the mail was transferred internally in Cybet, they should have responded within the timeframe.

I don’t understand how this email went to markering department, when I sent it to their official customer service stating clearly in the message about my addiction.

I did not contact them by other channels, as in terms and con it is stated that questions should be sent by mail.

From previous casinos, no casinos block account per chat. You have to send an email, which I did.

Should I bear the responsibility of cyber not reading the email and sending it to wrong department?

Hi,

We appreciate your response. Even though you sent your message to the correct support email address, it was sent as a reply to a previous marketing email you received. When this happens, our system partially relies on the subject line and the original email thread to determine where the message should be routed.

Because the subject line of your reply did not indicate anything related to self-exclusion, and the email was still tied to a marketing thread, the system automatically categorized it under a different queue. As a result, it did not reach the responsible support team and wasn’t flagged as a self-exclusion request at that time. No support agent ignored or redirected your message , it simply didn’t get routed to the correct department due to how the automated filters work.

@cybet

how can I as a customer know that you have a system that depends on the subject line. I expect that the email was sent to customer service, and that the customer service read the email, not only the subject line.

You have no information in your T&C that the subject must be correct. You have no information about how to report about addiction at all, as other casinos have…

It is also a bit alarming that you do not have routines for handling responses to marketing that is aggressive toward customers.

I would assume that I am not the first person to receive such an email and report gambling addiction.

The fact that the email did not reach the correct department is an internal issue on your side, not mine. I have done my part by notifying you about my gambling addiction.

Dear Hubabuba,

Could you please forward me the email conversation with the casino from your screenshots in the first message?

You can send it to me by email at [email protected] .

Hi

sent by mail now 🙂

Dear Hubabuba

Sorry for the misunderstanding, but I meant the whole email, not just the screenshot.

It would be best if you could forward it to me using the "forward" function.

Hi, forwarded the message 🙂

Dear Hubabuba,

Thank you very much for your email.

Dear Cybet Casino,

According to the player's previous message, he didn't receive any response whatsoever from your support.

Even though his email was a reply to your marketing offer, he used the correct email address.

Additionally, I have checked your responsible gaming rules and T&C, but there is no mention that players must include a self-exclusion request in the subject line.

Could you please comment on that?

Hi Igor,

We have responded to the user and already fully locked his account. 

Although the request was sent to our official support email, it was submitted as a reply to a previous marketing email thread and was therefore routed to a different queue by our automated system, delaying its identification.

To clarify, while our Terms of Service do not require "Self-Exclusion" to be included in the subject line, this is communicated by our email and live support teams to help ensure such requests are prioritized correctly by our system.

Hi

You have confirmed that your Terms of Service do not require any specific subject line for self-exclusion requests. Therefore, the responsibility for processing such requests promptly should not depend on an internal rule that is not formally documented.

While I understand that automated systems help manage queues, it is ultimately the company’s responsibility to ensure that critical requests—such as self-exclusion—are identified and prioritized regardless of the email thread or subject line. Me as a customer should not bear the consequences of internal routing issues.

My request was sent to your official support email address, as instructed. This fulfills my obligation as a customer. How emails are processed internally is beyond my control and should not delay the execution of an important action like account locking.

If specific wording in the subject line is essential for prioritization, this must be clearly stated in your official guidelines or Terms of Service—not only communicated informally by support teams. Without such documentation, customers cannot reasonably be expected to comply.

I find it quite shocking that a company operating in the gambling industry does not provide clear and accessible information on its website about what a player should do if they are experiencing gambling addiction or wish to self-exclude. This is not only surprising—it raises serious concerns about your commitment to responsible gambling practices.

As a licensed operator, it is expected that you prioritize player protection and make self-exclusion procedures and support resources highly visible and easy to access. The absence of such information on your official channels is unacceptable and contradicts widely recognized standards for responsible gaming.

Dear Hubabuba,

After a deeper review of your case, I unfortunately have no other option than to close this complaint as rejected.

In cases of self-exclusion, the player must put in sufficient effort when requesting it, and this condition was not fulfilled.

You had the option to either write a completely new and separate email to the casino, rather than responding to a previous marketing email, even though it was sent to the correct address.

Or to request and set self-exclusion directly in your account.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Igor