Cyber.bet Casino - Player experiences a delayed payout from Cyber.bet.

CYBER.BET

I ve been waiting for a month already to get my withdrawal and they are ignoring it. From time to time they anawer to my emails (they have no live chat anymore) that they have the right to prolong the pending period. My account is fully verified (also they call me a vip), i dont use bonuses and there are 0 reasons not to receive my funds.

i had a balance of 7k euros. They did send me 3 times 1000€ (as max is 1000 per withdrawal) and then they just stopped. Im waiting my 4th part of withdrawal for more than a month already. They keep telling ne that i should be patient and that they have the right to prolong the pending time…

Also, they removed sportbetting. Not sure what that means but maybe they decided to close the company and not to pay its players. Their Curacao license is technucally allowing them to do that.

Dear cetirilopte,

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

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

• Have you accumulated your winnings with or without an active bonus?
• When was the last time you were in contact with casino support and what did you discuss?
• If you have any correspondence between you and the casino saved, please forward it 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

Q:Have you accumulated your winnings with or without an active bonus?

A: no bonuses was used. I deposited 900e and won in total 7832e. I managed to withdraw 962e+ 1000e + 1000e +1000e which is in total 3962e. I have 1000e on pending since 18th of December and since then they kepp telling me to wait.

Q:When was the last time you were in contact with casino support and what did you discuss?

A: Yesterday. They answered to my email apologizing and telling me to wait until the end of this week as I mighr be paid. But thats what they are telling me since i requested 1000e withdrawal (btw, 1000e is the max WD amount per transaction)

Q:If you have any correspondence between you and the casino saved, please forward it to my email at tomas@casino.guru

A: I have. I sent you our last correspondence from yesterday.

Thanks a lot Tomas

Thank you very much, cetirilopte, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.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, cetirilopte!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

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.

Pavel hello,

Here is the reply I got from Cyber to one of my emails. As usual, their answer sounds "legit and honest" but i have 0 trust as they are telling me this since more than a month ago

Santiago Perez (Cyber.Bet) 

Jan 16, 2024, 23:18 GMT+2 

Hello S***!

I completely understand your frustration about your withdrawal.

Rest assured that we do not have the possibility of "stealing" your money. We are just experiencing difficulties in completing your payment.

Therefore, we ask that you just have a little more patience and wait for your withdrawal to complete. Our experts are doing everything possible to resolve this situation as soon as possible.

Hello Pavel,

I have just received the 1st part of my balance (1000eur). I requested the 2nd part now but this time the max withdraw amount is 500eur(instead odlf usual 1000eur)

i would keep the complaint opened because the aghony lasts for too long but now the total amount in question is 2870EUR.

Hello, cetirilopte!

Good, I will keep the complaint open until you receive the rest of your funds!

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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. In the meantime, I recommend you contact the Curacao Antillephone Gaming Authority (info@gaminglicences.com, certria@gaminglicences.com, alternatively complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel K