Cyber.bet Casino - Player has never received their winnings.

It had a little relationship with the Cyber.bet site. I deposited a few times with bonuses that they always sent me. My account has been verified. Overall, I had never won there. At the beginning of April, I received a bonus for a deposit of 1500 BRL. I did and for the first time, at the end of the rollover I had a balance higher than my deposit. When requesting a withdrawal, he asked me to send a selfie with my document and the website screen. I did and sent. After a few days, they informed me by email that they blocked my account, that in 10 days I would receive the amount of my balance. They informed that the reason would be the suspicion that I would be involved in fraudulent and illegal activities of money laundering. Obviously, I'm not a thief and I don't have money to launder. I'm a worker, I pay my taxes, I don't have and I've never had any problems with the law or police authority. I have a fixed address, I have been employed by the same company for 17 years. Don't move massive amounts of money. I could prove to the site who I am and my clean slate. But it was clear that the site just wanted to keep my money the first time I won. The other few times I deposited there and lost, I was no problem for the site. Well then, it became even clearer that the site's attitude was just to keep my money, when they didn't fulfill what they themselves said in the email they would do. They didn't refund my money even after 10 days and they don't answer my emails. Clearly the site is acting in bad faith.

Dear leandroacf,

Thank you very much for submitting your complaint and for forwarding the relevant screenshot. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please advise if your account was successfully verified in the past?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I made a deposit of 1500 BRL in the amount of the bonus that the site sent me. With minimum odds and a 10x rollover. Laundering money with 10x rollover?? A deposit?? With minimum odds?? What accusation is this?

Clearly the site just wants to steal my money.

Could you please advise if your account was successfully verified in the past? Have you received a confirmation email about successful verification?

Yes. I received the verified account email dm 18/Jan.

Thank you very much, leandroacf, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello leandroacf,

I will take care of your complaint from now on. I'd like to invite representatives of Cyber.bet Casino into this discussion in order to provide us with an explanation of the situation.

Cyber.bet Casino, could you explain based on what information you came to the conclusion the rules were breached? Please provide us with evidence of your claims to my email address at tomas@casino.guru

Hello dear all.

Based on the verification result, a decision was made to block your account. The rest of the deposit will be returned within 10 days with a deduction of a commission of 15% for all operations.

According to paragraph 17.2. of the current T&C Cyber.bet reserves the right to immediately terminate the User’s/Client’s use of the Service and close the Client’s account without prior notice if there is a suspicion to believe that:

  the User/Client has breached these Terms;

  the Client is involved or has been involved in fraudulent or illegal activities, including money laundering.

In the event of the application of the consequences provided in this article, Cyber.bet reserves the right to rescind an obligation to refund any amount of funds, deposited on account of the Client, exceeding the number of funds, initially deposited by the respective Client on his/her account.

We will process a refund as soon as possible to the user's bank account.

We apologize for the delay.

Hello,

Thanks for the reply, to the Cyber.bet casino

From the description you provided, it's not clear what the player supposedly breached. Provide us with a more substantial explanation and proof of why you suspect the player of fraud or illegal activities.

Please sent the evidence of your claims to my email address at tomas@casino.guru

There is no opportunity to provide you, as a third party, with sensitive information.

Can you provide it to me then? Why does accepting a bonus you sent me, playing with rollover and high minimum odds, on a deposit limited to the bonus, complying with the site's rules, presenting any documentation you asked for, characterizes money laundering?

Hello leandroacf,

I’m afraid, there is not much that can be done if the casino doesn't provide any evidence. Has the casino at least processed a refund to your bank account?

They paid me R$870. My deposit was R$1500. My balance was over R$2000.

Thank you for the confirmation,

Sadly, since we have not received any relevant evidence from the casino regarding its decision, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way and could help to change its approach.

You have the option to contact the casino's gaming authority - Antillephone N.V. (Curacao), and submit a complaint to them via email at certria@gaminglicences.com

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.