Cyber.bet Casino - Player's account has been closed and winnings confiscated

I've been waiting since the 21st of March and they still haven't paid me, I already have a verified account and it's not my first withdrawal.

Dear nyquemarques,

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. When did you make your last successful withdrawal and how many days did it take to be processed? Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?

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

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,

Kristina

They canceled my account at that point, without any explanation. I'm angry. Because I waited several days. Lots of dishonest. I have this account since last year. Revolting to go through this.

Thank you for your reply, nyquemarques. Do I understand correctly that the casino blocked your account without paying the remaining balance (5,000 R$)? Have you accumulated your winnings with or without an active bonus?

Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Yes, I won with active bonuses and I had already contacted them, they said that they were having payment problems in my country and that they would pay until the end of April, when the 12th arrived without explanation, they blocked my account and so far no I got more contacts with them, I already sent several emails and I can't talk in the chat tb. Nobody answers emails. In fact, they had more than 5,000, I don't remember the exact amount, it was 6,138, but the casino only pays 5,000 per month.

Waiting for your help, because they don't get in touch

Thank you very much, nyquemarques, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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, nyquemarques,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Cyber.bet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Cyber.bet Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? Why has the account been closed and the winnings confiscated? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear all.

Thank you for bringing your concern to our attention. We understand your frustration, but please note that as a company, we are bound by strict privacy policies and cannot disclose any personal information about our clients on public forums.

We would like to clarify that our support team has already informed you of the reason for the closure of your account, and all the breached terms have been listed. As per our Terms and Conditions, Cyber.bet reserves the right to terminate the use of the service and close the client's account without prior notice if there is a reasonable suspicion of a breach or involvement in fraudulent or illegal activities, including money laundering.

Please note that we take these matters very seriously to ensure the safety and security of all our clients and the integrity of our platform. If you have any further questions or concerns, please feel free to contact us through our official support channels.

Thank you for your understanding.

Best regards

They are accusing me of fraud and money laundering, I was more than 1 year

Playing with you, with my documentation checked. I got paid twice. After 1 year I became a fraud. My deposits at most 200 reais. They are lying. absurd that

I work. I have a job. They don't want to pay.

I contacted support several times they said they were going to pay and they were having payment problems. Now you say I became a fraud. I have documents. I have a family. I want my money.

The dates of deposits the amounts. Absurd what they do. They don't pay and they say you are a fraud

This is proof that they always had problems with payments

Nothing they provided proceeds, I don't have more than one registered account they will have to prove it because that is slander and I don't even do money laundering because my deposits are registered with the bank.

Every time they don't want to pay they will use this. I'm asking you guys for help. Apparently I'm not the only victim.

They are accusing me of money laundering. Here is my income tax receipt

Greetings all,

Thank you both for your replies and emails, and I am sorry for the delay.

Dear Cyber.bet Casino Team,

I am afraid my questions have not been answered at all. Therefore, I would like to repeat them once again.

"Could you please provide us with an explanation of the player's situation in more detail? Why has the account been closed and the winnings confiscated? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru)."

Please note if the casino is not able and willing to cooperate with us, we will be forced to close the complaint as 'unresolved'.

Thank you for understanding. Looking forward to hearing from you.

Hello, Branislav.

Upon investigation of client's activity the account was blocked due to the breach of following points of Terms & Conditions (the client has been already informed about reasons of account being blocked):

4.2. Only one account per Client is allowed. If the Client registers several (multiple) accounts in violation of this provision, Cyber.bet reserves the right to leave the initial Client’s account and close all the subsequent accounts of the Client, or subsequent accounts that are suspected of belonging to the same Client and were registered after the registration of initial account of the Client. Any bets placed on such subsequent account(s), belonging to the same Client or subsequent account that is suspected to belong to the same Client will be invalidated, the profits will not be paid to the Client, the funds, deposited on the subsequent accounts will be returned to the Client.

4.3 By opening an account on the Website, the Client accepts the Terms. By way of using the products and services, provided by Cyber.bet, the Client consents to the transfer of funds from his/her account. When the Client chooses to use specific products and services, provided by the Website, he/she accepts specific rules corresponding to the related bets or gaming product.

10.4. Cyber.bet reserves the right to suspend and/or cancel the Client’s participation in a promotion/bonus/offer in a situation when he/she does not meet the requirements set for respective promotion/bonus/offer.

Cyber.bet reserves the right to deem bets, made with funds, accredited to the Client’s account about a Welcome bonus or Promotional offer null and void in a situation where there is a reasonable suspicion to believe that the Client does not meet the requirements set for respective promotion/bonus/offer. In such case, all profits from the bets made with the funds accredited to the Client’s account about a Welcome bonus or Promotional offer will be annulled.

17.2. 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 reasonable 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.

Please note that according to the Privacy policy we are not able to share confidential information with third parties.

They use it with everyone. To not pay. They will continue to claim victims. As long as you deposit and lose you are not a fraud for them. When u win. You see one. Until when will they stay like this. There is no law for this casino. They will keep accusing without proof. Just so they don't pay.

Dear nyquemarques,

Since the casino refused to provide evidence to support its claims, I am afraid there is not much that can be done to make some progress here. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to reconsider, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It is not the best licensing authority out there but it has more options and tools to help players. Let me know how they responded (branislav.b@casino.guru). I wish I could be of more help.

Best regards

Branislav