Cyber.bet Casino - Player’s struggling to complete account verification.

Hello. At first I liked the casino, attractive games, bonus reloads every week, I got carried away and lost a total of approximately BRL 30,000 on several deposits.

When I finally managed to make an amount to withdraw (BRL 24,000) the problems started. With the account already verified, I requested the maximum withdrawal at a time of R$ 5,000. I received a new verification request, I sent it, it was declined, I sent it again, it was declined, and the last time I sent it perfectly, and no one answers me anymore. It's been more than a month since I've been trying to check to get it. I currently increased my earnings and the balance is BRL 68,000, and the account is still locked.

I find it extremely frustrating to win a game of chance, which is extremely difficult, and then have that kind of headache.

Everything I asked for was sent. Whatever you need to send, if it's within my reach, I'll send it. I just need you to resolve my situation, pay my earnings and stop this nonsense!

Dear marcaopele,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

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

Best regards,

Petronela

At first I sent the traditional documents that the house asks for (document and proof of address). In my withdrawal, an additional verification was requested (I was holding the newspaper of the day with the document), I already sent it 3 times, including the last one, there is no way to say that the photo does not match what was requested. The problem is the delay to verify.

Thank you very much, marcaopele, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Dear marcaopele,

I am so sorry to hear your account has not yet been verified. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a representative to join this conversation and participate in the resolution of this complaint.

Dear Cyber.bet Casino,

Could you please state why the player's withdrawal account has not yet been verified?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello there!

Marcos, your documents have been verified now, you can make a withdrawal request.

Don't hesitate to contact our support before creating a complaint, please.

Dear marcaopele,

Did you manage to request a withdrawal?

I am looking forward to your response.

Kind regards,

Stefan

Finally Cyber.bet verified the account. I managed to request the first withdrawal yesterday (it hasn't been paid yet, but it's already an important first step). I hope I don't have any more problems with the house from here on out.

Thanks to Cyber.bet bookmaker and Casino Guru for solving the problem! 👍

Dear marcaopele,

Please let me know once you receive the payment. Thank you very much in advance.

I am looking forward to your response.

Kind regards,

Stefan

Dear marcaopele,

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.

The house gives a deadline of 3 working days for withdrawals, on the 8th day I opened a complaint by email and they said it would be completed this week (between yesterday [26] and today [27]).

Yesterday I received the automatic email that the withdrawal was forwarding, the withdrawal amount even left the bookmaker's account, but today when I woke up I saw that the withdrawal was refunded and cancelled. That is, 10 days waiting for nothing.

I don't know what happened, but in anticipation of a quick resolution, I sent this email to Cyber.bet. I hope they have common sense and resolve quickly:

Email:

"Hello! I waited 10 days (more than the 3 business days promised) for the withdrawal of BRL 5,000, I even received an email yesterday that the money was being forwarded and today it was refunded. hahahaha

I don't know what happened, but I requested the same withdrawal now (id 567011), I would like to know if you guys can't speed it up this time. Having to wait another week is a joke, right...

Thanks for listening"

Hi, Marcos.

Your payment has been processed successfully today.

Updating: this time Cyber.bet was more than efficient and already solved it: I just received the first withdrawal of R$ 5,000.

Thank you all!

Dear marcaopele,

Please let me know once you receive the next payment.

Thank you very much in advance.

Kind regards,

Stefan

"Don't hesitate to contact our support before making a complaint, please." That was the phrase from cyberbet support here at Guru at the beginning of this complaint.

But then I try to talk to the support, the support is shallow and cold. 14 days after the request for the last withdrawal, I ask about the withdrawal, they say that they have no information or that they have nothing to do but wait. There is no concrete answer where they at least try to solve the problem.

Anyway, I'm still waiting...

Dear Cyber.bet Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello, all!

All payments from our clients are processed in the order of the line.

Your payment is on its way to being processed.

At the moment we still need time to complete your payment.

We highly appreciate your patience and understanding. 

There are terms of the service, regarding the case:

7.7. Deposit of funds to the Client’s account can take from 1 minute to 3 business days, depending on the payment system or financial institution, used by the Client. Cyber.bet reserves the right to change the limits and the term of withdrawal.

7.8. Cyber.bet does not charge additional fees for deposits and primary withdrawals from the Client’s account, however, the Client can be charged a service fee for repeated and following withdrawals. The Client should note that the payment provider may charge him/her a fee for the relevant service.

7.9. Cyber.bet reserves the right to charge a reasonable commission on any currency exchange, performed on the Site, provided that an adequate level of gambling has not occurred and the Client is considered to abuse the Service to make profits on fluctuations in the exchange rate.

7.10. The Client consents, upon a separate request from the Service, to provide Cyber.bet with additional details regarding the deposits made by the Client.

7.11. Cyber.bet uses all reasonable efforts to meet the Client’s request regarding payment method and payment currency of withdrawal.

Yet, Cyber.bet relieves itself from responsibility to guarantee that the funds, withdrawn by the Client from his/her account will be transferred to the Client by the same payment method and in the same currency as they were initially deposited to the Client’s account or as otherwise requested by the Client.

Cyber.bet reserves the right to proceed with a payment method different from the one requested by the Client (for example, through a different payment provider or bank transfer).

7.12. The standard period of withdrawal is two business days. Cyber.bet reserves the right to change the period of withdrawal.

Regarding your contact history with the support team, you have been informed about the terms of withdrawal processing time too.

Kind regards

Dear Cyber.bet casino,

You wrote about two weeks ago that the payment was processed. Now you are saying the payment is being processed. Could you please state when the player can expect the funds in his account?

I am looking forward to your response.

Kind regards,

Stefan

Stefan, it's about the next payment, the first one was received already by the user.

The current payment will be processed according to mentioned paragraphs of t&c.

I hope this makes things more clear for everyone.

Dear Cyber.bet casino,

Thank you for the provided information.

Dear marcaopele,

Could you please let me know once you receive the next payment?

Kind regards,

Stefan

Dear marcaopele,

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.

I'm still waiting for payment. Since the 27/01/23, in a little while it's been a month and nothing. Anyway, waiting...

Dear marcaopele,

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. Now it's been more than a month since the last withdrawal was requested, and I'm exhausted. I reached out several days a month, and here are some of the responses support gave:

15 Feb. 2023 16:08 GMT+2

Hey.

Delays caused by a payment provider. Unfortunately, there is a temporary issue with the method chosen in your region. The transaction will be processed by the end of this month.

26 Feb. 2023 18:36 GMT+2

Hello.

According to information from the payment provider, the transaction will be processed either tomorrow or Tuesday.

Here we are at the end of this month, here we are on Tuesday, and the stalling continues. I don't have the energy for this anymore.

1 month to carry out a transaction (or rather, not even carrying out the transaction yet): Is this fair? What kind of bookmaker are you? When I deposited around 30,000 BRL in all, the deposits were done successfully and extremely quickly. Now when it comes to cashing out, it's hell.

Help me Guru, it's not possible that these guys are going to be exempt from their responsibilities like this forever.

Dear Cyber.bet Casino,

I have reviewed your terms & conditions and haven't found any information regarding limiting the monthly withdrawal amount. We believe this is delaying the payment of winnings and leads to a bad experience for the player.

We kindly ask you to consider paying the player a higher amount than 5000BRL at once or shorten the time between sending the instalments. Otherwise, we will be forced to close the complaint as "unresolved" and set the monthly withdrawal limits accordingly, which can lead to a decrease in the casino's rating.

I hope we can come to a mutual agreement.

I am looking forward to your response.

Kind regards,

Stefan

Hi, Marcos.

Your payment has been processed successfully today.

Dear marcaopele,

Could you please confirm if you have received the next payment?

I am looking forward to your response.

Kind regards,

Stefan

Dear marcaopele,

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.

Yes I received. I'm waiting for the 3rd payment now. Thanks

Dear Cyber.bet Casino,

Could you please process the withdrawal request ASAP?

Thank you very much in advance.

Kind regards,

Stefan

Hello, all!

All payments from our clients are processed in the order of the line.

The current payment is on its way to being processed.

Apparently, the "temporary problem with the chosen method in my region" is not temporary, it is eternal. Or the bookmaker is using this as an alibi to pay from month to month. That way, I get everything until next year...

See, withdrawal requested on March 6th, I asked a week later if they would take time to process the payment again. This time they were very direct: next month kkkkkkkkk (laughing so as not to cry)

Michael (Cyber.Bet)

March 13th. 2023 14:17 GMT+2

Hey.

Delays caused by a payment provider. Unfortunately, there is a temporary issue with the method chosen in your region. The transaction will be processed in April.

Dear Cyber.bet Casino,

We kindly ask you to consider paying the player a higher amount than 5000BRL at once. It will take an extremely long time to pay the player in full.

I hope we can come to a mutual agreement.

Kind regards,

Stefan

The information regarding the terms of withdrawal request processing time and order was provided earlier.

We appreciate your patience.

Kind regards

Dear Cyber.bet Casino,

7.7. Deposit of funds to the Client’s account can take from 1 minute to 3 business days, dependant on the payment system or financial institution, used by the Client. Cyber.bet reserves the right to change the limits and the term of withdrawal.

7.12. The standard period of withdrawal is two business days. Cyber.bet reserves the right to change the period of withdrawal.

The gap between the withdrawals is more than 30 days, which is not even close to what is written in the terms and conditions. If you don't increase the instalments paid to the player, we will be forced to decrease the withdrawal limit to 5000 BRL on our site and close the complaint as "unresolved" with the remaining amount.

I hope we can come to a mutual agreement.

Thank you very much for your understanding.

Kind regards,

Stefan

Thank you for a very interesting offer, but we must meet service accordingly to the current terms of the service.

Pay attention please, the mentioned paragraphs have a common line, Cyber.bet reserves the right to change the period of withdrawal.

No one third-party agent cannot manipulate this.

2.4. Before registering in Cyber.bet, the User should acknowledge the Terms.

Dear Cyber.bet Casino,

Thank you for your response and the information provided.

In that case, we will be forced to close the complaint as "unresolved" and decrease the monthly withdrawal limit to 5000BRL. You will be able to request a reopen when the player gets paid.

Dear marcaopele,

The casino will continue to pay you in instalments as they have done so far. I appreciate your understanding.

Kind regards,

Stefan