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

My account is almost completely verified, the only thing missing is the cell number verification, something that is not major because it is just receiving an SMS code to the cell phone, well the thing is that I deposited a total of 200,000 and ended up with 550,000 so I decided to withdraw but It won't let you because I have to verify the cell phone number, so I wanted to verify but I didn't get the code, I tried several times and there was no case, then I talked to someone in the chat and he told me that he will delete history that he will delete cookies and do it from another browser and I did all that and it still didn't work, I thought it could have been my cell phone that was bad so I tried my mom's number and it didn't work either, it suggests that it's the casino that's failing because now I get a message saying It says operator error and try again later, I've tried countless times and it doesn't work and now to make matters worse it won't let me enter my personal number and my mom's number was recorded and it won't let me verify that I I got a sm Yes, so what do I do with my withdrawal, my deposited money and my winnings, the casino, the chat, nobody has answered me, not even the email, an agent recently spoke to me that they are going to see the specialized department but they did not tell me when they will do it and what It's going to happen, it's my money, it's the first time I've made a deposit and I already have this problem, what a headache with this

Dear Vero3832,

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.

Do I understand correctly that verifying your phone number seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

Lastly, if there's any relevant communication, please forward it to petronela.k@casino.guru.

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

Yes, the other documents are all verified, but until recently I was able to verify the cell phone number and I was able to make the withdrawal request, hopefully it will be done without problems because I did not know that this casino had many complaints from what I read on its page I hope there are no problems

Now they are asking me to verify my account again and that I already had it verified in its entirety and this is my first withdrawal that I have made and it has cost me a lot, it had never happened before in another casino to verify twice to make a withdrawal, moreover my first withdrawal, it seems abuse and I'm a little scared that they will do everything possible to not pay my earnings, another thing is that it takes a full day, that is, 24 hours to tell you that the withdrawal was rejected, it is a lot of time wasted, instead of doing it from the beginning.

Thank you very much, Vero3832, 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 Vero3832,

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 account has not yet been verified? Is there any other option how to verify the player's phone number?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello.

This account was verified today, and the phone number was confirmed earlier.

The withdrawal option is available.

If you have additional questions, please let us know. 

Kind regards

Dear Vero3832,

Could you please confirm this information?

I am looking forward to your response.

Kind regards,

Stefan

That is not true, now they asked me to confirm for the second time again, SECOND TIME and I have not made any first withdrawal yet, they sent me a link to follow to confirm the account for the second time, what happens now that the address is not They want to accept it, it's the last straw, I haven't made a first withdrawal yet and they're giving me problems, I'm scared because I think they'll do everything perhaps to avoid paying me

Dear Veronica, you haven't visited your account, since that, it withdrawal option was updated.

Visit your account to see updates, please.

Contact the support team if any questions occur, please.

It's just that I don't get any mail, they told me they would notify me shortly and I still kept waiting, see now to see what happens

I just made a new withdrawal, let's see if they don't reject it again or ask me for something else, because the second verification that they asked me to do was all good, but the address is that they reject it and I sent 2 receipts and it came out as an error in the link they sent me, I hope this is resolved in a good way, thank you.

Dear Vero3832,

Please let me know once your withdrawal request is processed.

Thank you very much in advance.

Kind regards,

Stefan

Well, until today no withdrawal has been made, my balance is still in my account and in a waiting state, I have been waiting for a whole week when it is supposed to be 3 business days.

Dear Cyber.bet Casino,

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

Thank you in advance for providing the information.

Kindest regards,

Stefan

They told me it would be today, but they told me the same thing yesterday, I can be very patient but if I didn't respond today the case would be closed and I would have to start from 0

Hello.

The funds have been sent to your bank account.

Usually, it takes some time for your bank to process a payment and update your bank account balance.

Dear Vero3832,

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

Thank you very much in advance.

Kind regards,

Stefan

Dear Vero3832,

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.

Well I made another withdrawal and I'm waiting for April 1 and it would have to be today the 3 business days that the casino requests and I just spoke with the chat and it tells me that there are problems with the payer and hopefully it will be before April 10, I say why so much, how much do you want to play in your casino?

Dear Vero3832,

Do you have any news regarding your withdrawal request?

Thank you for the provided information in advance.

Kind regards,

Stefan

If around 11 AM today the withdrawal arrived but it was just after you responded that everything was solved, now I made another withdrawal of 500,000 CLP and I want to say it here so that I have some support in case my withdrawal is delayed again , it should be this week since there are 3 business days, that is, it should be Thursday at the latest, I will inform you of anything and hopefully the casino will not take so long again with my withdrawal, since just as I lose, I also won and I withdraw quickly before lose everything

Dear Vero3832,

Thank you for your response and the information provided.

Please let me know once you receive the next payment.

I am looking forward to your response.

Kind regards,

Stefan

They are now asking me for a selfie verification to make my withdrawal, now maybe the longer that verification will take, it shouldn't be long, hopefully

That's why it was better to be supported by you

Dear Vero3832,

Thank you for your response and the information provided.

Please keep us updated.

I am looking forward to your response.

Kind regards,

Stefan

Dear Vero3832,

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.

Dear Vero3832,

Did you manage to get your account verified? Have you received the payment?

I will extend the timer by additional seven days.

Thank you very much in advance.

Kind regards,

Stefan

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.