Cyber.bet Casino - Player’s winnings have been reduced.

I started by activating the welcome bonus in which I had to reach the sum of 500,000 to be able to complete it and thus be able to withdraw what you won, if you do not fulfill it YOU CANNOT WITHDRAW IT, the page does not let you and tells you that you must complete it And how much do you need to achieve it? When I completed it, I had 190,000 in my account and when I tried to withdraw it, I had no problem since it had been achieved. I activated another free spins bonus (that they gave me for the inconvenience that I comment below. ) I had problems with 3 games where they did not give me the indicated win within it,

one amount was 33,000, another 8,000 and another 9,000.

I must point out that the help service is extremely incompetent, I had to report 3 times where I had to send a screenshot (as if I saw the future and assumed that the game might not give me the prize within it, if one knew that this happens, who would play to lose money?) That yes, the last game that gave me an error if I could have a window capture because with the first time I was attentive to it happening... they did not answer me, they told me that they would be in 2 hours or 4 hours, then the next day, then in 2 days and so on...until they obviously said that there was no record that I played at the indicated time. People are extremely disrespectful and have no language skills at all. They don't handle information well either, since one told me that they would review the video of the game and after that, another agent told me that there was no such thing.

Returning to the issue of the casino a few days after requesting the withdrawal, several days had already passed and they told me that it was in process. I go into the account and it comes out that I have 69,420. I thought....did they give me the prize for the game error? and the 190,000 must be in process and that's why they don't appear) and no... They discounted the money for the free spins bonus (which gave me almost no profit and I had to complete another 500,000 but only in that game) and I ask...why did they take my money when I had already made the withdrawal, that is why they let me carry out the action, as I already explained, the page DOES NOT LET YOU MAKE WITHDRAWALS if you have an active bonus. But of course, they say it's because of the free spins bonus and end. Your word against mine....Very easy to wait for the days and withhold the withdrawal until another bonus ends its term and discount it.

I had never had such a bad experience with bets and services. I have screenshots of the chat and log things.

I sincerely hope that they do not continue in this bookmaker because it is a ROBBERY

Here clearly (in the images that I upload) it tells me that to make ANOTHER WITHDRAWAL I had to reach the sum of the other bonus that they gave me for the inconvenience.

For the withdrawal that I made BEFORE there was no problem and even so they discounted it.

Dear rinibon,

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

Could you please advise which exact bonus you have redeemed any played before the activation of Free Spins? Ideally, please forward a screenshot of your bonus history to petronela.k@casino.guru.

I would like to emphasize, that according to our Fair Gambling Codex, we consider imposed win limit to be unfair and predator, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

Please understand that it is nothing unusual to have maximum cash out applied to any promotional winnings.

Could you please confirm that you have received the payment of $69,420 CLP?

Looking forward to hearing from you.

Best regards,

Petronela

Hello,

I have not yet received the payment of 69,420.

Going back to the other thing, when I played in another betting house and received the same welcome bonus, completing all of it, I had a profit of 500,000 and they paid me almost immediately the same day.

These are all bonuses

I had to make several recharges because there was a zero amount left and they were all 10,000

The free spins that they supposedly gave me were the ones that they discounted, they gave them to me as compensation for the inconvenience and from that same game it was the one that gave me errors where when I got a prize I did not pay it, but they said that there was no turn record.

Hello,

Yes, in my history it appears that I played the games that had errors

Dogs said there was no record that I made money orders at that time and date.

I sent an image of 1 of them where the date and time appears and they did not give me an answer.

I'm sorry you can't write in English because it's not very good.

Only google could translate it.

-The first thing was that the game did not add the earnings in the game called "Throne of camelot"

They said that they would request a video of the plays so it gave me more confidence but then I asked again to find out how it was going and they told me that the video did not exist, that this information was wrong.

I told him to see my history because the game appears but it didn't help.

- request the withdrawal of money

-Then they said that they gave me some free spins for the problems and they made me wait several days within all this.

-I had problems because the game "Solar queen Megaways" did not pay me the prize again

-What the images say is referring to what I mention:

First it tells me that I have an active bonus and that's why I can't withdraw the money.

then I tell him that I did the withdrawal before (the pages do not let you withdraw money if you do not complete the total amount of the bonus, they are 500,000 in general) and I had no problem

and then the agent tells me that I am right, that my withdrawal is in process but if I want to make ANOTHER withdrawal I must finish the other bonus, so far everything is fine.

then a few days (as I said, they never meet dates and they exceed it, it seems on purpose so as not to have to pay the profits or until the bonuses expire, I don't know)

It tells me that I cannot make the withdrawal because I do not have the sufficient amount since they had deducted the money from me.

The casino is not responsible for game errors.

does not pay prize.

does not release money withdrawals

does not meet payment dates or answers

Today I received the payment of 69,000.

I have not received an answer about the excessive charge that they gave me.

I have not received an answer about the prizes that the game did not give me by mistake.

Thank you, rinibon, for the update. Do I understand correctly that $190,000 CLP is still missing? Could you please forward any supporting evidence that this amount was once accumulated in your casino account? Have you received your game history from the casino?

Yes, I have the record where it appears that it was rejected due to lack of funds since they deducted the amount from me.

we would have to discount the 69,000 to the 190,0000,

In the other images that I uploaded, an agent told me that he had a pending withdrawal of 193,000 and that he should not deduct the money from that amount because I did it before.

If I made another withdrawal after that, the bonus would be discounted.

here appears

Thank you very much, rinibon, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Thank you very much for your help

Dear Cyber.bet Casino,

Could you please provide us with an explanation of the player's situation in more detail from your point of view?

What is the reason for reducing the player's winnings? Are you able to substantiate your decision with relevant evidence?

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

Thank you in advance for providing the information.

Best regards,

Tomas

Hello, all!

We will review this case and come back with an answer soon.

Regards.

Hello! As we have understood, the client has 3 complaints:

1) issues with casino winnings (the client claims that didn't receive winnings on 3 occasions):

• as we checked information from the client profile and haven't found stuck spins or any kind of similar issues. All spins were calculated correctly. Moreover, we asked the client for the approximate time of occured "issue". After receiving this information we doublechecked the client profile information and found out that the client had no casino sessions during specified time. Nevertheless we send a request to slots provider in order to check situation from their side. The slots provider confirmed our conclusion that there were no playing sessions by this client during specified time frame. After that the client was provided with this information.
• For further investigation we'd like to kindly ask the client to specify the timezone and approximate time she was playing when these "issues" occured. Probably there is misunderstanding that happenned because of the timezone difference as we thought that the client is playing from Chile and we could have checked the wrong timeframe.

2) issue with rejected withdrawal (the client's withdrawal request was rejected due to the lack of funds on account balance):

• the client created withdrawal request on 26/01/2023 14:50:40 (GMT -3) in sum of 193 000.00 CLP. As we are not freezing a client's account balance after withdrawal request this sum remained on the client's account balance. The client continued playing in casino and by the time our Financial department was going to process the payment the client's account balance was 69420.1 CLP (on 01/02/2023) so the withdrawal request was rejected due to insufficient account balance. Please note that all payments from our clients are processed in the order of the line and here are terms of the service, regarding the case: 7.12. The standard period of withdrawal is two business days. Cyber.bet reserves the right to change the period of withdrawal.
• after that the client created withdrawal request on 01/02/2023 in sum of 69420 CLP, that was successfully completed on 06/02/2023.

3) issue with the client's account balance being debited:

• the client activated freespins bonus on 28/01/2023. After bonus activation the client had to complete wager requirements within 3 days as specified in bonus conditions. As client hasn't completed the wager requirements within specified period her account was debited on 31/01/2023 in sum of received bonus and profit in the form of bonus funds as a result of the full use of the provided free spins within the promotional program.

Here are Bonus Terms & Conditions, regarding the case:

General rules:

1. The bonus terms are in addition to the general terms and conditions of Cyber.bet.
2. Unless stated otherwise, the following terms apply.
3. Cyber.Bet administration sets the rules of bonus programs: amount, odds, conditions, turnover, payout rules, and others.

       8. Promotions may last for a limited time, depending on a specific offer.

FREE SPINS:

1. Free spins are a bonus representing a certain number of free rounds in specific casino games, indicated in the terms of the promo program.
2. Free spins can be used within a certain period of time specified in the conditions of the promo program.
3. The player receives a profit in the form of bonus funds as a result of the full use of the provided free spins within the promotional program.
4. Bonus funds may require wagering, which in turn is limited by a certain list of casino games and the time after which the received free spins winnings burn out.
5. The administration can change any offers or clear all funds received from bonus spins.

I have a screenshot of one of the 3 errors and I sent it to you, they never gave me an answer for that error.

there it also appears that the total sum was more than 200,000

On the other hand, I made the withdrawal and I did not exceed the amount of 193,000, that is totally false.

In fact, I asked about the withdrawal and they told me that there was no problem, that they would give it to me in a few days.

And that's when they discounted the amount at 69,000.

I have the message where it says that there is no problem

Nor would I have been able to manage the withdrawal if my amount had been less, the system does not allow it.

According to what they say, in the record of my plays there should be -190,000, the discount was from one day to the next and that figure is not in my history.

the money disappeared

the other thing that seems strange to me is that they disabled the chat, so I can't see my messages again.

luckily I took some screenshots of the chat but not all

On the other hand, as I said, I had requested the withdrawal several days ago and they never had clear answers to any of my problems. they always said "tomorrow".

The free spins were for compensation for the mistakes they made and now this is their excuse to take my money?

"The administration can change any offer or delete all funds received from bonus spins."

your free spins did not give me any winnings (so that condition would not apply since the winnings were outside of that, so where is my money?

And the bonus that I take is that they double the amount of your deposit, in my case 10,000, that is, the total would be 20,000.

Dear Cyber.bet Casino,

We would like to ask you to send any supporting evidence for all three complaints of the player to my email address: tomas.k@casino.guru

We need to investigate further because it seems the claims are going against each other.

Thank you very much.

Kind regards,

Tomas

Hello!

We are not able to disclose any personal information to the third parties due to privacy policy and it is not quite undersandable what kind of proofs we can provide in order to solve this issue.

As for issues with casino winnings (the client claims that didn't receive winnings on 3 occasions) we have checked once again client's casino sessions history. Thanks to provided screenshot we found out that there was misunderstanding because of timezone difference:

• on 28.01.2023 03:23:26 GMT (local client's time 00:23:26 GMT -3) clients balance was 239 752,64 CLP. After that on 28.01.2023 03:23:36-03:24:04 GMT (local client's time 00:23:36-00:24:04 GMT -3) the client's account balance was credited with (7700 + 1400 + 5 + 10 + 10 +10)=9135 CLP and client's balance was 248 887,64 CLP, after that the client placed a casino spin in sum of 100 CLP, so the client's account balance was 248 787,64 CLP on 28.01.2023 03:24:38 GMT (local client's time 00:24:38 GMT -3) that coincides with the provided screenshot. So there was no issue regarding this case and as you can see client's account balance was credited with winnings (9135 CLP).
• on 28.01.2023 02:25:32 GMT (local client's time 27.01.2023 23:25:32 GMT -3) client received winning in sum of 37 586,04 CLP. There was no "non-received winning" issue. All spins were completed.
• in total the client received following casino winnings:
• during casino session 28.01.2023 02:36:33-02:42:27 GMT (local client's time 27.01.2023 23:36:33-23:42:27 GMT -3) in sum of 2672,16 CLP
• during casino session 28.01.2023 02:22:19-02:35:27 GMT (local client's time 27.01.2023 23:22:19-23:35:27 GMT -3) in sum of 49 153,68 CLP

There were no stuck spins or any kind of similar issues. All winnings were recieved by the client.

As for issues with rejected withdrawal and the client's account balance being debited we have already provided explanations and it is not quite understandable what kind of evidence we can provide in order to solve this issue. All available information of the current case was provided earlier.

The evidence you can add is the image or record where the money is deducted.

Since it was from one day to the next that the 193,000 in my account disappeared and the next day there were only 69,000.

And I thought that 69,000 was for the prizes that the game didn't give me.

The truth is that this bookmaker is a shame

very dirty

Dear Cyber.bet Casino,

To specify what kind of evidence I want to review is the player's game log from which you have extracted the information here in the complaint thread, specifically the game history that shows and proves that the player has continued playing and played down the balance from 193.000 CLP to 69420.1 CLP, as you claim that you are not freezing a client's account balance after withdrawal request, so the sum remains on the client's account balance.

Can you please provide me with such proof? You can send it to my email address: tomas.k@casino.guru

Thank you very much for your cooperation.

Kind regards,

Tomas

That's exactly what I want to see.

nothing like what Cyber.bet says appears in my registry

Thank you very much for all the help Tomas

Hello!

We are not able to disclose any personal information such as player's game log to the third parties due to privacy policy.

As for client's balance went from 193.000 CLP to 69420.1 CLP we have already provided information:

after creating withdrawal request the client activated a bonus (freespins bonus on 28/01/2023). After activating bonus the client had to complete wager requirements within 3 days as specified in bonus conditions. As client hasn't completed the wager requirements within specified period her account was debited on 31/01/2023 in sum of received bonus and profit in the form of bonus funds as a result of the full use of the provided free spins within the promotional program.

Probably the client did not understand these requirements. As a solution of this case we can offer the client to restore debited sum on the client's account balance in a form of bonus funds with the same wager requirements so client will be able to complete wager requirements. After completing these requirements the client will be able to withdraw funds.

First they say play until you exceed the withdrawal amount.

now they say it was for a bonus that you gave me for making up for mistakes.

and they say they can't show the record. I authorize it.

You said (and I have that message and it is a little higher) that the withdrawal of 193,000 would not be a problem, but when I make a second withdrawal the bonus would apply a discount (I had requested that they cancel that bonus and they told me that it was not possible )

Dear Cyber.bet Casino,

As it's not quite clear to me, could you please advise if the player's deducted funds were accumulated from real or bonus money?

Kind regards,

Tomas

Hello, Tomas.

Deducted funds were accumulated from both real and bonus money.

Once again as the client probably did not understand bonus wagering requirements we can offer the client to restore debited sum on the client's account balance in a form of bonus funds with the same wager requirements so client will be able to complete wager requirements. After completing these requirements the client will be able to withdraw funds.

I fulfilled the first bonus in full.

This is why I was able to make the withdrawal of 193,000. (if you have a pending bonus the system does not allow it)

After that, I did not reach a smaller amount of money than that. (It is important to clarify)

You discounted me from the bonus that you gave me for your mistakes that were free spins, it was compensation.

They told me that there was no problem with the first withdrawal and if I wanted to make a next withdrawal of money I had to complete the bonus that they mentioned. so they are not taking charge, they answered that.

I have the images.

and they exceeded the response deadlines to deduct the money. I imagine that the idea was to wait for the blessing of the bond.

Dear Cyber.bet Casino team,

Since the relevant logs have not been provided to our team, could you please explain how wagering of the particular bonus worked? The player had a pending withdrawal, which would indicate that the amount in question was considered withdrawable, which raises the question as to why was this amount reduced once the player failed to meet the conditions of the bonus. While wagering the bonus (which consisted of winnings from free spins, we assume), were bet amounts deducted primarily from the player’s bonus balance or from their real balance, part of which was waiting to be withdrawn.

If this is explained in the relevant T&Cs, could you please share with us the clause that would clarify the matter?

Thank you in advance.

Kind regards

Tomas

Hello.

The thing is that the withdrawal request had a pending status and our financial team had to approve it in order to be processed. By the time our financial team was going to process the payment the client had insufficient balance because the bonus wagering time expired and winnings from the bonus were debited from the account balance.

The primary issue is that the client didn't realise that she has to complete the bonus conditions when activating bonus.

Here are T&C clauses that would clarify the matter:

1.3. ...

Profits – a number of funds, a bonus or a reward that can be won by the Client.

10.1. The Client should acknowledge that promotions, bonuses and special offers, introduced by Cyber.bet are governed by separate Terms and Conditions, introduced in addition to these Terms. Such Terms and Conditions regarding the promotions, bonuses and special offers are set out on the Promotion Offer or are delivered directly to the Client through the designated channel of communication. In a situation of contradiction between the requirements of the Terms and Conditions governing particular promotions, bonuses and special offers and the provisions of these Terms, the provisions of such Terms and Conditions governing specific promotions, bonuses and special offers shall prevail.

10.2. If the Client accepts a Promotion Offer that includes a wagering requirement, he/she will have to meet the wagering requirement of the offer before the funds accredited to the Client’s account concerning the respective bonus or offer could be withdrawn from his/her Client’s account.

10.3. Participation of the Client in certain promotions/bonuses/offers may only be available for a certain period and under certain conditions. It is the Client’s responsibility to ensure his/her eligibility for a particular promotion/bonus/offer and understanding of the Terms and Conditions, governing the relevant promotion/bonus/offer.

Bonus Terms & Conditions:

FREE SPINS

1. Free spins are a bonus representing a certain number of free rounds in specific casino games, indicated in the terms of the promo program.
2. Free spins can be used within a certain period of time specified in the conditions of the promo program.
3. The player receives a profit in the form of bonus funds as a result of the full use of the provided free spins within the promotional program.
4. Bonus funds may require wagering, which in turn is limited by a certain list of casino games and the time after which the received free spins winnings burn out.
5. The administration can change any offers or clear all funds received from bonus spins.

Once again as the client probably did not understand bonus wagering requirements as an exception we can offer the client to restore debited sum on the client's account balance in a form of bonus funds with the same wager requirements so client will be able to complete wager requirements. After completing these requirements the client will be able to withdraw funds.

This is the only solution that we can provide regarding this case.

Dear Cyber.bet Casino,

Thank you for the information above, but what is not entirely clear to our team is why the player's balance /the amount requested for withdrawal was reduced exactly by 123579.9 CLP. While wagering winnings from the bonus free spins the player was given while their withdrawal request was pending, which balance (bonus/real) were all winnings credited to? Was there any real money play or were any real funds lost in between, while there was no bonus in play?

Any relevant evidence can be forwarded to tomas.k@casino.guru.

Thank you in advance.

Kind regards,

Tomas

I kept in touch with you and constantly checking the retreat daily.

They said that "tomorrow" it would be ready, there was no problem.

They said that there was no problem with the first withdrawal and that in the second withdrawal I had to finish the pending bonus (the one they gave me as compensation) to be able to do it.

It's not that I don't understand the bonus because they told me so.

It is also good to repeat that you cannot make a withdrawal if you have pending bonuses.

They took a long time to come up with a solution but they didn't really come up with it either.

When I went to the website to see if it had happened, I saw that they had discounted the money.

They said that there was no problem with the first withdrawal and that in the second withdrawal I had to finish the pending bonus (the one they gave me as compensation) to be able to do it.

And now they want to give me another compensation bonus? it's a joke?

Hello, Tomas.

As client hasn't completed the wager requirements within specified period her account was debited on 31/01/2023 in sum of received bonus and profit in the form of bonus funds as a result of the full use of the provided free spins within the promotional program.

The total debited sum was 123579,9 CLP. These are winnings the client has made with bonus funds.

After activating bonus all winnings are credited to bonus balance. While bonus was active the player played on both real and bonus funds. By the time wager requirements to expire all funds on the client's balance were on the bonus balance.

Dear Cyber.bet Casino,

Thank you for the reply, but considering the whole situation, we have to insist on providing us with supporting evidence in order to make a final conclusion here. As you have previously declined to share anything with 3rd parties though, there’s always the option to provide a Power of attorney signed by the player, which would allow us to mediate in the player’s name and therefore gain access to all relevant evidence.

Please let me know if that’s a viable route and if so, what form would you like the Power of attorney to be provided in (printed or scanned) and where would you like us to send it to.

Kind regards,

Tomas

Hello, Tomas.

Unfortunetly, it is not a viable route. We are not able to disclose any personal information such as player's game log to the third parties due to privacy policy.

As stated before, as an exception we can offer the client to restore debited sum on the client's account balance in a form of bonus funds with the same wager requirements so client will be able to complete wager requirements. After completing these requirements the client will be able to withdraw funds.

Dear rinibon,

As stated above, the casino has declined to share any personal information with third parties, even though we argued that we can provide a Power of attorney signed by the player. This would allow us to mediate with the casino in your name and have access to all evidence necessary to resolve their complaints. Unfortunately, without success.

In this case, the complaint will be closed as unresolved. I understand this isn't 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 change its position, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao), and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer.

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

In case you need any help, please contact me at tomas.k@casino.guru.

Best regards,

Tomas

We’ve reopened this complaint at the request of rinibon. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Cyber.bet Casino,

We have received a response from the player that they will accept your offer to restore debited sum in a form of bonus funds.

Please let us know once you do so, so we can consider this case resolved.

Thank you.

Kind regards,

Tomas

Hello, Tomas.

The debited sum in a form of bonus funds is resored on the player's account balance.

The client was also informed via e-mail.

Thank you, Cyber.bet Casino, for providing the information.

Dear rinibon,

As you have informed us via email, can you please confirm that the matter is now resolved?

Kind regards,

Tomas

This was what I got:

Hello!

A bonus of 120778 CLP has been added to your account. To close the bet, you need to make a turnover of 477900.00 CPL on Playson provider games within 3 days. Good luck!

They give a period of 3 days.

they paid me 120,778

it is a pity. I wish they would have returned my money because I am not satisfied.

Dear rinibon,

I understand this is not what we have been trying to get, but upon your 'reopen request' of the complaint and your statement in the email, here's a direct quote:

"Being that the only thing I can do is accept the bonus of the amount that they took from me as they say

but it's not really what I wanted... unfortunately that's it."

We're closing this case as resolved.

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas