The player from Chile had been attempting to withdraw 500,000 Chilean pesos from Cyber.bet Casino since 06/05/2024. Despite multiple attempts to verify her identity by providing photographs as requested, all efforts were rejected, and eventually, there was no response from the casino for 14 days. We tried to contact the casino repeatedly without success. Due to the lack of cooperation from the casino, the complaint was marked as 'unresolved'. The player was advised to contact the Curacao Antillephone for further assistance.
Cyber.bet Casino - Player’s withdrawal has been delayed.
Black points: 330
Amount: $500,000 CLP
Cyber.bet Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
3 months ago
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5 months ago
Translation
Since 06/05/2024, I have been attempting to withdraw $500,000 Chilean pesos from Cyber.bet Casino.
They requested that I verify my details by sending a photograph showing my face, ID card, user profile, date, and time. I sent this multiple times, but the casino rejected it each time.
Every time I sent the photograph, the casino would take 24 hours to send an email stating that they were reviewing the submitted data, only to follow up with another email indicating that it was REJECTED. ALWAYS WITHIN 24 HOURS. (I have records of the emails).
Now, on 20/05/24, I sent another photograph clearly showing the date, time, and all required information CLEARLY VISIBLE. Since this date, 20/05/24, the identity verification section states, "Please wait, we are processing your request."
It has been 14 days, and I HAVE RECEIVED NO RESPONSE FROM THE CASINO.
I have sent multiple messages to support AND HAVE RECEIVED NO RESPONSE.
I have written to the live chat, and THEY DO NOT RESPOND.
I find it "strange" that I cannot withdraw funds from my account, but I can make deposits in the casino, as reflected in the transactions section. I requested the withdrawal on 6/05/24 and then made a deposit on 13/05/24 FROM THE SAME USER ACCOUNT AND THE SAME BANKING DETAILS without any issue.
As of today, 03/06/24, I HAVE RECEIVED NO RESPONSE FROM THE CASINO.
I urgently need to withdraw my funds.
I hope to finally receive a response to my request.
Sincerely,
Maira
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5 months ago
Dear mairaargel,
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 serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
Could you please clarify if all of your documents were rejected by the casino or just certain ones? Have you provided all the required documents as soon as possible and in the correct format?
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,
Kristina
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5 months ago
Translation
Dear Christina,
On 05/07/24 the casino sent me an email indicating that I should send a photograph with my identification, casino profile page background, date and time visible.
I sent the photograph on 05/08/24 and the same day, in LESS THAN 24 hours, they sent me an email indicating that it was under review and immediately an email indicating that it was rejected.
I sent a photograph again on 05/09/24 and the same thing happened. In LESS THAN 24 hours they sent me an email indicating that it was under review and immediately an email indicating that it was rejected.
Then I sent another photograph on 05/17/24 and the same thing again. In LESS THAN 24 hours they sent me an email indicating that it was under review and immediately an email indicating that it was rejected.
Then I sent another one dated 05/19/24 and exactly the same thing. In LESS THAN 24 hours they sent me an email indicating that it was under review and immediately an email indicating that it was rejected.
The last photograph was sent on 05/20/24, where you can clearly see my face, Rut (Chile), user profile page, date and time.
UNTIL today 06/04/24 THEY HAVE NOT SENT ME AN EMAIL indicating that it is under review, ONLY on the page, in the profile section it indicates
RUTA (Chile) Please wait, we are processing your request.
This information was sent on 05/20/24, and I have not had any response. IT'S BEEN 16 DAYS AND I HAVE NO RESPONSE.
The identity verification section is blocked, since I sent the last photo.
I have sent emails, messages in the chat and no one responds.
The casino has taken too long... they indicate that verification takes between 1 and 5 days NO MORE THAN THAT PERIOD.
It seems "strange" to me that I CANNOT withdraw funds from my account, but I can make deposits at the casino, as reflected in the transactions section. since I requested the withdrawal of funds on 05/06/24 and then I made a deposit on 05/13/24 FROM THE SAME USER ACCOUNT AND SAME BANK DATA without any problem.
Until today 06/04/24 I HAVE HAD NO RESPONSE FROM THE CASINO.
I hope you can help me solve this problem with Cyber.bet Casino and once and for all let me withdraw the money from my user account.
Greetings atte.,
Maira
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5 months ago
Thank you very much for your reply, mairaargel. Could you 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.
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5 months ago
Translation
Dear Kristina,
A moment ago I sent the information to your email kristina.s@casino.guru
I also attached screenshots from today 06/07/24 of my profile at Cyber.bet Casino, since they DELETED all the messages sent to support and live chat, which were ALL UNANSWERED by the casino.
Greetings atte.,
Maira
Edited
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5 months ago
Thank you very much, mairaargel, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.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.
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5 months ago
Hi mairaargel,
I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear Cyber.bet Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify why the player's selfie was rejected?
I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.
Kind regards,
Natalia
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5 months ago
Translation
Hello Natalia,
Thank you for helping me with my case. I hope I can finally get Cyber.bet Casino to respond and let me withdraw the money in question.
It has already been 23 days AND I HAVE NO RESPONSE from the casino and on their page it indicates that verification takes 1 to 5 days.
A few days ago they DELETED all the chats and cases I sent to support from my casino profile.
Now I am trying to submit a new case and they are NOT allowing it.
If you need backup photographs I can send them to you, I have screenshots of all the records.
I hope that the casino finally takes responsibility and gives me a solution.
Atte.,
Maira A***
Edited by a Casino Guru admin
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5 months ago
Dear mairaargel, I already have checked your communication with the casino that you previously sent to my colleague Kristina a week ago, however, if you have new relevant details you want to share, please feel free to send them to me at natalia.b@casino.guru
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5 months ago
Translation
Dear Natalia,
I just sent you an email with a screenshot of the Cybet.bet Casino page.
I wanted to check my user profile on the casino website and now it says it is NOT available in my country.
And what happens to the money that is pending???
Will that money remain for the casino? Being that it is my money, as stated in the background information sent.
I hope you can help me and the casino finally answers me.
Greetings atte.,
Maira A.
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5 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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4 months ago
Translation
Until today, 06/24/24 I have had NO response from the casino.
Apparently they closed the casino app for my country and THEY WERE NOT RESPONSIBLE for the money in my account.
A SCAM by Cyber.bet Casino
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4 months ago
Dear mairaargel,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Antillephone (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). You may also want to check our article to find out more information regarding submitting complaints to regulators (https://casinoguru-en.com/submitting-complaints-to-regulators).
I am sorry I could not be of more help on this occasion.
Best regards,
Natalia
