Cyber.bet Casino - Player’s withdrawal request has been ignored by the casino.

Hallo. I have problems with the casino Cyberbet.com

I registered and verified my account at that casino more than a year ago.

I deposited several times and also made withdrawals several times and there was no problem. Until now..last month I made a deposit and won in the casino and I made a withdrawal of 180 euros.

Withdrawal request was made on 23. February .

After 3 days they declined my payment and ask my selfi with ID and my account at their casino. I sent them everything they asked me for, and since then I have had no response from them even I sent a dozen emails and asked the same on live chat.

They absolutely ignore me.

I hope you will be able to help me. If you need anything else from me, just ask.

Thank you in advance

Dear ljiljanajejic,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Cyber.bet Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please advise which additional documents you have already provided and when exactly you sent the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

When was the last time you communicated with the casino?

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

Best regards

Veronika

Cim je kazino zatrazio odmah sam im dostavila selfi , cak i video sa id kartom a u pozadini na kompjuteru otvorena strana sa mojim racunom u casinu. Pa opet drugi selfi itd. Odbijali su. Pokusala sam i na live chatu ali se nisu javljali.

Juce sam dobila odgovor od od njih koji cu vam proslijediti. Napominjem da sam godinu dana klijent casina i da sam uplacivala depozite. Molim za pomoc.

Odgovor od casina

We are sorry to have to tell you that your account with cyber.bet has been permanently banned due to fraudulent activity. We are obligated to explain the reasons behind this decision and outline the legal basis for our actions.

IP Address Match:

Our thorough investigation revealed that your account’s IP address matches another user's. This raises serious concerns about the authenticity of the account holder. The use of multiple accounts by the same individual violates our terms of service and constitutes fraudulent behaviour.

Legal Point: Section 4.2 of our Terms and Conditions explicitly prohibits the use of multiple accounts by a single user. By engaging in such activity, you have breached our contractual agreement.

Shared Address:

Additionally, the second account associated with the same address further supports our suspicion of fraudulent intent. The use of identical addresses for multiple accounts undermines the integrity of our platform.

Legal Point: Section 3.2 of our Terms and Conditions requires accurate and truthful registration information. Providing false or misleading details, including shared addresses, is strictly prohibited.

Forfeiture of Funds:

As a result of the ban, your account balance will be forfeited. This decision is based on the fact that you have already withdrawn more than your initial deposits. Consequently, there are no outstanding obligations from the casino to you.

Legal Point: Section 17.2 outlines our right to withhold funds in cases of suspected fraud or violation of our policies.

Please note that this action is final, and any attempts to create new accounts or circumvent the ban will result in further consequences. We take compliance seriously and adhere to industry standards to maintain a fair and secure gaming environment.

If you have any questions or require further clarification, please do not hesitate to contact our support team. We appreciate your understanding and cooperation.

Sincerely.

I note that there is no fraud on my part and I only have one account in the casino.

Thank you for your quick response.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

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

I don't know if anyone else made an order from the same ip address.

I did not use any bonus when I accumulated the winnings.

Dear Verinika, do you have any news?

Please casinoguru for an answer, is there any news with my case?

Thank you very much, ljiljanajejic, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you

Hello ljiljanajejic,

I'm Michal, and I have taken over your complaint. I have reviewed this case and just so you know Cyber.bet Casino was not very cooperative with us in resolving player complaints in the past, so the outcome of your complaint is rather uncertain. I will still try to contact the casino to shed more light on this matter

We would like to invite Cyber.bet Casino to join the conversation.

Dear Cyber.bet Casino,

Could you kindly furnish more details on the alleged multiple accounts created by the player? Please forward any supporting evidence of the alleged multiple accounts to me at michal.k@casino.guru

Hello Mihail. I hope you will give some sense to the casino.

Hello Michal, is there any news with the casino?

Note that the casino will not provide you with any evidence, because they do not have any.

Dear ljiljanajejic,

Regrettably, I have yet to receive a response from Cyber.bet Casino. According to our standard complaint protocol, the casino still retains time to provide a reply. However, given our prior encounters with their reluctance to cooperate in addressing player concerns, the resolution of your complaint remains uncertain.

And what if the casino doesn't respond? They keep my money and that's it?

Dear ljiljanajejic,

If the casino remains unresponsive, the only viable recourse might be to reach out to the casino licensing authority, specifically Curaçao Antillephone N.V.

You can check out the information about Curaçao Antillephone N.V. here, and you can use our guide on how to submit a complaint to a regulator here

Please let me know once you submit the complaint and how they responded (michal.k@casino.guru).

For the time being, unfortunately, there is not much that can be done other than wait for a response from Cyber.bet.

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.

Is there any news regarding my problem with the casino?

Dear ljiljanajejic,

I have tried to contact the casino repeatedly but had no success. The contacts we previously had with people who were cooperating with us regarding helping player complaints are not responsive anymore. I’m afraid there is not much that can be achieved without cooperation from their 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 team's approach. If the casino team decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curaçao Antillephone N.V. (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority might have 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 (michal.k@casino.guru). I am sorry I could not be of more help on this occasion. I can only recommend checking the reviews of each casino before you sign up and only playing in licensed and good-rated casinos to avoid disappointments like this in the future.

Best regards,

Michal

Casino Guru