Cyber.bet Casino - The player's unable to withdraw.

They won't let me withdraw my money, they asked me for a Selfie and newspaper of the day and a photo of my document....the business days have passed and nothing, their chat does not solve anything

Hello Oscar,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Cyber.bet Casino. Please allow me to ask you a few more question before we would move forward.

When exactly did you begin the verification process? Is the casino still responding to you? Did you use any bonus to accumulate your current balance in the casino? When was the last time you spoke to them and what was it about?

Please note that if it's your first withdrawal request ever in the casino, it might take up to 14 days for the verification to be done and for the payment to be processed.

Looking forward to your answer.

Regards,

Nick

Hello, it was a week ago, I am going to wait 14 days, since they told me 5 days. Their customer service only says to wait no more.

I'll keep the 14 days in mind and wait.

Hello, now my account has been blocked because they say I had multiple accounts??? ...I don't know what that means, in any case the only account I have with them is where I made my deposits and my bets I don't have any more accounts....a day ago I spoke with Bruno the supervisor and he told me that the only thing missing was the update that everything was ok and I am surprised that my account is blocked and they threatened me with restricting access to the chat... where I can't access now either... I need help to get my money back.

Thank you Oscar for all the information. I will now forward your complaint to my colleague Branislav who will try to get in touch with the casino and get more information regarding your account closure.

Could you please advise if any amount of money was paid out to you? - refund of deposits or any payout request?

Wish you best luck resolving it.

Regards,

Nick

Hello, Oscar,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Cyber.bet Casino's representative to join this conversation and participate in the resolution of this complaint. In the meantime, please feel free to answer the last questions from my colleague Nick.

Dear Cyber.bet Casino Team,

Could you please clarify the player's situation from your point of view? If we are talking about a breach of the casino's Terms and Conditions, are you able to substantiate it with relevant evidence?

You can send the necessary documents/data to my email (branislav.b@casino.guru).

Thank you in advance for providing the information.

Good day!

Based on the results of the audit, we report the following.

Based on internal data obtained by technical means, the use of the same IP addresses on existing accounts was revealed. As a result of the audit, it was decided to stop the provision of the service and return the original deposit. These actions are based on the current T&C's of our service, with which the user agreed when registering accounts.

What I did was bet if three times the amount of $8,000 and in another 27,000 I think I don't remember exactly why I wasn't allowed a larger amount in the bet but always from my account r******n@hotmail.com which was the only one registered ...I don't think that this is configured as using other accounts...explain to me what it refers to...because if we talk about having more accounts open in the same betting place??...

Dear Cyber.bet Casino Team,

Were the owners of the allegedly connected accounts allowed to verify themselves? What advantage would the player obtain by playing in this way? Was any/the same bonus offer used in both accounts? What types of games did users play the most?

Currently, it is just the casino's claim and/or explanation. Could you please also substantiate the above-mentioned accusation with the relevant data?

You can send the necessary documents to my email address - branislav.b@casino.guru.

Thank you Branislav for your interest...I would like to add that I don't use bonuses or anything like that, the only one I used was the bonus they give with the first deposit I made of $35,000 pesos that I lost....later I played without bonuses no bonuses or anything ...... I'm having a nervous breakdown with this topic .... they've been walking me with one or another justification

Hello. A refund of the initial deposit amount is being processed to the user.

No other personal information can be provided to third parties.

Greetings!

Kindly note that the client's deposit was refunded.

Dear Oscar,

Was your initial deposit refunded, please? Did you use any bonuses in the casino?

Hello, of the 2,840,000 they only reimbursed me 1,844,000, I only used an initial bonus that doubled the deposit, which was 35,000 pesos and I lost it right away, then all the deposits you continued were without bonuses.

Here is an operating mode that configures for the crime of SCAM I do not have answers from them, nor have they sent me evidence of the alleged other accounts involved, if they cannot send a 3rd party to send them to me .... what would be the next step to follow against these criminals .....

All my deposits add up to more than 2,100,000....I have blocked all access to my information and no response from support and chat since they are in cahoots with this scam...SOLOMON is a representative of the chat and is part of this criminal organization... The only one who paid attention to the case is Bruno but they no longer give me access to communicate with him....the supervisor agreed to see the issue with a graduate something like that but about 1 week ago without having any answers....

Thank you for the information, Oscar.

Unfortunately, since we have not received any relevant evidence from the casino regarding its decision, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way and could help to change its approach.

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 a long time 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 or will have any news from the regulator regarding your issue, feel free to let me know about it at branislav.b@casino.guru.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru

Greetings all,

Based on the email received from the casino, the complaint was reopened and reviewed again.

"If you look at the screenshots attached to this email, you can see that the player who made the complaint against us spent 91 percent of his activity on the site in betting section (66 bets) and only 6 spins were made in the casino... player was banned for multi-account betting ..."

The casino was also able to substantiate these claims with enough data and evidence for reconsidering our decision regarding this complaint. The complaint relates to sports betting and accusations of betting by using multiple accounts/connections with another casino account.

As you might know, at the moment, our forum deals with complaints about online casinos only. I understand it must be difficult for you, but unfortunately, we do not have enough insight to take on this kind of issue. Therefore, I am forced to reject your complaint.

I recommend you submit your complaint to one of the websites that deal with sports betting-related complaints or submit a complaint directly to the gaming authority, as was stated above.

If it is convenient for you, we can continue our communication through e-mail (branislav.b@casino.guru).

Thank you very much for your understanding.

Best regards,

Branislav, Casino.Guru