HomeComplaintsCyberBingo Casino - Player has a negative experience in the casino.

CyberBingo Casino - Player has a negative experience in the casino.

Amount: $100

CyberBingo Casino
Safety Index:Below average
Submitted: 28 Mar 2023 | Case closed : 02 May 2023
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

1 year ago

The player from Mexico is having a negative experience in the casino. After a closer examination, we ended up rejecting this complaint as there is sufficient evidence the player has breached the casino's terms and conditions by providing fake or forged documents.

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1 year ago






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1 year ago

Dear daniiesaucedo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information than a picture. Could you please elaborate?

Do I understand correctly that you are experiencing difficulties completing the verification of your account in the casino?

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,

Tomas

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1 year ago
Translation

Yes, I have all my valid documents. With my experience that I have playing in the casino, I also know the rules of it. I uploaded my driver's license from both sides that I renewed last year and they denied me because it was expired according to them, I contacted customer service and the super despotic person with very few words asked me to upload my documents again but according to He wanted me to upload current documents... when the license expires in 2028. In order not to make it too long, I ended up uploading the photos of my INE, my driver's license, my account statement from my bank and my electricity bill to corroborate my address and the verification process ☑️,

The last time I uploaded the documents, after almost 10 uploads of each document, I lost a proof of address but from a neighbor and I already received a message that my account was permanently disabled... I mean, it was an error as I told you, but now they never answered me

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1 year ago

Thanks for the explanation.

Would you be able to share with us what the casino told you regarding the verification of your account and the status of your account? My email is tomas@casino.guru Does your neighbor have an account in the casino? Is the address of your neighbor the same as yours on the document you provided or is it different?

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1 year ago
Translation

I already sent you an email to your email with the screenshots of what they told me

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1 year ago

Thank you for your email.

Could you please explain if you sent the correct proof of address to RiskManagement@CyberBingo.com?

Do I understand correctly the risk department informed you your account is permanently disabled? Please let me know.

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1 year ago
Translation

Yes, I did send it, but they told me there was no going back, it seems unfair to me because it was a mistake, a mistake that can happen to anyone, after uploading my documents so many times, I repeat, I missed a receipt that was not mine by mistake .. this was answered after sending my correct receipt

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1 year ago

Thank you very much, daniiesaucedo, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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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1 year ago

Hello daniiesaucedo,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will try to contact the casino to see if they are able to give you another chance to successfully complete the verification process.

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


Dear Cyber Bingo Casino,

I understand that every player should provide valid documents in their own name, but in this case, the player mistakenly provided their neighbor's address details but is still able to provide proof of address in their own name. I understand this might look suspicious to you, but if this is the only thing that prevents the player from successfully finishing the verification process, a fair approach would be to give the player another chance to go through the verification process. Additional documents or even a video call for verification would be OK to help you clearly verify the player. Would you be able to help the player in this way?

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1 year ago
Translation

They don't like to pay, that's why they don't respond, before I made a mistake with the proofs of address, I contacted customer service and they were super despots, how they didn't really want to do their job

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1 year 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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1 year ago

Dear daniiesaucedo,


Thank you for your post. We are in touch with our Risk Management Team regarding your account and will post a reply soon.


Regards,

VistaGaming Affiliates Team

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1 year ago
Translation

Thank you very much I appreciate it very much

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1 year ago

Dear daniiesaucedo,

As per the response from Cyber Bingo Casino team, they are reviewing your account and this takes a bit of time, so I kindly ask you for your patience. I have my fingers crossed that it won't take long 🤞

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1 year ago
Translation

That seems perfect to me

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1 year ago

Dear daniiesaucedo,

After a careful review of the evidence provided by the casino, I am afraid I am no longer able to pursue this case.

As we have been informed by the casino you have failed to provide all required true documents to pass the KYC process. Sadly, after gathering all the necessary information and documents we can't agree with your statement that you send the wrong documents by mistake, in fact, you have sent numerous documents to try to fraudulently verify your address which has been flagged by the Risk Management Team. Providing or even an attempt to provide fake or forged documents is not acceptable in any casino and the casinos have the right to close the accounts of users that are trying to defraud the casinos in such a way without any financial obligation.

Unfortunately, because of the above-mentioned reasons we are forced to reject this complaint. I can only advise you to always provide true documents held in your own name for verification. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

 

Best regards

Michal

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