CyberBingo Casino - Pelaajan kotiuttaminen viivästyy.

I currrently have 3 outstanding payouts I am waiting for from Cyberbingo with the oldest being July 10 and the last August 31 2024. I have written numerous enquiries asking for the payout and keep getting excuses. They even told me they were being processed and I would have my money by Friday Nov 29 2024. Date came and passed and nothing. I am currently owed 2750.00 in total for the 3 payouts. 

Dear Orepa,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Here are the answers to your questions

Yes I have made numerous withdrawals before

Yes I passed the KYC verification

No I did not accumulate winnings with active bonuses

Also as shown on my screenshot to you all 3 bonuses have been approved for withdrawal

Thank you for your reply, Orepa. Could you please advise when exactly you made the last successful withdrawal and how many days did it take to be processed? Did you use the same withdrawal method in the past?

Additionally, 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.

Thank you very much, Orepa, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.  

Dear Orepa,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite CyberBingo Casino representative to join this conversation.

Dear CyberBingo Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

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.

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.

Dear Orepa,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved.

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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Curaçao Gaming Control Board Licensing Authority and submitting a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. Please ensure you include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at miroslava.d@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Mirka