CyberCoins Casino - Pelaaja ei ole vielä saanut voittojaan.

I signed up to cybercoins Casino with a no deposit bonus code, at the time I completed my playthrough on the game do free games or issued on and did not leave that game. Once I had completed to play through I finished with 140 Euros in my balance. In the terms and conditions for the bonus it said there was no deposit required for verification, additionally said that KYC documents would only be requested when necessary. And although I was not requested, following submitting my withdrawal request, I took it upon myself to submit optional KYC documentation, I nonetheless entered my information and submitting documents required in the verification menu provided on website on April 22. The website boasts a instant payout time frame and KYC in approximately 5 to 10 minutes, yet my withdrawal sat in the status of processing indefinitely. I tried to contact support on multiple occasions and had not gotten through to anybody for a couple days. It was 2 days after initiating my withdrawal request that I managed to finally get a hold of somebody in their live chat. The customer support informed me that I would be required to make a verification deposit of at least €20 which I did on the 25th of April, in order to be able to cash out the winnings from the no deposit bonus. I contacted them after the deposit to no avail. When I finally got a hold of somebody in the customer support in live chat the following day, they were responsive. That is, until I gave them the question of whether or not my withdrawal would be processed. Suddenly I simply was ignored. On April 27th I managed to once again get in contact with live chat support who informed me that they iiiwoul>d message me within 24 hours with an update on the status of my withdrawal. After 24 hours, I had to receive no message or any communication from the casino, and I am once again ignored. It's worth noting that my verification documentation has yet to be reviewed 7 days later, and I cannot get any answer from support.

Dear wguy590,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear wguy590,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

There has been no change in my situation, I still remain unable to withdrawal and no have no luck in my communication with the casino.

Thank you wguy590 for all the information provided so far. I will now forward your complaint to my colleague Pavel (pavel.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, wguy590!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

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.

I think it's worth noting that the casino is no longer found at the address it previously was, and is essentially appears as if they've vanished, which only reinforces my belief they are 100% a scam

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 close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change 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. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team