CBet Casino - La cuenta del jugador se bloqueó después de un intento de retiro.

Yesterday, Monday, I played at the casino and when my balance reached 700,000 pesos, I decided that was enough and tried to withdraw to Binance which had previously failed, but I didn't have any other option. Today, Tuesday, I wanted to check whether my money had been withdrawn successfully or not, but it seems I couldn't log into my account because it "had been blocked or didn't exist", so it was clearly blocked. I sent an email but there was no response, so I created another account to contact the 24/7 customer service on the website and when I provided the details of my account, they told me they had detected anomalies and I couldn't communicate any further.

Ayer, lunes, jugue en el casino y cuando llegue a 700 000 pesos decidi que ya estaba e hice el intento de retiro a binance que ya habia fallado antes pero bueno, no tenia otra. Hoy martes quise entrar a fijarme si se habia podido retirar la plata o no y al parecer no podia entrar a la cuenta porque la cuenta "habia sido bloqueada o no existia" asi que claramente fue bloqueada. Mande un mail pero no hubo respuesta asi que hice otra cuenta para contactar en la pagina al servicio al cliente 24/7 que tiene y cuando le di los detalles de la cuenta me dijo que detectaron anomalias y ya no pude comunicarme mas

Dear totozeta18,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with CBet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
• Did you achieve your current balance with or without an active bonus? 
• Could you please send me the correspondence you received from the casino regarding the issue? My email is tomas@casino.guru

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,

Tomas

Hello Tomas.

I will have played in the casino for a few days. 4 at most if I remember correctly.

I played slot machines, I reached 700,000, I tried to withdraw twice and couldn't, I played more, I lost a lot, I started playing roulette and there I recovered everything. After that I tried to withdraw the money and the next day I no longer had an account.

I don't really know what an active bonus would be, so I guess not, but I really don't know.

I did not receive any correspondence regarding this, only a message on the same platform that is the one I attached to the complaint.

I hope this can be solved because I was going to go on a trip with this and it gets a little complicated like this.

Greetings and thank you very much

Thomas

Hola Tomas.

En el casino habre jugado unos pocos dias. 4 como mucho si no me acuerdo mal.

Jugue a los tragamonedas, llegue a 700 000, intente retirar 2 veces y no pude, jugue mas, perdi mucho, empece a jugar en la ruleta y ahi recupere todo. Despues de eso intente retirar el dinero y al dia siguiente no tenia mas cuenta.

No se muy bien que seria un bono activo asi que supongo que no pero la verdad no se.

No recibi ninguna correspondencia al respecto, solo un mensaje en la misma plataforma que es el que adjunte en la queja.

Espero que esto se pueda solucionar porque me iba a ir de viaje con esto y se me complica un poco asi

Saludos y muchas gracias

Tomas

Thank you very much, totozeta18, 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. However, I would like to warn you that it seems to be a common practice of CBet Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hello totozeta18,

I'm Michal, and I have taken over your complaint. I will contact the casino to see if I can help.

Just to let you know, CBet Casino was not really very cooperative in resolving complaints with us and has recently begun to ignore us in our attempts to mediate any kind of issue, however, I will do my best to try to help you.

We would like to invite CBet Casino to join the conversation.

Dear CBet Casino,

Can you please provide information on why is the player's account blocked?

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.

But then the casino just doesn't respond, I'm left without my money and the only consequence is a bad review?

Pero entonces el casino solo no responde, yo me quedo sin mi dinero y lo unico que tienen de consecuencia es una mala review?

Dear totozeta18,

I acknowledge your frustration regarding the insufficient communication from CBet Casino. Nonetheless, it's beyond our control to compel the casino to engage with us.

In accordance with our standard procedure, we allocate a 14-day window for each casino to address player grievances. While the majority of reputable casinos do indeed respond and strive to resolve player concerns, there are instances where certain casinos opt not to utilize our communication channel, which ultimately reflects negatively on their rating.

If you feel you want to take your complaint further you can contact the Curacao Gaming Authority here (info@gaming-curacao.com) and submit a complaint to them. It's not the best licensing authority but it may have more options and tools to help players. Let me know if and how they replied at michal.k@casino.guru

Dear totozeta18,

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue were unsuccessful. There is not much that can be done now without the casino's cooperation. CBet Casino has several cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us. Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach. We can only recommend you to take a moment and read a review of each casino before you start playing in the future and only play in licensed casinos with a good rating. The only thing that can be done is to contact the Curacao Gaming Authority (info@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has 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)

We wish we could be of more help. 

Best Regards,

Michal

Casino Guru