CBet Casino - La cuenta del jugador se bloqueó inesperadamente después de ganar.

Good afternoon, I signed up for this casino and everything started off poorly. I had to make a turnover of 20X, and that's even after I lost the welcome bonus.

The next day I deposited some money, played slots and live casino, won some money, and requested a withdrawal. The following morning, I was blocked without the opportunity to appeal or anything.

• I play with my account
• I deposit with my account
• I withdraw to my account

I didn't do anything out of the ordinary, except for winning some money.

Buenas tardes, me inscribí en este casino y todo comenzó mal, tuve que hacer un turnover de 20X y eso que perdí el bono de bienvenida.

Al día siguiente ingrese dinero, jugué slots y casino en vivo gane dinero y solicité un retiro a la mañana siguiente fuí bloqueado sin derecho a replica ni nada.

• Juego con mi cuenta
• Deposito con mi cuenta
• Retiro a mi cuenta

No realice ninguna cosa fuera de norma, salvo ganar algo de dinero.

Dear apgr11,

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.

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
• Which exact games did you play?
• Were your winnings accumulated with or without an active bonus, please?

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

Best regards,

Petronela

Dear Petronela,

Good afternoon, here I will answer your questions:

• The account registration was on 09/19, the verification processes were completed successfully, I attached images that demonstrate that they did pay me the first withdrawal.
• Exactly I played slots (gates of lympus, lollicat, kraken, fire in the hole, etc.) I also played live baccarat from the Evolution provider (I also have screenshots of that).
• No, no winnings were accumulated because I lost the bonus... later I completed its rollover which became 20x since when I won in the live casino the amount went up, an error that many players in this casino make. It is worth remembering that they paid me the first withdrawal.

My claim is mainly because I played, won, and cashed everything right the first time. The second time I deposited and managed to win to withdraw they simply logged me out of the page, they denied me access, they informed me that they blocked my account and of course they did not pay me even the withdrawal, nor did they refund me as a last option what I paid... and That is clearly theft.

Greetings.

Estimado Petronela,

Buenas tardes, acá responderé tus preguntas:

• El registro de la cuenta fue el día 19-09, los procesos de verificación fueron completados con éxito, adjunte imagenes que demuestran que ellos si me pagaron el primer retiro.
• Exactamente jugué slots (gates of lympus, lollicat, kraken, fire in the hole, etc.) también jugue baccarat en vivo del proveedor Evolution (también tengo capturas de eso).
• No, no se acumularon ganancias porque el bono lo perdí... posteriormente completé su rollover que se convirtió en 20x ya que cuando ganaba en el casino en vivo el monto subía, error que presentan muchos jugadores de este casino. Vale recordar que me pagaron el primer retiro.

Mi reclamo principalmente es porque jugué, gané, retiré todo bien la primera vez. La segunda vez que deposite y logre ganar para retirar simplemente me desloguearon de la página me negaron el acceso, me informaron que bloquearon mi cuenta y por supuesto no me pagaron ni el retiro, ni me reintegraron como última opción lo que abone... y eso claramente es un robo.

Saludos.

Thank you very much, apgr11, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. 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.

Dear apgr11,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a CBet Casino representative to join this conversation and participate in resolving this complaint.

Dear CBet Casino,

Could you please state why the player's account got blocked? Could you please provide us with the evidence?

Thank you in advance for providing the information.

Kind regards,

Stefan

Dear Stefan,

Thank you for your help, I tell you that I have screenshots of the transaction history, the moment of withdrawal, the live casino history, the deposit with which I played at the casino and the subsequent blocking, without any adequate explanation.

You tell me and I can send them to you.

Thank you so much.

Estimado Stefan,

Gracias por su ayuda, le comento que tengo capturas del historial de transacciones, del momento del retiro, del historial del casino en vivo, del deposito con el cual jugué en el casino y del posterior bloqueo, sin ninguna explicación adecuada.

Ud. me indica y se las puedo hacer llegar.

Muchas gracias.

Dear apgr11,

Thank you for your response.

You can send it to my email address stefan.m@casino.guru. But I am afraid we are dealing with a casino that does not respond to the complaints at all.

Kind regards,

Stefan

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 apgr11,

I have tried to contact the casino repeatedly but had no success. I am afraid, there is not much that can be done without cooperation from the casino's side. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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.

There is one more possible way how you can try to get your winnings back - to file a complaint with the gaming authority that regulates the casino - Gaming Curacao. It is possible to file a complaint via the official website (http://www.gaming-curacao.com/) using a "Contact" button or by sending your complaint to info@gaming-curacao.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.

If there is any progress with your issue or you need help, please let me know at stefan.m@casino.guru.

I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Stefan, Casino.Guru