Cyber.bet Casino - La cuenta del jugador ha sido bloqueada.

Hello, first of all, I would like to point out that the Cyber.bet casino account was created on 10/19/2021. From that date I made deposits and verified my account on 11/07/2021 but I did not make withdrawals.

Make a deposit of 500,000 CLP with VIP Client Bonus and win 8,203,217 CLP. This deposit was made on 04/22/2022 with a 200% bonus per VIP client, an offer made by the casino through its online service.

After betting, fulfilling the rollover of the Bonus a total balance of 82,203,217 CLP, at that moment I begin to make the first withdrawal.

I made this withdrawal for 800,000 on 04/23, which I received notification by mail that the withdrawal would be managed. On 04/25 I received a notification that the withdrawal was canceled and my account was blocked because I supposedly have more accounts and that according to the clause they will return only the initial deposits.

I have requested the endorsements (documents) of the accusation and sent several emails with the details of the regulations where they cannot in any case detain me money. To date, after 23 days, they have not answered me at all. At the beginning of the customer service, they told me that the corresponding department would send the backups, but later, as time went by, they did not even respond to me, they see my situation and they simply close the chat. On 05/04 without any explanation or notification, they returned to me the sum of 868,037 CLP, which did not correspond, I consulted customer service and by mail but I have not received any response.

As I informed the company in the first communications after the account blocking, I absolutely deny having more accounts and asked for the support to carry out a respective investigation. This supposed new account information never reached me.

Given the non-response of the company in which it makes an accusation without supporting anything, I have visited several forums to receive the necessary help for this injustice.

I have plenty of backups, screenshots of the balance with emails of the deposits made and account verification emails successfully, promotions emails and VIP bonuses, in addition to the results of bets made in sports where I obtained the winnings.

Stay tuned.

Greetings,

Nicholas M***

Hola primero señalar que la cuenta en el casino Cyber.bet la cree el día 19/10/2021. Desde esa fecha realice depósitos y verifique mi cuenta el día 07/11/2021 pero no llegue a realizar retiros.

Realice un deposito de 500.000 CLP con Bono de cliente VIP y gane 8.203.217 CLP. Este deposito fue realizado el día 22/04/2022 con bonificación del 200% por cliente VIP, oferta realizada por el casino mediante su atención en linea.

Luego de apostar, cumpliendo el rollover del Bono un saldo total por 82.203.217 CLP, en ese momento comienzo a realizar el primer retiro.

Este retiro lo realice por 800.000 el día 23/04, el cual me llego notificación por correo que el retiro seria gestionado. El día 25/04 me llega una notificación que el retiro fue cancelado y mi cuenta fue bloqueada por que supuestamente tengo mas cuentas y que según clausula ellos me devolverán solo los depósitos iniciales.

He pedido los respaldos (documentos) de la acusación y enviado varios correos con el detalle de las regulaciones en donde no pueden en ningún caso detenerme dinero. A la fecha transcurridos 23 días no me han respondido absolutamente nada. En la atención al cliente de comienzo me señalaron que el departamento correspondiente enviaría los respaldos pero luego el paso del tiempo ni siquiera me responden ven mi situación y cierran el chat simplemente. El dia 04/05 sin ninguna explicación ni notificación, me devolvieron la suma de 868.037 CLP, la cual no se ha que corresponde consulte a la atención el cliente y por correo pero no tengo ninguna respuesta.

Como le informe a la empresa en las primeras comunicaciones luego del bloqueo de cuenta yo niego absolutamente el tener mas cuentas y pedí los respaldos para que se haga una investigación respectiva. Esta información de la supuesta nueva cuenta nunca me llego.

Dado la no respuesta de la empresa en la cual realiza una acusación sin respaldar nada , He visitado varios foros para recibir la ayuda necesaria por esta injusticia.

Tengo bastantes respaldos, pantallazos del saldo con que quede correos de los depósitos realizados y correo de verificación de la cuenta exitosamente, correos de promociones y bonos VIP , además de los resultados de apuestas realizadas en deportes en donde obtuve las ganancias.

Quedo atento.

Saludos,

Nicolás M***

Dear Nicomr21,

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. Is there any chance, that someone from your household or using the same IP address has also created an account at this casino? 

Could you please advise which games you’ve been playing (live games, slots, sports betting, multiplayer...)?

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

Hi Kristin,

First, thank you for your prompt response to this case, then I answer the queries:

1. In principle, I rule out that possibility, but I have no way of knowing if a third party could have created an account connected to the same local network or device, for this reason, the corresponding backups were requested from the company so that I could have more information. What I totally rule out is that I had made a new account on the site and that with that new account I would have earned the amount indicated in the claim, that is fully supported by the documents that I attach where my account, deposits and earnings were verified. . Additionally, it is supported that the bonus and deposit made with which the profits were obtained is a VIP client bonus, not a bonus for creating a new account. The foregoing goes to show that Item 4.2 of the Cyberbet regulations, for which they blocked my balances, is not applicable in any case.

I copy in the following text the regulations that they indicated my balance was withheld and my account was blocked:

4.2. Only one account per customer is allowed. If the customer registers multiple (multiple) accounts in violation of this provision, Cyber.bet reserves the right to abandon the initial customer's account and close all subsequent customer accounts, or subsequent accounts suspected of belonging to the same customer and that have been registered. after the initial registration of the Client's account. All bets placed on such subsequent accounts belonging to the same Client or subsequent accounts suspected to belong to the same Client will be voided, winnings will not be paid to the Client, funds deposited in the subsequent accounts will be returned to the Client.

It clearly talks about later accounts, for which Cyber.bet to apply this regulation must not only prove the new accounts but also prove that with that later account I obtained all the profits indicated to be able to make withholdings and refunds of deposits (it clearly indicates the previous paragraph). To date Cyber bet has not endorsed or enforced this regulation in any detail or supporting documentation.

Regarding the second query, the bets made on the page correspond to sports bets.

Greetings,

Hola Kristina,

Primero agradecerte por tu pronta respuesta a este caso, a continuación respondo a las consultas:

1.En principio descarto esa posibilidad, pero no tengo como saberlo si un tercero pudo haber creado una cuenta conectada a una misma red local o dispositivo, para ello es que se solicito a la empresa los respaldos correspondientes para yo tener mas información. Lo que descarto totalmente es que yo hubiera realizado una nueva cuenta en el sitio y que con esa nueva cuenta hubiera ganado el monto indicado en el reclamo, eso esta totalmente respaldado por los documentos que adjunte en donde se verifico mi cuenta mis depósitos y mis ganancias. Adicionalmente se respalda que la bonificación y deposito realizado con la cual se obtuvieron las ganancias es una bonificación de cliente VIP no una bonificación por creación de nueva cuenta. Lo anterior viene a demostrar que el Item 4.2 de las regulaciones Cyberbet, por lo cual ellos realizaron el bloqueo de mis saldos no es aplicable en ningún caso.

Copio en el siguiente texto las regulaciones que ellos indicaron se retenía mis saldo y se bloqueaba mi cuenta:

4.2. Solo se permite una cuenta por cliente. Si el cliente registra múltiples (múltiples) cuentas en violación de esta disposición, Cyber.bet se reserva el derecho de abandonar la cuenta del cliente inicial y cerrar todas las cuentas de clientes subsiguientes, o cuentas subsiguientes que se sospeche que pertenecen al mismo cliente y que hayan sido registradas. después del registro inicial de la cuenta del Cliente. Todas las apuestas realizadas en dichas cuentas posteriores que pertenezcan al mismo Cliente o cuentas posteriores que se sospeche que pertenecen al mismo Cliente serán anuladas, las ganancias no se pagarán al Cliente, los fondos depositados en las cuentas posteriores se devolverán al cliente.

Claramente habla de cuentas posteriores , por lo cual Cyber.bet para aplicar esta regulación no solo deberá probar lo de las nuevas cuentas si no probar que con esa cuenta posterior obtuve todas las ganancias indicadas para poder realizar retenciones y devoluciones de depósitos ( lo indica claramente el párrafo anterior). A la fecha Cyber bet no ha respaldado ni aplicado esta regulación con detalle ni documentación de respaldo.

Respecto a la segunda consulta, las apuestas realizadas en la pagina corresponden a apuestas deportivas.

Saludos,

Thank you for your reply, Nicomr21. Could you please advise if you also played any casino games, please?

Not just sports betting.

No solamente apuestas Deportivas.

Thank you for your reply, Nicomr21. As you might know, our forum Casino.guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue. Please, do not hesitate to let me know if there is anything else I could help you with.

Thank you very much for your understanding.

Hello Kristina.

I have seen in the forum identical issues to mine with this casino, here it is not about what is played in it be it sports betting slots, live casino or whatever.

The case is not about a specific bet, it is about accusation of multiple accounts and retention of money earned and account closure.

The casino refuses to send backups and it would be nice if you guys could help me to get that information sent to me.

It is quite frustrating to be notified of a false accusation without any support.

Otherwise, if you could guide me where I can send my complaints or what steps I can take with other instances or regulatory entities.

Greetings

Hola Kristina.

He visto en el foro asuntos idénticos a los míos con este casino, aquí no se trata de lo que se juega en el ya sean apuestas deportivas tragamonedas, casino en vivo o lo que fuera.

El caso no trata de una apuesta en específico se trata de acusación de múltiples cuentas y retención de dinero ganado y cierre de cuenta.

El casino se niega ha enviar respaldos y será bueno que ustedes me pudieran ayudar para que esa información me fuese enviada.

Es bastante fustrante que te notifiquen de una acusación falsa sin ningun respaldo.

En caso contrario si me pudieran orientar dónde puedo enviar mis quejas o que pasos puedo seguir con otras instancias o entes reguladores.

Saludos

Please understand that if you only placed bets on sports betting and your account has been blocked, you most likely did something that required further investigation. There are many multiple account strategies used by players focusing on sports betting. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. 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.