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

Hello casino guru, I am Chilean, I come to you with a complaint about this shameless casino, first they made me verify my account 4 times, yes 4 times, they asked me for a series of documents to verify it and since I had large amounts for withdrawal so I sent everything that they asked me by mail since there were many things they asked for, I sent it and it took them 2 whole weeks to tell me that my account had been blocked, they didn't tell me anything, they didn't notify me, they just blocked my account and to top it off they They kept my deposits and my earnings, I had spoken with an agent 1 day before my account was blocked and he told me that my documents were perfectly verified and that there would be no problem finally making my withdrawal the next day when the mail arrived that it had been verified, I was very happy because I could finally make my withdrawal and everything in order, but to my surprise I only received the email that my account was blocked with all my deposit and earnings, I mean, I don't know if it was a b URL of the agent who attended me or his supervisor gave him the order to block me from everything, I can talk to them in the chat because they never answer me, it should be noted that in the email they sent me it said that my account had been blocked, but they would the return of my deposits, which has been going on for 1 month without an answer, without any type of email with nothing to know how to do, they made it clear to me that they would give me that refund but I'm still here, without a refund and without answers, it's a horrible casino and My patience has run out, they are keeping my money and profit and that is unfair after having verified my account 4 times with all the documents they asked for, please help me.

Hola casino gurú,soy chilena,vengo a ustedes por una queja de este casino sinvergüenza, primero me hicieron verificar mi cuenta 4 veces,si 4 veces,me pidieron una serie de documentos para verificarla y como tenía grandes cantidades para retiro entonces envié todo lo que me pidieron por correo ya que fueron muchas cosas que pidieron,lo envíe y se demoraron 2 semanas enteras para decirme que mi cuenta había Sido bloqueada,no me dijeron nada,no me avisaron,solo me bloquearon la cuenta y por si fuera poco se quedaron con mis depósitos y mis ganancias,había hablado con un agente 1 día antes de que me bloquearan la cuenta y me dijo que mís documentos estaban perfectamente verificados y que no habría problemas en por fin hacer mi retiro el próximo día cuando me llegará el correo que había Sido verificada,yo muy feliz porque porfin podría hacer mi retiro y todo en orden,pero para sorpresa me llegó solo el correo que me bloquearon la cuenta con todo mi depósito y ganancia,osea nose si fue una burla del agente que me atendió o su supervisor le dió la orden para que me bloquearan de todo,mi al chat puedo hablarles porque no me responden nunca,cabe recalcar que en el correo que me enviaron decía que mi cuenta había Sido bloqueada,pero harían la devolución de mis depósitos,cosa que va 1 mes sin respuesta,sin ningún tipo de correo sin nada con que saber hacer,me dejaron claro que me haría dicha devolución pero aún sigo aquí,sin devolución y sin respuestas,es un casino horrible y la paciencia ya se me agotó,se están quedando con mi dinero y ganancia y eso es injusto después de haber verificado 4 veces mi cuenta con todo los documentos que me pidieron, porfabor ayúdenme.

Dear Maria3832,

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 received any confirmation about successful account verification? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

My account would have been closed approximately 4 months ago and the first verification was successful and the second one they asked me for, they told me it was for security and that they would not ask me to verify it again with a third one in which I found it good and fair to protect my account, so I proceeded to carry out a second verification since it would be the last one, but after continuing to play and win in slots and without bonuses, they asked me to verify my account again, the nerve was too much to verify my account again and As if that were not enough, they were not satisfied with a third verification, so they asked me for a fourth where they asked me for a series of documents that I had to send because I had my money in their casino that I had to withdraw, with all the documents up to date and without risk After they reject it, they also blocked my account with my deposits and earnings inside, in the last email they sent me they promised that they would give me that refund, but it's over For 1 whole month without answers from any of them and I can't even talk to the chat since they blocked me from everything, they don't even answer my emails, they are total scoundrels.

Mi cuenta la habría cerrado hace unos 4 meses aproximadamente y las primera verificación fue un éxito y la segunda que me pidieron me dijeron que era por seguridad y que no me volverían a pedir verificarla otra vez con una tercera en la cual lo encontré bueno y justo para proteger mi cuenta así que procedí a realizar una segunda verificacion ya que seria la última,pero luego de seguir jugando y ganando en los slots de tragamonedas y sin bonos me pidieron nuevamente verificar mi cuenta,el descaro fue mucho verificar otra vez mi cuenta y por si fuera poco no quedaron conforme con una tercera verificacion así que me pidieron una cuarta dónde me pidieron una serie de documentos que tuve que enviarla porque tenía mi dinero en su casino que tenía que retirar,ya con todos los documentos al día y sin riesgo de que lo rechazen igualmente me bloquearon la cuenta con mis depósitos y ganancias adentro,en el último correo que me enviaron me prometieron que me harían dicha devolución,pero ya va más de 1 mes entero sin respuestas de ningunos de ellos y ni al chat puedo hablare ya que me bloquearon de todo,ni los correos me responden,son unos sinverguenzas total.

Thank you very much, Maria3832, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thanks, I'll wait then

Gracias,esperaré entonces

Hello Maria3832,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Cyber.bet Casino to join the conversation and participate in the resolution of this complaint.

Dear Cyber.bet Casino,

Can you please clarify the reason for the player's account having been blocked?

Kind regards,

Adam

Hello!

Based on internal data obtained by technical means, the use of the same IP addresses in existing accounts was revealed. As a result of the audit, it was decided to suspend the provision of the service. These actions are based on the current T&C's for our service, which the user agreed to when registering accounts.

At the moment of the decision to block the account, the amount of funds withdrawn earlier was greater than the amount of the whole deposit amount, so we don't have any oughts for the player at the moment.

Thank you for the prompt response, Cyber.bet Casino.

Could I ask you to please send supporting evidence of the breach of terms to my e-mail address (adam.m@casino.guru)?

Kind regards,

Adam

Cyberbet casino I am not here because of the blockade I am here because you sent me an email more than 1 month ago saying that you are going to refund the money of the last deposit, in your email it says it very clearly and as they are from scoundrels to this day they have not returned anything to me, much less do they answer my emails and chat, the blocking does not matter to me, I only care that they keep their word to make the return, VERY CLEAR SAYS THAT THEY WILL MAKE ME SAID RETURN IN WHICH THEY HAVE NOT FULFILLED

Casino cyberbet yo no estoy aquí por el bloqueo estoy aqui porque ustedes me enviaron un correo hace más de 1 mes atrás diciendo que me van a hacer la devolución de dinero de lo último depositado,en su correo lo dice bien claro y así como son de sinverguenzas hasta el día de hoy no me han devuelto nada ni mucho menos me responden los correos y el chat,el bloqueo no me importa,me importa solamente que cumplan con su palabra de hacer la devolución,MUY CLARO DICE QUE ME HARAN DICHA DEVOLUCION EN EL CUAL NO LO HAN CUMPLIDO

Here's the proof, now be serious sometime please and take responsibility for my return because they don't give me the money, isn't it enough to block my account and keep my deposit and earnings? I want my refund as it says in the email they sent

Aquí la prueba,ahora sean serio alguna vez porfabor y háganse responsable con mi devolución que a mí el dinero no me lo regalan,acaso no le basta con bloquear mi cuenta y quedarse con mis depósito y ganancias? Yo quiero mi devolución como dice en el correo que enviaron

Adam, we are unable to share with any third party our evidence data, personal information of our clients, and any internal data, that may cause our system instability or leakage of data.

Maria, you have withdrawn from your account much more funds, than you have deposited in it, so we don't owe you anything at the moment.

Shameless I sent a screenshot of your email that they sent me and still I know they refuse to make the return

Sinvergüenza envié captura de pantalla de su correo que me enviaron y aún así sé niegan a hacer la devolución

Dear Maria3832,

The casino has stated that your account was blocked due to being linked to other accounts by IP address. Can you confirm if you have registered multiple accounts at this casino?

Please be aware, we need all relevant information to be able to determine if you are indeed due a refund.

Kind regards,

Adam

I don't have another account, they haven't given me a refund and that in the email they sent me they made it very clear that they would refund me and to date, that is, more than 1 month that I have no answers, what is that called? ? Scam because they have not returned anything at all

No tengo niuna otra cuenta,no me han hecho niun reembolso y eso que en el correo que me enviaron dejaron muy en claro que me harían la devolución y hasta la fecha de hoy osea más de 1 mes que no tengo respuestas,cómo se llama eso? Estafa porque no me han devuelto nada de nada

Dear Cyber.bet Casino,

Unfortunately, as the player refutes the claims regarding their use of more than one account, we would need to see supporting evidence of the breach of terms and how an unfair advantage has been gained by the player in order to obtain a clear understanding of the situation.

As you have stated that you are unable to provide such information, we are unable to investigate any further and the case will be closed as 'unresolved'.

Dear Maria3832,

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 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.

In the meantime, I recommend you contact the Curacao Antillephone Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know how they responded (adam.m@casino.guru).

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

Kind regards,

Adam