CyberBingo Casino - La retirada del jugador está muy retrasada.

It's going on 2 months and I still haven't gotten my winnings. I just keep getting excuse after excuse as to why but it seems like Im just getting the run around.

Dear jessicadenomie,

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. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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

Hello thank you for taking my complaint. Yes, I have made withdrawals from this site many times over the past 15 years. Even winning their $10, 000 special game twice with no issues! I did not have an active bonus with these winnings and yes, I passed the verification process.... Otherwise I don't believe I would have made so many withdrawals in the last 15 years. Unless there is something new I don't know about that they are not telling me? But I haven't heard anything about that being a reason for the hold up?

Thank you for your reply, jessicadenomie. When did you make the last successful withdrawal and how long did it take to be processed? Did you use the same withdrawal method in the past?

Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Hello my last withdrawal was in July of last year with no issues..,. See attached...

Here is a screenshot of their latest response from February 19th...

Thank you very much, jessicadenomie, for your cooperation. I will now transfer your complaint to my colleague Dominika (dominika.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello jessicadenomie,

This is Dominika and from now on, I will be taking care of your complaint. I would like to invite Cyber Bingo Casino's representatives to join this discussion to resolve the issue. 

Dear Cyber Bingo Casino, could you please state the reason why the player's withdrawal has not yet been paid out and when can she expect the payment?

Thank you in advance for providing the information.

Kind regards,

Dominika

Casino.Guru

Thank you very much! 😃

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 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 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 Curaçao eGaming Authority (info@curacao-egaming.com, tech@curacao-egaming.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 (dominika.l@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Dominika

Casino.Guru

Dear jessicadenomie, we have received reopen request from the casino. Please find the details below.

"Dear jessicadenomie,

Apologies for delay in responding. I do have some good news for you, though.

Our accounting team has processed your payout today, and you should receive your withdrawal latest by March 13th.

The Accounts team will soon get in touch with you directly with the payment confirmation.

I once again apologize for the delays.

Best regards,

VG Team"

Could you please confirm once you have received the payment?

Oh that's great news! I will definitely let u know once payment is received! Thank you!

Hello! I have received the payment on March 12th .. I thank you for all of your help!!

Dear jessicadenomie,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Dominika

Casino.Guru

Dear Cyber Bingo Casino, we have received a reopen request from the player. Please find the details below.

"Hello! Remember me?

I was just here because I waited over 2 months for my check from cyber bingo for $2000. Well, I received it on March 12th and deposited it right away. Today, March 21st, I found out through my bank that the check is NO GOOD! It bounced! I sent them an email right away this morning about it and haven't heard from them yet. I would like to re-submit another complaint about them & their business practices."

Update.. They sent me an email advising me that my winning amount was credited back to my account and to withdrawl again in a different payment method because of some issue with the bank. So I did a wire transfer request this time. I will keep you updated....

Dear jessicadenomie,

Greetings!

I have an update from accounting team that your payout has been approved and will be sent this week.

The Accounts team will get in touch with you directly with payment confirmation.

I once again apologize for the delays.

Best regards,

VG Team

Dear jessicadenomie, could you please confirm once you have received the payment?

No payment was sent this week. I did send them an email asking what the issue was. A wire transfer is pretty simple and not that complicated. We'll see...

Hello jessicadenomie, thank you for the information.

Dear Cyber Bingo Casino, could you please state the reason why the player has not received the withdrawal and when can she expect the payment?

Dear jessicadenomie,

Greetings, and I apologize for this delay.

I have confirmed with our Accounting team, and they will be sending your payment this week and emailing you the payment confirmation.

Best regards,

VG Team

Dear jessicadenomie, do you have any updates regarding the withdrawal, please?

Yes, hi. I sent another email advising them that yet another week has gone by and still no payment has been made to me as they claim it would be AGAIN. They responded by stating their banks get audited and payments get held up. This is the same excuse given to me before. Before they wrote me a check that was no good and bounced that I waited 2 months for! Now how long is this supposed audit going to take again?! Ive been waiting for my money since January, it is now April! This is getting ridiculous, Ive never thought I would be dealing with a casino that's struggling with paying their player's winnings 😂 it's pretty sad really.

Dear jessicadenomie, thank you for the information.

Hello Cyber Bingo Casino, could you please state the reason why the player has not received the withdrawal and when can she expect the payment?

Dear jessicadenomie,

Greetings.

Kindly be assured that you will receive your payout in this week. We know it has been delayed a lot, however please be assured that you will receive it now in this week.

Thank you once again for your continued support and cooperation.

Best regards,

VG Team

You keep telling me it will "this week" but "this week" must be lost somewhere?! This type of business practice is what gives online casinos🎰 a bad rap Cyber Bingo! You hear that? A BAD RAP! I'd appreciate it if you could just stop the bull crap and pay me my money you owe me and be done with me! Because I'm not going to be leaving you alone about it!

Dear jessicadenomie, do you have any updates regarding the withdrawal, please?

No update.

I still haven't received my payment as they stated I was going to.

Dear Cyber Bingo Casino, can you please provide an update on the payment status? The player has been waiting for a long time to receive their withdrawal.

Dear jessicadenomie,

Greetings and apologies for such a long delay.

Unfortunately, and as mentioned earlier also, the delay is due to a problem with our partner bank. We are sincerely hoping that the issue will be fixed soon and that your payout will be sent in the coming week.

Best regards,

VG Team

Dear jessicadenomie,

Greetings.

We're pleased to inform you that your payment has been processed today, and shall reach you soon.

Thank you once again for your continued support and cooperation.

Best regards,

VG Team

Dear jessicadenomie, could you please confirm once you have received the payment?

Dear jessicadenomie,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello! Yes I finally received my money after 4 months of waiting⏳. Thank you very much for your help casino guru! 😃 thank you cyber bingo.

Dear jessicadenomie,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Dominika

Casino.Guru