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Good afternoon, yesterday I managed to accumulate $300000 in my account after making a considerable profit from roulette, hence I decided to withdraw $25000. That transaction was pending and today when I attempted to log into my account to check its status, I found that I couldn't. Consequently, I contacted the casino's customer service to inquire about what had transpired. They responded by informing me that my account has been permanently blocked because of suspicious activity and that I am unable to create another account or recover the old one. However, I didn't violate any rules and played normally, and they didn't give me a concrete explanation as to what specifically caused the issue. This leaves me to speculate that they blocked me from withdrawing my winnings so that they wouldn't lose that money.

Buenas tardes, en el día de ayer llegué a acumular $300000 en mi cuenta ya que obtuve una gran ganancia en la ruleta, por lo cual decidí hacer un retiro de $25000, el mismo quedó en proceso y hoy cuando quise ingresar de nuevo en mi cuenta para corroborar como iba me encuentro con que no puedo, entonces me contacté con el servicio del casino para consultar que sucedió a lo cual me respondieron que mi cuenta está bloqueada permanentemente debido a una actividad sospechosa y que no voy a poder volver a crearme otra cuenta ni recuperar la misma. Pero yo no imcumplí ninguna norma y jugué normalmente, y no me dieron una respuesta de que es lo que pasó concretamente, por lo que termino suponiendo que me bloqueran por querer retirar mis ganancias para no perder ese dinero ellos.

Dear cossoangel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Regrettably, we've encountered numerous comparable complaints over the past few days. We remain optimistic that the casino will promptly attend to this matter, though, at present, it appears they have chosen to adopt a No Reaction Policy.

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

Have you been advised why you can't withdraw your funds?

Do I understand correctly that no bonus has been activated when placing your last deposit?

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

Thank you in advance for your reply.

Best regards,

Petronela

Dear cossoangel,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.

We've reopened this complaint as per the casino's request. We would like to be involved to give this case one more chance to get resolved and help both parties to reach a satisfactory conclusion.

Player's additional comments:

Good afternoon, I apologize for not responding, it was because I did not receive notifications of any of your responses, but in reference to the questions they asked me, the casino argued that there were suspicious activities and nothing more, and no, it had not been activated or active no bonus

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Player's additional comments:

Buenas tardes, pido disculpas por no responder, fue debido a que no me llegaron notificaciones de ninguna de sus respuestas, pero en referencia a las preguntas que me hicieron el casino argumentó que había actividades sospechosas y nada más, y no, no tenía activado ni activo ningún bono

Dear cossoangel,

Unfortunately, I would like to inform you that since this casino has 15+ cases closed as "No Reaction Policy" 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.

Regrettably, it seems to be a common practice of CBet Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.

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 have died as the complaints grew in numbers. We strictly recommend staying away from this casino. I wish I could be of more help.

The casino can reopen this complaint anytime.