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They falsely accuse me of having created several accounts and they block my account without proof and without prior notice. Previously, I would have made about 10 withdrawals to my account without any problem, but just when I win a large amount for me, which is 1,000,000 CLP, they told me They block the account falsely accusing me, because right now, it's where they don't want to lose and only win, I repeat my complaint, they accuse me of creating several accounts, they ask for identity document, address and apart from that they asked me for a selfie photo with my ID identity and a newspaper with the current date of when I took the photo, I sent it as they told me and still they blocked my account with my earnings and no bonus money, only what I deposited, they falsely accuse me and I have seen that several users They have the same complaint from several countries and it has happened to them in the same way, now the casino has no losses, only profits because that is their method, when they see that someone wins a lot, they block you without warning and without proof and nobody shows their faces,c obards!

Me acusan falsamente de tener varias cuentas creadas y me bloquean la cuenta sin pruebas y sin aviso previo, anteriormente habría hecho unos 10 retiros a mi cuenta sin ningún problema,pero justo cuando gane una cantidad grande para mi que es 1.000.000 CLP ellos me bloquean la cuenta acusandome falsamente,porque justo ahora,es donde no quieren perder y solo ganar,repito mi queja,me acusan de crear varias cuentas,piden documento de identidad,de dirección y aparte de eso me pidieron una foto selfie con mi documento de identidad y un periodico con la fecha actual de cuando me saque la foto,la envié como me dijeron y aún así me bloquearon mi cuenta con mis ganancias y sin dinero de bono,solo lo que deposite,me acusan falsamente y eh visto que varios usuarios de varios países tienen la misma queja y les ha pasado de la misma forma,ahora el casino no tiene perdidas solo ganancias porque así es su método,cuando ven que alguien gana harto te bloquean sin aviso y sin pruebas y nadie da la cara,cobardes!

Dear Gonz3832,

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 when exactly you received your last successful withdrawal? Do I understand correctly that you did not activate any bonuses?

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

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, I'm from Chile, I think there was a small error 😅 but it's a detail, well I'll tell you that the last withdrawal was on December 2, after that they denied me the withdrawal several times (approximately 7 times) it's bad, terrible Chat attention, all the chat agents always gave the same stupid answer that I have to wait, that I try again, that it is an external problem to them that I keep waiting, that they are going to take my retirement as a priority and nothing like that It happened, in short, when I wanted to try to make the last withdrawal, they blocked my account, falsely accusing me of having created several accounts, I asked why they ask for an identity document, address and a re-verification if they are going to block my account equally and falsely accused of creating several accounts, everything suggests that it was for the fact that he won a good amount of money for me (1,000,000 CLP) I won it without any bonus, he suggests that this bothered him and they do not want to have losses, they just they want to fill their bowls chairs with foreign money, they talk and fill their mouths saying that it is a safe casino, that they take good care of you, don't worry, there will be no problem withdrawing your winnings, everything was going so well, I would have made about 7 withdrawals before without problems ,because just when I earn a good amount of money they decide to put me in trouble and hinder me and block me without giving arguments and proof that they tell the truth in which it is impossible for me to have more than one account

Hola,soy de chile,creo que hubo un pequeño error 😅 pero es un detalle,bueno le comento que el último retiro fue el 2 de diciembre,después de eso me denegaron el retiro varias veces(unas 7 veces aproximadamente) es mala,pésima la atención por chat,siempre todos los agentes del chat daban la misma respuesta tontas de que tengo que esperar,que intente denuevo,que es un problema externo a ellos que siga esperando,que lo van a tomar como prioridad mi retiro y nada de eso sucedió,en fin cuando quize intentar hacer el último retiro me bloquean la cuenta acusandome falsamente de haber creado varias cuentas,yo me preguntó porque piden entiendes documento de identidad,de domicilio y una re-verificacion si me van a bloquear la cuenta igual y falsamente acusado de crear varias cuentas,todo da a entender que fue por el hecho de ganar una buena cantidad de dinero para mí (1.000.000 CLP) lo gane sin ningún bono,da a entender que eso le molestó y no quieren tener perdidas,solo quieren llenarse los bolsillos con dinero ageno,ellos hablan y se llenan la boca hablando que es un casino seguro,que te atienden bien,que no se preocupe que no habrá problema en retirar tus ganancias,todo iba tan bien,habría hecho unos 7 retiros anteriormente sin problemas,porque justo cuando gane una buena cantidad de dinero deciden ponerme problemas y trabas y me bloquean sin dar argumentos y pruebas de que ellos dicen la verdad en la cual es imposible que tenga más de una cuenta

Now so that you can see how terrible the attention is, I don't know how they will do it or how they did it, but they leave me the live chat all the time that I am in the queue due to the lack of an attention number, but hours go by and it does not change the attention number, try to talk to the chat with another email that I have and there if it works well and the chat agents are operative, they are doing their best not to respond to anything of mine

Ahora para que vean lo pésimo que es la atención,nose cómo lo harán o como lo hicieron pero el chat en vivo me lo dejan todo el rato que estoy en la cola a falta de un número de atención,pero pasan las horas y no cambia el número de atención,intente hablar al chat con otro correo que tengo y ahí si funciona bien y están operativos los agentes del chat,están haciendo lo posible para no responder a nada mio

Thank you very much for your reply, Gonz3832. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Gonz3832,

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.

Yes, I already sent everything to Kristina, all the screenshots I could take since they deleted most of the conversations in the chat

Si ya envié todo al correo Kristina,todo los pantallazos que pude sacar ya que borraron la mayoría de conversaciones en el chat

Thank you very much, Gonz3832, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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.  

Hi Gonz3832,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Cyber.bet Casino to the conversation to participate in the resolution of this complaint.

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.

It was to be expected the same response to everyone, with reason such a bad reputation

Era de esperarse misma respuesta a todos,con razón tan mala reputación

Dear Cyber.bet Casino team,

We at Casino.guru always try to look at the overall fairness of the situation and that is why I would like to ask you for additional information. IP match can be a good indicator but it doesn't always mean that a player opened multiple accounts. Are there any other details matching? Like e.g. DOB, address, email address? Did the players take bonuses in all cases? What was their unfair advantage? You can send all relevant evidence to my email address (peter.m@casino.guru).

Hi, team!

In addition to the above information, we would like to add the following:

As a trusted casino and betting platform, we value our customers and their privacy. We are not prepared to distribute personal information about our users to third parties.

However, in the course of investigating the activity of the current user, we identified a fraud scheme and stopped it.

The basis was the following:

The users involved in the fraudulent scheme used the same devices to enter the casino site.

They also used bonuses on deposits to increase profits.

Similar gaming behavior was identified namely, bets, games, and withdrawal methods.

We blocked the withdrawal of funds on one account and then the withdrawal request was created sequentially on another account.

The user who initiated the current complaint managed to withdraw funds in an amount exceeding the sum of all deposits. At the moment, his gaming account is permanently blocked. We have no grounds for paying out funds received fraudulently.

Thank you Cyber.bet Casino team for your reply. These are serious accusations and suggest that the casino acted correctly, however, we need evidence to support these claims.

All available information regarding this case was provided earlier, no internal or personal data will be shared with third parties.

Far but far the worst casino of all, I saw several complaints from the same casino and in all the responses they are the same and in the end they do everything possible to not pay your winnings and they keep the money from your deposits, do you think it is fair? It is not fair because for the millionth time I have not opened any other account, for some reason they ask to verify the account, they asked me to verify it 3 times and it is not enough, now it is a waste of time with this casino, since not even the emails will return you

Lejos pero lejos el peor casino de todos,Vi varias quejas del mismo casino y en todas las respuestas son iguales y al final hacen todo lo posible para no pagar tus ganancias y se quedan con el dinero de tus depósitos,creen que es justo? No es justo porque por millonesima vez yo no eh abierto ninguna otra cuenta,por algo piden verificar la cuenta,me pidieron verificarla 3 veces y no les basto, ahora es perder el tiempo con este casino,ya que ni los correos te devuelven

Dear Gonz3832,

Since the casino refused to provide evidence to support its claims, I’m afraid, there is not much that can be done to make some progress here. I will mark the complaint "unresolved" in our system. I understand this isn't 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 reconsider, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority out there but it has more options and tools to help players. Let me know how they responded (peter.m@casino.guru). I wish I could be of more help.

Best regards

Peter