Good day. I have opened an account in this Casino on June 8th. I have won a few Euros. On June 14, at the time of withdrawal, they ask me to verify the account. I sent my documents, and on June 20, I received an email from Cyberbet that the verification was successful. However, they then asked me for a photo holding my ID along with a current newspaper. I have sent it, but so far they have never answered me (8 days have passed). The only answer that the live chat gives me is that "I have to wait". Could you help me?

Thank you

Buen dia. He abierto una cuenta en este Casino el dia 8 de Junio. He ganado unos Euros. El dia 14 de Junio, al momento de retirar, me piden verificar la cuenta. Envio mis documentos, y el dia 20 de Junio, recibi un mail desde Cyberbet que la verificacion fue existosa. No obstante, luego me pidieron una foto sosteniendo mi ID junto con un periodico actual. La he enviado, pero hasta el momento nunca me respondieron (Ya pasaron 8 dias). La unica respuesta que me da el chat en vivo es que "debo esperar". Podrian uds ayudarme?

Gracias

Dear jujudelavida,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Was your selfie approved and verified already?

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

Hello Petrona. Thanks for your reply. I know that the KYC process is very important. My selfie hasn't been verified yet, I'm waiting for that. But I have been trying to finish the verification process for more than 15 business days. Therefore, I understand that a more than important time has elapsed.

Hola Petronela. Gracias por su respuesta. Se que el proceso de KYC es algo muy importante. Mi selfie aún no ha sido verificada , estoy a la espera de eso. Pero estoy desde hace más de 15 días hábiles tratando de terminar el proceso de verificación . Por lo cual, entiendo que ha transcurrido un tiempo más que importante.

Hello. My account was verified today. But now they put a condition on me to withdraw the winnings. They force me to bet the total of my balance. It should be clarified that I have not acquired any bonus or promotion. I have only deposited, played and won. Honestly, I already think this house is a scam.

Hola. Hoy me han verificado la cuenta. Pero ahora me impusieron una condición para retirar las ganancias. Me obligan a apostar el total de mi saldo. Cabe aclarar que yo no he adquirido ningún bono o promoción. Solo he depositado, jugado y ganado. Sinceramente ya creo q es una estafa esta casa

Dear jujudelavida,

Mandatory real money wagering has been introduced by the AML (Anti-Money Laundering) Regulations for Gaming and Gambling Industry and is usually set by the Licensing Authority. All the serious and licensed casinos have to comply and follow these policies.

I have checked the general terms and conditions, and this is what I found (here):

"7.14. If the Client wishes to withdraw funds deposited in his/her account before having wagered respective funds in any game or sports betting offer, Cyber.bet reserves the right to refuse the Client to withdraw such deposited funds until part or the entirety of the deposited funds have first been wagered."

Please let me know if this advice was helpful. Thank you in advance for your reply.

Good day. Before requesting the withdrawal, I had wagered the entirety of my deposit

Buen día. Antes de pedir el retiro, yo había apostado la totalidad de mi depósito

Thank you very much, jujudelavida, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas ([email protected]) 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.  

Hello jujudelavida,

I will assist you with the complaint from now on. I would like to ask the representatives of Cyber.bet Casino to join the discussion in order to help us resolve the issue.

Cyber.Bet Casino,

Could you explain if prior to the withdrawal request, the wagering requirements were fulfilled? Why is jujudelavida asked to complete additional wagering of her casino balance?

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’.

Hello.

This user makes bets on sports events, not a casino.

Based on his activity, we have made a decision to add an additional wagering requirement before the withdrawal option will be opened.

The user was informed about that.

At the moment wager was completed and the withdrawal was processed successfully.

Hello,

thanks for the explanation to Cyber.bet team.

jujudelavida,

Could you please confirm if you were able to withdraw from Cyber.bet successfully? Is the issue resolved?

Dear jujudelavida,

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

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions. The player can reopen this complaint anytime.