They locked m account after i won 992 Euros. I send all the required documents to verify my account. First, a winning of 300 euros, there was no problem to withdraw the money, after i verified m account. Aftery i won 992 euros. They asked me for a selfie with ID and newspaper of the day. I send it. After that they blocked my account and don't answer my questions (email). In the Live-Chat they won't help me. What can I do?

Dear Xpert,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please clarify when exactly did you notice that access to your account has been blocked? Have you accumulated your winnings with or without an active bonus?

Also, do I understand correctly that you’ve previously made 1 successful withdrawal?

Please, send me all the relevant communication between you and the casino so we can gather as much information as possible about the case. My email address is [email protected].

Looking forward to hearing from you.

Best regards,

Kristina

Thank you very much Xpert for your email. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Additionally, I would like to ask you to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. Your cooperation in this matter is highly appreciated. 

Hello Xpert,

I looked at your complaint and will do my best to help you. I would like to invite Cyber.bet Casino into this conversation. Casino, can you please specify why did you block the player’s account?

We would like to ask the Cyber.bet 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: [email protected]

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.