I want to leave a complaint about a casino, which I just saw has a bad reputation for the same reason that I come here, yesterday on May 3 and after more than 2 weeks and after more than 3 attempts I was finally able to verify my account in its entirety, to which I made my first deposit for trust, to which it was already fully verified, then I played and won, what I won is not much but I wanted to withdraw and they ask me to verify my account again, the same day that I received the Complete verification email the same day they ask me to re-verify it, according to the address that I had already verified before, it is a joke to have to wait 1 full month to withdraw my money, my earnings and my deposit that remains in their hands, after After complaining so much, I agreed to upload my proof of address again and wait 3 more business days, what happens is that they will surely reject it because it is the same document that I uploaded and they had verified it, it is the only proof I can have Now that they reject it, what do I do for trusting this casino? I hope you can help me and solve this in a good way, oh and it should be remembered that customer service is terrible and I took a few screenshots so you can see it.

Les quiero dejar una queja sobre un casino,el cual acabo de ver tiene mala reputación por lo mismo que vengo acá,ayer con fecha del 3 de mayo y después de más de 2 semanas y después de más de 3 intentos por fin pude verificar mi cuenta en su totalidad,a lo que hice mi primer deposito por confianza a qué ya estaba verificado completo,entonces jugué y gane,no es mucho lo que gane pero quize retirar y me piden verificar mi cuenta nuevamente,el mismo día que me llegó el correo de verificación completa el mismo día me la piden re-verificar,según el domicilio que ya lo había verificado antes,es un chiste tener que esperar 1 mes completo para retirar mi dinero,mis ganancias y mi depósito que queda en sus manos,después de tanto reclamarle accedí denuevo a subir mi comprobante de domicilio nuevamente y volver a esperar 3 días más hábiles,lo que pasa es que seguro lo van a rechazar porque es el mismo documento que subí y lo habían verificado,es el único comprobante que puedo tener,ahora que lo rechazan que hago yo por confiar en este casino? Ojalá puedan ayudarme y resolver esto de buena manera,ah y cabe recordar que la atención al cliente es malísima y saque unos pantallazos para que lo vean.

Dear Ferna8624,

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 serious and licensed casinos takes KYC lightly.

• Do I understand correctly the proof of address seems to be causing issues for you?
• Could you please advise which document you submitted to the casino this time and on previous occasions?

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,

Tomas

The address was already verified sir, but even so they were able to do it again

El domicilio ya estaba verificado se?or, pero aún así me lo pudieron denuevo

Could you please forward your communication with the casino (emails and chat transcripts) to my email at [email protected]?

Could you please explain what type of documents you submitted to the casino in order to verify your address? Did the casino explain why they weren't accepted?

Hello casino guru, I just sent everything

But I tell you that from that date I verified my account again, that is, I verified it for the 2nd time and after a full week until Monday 05/08/2023 they finally verified my account again, the address they wanted so much, now I returned to deposit with them because they told me that it was just that and I could withdraw calmly, so I played and played and won and decided to withdraw my winnings last night around 00:15 AM and now I wake up and see that my withdrawal has been denied because I have to continue a link for a third verification, it is already the last straw gentlemen, how can you not withdraw a profit in peace, well the thing is that I leave this here and YES I will do the verification yes I will do the 3rd verification that the link asks me for but everything I am saying this here to have a backup from you, I will do the verification now and I should pass it because I will upload all the documents they ask for and the selfie, hopefully after that they will make me withdraw once and for all.

Hola casino gurú,acabo de enviar todo

Pero le comento que desde esa fecha volví a verificar mi cuenta otra vez,osea la verifique por 2da vez y después de una semana completa hasta el día lunes 08/05/2023 por fin verificaron nuevamente mi cuenta la dirección que tanto querían, ahora volví a depositar con ellos porque me dijeron que era solo eso y podría retirar tranquilo,así que jugué y jugué y gane y decidí retirar mis ganancias anoche como las 00:15 AM y ahora me despierto y veo que mi retiro ah Sido denegado porque debo seguir un enlace para una tercera verificación,ya es el colmo de colmo se?ores,cómo no se puede retirar tranquilo una ganancia,bueno la cosa es que acá dejo esto y SI haré la verificación si haré la 3era verificación que me pide en el enlace pero todo esto lo digo acá para tener un respaldo de ustedes,haré la verificación ahora y debería pasarla porque subiré todos los documentos que piden y la selfie,ojalá pasando eso me hagan mi retiro de una vez por todas.

Thank you very much, Ferna8624, for providing the necessary information. I will now transfer your complaint to my colleague Pavel ([email protected]) 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, Ferna8624!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Dear Client,

We regret to inform you that your account has been blocked due to evidence of multi-accounting and fraudulent activity, as well as abuse of our bonus offers. As stated in our terms and conditions, multi-accounting is strictly prohibited, and any instances of fraudulent activity will result in account suspension or termination.

We take these matters very seriously and adhere to industry standards when it comes to player safety and security. Our platform is designed to provide a fair and enjoyable gaming experience for all players. Any form of cheating or abuse of our bonus offers undermines the integrity of our platform and is not tolerated.

We suggest that you review our terms and conditions and seek clarification if needed. 

Thank you for your understanding.

Thank you for your response, Cyber.bet Team! For us to reject this complaint according to accusations, we need to have a proof that player has breached mentioned terms indeed. You can provide proof to my e-mail: [email protected]. Please, not, that, according to our policies, we do not share any information provided to us by casinos with players or other entities.

Please note that according to the Privacy policy we are not able to share confidential information with third parties.

Cyber.bet Team, I have sent you an e-mail. If there is no response in a week we will close this complaint as unresolved, which will decrease the casino rating. Thank you!