Cybet Casino - Средствата на играча се конфискуват.

English:

Hello Casino Guru Team,

I would like to file a complaint against this casino because I believe they are unfairly withholding my funds.

I have deposited more than USD 750 in total on this platform. I have only made one withdrawal of USD 40, and my account still has a remaining balance of approximately USD 450. However, the casino is refusing to process my withdrawal and has not provided any clear reason.

They requested KYC verification from me, and I have already submitted the required KYC documents. However, they are now claiming that they did not receive my documents, which is not true. I can provide evidence showing that I sent the documents as requested.

I only placed two bets on this platform in total, and I am certain that I did not violate any terms or conditions. There was no bonus abuse, no multiple-account abuse, and no suspicious betting activity from my side.

Despite this, the casino is refusing to release my remaining balance and is not giving me a valid explanation. In my opinion, this behavior looks like a deliberate attempt to confiscate my money without justification.

I am requesting Casino Guru’s assistance to help me recover my funds. I want the casino to return my remaining balance of approximately USD 450.

Thank you.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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 and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Attila

Yes, I submitted my KYC documents on June 14, including a selfie and a photo of my ID document.

However, the casino claims that they did not receive my documents and continues to refuse my withdrawal. I sent the documents as requested, so I do not understand why they keep saying they have not received them.

I have reason to believe that they are intentionally delaying the process, especially because I previously had an unpleasant experience with them.

Please help me look into this matter. Thank you.

Hi there,

We would like to clarify that, despite the user's statement that the KYC documents were submitted on June 14, our records show that we have not received any KYC documents from the email address registered to his account. As a result, we have been unable to begin the verification process required to review your withdrawal.

To help us investigate this matter, we kindly ask the user to send us a screenshot showing the email used to submit the KYC documents, including the recipient email address, date sent, and any attachments included. Please send this screenshot to our official support email so that we can verify the submission and locate the documents if they were sent successfully.

We would also like to emphasize that there is no intention to delay the withdrawal. KYC verification can only proceed once the required documents have been received and reviewed. We remain ready to assist and will prioritize the review as soon as proof of submission or the requested documents are provided. Thank you!

I would like to make it clear that I already completed the KYC submission. After that, following your team’s instructions, I was even added to your issue group, where I sent the KYC documents again to your colleague Enzo.

However, after I sent the documents, Enzo removed me from the group. This is completely unreasonable and extremely difficult to understand.

At this point, I only want my money returned to me. I have already wasted a lot of time and energy on this matter.

I also want to point out that your team previously tried to persuade me to delete my genuine review on Trustpilot about my real experience with your platform. This behavior is unacceptable and very disappointing.

Please stop delaying this matter and return my funds.

Dear Cybet Casino Team, thank you for the additional information.

Dear Player,

Thank you for your reply. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support?

You can send the information to my email address: [email protected].

Additionally, what email address did you use to register at this casino? Have you used the same email address for your KYC submissions?

Thank you very much for your patience and cooperation.

Dear CYSCAM,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru