CBet Casino - プレーヤーの出金のためのロールオーバー要件が増加しました。

Dear Sir/Madam,

I'm writing to inform you about a recent issue that occurred.

I received a 100% bonus and 25 free spins.

I then tried to withdraw the balance of the bonus, but was required to wager a total of $15,000 first.

After using the 25 free spins, I played $300 with a bet of $10 in Sweet Bonanza. Fortunately, or so I thought, the game started a free round and I won $700.

After winning in the free games, I went to the withdrawal section to check if the amount I had to wager to withdraw had decreased. To my surprise, instead of having to wager $15,000, the amount had increased to $17,700. I contacted the support team but they were unable to help. They simply told me to keep playing. I have done some research and found that they have a mechanism in place that adds any suspicious bets to the rollover requirement for withdrawal. However, I can attest that there is nothing suspicious about a $10 slot bet. What I also found is that any winnings from the slot game are added to this rollover for withdrawal, preventing me from withdrawing my money. There is no phone number, email address, or any way to file a complaint to recover the money. Although it is not a large amount, I find this to be unfair. I kindly request your assistance. Thank you very much.

Estimados.

Paso a comentar lo sucedido.

y obtuve la bonificacion del 100% y 25 Fs.

Y el saldo del bono intente efectuar un retiro. El cual para retirar me pedia que apostara un total de 15.000$.

Luego de utilizar los 25 Fs, jugue 300$ con un bet de $ 10 en sweet bonanza. Afortunadamente (creia yo) me abrio Juegos gratis y me pago $700.

Despues de ganar en los juegos gratis me fui a la seccion de retiro para ver si el saldo que tenia que apostar para retirar había disminuido y me encontre de que ahora en vez de apostar 15.000$, tenia que apostar 17.700$. Me comunique con el soporte y no me supieron ayudar. Sino me dijieron que tenia que seguir jugando. Estuve investigando y tienen un mecanismo de que si encuentrar una apuesta sospechosa, esta misma se le sumara al rollover para poder retirar. Lo cual no tiene nada de sospechoso apostar $10 en un slot. Lo que pude ver es que toda ganancia que saques del slot, se te va a sumar al rollover de retiro para asi no poder retirar el dinero. No hay Numero, ni mail ni un lugar para poder hacer un reclamo para poder recuperar el dinero, no es mucho. Pero.me parece injusto. Por favor solicito ayuda. Muchas gracias

Dear fxthcc277,

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 which exact bonus you redeemed and played?
• Was it your first redeemed bonus in this casino?
• Have you saved any supporting evidence demonstrating the wagering increase?

Please forward any relevant communication to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Sorry, the first part was not understood.

Before making a deposit, I did all the necessary verifications, then made the deposit of $5000 and activated the 100% welcome bonus.

• Could you tell us which exact bonus you redeemed and played?

THE BONUS I GOT WAS THE WELCOME BONUS, 100% OF THE DEPOSIT.

•Was it your first bonus redeemed at this casino?

IT WAS THE ONLY AND FIRST BONUS REDEEMED IN C BET. (I WANT TO CLARIFY THAT THIS HAPPENED ON 9/23/2023 AT 00:58)

•Have you kept any supporting evidence to prove the increase in the bet?

YEAH. I HAVE THE EVIDENCE I will immediately send it to you by email.

Disculpen, la primera parte no se entendio.

Antes de hacer un deposito, hice toda las verificaciones que correspondia, luego efectue el deposito de $5000 y active el bono de bienvenida del 100%.

• ¿Podría indicarnos qué bono exacto canjeó y jugó?

EL BONO QUE OBTUVE FUE EL DE BIENVENIDA, DEL 100% DEL DEPOSITO.

•¿Fue su primer bono canjeado en este casino?

FUE EL UNICO Y PRIMER BONO CANJEADO EN C BET. (QUIERO ACLARAR QUE ESTO SUCEDIO EL DIA 23/9/2023 A LAS 00:58 )

•¿Ha guardado alguna evidencia de respaldo que demuestre el aumento de la apuesta?

SI. TENGO LAS EVIDENCIAS enseguida se las envio al mail.

Thank you very much, fxthcc277, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of CBet Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello fxthcc277,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

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’ which may negatively affect its rating.

I ask for even a compensation, for the time lost in addition to not being able to withdraw it later, like every game I lost the entire amount of my deposit when I could have withdrawn with profits.!

Pido aunque sea una recompasacion, por el tiempo perdido ademas de no poder retirarlo luego, como todo juego perdi el total de mi deposito cuando pude haber retirado con ganancias.!

Unfortunately, the casino is unresponsive, preventing us from conducting further investigation. Your experience would only be logical if you had taken a sports bonus or a bonus for live games. Can you recall which bonus you had taken?

Yes the welcome bonus. That said I had to do a rollover. as explained above and in the photos. Every time he played, more points were added to the rollover, instead of subtracting

Si la de welcome bonus. Que decia que tenia que hacer un rollover. como explique anteriormente y en las fotos. cada vez que jugaba se sumaba mas puntos al rollover, en vez de restar

I attempted to reach the casino representative through Skype, so please remain patient.

He is already king. 1 month and 0 responses. Shit, that casino would have to restrict it. The truth is a shame.

Ya esta rey. 1 mes y 0 respuestas. una mierda el casino ese tendrian q restringirlo. la verdad una verguenza.

We're in the same boat. I reached out to the casino representative to assist in setting up an account on our website, and he promised that they would respond to the complaints.

And here we are. I hope you don't mind if I close this case as unresolved. Maybe when the safety index of the casino drops, they will start responding.