CyberBingo Casino - プレイヤーのアカウントは賞金獲得後に閉鎖されました。

Hi I have played this site for years. On the 26th of June 2025 I was receiving messages on the site saying I was being restricted from playing certain slots that I had won on. Then on the 27th of June I went to log in and couldn’t. It said to contact support. I went to support and then said I had to contact risk management so I did. I was told it was a routine thing and would take a few days. And asked for updated id which I sent. Then after many emails I told on the I was told on July the 12th that my account was banned and balance returned to zero and they would pay me $175 from my last deposit. They were saying it’s because Australia was restricted funny thing that wasn’t when I was losing and they kept taking my deposits. So I had one payout approved for 3k and another one pending for $3k and had $21,500 in my account as I won on slots. So looks like I’m getting nothing and now it shows Australians are banned. Just funny it all happened after I won all that money. I have screen shots of winning on slots and my account balance but I guess that means nothing now. And USA is also on the ban list along with Australia but USA can still access the site.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with CyberBingo Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please clarify how much the casino confiscated?
• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Have you managed to withdraw the deposit amount from the casino successfully already?
• Did you achieve your current balance with the help of a bonus?
• Could you please share the communication from the casino detailing the accusations made against you? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hi Thomas it’s been about 2 and a half years that I’ve played there. And no I wasn’t playing on bonus. All up the amount of money they wiped was 27,500. They blocked me getting into my account on the 27th of June. I have emails I’ll send you.

Hi Thomas yes I have had withdraws that I got. but some took 6 months but I did get paid.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Kubo ([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.

Thank you

Dear Blossom66,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from CyberBingo Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear CyberBingo Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons for the closure/blocking of the player's account? Your detailed insight will help us proceed with a fair and informed resolution.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Hi kubo, no updates apart from they refunded my last 4 payouts 3 were $25 and $100.. my accounts fully closed the $21,500 that was in my bingo account and I have one $3k payout approved and one $3k was pending at time of my account being closed. I have also heard from a few USA players saying their accounts are now with risk management as well but it can’t be for their country being restricted as there are still players from the USA still able to access and play. These players are also waiting on payouts. I did message accounting to ask when my payout would be received. This was the response from the 22nd of July

Hi [redacted by Casino Guru],

Hope you are well.

Kindly bear with us as we contacted our processor to get a timeline on when they are planning to send your payment, and we will let you know as soon as they advise us. As we haven’t received any reply yet, we are chasing them with urgency as we completely understand your concern. 

Should you require any further assistance, please do not hesitate to contact us back.

Kind regards,

CyberBingo.com

Accounting

kudo And this was from the 17th July

It’s so funny because I’ve spoken with another site I’ve started playing and they still take Australians as long as cash outs are thru bitcoin. So does this go for USA players as well then. Since they are on the ban list as well. 

On Thu, 17 Jul 2025 at 10:51 pm, <[email protected]> wrote:

Hello [redacted by Casino Guru],

We fully understand your frustration and sincerely regret the disappointment this situation has caused. Please allow us to provide further clarification.

The delay and ultimate inability to process your payout has been directly impacted by updated regulatory restrictions that now prohibit the offering of online gambling services in your jurisdiction, specifically under revised legal frameworks affecting Australia. 

Due to these legal changes, all related transactions, including deposits and winnings, are now considered non-compliant under current legislation. Furthermore, no licensed or compliant payment processors are permitted to facilitate gambling-related transactions within your jurisdiction, effectively preventing us from lawfully fulfilling your payout request.

It was never our intention to disrupt your experience or lead to this outcome. However, we are obligated to operate in full compliance with the law, and within the limits of what is legally permissible, we were able to issue a refund of your most recent deposits, made possible because the transaction was flagged in accordance with current regulations. If there were any lawful alternatives available to us, we would gladly pursue them, but at this time, none exist.

We remain committed to transparency and are here to assist however we can within the scope of regulatory compliance.

Best regards,

CyberBingo.com

Risk Management Department

kudo all I would like to say about all this is I wish I never won on the slots. Cyber was more for me to talk with the cms and players as they were a big part of my life. After my mum passed a few years ago and after my daughter started having seizures and health issues they became my support. And to have that just taken away with no warning is the hardest part of all this. And when did the laws changes in the last month. I can’t find anything apart from back in 2017. They could have come to me and said they weren’t willing to honour my winnings and we could have come to a compromise. It’s the lack of them communicating that’s the frustrating part they do nothing but dodge my questions. Why send me a message saying they needed my updated licence then next day your accounts been closed. I was the only Australian that played there. I don’t know what else to say apart from it’s left me heart broken and it’s not because of the money it’s the loss of my friends. Thanks for taking the time to read my rant. Kind regards [redacted by Casino Guru]

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.

ok thanks doubt they will but thanks for trying.

Dear Blossom66,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

Unfortunately, since the casino is regulated by the Curaçao Gaming Control Board (GCB) - also referred to as the Curaçao Gaming Authority (CGA) - there is currently no formal process for handling individual player complaints. The GCB has publicly stated that it does not have the authority to mediate disputes or arbitrate between players and operators, and therefore cannot order compensation or provide binding resolutions.

However, the GCB has also acknowledged that player complaints are valuable in identifying potential breaches of licensing obligations. They are actively working on implementing measures to address such matters more effectively in the future. For this reason, it is still worth submitting your complaint through their official contact form or by sending an email to their address at [email protected].

Please make sure to include the name of the casino’s operator in your submission, as omitting this information may result in the complaint being disregarded.

You can find further guidance on submitting complaints to regulators on this link.

If you need help preparing your complaint or receive a response from the regulator, feel free to contact me at [email protected].

I'm truly sorry I couldn't offer a more favorable resolution in this case.

Best regards,

Kubo