Cyber.bet Casino - プレーヤーがアカウントの確認を完了するのに苦労しています。

Hello. At first I liked the casino, attractive games, bonus reloads every week, I got carried away and lost a total of approximately BRL 30,000 on several deposits.

When I finally managed to make an amount to withdraw (BRL 24,000) the problems started. With the account already verified, I requested the maximum withdrawal at a time of R$ 5,000. I received a new verification request, I sent it, it was declined, I sent it again, it was declined, and the last time I sent it perfectly, and no one answers me anymore. It's been more than a month since I've been trying to check to get it. I currently increased my earnings and the balance is BRL 68,000, and the account is still locked.

I find it extremely frustrating to win a game of chance, which is extremely difficult, and then have that kind of headache.

Everything I asked for was sent. Whatever you need to send, if it's within my reach, I'll send it. I just need you to resolve my situation, pay my earnings and stop this nonsense!

Olá. A princípio gostei do cassino, jogos atrativos, bônus de recargas toda semana, nisso me empolguei e perdi um total de aproximadamente BRL 30.000 em vários depósitos.

Quando finalmente consegui fazer um montante para sacar (BRL 24.000) começou os problemas. Com a conta já verificada, solicitei o saque máximo por vez de R$ 5.000. recebi uma nova solicitação de verificação, enviei, foi recusada, enviei de novo, recusado, e na última vez enviei perfeitamente, e ninguém me responde mais. Já faz mais de mês que tô tentando verificar para conseguir sacar. Atualmente aumentei meus ganhos e o saldo está em BRL 68.000, e a conta continua travada.

Acho extremamente frustrante ganhar num jogo de azar, que é extremamente difícil, e aí ter esse tipo de dor de cabeça.

Tudo que me foi solicitado foi enviado. O que precisar enviar, se estiver ao meu alcance, eu envio. Só preciso que resolvam a minha situação, paguem meus ganhos e parem com essa enrolação!

Dear marcaopele,

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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

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,

Petronela

At first I sent the traditional documents that the house asks for (document and proof of address). In my withdrawal, an additional verification was requested (I was holding the newspaper of the day with the document), I already sent it 3 times, including the last one, there is no way to say that the photo does not match what was requested. The problem is the delay to verify.

A princípio enviei os documentos tradicionais que a casa pede (documento e comprovante de endereço). No meu saque, foi pedido uma verificação adicional (eu segurando o jornal do dia com o documento), ja enviei 3x inclusive, a última não tem como dizer que a foto não condiz com o que foi pedido. O problema é a demora pra verificar.

Thank you very much, marcaopele, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear marcaopele,

I am so sorry to hear your account has not yet been verified. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a representative to join this conversation and participate in the resolution of this complaint.

Dear Cyber.bet Casino,

Could you please state why the player's withdrawal account has not yet been verified?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello there!

Marcos, your documents have been verified now, you can make a withdrawal request.

Don't hesitate to contact our support before creating a complaint, please.

Dear marcaopele,

Did you manage to request a withdrawal?

I am looking forward to your response.

Kind regards,

Stefan

Finally Cyber.bet verified the account. I managed to request the first withdrawal yesterday (it hasn't been paid yet, but it's already an important first step). I hope I don't have any more problems with the house from here on out.

Thanks to Cyber.bet bookmaker and Casino Guru for solving the problem! 👍

Finalmente a Cyber.bet verificou a conta. Consegui solicitar o primeiro saque ontem (ainda não foi pago, mas já é um primeiro passo importante). Espero não ter mais problemas com a casa a partir daqui.

Obrigado a casa de aposta Cyber.bet e ao Casino Guru pela resolução do problema! 👍

Dear marcaopele,

Please let me know once you receive the payment. Thank you very much in advance.

I am looking forward to your response.

Kind regards,

Stefan

Dear marcaopele,

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.

The house gives a deadline of 3 working days for withdrawals, on the 8th day I opened a complaint by email and they said it would be completed this week (between yesterday [26] and today [27]).

Yesterday I received the automatic email that the withdrawal was forwarding, the withdrawal amount even left the bookmaker's account, but today when I woke up I saw that the withdrawal was refunded and cancelled. That is, 10 days waiting for nothing.

I don't know what happened, but in anticipation of a quick resolution, I sent this email to Cyber.bet. I hope they have common sense and resolve quickly:

Email:

"Hello! I waited 10 days (more than the 3 business days promised) for the withdrawal of BRL 5,000, I even received an email yesterday that the money was being forwarded and today it was refunded. hahahaha

I don't know what happened, but I requested the same withdrawal now (id 567011), I would like to know if you guys can't speed it up this time. Having to wait another week is a joke, right...

Thanks for listening"

A casa dá um prazo de 3 dias úteis para as retiradas, no 8o dia abri uma reclamação por email e disseram que ia ser concretizado essa semana ainda (entre ontem [26] e hoje [27]).

Ontem recebi o e-mail automático que o saque estava encaminhando, o valor da saque até saiu da conta da casa de aposta, mas hoje ao acordar vi que o saque foi reembolsado e cancelado. Ou seja, 10 dias esperando por nada.

Não sei o que aconteceu, mas na expectativa de uma resolução rápida, enviei esse e-mail para a Cyber.bet. Espero que eles tenham bom senso e resolvam de forma rápida:

Email:

"Olá! Aguardei 10 dias (mais do que os 3 dias úteis prometidos) a retirada de R$ 5.000, cheguei até receber email ontem que o dinheiro estava sendo encaminhado e hoje reembolsou. já fiz até a dívida aguardando que cairia ainda hoje essa retirada kkkk

Não sei o que aconteceu, mas eu solicitei de novo o mesmo saque agora (id 567011), gostaria de saber se vcs não conseguem agilizar dessa vez. Ter que esperar mais uma semana é sacanagem né...

Obrigado pela atenção"

Hi, Marcos.

Your payment has been processed successfully today.

Updating: this time Cyber.bet was more than efficient and already solved it: I just received the first withdrawal of R$ 5,000.

Thank you all!

Atualizando: dessa vez a Cyber.bet foi mais do que eficiente e já resolveu: acabei de receber o primeiro saque de R$ 5.000.

Obrigado a todos!

Dear marcaopele,

Please let me know once you receive the next payment.

Thank you very much in advance.

Kind regards,

Stefan

"Don't hesitate to contact our support before making a complaint, please." That was the phrase from cyberbet support here at Guru at the beginning of this complaint.

But then I try to talk to the support, the support is shallow and cold. 14 days after the request for the last withdrawal, I ask about the withdrawal, they say that they have no information or that they have nothing to do but wait. There is no concrete answer where they at least try to solve the problem.

Anyway, I'm still waiting...

"Não hesite em entrar em contato com nosso suporte antes de fazer uma reclamação, por favor." Essa foi a frase do suporte da cyberbet aqui no Guru no início dessa reclamação.

Mas aí eu tento falar com o suporte, o suporte é raso e frio. 14 dias da solicitação do último saque, pergunto sobre o saque, eles dizem que não tem informação ou que não tem o que fazer além de esperar. Não há uma resposta concreta onde ao menos eles tentem solucionar o problema.

Enfim, continuo no aguardo...

Dear Cyber.bet Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello, all!

All payments from our clients are processed in the order of the line.

Your payment is on its way to being processed.

At the moment we still need time to complete your payment.

We highly appreciate your patience and understanding. 

There are terms of the service, regarding the case:

7.7. Deposit of funds to the Client’s account can take from 1 minute to 3 business days, depending on the payment system or financial institution, used by the Client. Cyber.bet reserves the right to change the limits and the term of withdrawal.

7.8. Cyber.bet does not charge additional fees for deposits and primary withdrawals from the Client’s account, however, the Client can be charged a service fee for repeated and following withdrawals. The Client should note that the payment provider may charge him/her a fee for the relevant service.

7.9. Cyber.bet reserves the right to charge a reasonable commission on any currency exchange, performed on the Site, provided that an adequate level of gambling has not occurred and the Client is considered to abuse the Service to make profits on fluctuations in the exchange rate.

7.10. The Client consents, upon a separate request from the Service, to provide Cyber.bet with additional details regarding the deposits made by the Client.

7.11. Cyber.bet uses all reasonable efforts to meet the Client’s request regarding payment method and payment currency of withdrawal.

Yet, Cyber.bet relieves itself from responsibility to guarantee that the funds, withdrawn by the Client from his/her account will be transferred to the Client by the same payment method and in the same currency as they were initially deposited to the Client’s account or as otherwise requested by the Client.

Cyber.bet reserves the right to proceed with a payment method different from the one requested by the Client (for example, through a different payment provider or bank transfer).

7.12. The standard period of withdrawal is two business days. Cyber.bet reserves the right to change the period of withdrawal.

Regarding your contact history with the support team, you have been informed about the terms of withdrawal processing time too.

Kind regards

Dear Cyber.bet casino,

You wrote about two weeks ago that the payment was processed. Now you are saying the payment is being processed. Could you please state when the player can expect the funds in his account?

I am looking forward to your response.

Kind regards,

Stefan

Stefan, it's about the next payment, the first one was received already by the user.

The current payment will be processed according to mentioned paragraphs of t&c.

I hope this makes things more clear for everyone.

Dear Cyber.bet casino,

Thank you for the provided information.

Dear marcaopele,

Could you please let me know once you receive the next payment?

Kind regards,

Stefan

Dear marcaopele,

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.

I'm still waiting for payment. Since the 27/01/23, in a little while it's been a month and nothing. Anyway, waiting...

Tô aguardando o pagamento ainda. Desde o dia 27/01/23, daqui a pouco dá um mês e nada. Enfim, aguardando...

Dear marcaopele,

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.

Hello. Now it's been more than a month since the last withdrawal was requested, and I'm exhausted. I reached out several days a month, and here are some of the responses support gave:

15 Feb. 2023 16:08 GMT+2

Hey.

Delays caused by a payment provider. Unfortunately, there is a temporary issue with the method chosen in your region. The transaction will be processed by the end of this month.

26 Feb. 2023 18:36 GMT+2

Hello.

According to information from the payment provider, the transaction will be processed either tomorrow or Tuesday.

Here we are at the end of this month, here we are on Tuesday, and the stalling continues. I don't have the energy for this anymore.

1 month to carry out a transaction (or rather, not even carrying out the transaction yet): Is this fair? What kind of bookmaker are you? When I deposited around 30,000 BRL in all, the deposits were done successfully and extremely quickly. Now when it comes to cashing out, it's hell.

Help me Guru, it's not possible that these guys are going to be exempt from their responsibilities like this forever.

Olá. Agora sim completou mais de um mês da solicitação do último saque, e estou esgotado. Entrei em contato durante vários dias do mês, e veja algumas das respostas que o suporte deu:

15 de fev. de 2023 16:08 GMT+2

Oi.

Atrasos causados por um provedor de pagamento. Infelizmente, há um problema temporário com o método escolhido em sua região. A transação será processada até o final deste mês.

26 de fev. de 2023 18:36 GMT+2

Olá.

De acordo com informações do provedor de pagamento, a transação será processada amanhã ou na terça-feira.

Aqui estamos no final deste mês, aqui estamos na terça-feira, e a enrolação continua. Eu não tenho mais energia para isso.

1 mês para realizar uma transação (ou melhor, nem realizar a transação aconteceu ainda): Isso é justo? Que tipo de casa de aposta vocês são? Quando eu depositei em torno de 30.000 BRL ao todo, os depósitos foram feito com sucesso e numa grandíssima rapidez. Agora na hora de sacar é um inferno.

Me ajude Guru, não é possível que esses caras vão ficar isentos de suas responsabilidades assim para sempre.

Dear Cyber.bet Casino,

I have reviewed your terms & conditions and haven't found any information regarding limiting the monthly withdrawal amount. We believe this is delaying the payment of winnings and leads to a bad experience for the player.

We kindly ask you to consider paying the player a higher amount than 5000BRL at once or shorten the time between sending the instalments. Otherwise, we will be forced to close the complaint as "unresolved" and set the monthly withdrawal limits accordingly, which can lead to a decrease in the casino's rating.

I hope we can come to a mutual agreement.

I am looking forward to your response.

Kind regards,

Stefan

Hi, Marcos.

Your payment has been processed successfully today.

Dear marcaopele,

Could you please confirm if you have received the next payment?

I am looking forward to your response.

Kind regards,

Stefan

Dear marcaopele,

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.

Yes I received. I'm waiting for the 3rd payment now. Thanks

Sim, recebi. Estou no aguardo do 3o pagamento agora. Obrigado

Dear Cyber.bet Casino,

Could you please process the withdrawal request ASAP?

Thank you very much in advance.

Kind regards,

Stefan

Hello, all!

All payments from our clients are processed in the order of the line.

The current payment is on its way to being processed.

Apparently, the "temporary problem with the chosen method in my region" is not temporary, it is eternal. Or the bookmaker is using this as an alibi to pay from month to month. That way, I get everything until next year...

See, withdrawal requested on March 6th, I asked a week later if they would take time to process the payment again. This time they were very direct: next month kkkkkkkkk (laughing so as not to cry)

Michael (Cyber.Bet)

March 13th. 2023 14:17 GMT+2

Hey.

Delays caused by a payment provider. Unfortunately, there is a temporary issue with the method chosen in your region. The transaction will be processed in April.

Aparentemente, o "problema temporário com o método escolhido em minha região" não é temporário, é eterno. Ou a casa de aposta está usando isso como álibi para pagar de mês em mês. Desse jeito, eu recebo tudo até o ano que vem...

Veja, saque solicitado dia 06 de março, perguntei uma semana depois se iriam demorar para processar o pagamento novamente. Dessa vez já foram bem diretos: mês que vem kkkkkkkkk (rindo para não chorar)

Michael (Cyber.Bet)

13 de mar. de 2023 14:17 GMT+2

Oi.

Atrasos causados por um provedor de pagamento. Infelizmente, há um problema temporário com o método escolhido em sua região. A transação será processada em abril.

Dear Cyber.bet Casino,

We kindly ask you to consider paying the player a higher amount than 5000BRL at once. It will take an extremely long time to pay the player in full.

I hope we can come to a mutual agreement.

Kind regards,

Stefan

The information regarding the terms of withdrawal request processing time and order was provided earlier.

We appreciate your patience.

Kind regards

Dear Cyber.bet Casino,

7.7. Deposit of funds to the Client’s account can take from 1 minute to 3 business days, dependant on the payment system or financial institution, used by the Client. Cyber.bet reserves the right to change the limits and the term of withdrawal.

7.12. The standard period of withdrawal is two business days. Cyber.bet reserves the right to change the period of withdrawal.

The gap between the withdrawals is more than 30 days, which is not even close to what is written in the terms and conditions. If you don't increase the instalments paid to the player, we will be forced to decrease the withdrawal limit to 5000 BRL on our site and close the complaint as "unresolved" with the remaining amount.

I hope we can come to a mutual agreement.

Thank you very much for your understanding.

Kind regards,

Stefan

Thank you for a very interesting offer, but we must meet service accordingly to the current terms of the service.

Pay attention please, the mentioned paragraphs have a common line, Cyber.bet reserves the right to change the period of withdrawal.

No one third-party agent cannot manipulate this.

2.4. Before registering in Cyber.bet, the User should acknowledge the Terms.

Dear Cyber.bet Casino,

Thank you for your response and the information provided.

In that case, we will be forced to close the complaint as "unresolved" and decrease the monthly withdrawal limit to 5000BRL. You will be able to request a reopen when the player gets paid.

Dear marcaopele,

The casino will continue to pay you in instalments as they have done so far. I appreciate your understanding.

Kind regards,

Stefan