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Cbet Casino - Closed my account even if support approved my actions

REJECTED
Complaint Info
Disputed casino Cbet Casino
Reason Account closure
Amount € 10700
Inactive user
Posted on April 22, 2020

I went on cbet.gg to create an account, but it said that my country was restricted. But on the page I was met on, it said: "try to load your VPN from one of our supported countries and reload the page". So I understood it in a way that I could just use VPN to hide my country, and play from another one. So therefor I asked the live support if I were allowed to play from Denmark using VPN, and he said yes (I have screenshot of this). So therefor I created an account, and deposited 35 euro and got a 100% bonus. The balance were around 5-600 when the wager was done, and I wanted to make a withdrawal.

They then needed to verify my documents, which I happily sent in. So I sent a picture of my (danish) drivers license and a utility bill to prove my adress (my danish adress). Both documents got approved.

Whilst waiting the approval, I played some more, and won some more money. The balance were up to 10.700 euro. Suddenly one day when I wanted to log in, it said that my account was blocked. So I wrote to customer service, and they said that it was blocked because I'm from Denmark.

I told them that their live support said that I were allowed to play from Denmark using VPN, and I sent them the screenshot. He then told me, that he would send it to the management, who would then write me an e-mail.

I waited for 5-6 days with no answer, and then I wrote to the live support again. She couldn't really find the e-mail I was talking about, and told me to wait.

I then waited 5-6 days again, with no answer, and therefor wrote to live support again. She couldn't really find anything about my case either, but then told me that my account was blocked and wouldn't be reopened again.

Is it really fair that the customer service says that it is allowed to play from Denmark using VPN, but then they block my account once I won money? EVEN after they approved my documents?

Hope you can help.

Posted on April 24, 2020

Dear SimonK,

We are very sorry to hear that you had a bad experience with our platform.

As there is described in the T&C on our website, the affiliate you signed up through, and also on the Askgamblers page, it states that Danish players are not allowed to play on CBET. Due to the help of Askgamblers, we have found your CBET account and can see that we actually contacted you on the 7th of April by email with more information regarding this case. We have sadly not received any reply from you on this.

We would like to solve the case with you, however, in order for us to do so, we need you to reply to our email we send you on the 7th of April.

The terms and conditions we are referring to on our website is the following 7.1. https:­//c­bet.gg­/en­/st­ati­c/t­erm­s/g­ene­ral­terms/.

Kind regards,

CBET team.

AskGamblers
Posted on April 24, 2020

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Cbet Casino management acted in accordance with their Terms and Conditions.

The AskGamblers Complaint Team maintains zero tolerance towards players trying to abuse our complaint service and not using it in a good faith. Therefore, we made the decision to reject this complaint and to impose a permanent ban on the player to use our services from now on.

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