Complaint #41 Cyber.bet Casino

Declined withdrawal document verification in progress after 7 days

By maNuX

2 years ago

Hello,

so after 1 week of this agony, they still didn't accept additional documents(selfie holding a fresh newspaper and ID card)...My account was verified a few times and they accepted it fast, but this time they just delayed it, even support told me 2 days ago I would be verified the next day, but still nothing!

Not to mention they disabled the cash-out option on my account, and didn't fix it after a month!

I had no problems till now, withdrawals were fast, and support was helpful...now they delaying the verification process although my account was verified a few times within 1-2 days!

I am asking for your help and I would like this case to be solved and to know why there is a problem even though it has not been there so far!

So I am stuck with 500 euros on my account, they declined the withdrawal and asked for additional documents...after 1 week still no response, even tho they told me they would process it within 5 days!

Disputed Casino Cyber.bet Casino

Reason Verification issues

Amount €500

Discussion

AskGamblers

• Support Team

2 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

maNuX

2 years ago

Hello,so yesterday my account was verified and today i received my winnings!
Its funny how i got verified the next day i published complaint,maybe it's a coincidence but who knows!
Still big thanks to AskGamblers(i am sure you had impact on this case) and to CyberBet for understanding! Hope everyhing works fine from now on and i can keep playing there!

AskGamblers

• Support Team

2 years ago

Dear @maNuX,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Cyber.bet Casino

• Representative

2 years ago

Dear Emanuel,

Thank you for bringing your concerns to our attention, and we sincerely appreciate your patience and understanding.

We understand the importance of timely processing, and we're pleased to confirm that your account has been successfully verified, and your payments have been processed on time. Your satisfaction is our priority, and we're committed to providing a seamless experience for our users.

Regarding the KYC (Know Your Customer) timeframe, we acknowledge that waiting for the verification process can be a bit of a journey. Our team is diligently working to ensure all verification procedures are completed accurately and securely. While our standard timeframe for KYC verification is up to 5 business days, please be assured that we are continually exploring ways to streamline and improve this process.

We genuinely value your feedback, as it allows us to identify areas for enhancement. Your trust in our platform is of utmost importance, and we're dedicated to making your experience with us as smooth and efficient as possible.

If you have any further questions or if there's anything specific you'd like to discuss, please feel free to reach out to our customer support team. They are here to assist you every step of the way.

Once again, thank you for your understanding, and we look forward to continuing to provide you with a stellar gaming experience.

Best regards

Cyber.bet Casino Complaint Stats

Resolved 9 / 18

Avg. Amount $1,356

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

Cyber.bet Casino Complaints

See all complaints for this casino

They didn't pay me and the site is out in my country

I received as I put in attached files an email from Cyberbet saying that I had a special gift for my birthday 22 may. I opened and I deposited. I play once everything that i deposited, than I decided to withdrawal the money in the same day, 22 may. The days past and I didtn receive any money. And after that i decided to open a chat with the support to talke about the situation. The didnt asnwer me. Then I decided to email them. They didnt answer me. And now, 13 june, i entered in the site and as in the attached file the message is that they are out of my country because of regulation. So, in short, the sent me an email of one "gift"to deposit, I did, I won, I decided to withdrawal at the same day, and them they decided to get out of the country without pay me. The transaction number of my withdrawal is also in the attached files.

Unresolved

R$214

Problem with casino Cyber.bet and my 180 EUR withdrawal

Hallo. I have problems with the casino Cyberbet.com

username: <email address removed>

I registered and verified my account at that casino more than a year ago.

I deposited several times and also made withdrawals several times and there was no problem. Until now..several days ago I made a deposit and won in the casino and I made a withdrawal of 180 euros.

After 3 days they declined my payment and ask my selfi with ID and my account at their casino. I sent them everything they asked me for, and since then I have had no response from them even I sent a dozen emails and asked the same on live chat.

They absolutely ignore me.

I hope you will be able to help me. If you need anything else from me, just ask.

Thank you in advance.

Unresolved

€180

Cyberbet doesn't pay withdrawals in time

I deposited 900 EUR (NO BONUSES) and scored a total of 7832 EUR. I managed to withdraw 3962 EUR in 4 withdrawals (as the max withdrawal amount is 1000 EUR per transaction).

I requested the 5th withdrawal on the 18th of December 2023 and since then they only tell me "Please be more patient". Below is the last correspondence with Cyber.bet. It sounds like everything is in order but this is what they have been telling me since the 18th of December.

<full name removed> (Cyber.Bet)

Jan 8, 2024, 04:07 GMT+2

Hello Sava!

Unfortunately, we do not yet have a confirmed date for completing your transaction. However, our responsible specialists are joining forces to resolve your situation by the end of next week.

We ask that you please have a little more patience and wait for your transaction to complete.

And no, your money will not be stolen, we just ask that you have a little more patience until we can resolve your situation.

Unresolved

€3,870

Withdrawal delay again

Hi, once again i have a delayed withdrawl. Last time when i made a post things started to move, hopefully this time also. Problem is that on site it says that withdraw takes 3-5 days, but every aingle time when i make a withdraw it takes upto 5 days to 2 weeks. Hopefully my withdraw gonna be processed soon and can cyberbet give me a faster option to withdraw my money from site.

Resolved

Withdrwal awaiting amount 21938ksh

I made a withdrawal on 29-4-2023 and now is over 5days without receiving my money I have been writing to them and they have only been saying my withdrawal is in the process I should wait how long does someone have to wait very frustratingly can you let me know when I will receive my money or your decision with my money us your time frame is over.

Rejected

Ksh21,938

Withdrawal and account problem

Hello, I want to create a lodge against Cyber.bet because on two weeks ago sunday (2023.04.23.) I have made a withdrawal (154,25 EUR) which they declined after two days on 2023.04.25 and said that they need additional picture of me holding my ID card in fornt of my monitor next to my players account detailed part and at the same time they disabled the withdrawal page for me. I have fulfilled their request on that day (2023.04.25) but they still didn't check/accept my additional photo. On the chat they just lying and promising that they will accept it, first said that this take 2-3 business days, after it has expired, they stated it takes 5-6 business days which expired as well. I have been waiting for more than 8 days for their acceptance and today they just deducted almost 120 EUR from my gaming account without any reason, after that they blocked my account too and got an email from them:

"Hello!

Based on the verification result, a decision was made to block your account. The rest of the deposit will be returned within 20 days with a deduction of a commission of 15% for all operations.

According to paragraph Cyber.bet reserves the right to immediately terminate the User’s/Client’s use of the Service and close the Client’s account without prior notice if there is a reasonable suspicion to believe that:

the User/Client has breached these Terms;
the Client is involved or has been involved in fraudulent or illegal activities, including money laundering.

In the event of the application of the consequences provided in this article, Cyber.bet reserves the right to rescind an obligation to refund any amount of funds, deposited on account of the Client, exceeding the number of funds, initially deposited by the respective Client on his/her account."

I just want my money and after this behaviour and encourage everyone to avoid them from afar.
All screenshots attached.

Unresolved

€154

Unjustified 'money laundering' accusations

Good morning, I've been on the cyber .bet platform since last year where I made the deposit and they paid normally. on March 21, I requested a withdrawal of 5,000 reais where I would have earned 6,134 reais, but the casino only pays 5,000 reais per month, I requested the withdrawal and was informed that they would only pay in April. when it was April 14th they blocked my account. They disappeared with everything so I wouldn't have proof and sent an email accusing me of money laundering. being that I did document verification with them and I'm in the military, I have my income tax return. as they accuse me of money laundering without evidence. since I have a job. simply when you win a high amount they do not want to pay. Block accounts. how did they block my account. I only have their emails canceling my withdrawal and informing the block. and I also have my deposits and withdrawals from before. my proof that I have work.

Unresolved

R$6,134

Withholding Payment of €1,850

Hi there.

I hope you are well. Cyber.bet have been withholding a withdrawal since the 17th March with no justification. The account has is fully, extensively, verified. The total amount is €1,850 and this specific withdrawal is for €1,000 as they only allow a maximum of €1,000 per day.

Following the third round of extensive successful verification I made yet another withdrawal attempt. Over one week passed and I emailed them to ask why. I was fobbed off with:

"Please note that according to the Terms and Conditions 7.12. The standard period of withdrawal is two business days. Cyber.bet reserves the right to change the period of withdrawal.

It can happen because of several reasons:

- payment is being processed through a rather long chain of financial institutions, each of which has the right to process the transaction up to one day;

- due to the tightening of anti-money laundering and counter-terrorism measures, payments are becoming a subject of manual payment approval at some stage;

- in some cases, payment systems request information about the verification of the account: the address or full name, and in the case of multiple withdrawals or a large transaction amount, it can slow down the payment until the complete personal data of the performer is received;

- temporary technical errors may occur during operations on the side of each of the participants in the money movement chain."

After two weeks, I made a formal complaint and they said:

"We are working with high priority to process your withdrawal soon and we apologize for the delay." This was three days ago and still nothing. Any help you could give would be much appreciated.

Resolved

€1,850

Delaying my cashout on purpose

On 18 march 2023, I made an account with askgamblers link affiliate because of the 200% welcome bonus and then I made a deposit and did my wager. On the 19th and after doing my verification document on 21 march 2023 I make the withdrawal of 364 CAD and they said to wait max 3 days. After waiting 5 days, today they block my live chat session.

Resolved

$364

Cyberbet refuse to withdraw my money

Hi, cyberbet page doesn't approve my withdrawal, they asking for selfie with ID, date, and my cyberbet profile bet in background...It is impossible to make picture like that, specially not in HD, I take separate pictures and also a video, where they can check my identity and all in this video what they are asking for, the problem is they refused my withdrawal, but my account was fully verified. I am their user for over 1 year but first time withdrawing, I read a lot of bad comments about their refusing to withdraw, but I won't let me scam like that, I am legit user with legit documents and info, and I played fairly.I did all they asked me to do since my withdrawal was refused they ignored me on live chat, I wrote to them 10 times today, and waited over 1 hour and always showed "1 in queue", it is not fair. Please help me to solve this, I deposit a lot this year, and now I want to get some money back - I withdraw 820€ and they refuse, now I can not send withdrawal request again, always poping "contact support" button, but like I said when I contact them they don't respond on live chat, before that I got them but they didn't understand english language which is also strange. Help me to solve this, please.

Resolved

€820