CBet Casino - Spielerkonto nach Sportwetten-Gewinn gesperrt.

Good day,

Yesterday, I deposited 700 into my cbet account and won approximately 17000 from sports betting. My account was verified and everything seemed fine, with a responsive support team. I requested to withdraw 3100 CZK in bitcoins, and was told by support that it could take up to 3 days to process. Today, I continued to play and managed to increase my balance from 3000 to 14000, but problems arose when I tried to withdraw this amount. The system displayed a message: Action is blocked, please contact our tech support. After contacting the support team, I was told their management would look into it. After about 3 hours, I checked to see if anything had changed, only to find that my account had been blocked due to some anomaly; I have no idea what this means. They also informed me that I can no longer play or create a gaming account at their casino.

Currently, they have sent me a message suggesting some sort of fraud, without providing any explanation. I don't understand and I hope there is a way to resolve this.

Dobrý den,

včera jsem si na cbet účet vložil 700 a z toho na sportovních sázkách vyhrál cca 17000, účet jsem měl ověřený a vše vypadalo dobře, podpora ochotná, včera jsem zadal žádost o vybrání 3100kč v bitcoinech a podpora mi řekla že na zaslání mají až 3 dny. Dnes jsem pokračoval v hraní a ze 3000 jsem se dostal na 14 tisíc, ty jsem pak chtěl vybrat, ale zde začly problémy. Při výběru mi to napsalo Action is blocked, please contact our tech support. Tak jsem kontaktoval podporu, ta mi napsala, že se na to jejich managment podívá. Za cca 3 hodiny jsem chtěl zkontrolovat, zda se něco změnilo, ale zjistil jsem, že byl můj účet zablokován kvuli nějaké anomálii, vůbec nevím, co to má znamenat. Napsali mi ještě, že u nich v kasinu již nemůžu hrát ani si založit herní konto.

Momentálně mi zaslali, že jde o jakýsi podvod, bez vysvětlění, nechápu, doufám že je možnost, jak to vyřešit

Dear Chetiik1,

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 how long ago you registered your account and if you’ve completed the account verification successfully?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

Good day,

I registered the account two days ago on 11/21/2023 and completed the verification successfully.

It was only about live betting, mainly on table tennis/tennis.

I didn't use any bonus, I think they blocked my account because I made more bets in a row. I think there were 10 winning bets and 2 losing bets.

From what I've looked, the only reason they have most of the positive reviews is that every time you write in support, they ask you for a positive review. Furthermore, I found out that my case is not an exception and I found a lot of similar cases where after higher winnings they block the player and only say that some "anomaly" has happened and that the player can no longer play on their site

Dobrý den,

účet jsem zaregistroval dva dny zpátky 21.11.2023 a ověření jsem dokončil úspěšně.

Šlo pouze o živé sázení, především na stolní tennis/tennis.

Žádný bonus jsem nevyužil, myslím si, že mi účet zablokovali, jelikož mi vyšel vyšší počet sázek v řadě. Myslím si, že bylo 10 sázek výherních a 2 proherní.

Co jsem se tak díval, tak většinu kladných recenzí maji pouze z toho důvodu, že pokaždé, když si píštete s podporou, poprosí vás o kladné hodnocení. Dále jsem zjistil, že můj případ není vyjímka a dohledal jsem spoustu podobných případů, kdy po vyšších výhrách hráče zab´lokují a udají pouze, že se stala nějaká "anomálie" a že hráč nadále nemůže hrát na jejich stránkách

Thank you, Chetiik1, for your response. Unfortunately, since you have clarified that the issue solely pertains to sports betting, we regret to inform you that we are unable to assist you in this matter.

We sincerely apologize for our inability to resolve your case. However, please feel free to reach out to us if you encounter any issues with other casinos in the future. Since we currently do not have a department specifically dedicated to sports betting disputes, and lack sufficient expertise in handling such cases, we are regrettably unable to proceed with your complaint. I genuinely wish I could have been of more assistance.

Thank you for your understanding, and please do not hesitate to reach out if you have any further questions or concerns. Meanwhile, I'm forced to reject your complaint at this time.