CBet Casino - Spelaren har problem med Bitcoin-uttag.

I made 4 withdrawals from the platform in BITCOIN, using the BTC network. I noticed that with each transaction exactly 0.0004 BTC were missing. In total, I'm missing 0.0016 BTC, which is approximately 48 USD. I contacted the casino, which firstly took a long time to respond and secondly, and no less importantly, asked me to provide all the information, which they can see in my casino account. After providing all the requested information, I was told that the problem is with the personal wallet to which I sent the money, and it's not their issue. They followed this up with a screenshot of my exchange showing some fees. However, this screenshot was not complete, because I found this information on my own exchange and clearly stated that these fees do not apply to incoming deposits to the exchange.

I investigated each transaction and they all show the same, leaving the casino with less money than requested. I also confirmed that the fees applied to each transaction on the BTC network were significantly less than what is missing.

Here is a Drive link with all the photos, as I'm unable to upload all the files, and below the link I've provided all the transactions from the btc network (which the casino does not provide): https://drive.google.com/drive/folders/1X9z_TXkmGNml6Ov2X9hs_XqH0bcaySpJ?usp=sharing

Transactions:

Hello, I'm attaching information, there are 4 transactions that are incorrect. AFFECTED BTC WALLETS ADDRESSES (there are two):  

1:  bc1qw66kg6lpuwmpuvue9erx2d63mpyutf049whr0pj65lzy48ztak3sw2l7d2 (personal wallet, exchange)

2:  bc1q57mydtsk3etjx7dyhksnmfa3vk73kjnkcuz5e220ekyjms0w584sm6nayu (from another casino, not my personal wallet)

Here are the hashes of each transaction and on the right, the corresponding cbet transaction IDs for each hash:

f234052c6757f07d3edaddd9ee78b881d2254bed67c57817d175785764aaaec3  = CBET TRANSACTION ID: 112485743842042008

441babe91b2cce7a312fb066749c6f3b93b9561a77e8cf5eae9be5585cd43056   = CBET TRANSACTION ID: 112561152898113688

a83bbacf4ddd826d4874daec510267f357b3de7b9d61efe8714da6fabf397559   = CBET TRANSACTION ID:  112563125596725400 + 112563218257289368 (they were sent together)

Realice 4 retiros de la plataforma en BITCOIN, mediante la red BTC. Resulta que en cada transaccion faltaron exactamente 0,0004 BTC. En total me faltan 0,0016 BTC, aproximadamente 48 USD. Hable con el casino, primeramente tardan mucho en dar respuesta y por otro lado, no menos importante, me pidieron que yo envie toda la informacio, cosa que ellos pueden ver en mi cuenta del casino. Resulta que al enviar toda la informacion solicitada, me contestaron diciendo que el problema esta en la billetera personal a la que envie el dinero y no es problema de ellos, seguido de una captura de pantalla de mi exchange donde informaba ciertas tarifas. Resulta que esta captura de pantalla no fue enviada de manera completa, ya que yo mismo busque esta informacion en mi exchange y decia claramente que esas tarifas no aplican para depositos entrantes al exchange.

Investigue cada transaccion y todas llevan a lo mismo, salen del casino ya con menos dinero del solicitado. Tambien me fije en las tarifas aplicadas a cada transaccion en la red BTC y fue significativamente menor a lo que esta faltandome.

Dejo enlace de drive con toda las fotos, ya que no me deja subir todos los archivos y tambien abajo del enlace dejo todas las transacciones de la red btc (las cuales no te brinda el casino): https://drive.google.com/drive/folders/1X9z_TXkmGNml6Ov2X9hs_XqH0bcaySpJ?usp=sharing

transacciones:

Hola, adjunto información, son 4 transacciones que están mal. DIRECCION DE WALLETS BTC AFECTADAS (son dos):  

1:  bc1qw66kg6lpuwmpuvue9erx2d63mpyutf049whr0pj65lzy48ztak3sw2l7d2 (wallet personal, exchange)

2:  bc1q57mydtsk3etjx7dyhksnmfa3vk73kjnkcuz5e220ekyjms0w584sm6nayu (es de otro casino, no es personal esta wallet)

Dejos los hash de cada transacción y al derecha los ID de transacción de cbet correspondientes a cada hash:

f234052c6757f07d3edaddd9ee78b881d2254bed67c57817d175785764aaaec3  = ID CBET DE TRANSACCION: 112485743842042008

441babe91b2cce7a312fb066749c6f3b93b9561a77e8cf5eae9be5585cd43056   = ID CBET DE TRANSACCION: 112561152898113688

a83bbacf4ddd826d4874daec510267f357b3de7b9d61efe8714da6fabf397559   = ID CBET DE TRANSACCION:  112563125596725400 + 112563218257289368 (salieron juntas)

Hello mrblas,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with CBet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Were those your first ever withdrawal requests in the casino? When was the last time you spoke to the casino and what was it about?

Based on the screenshot provided it seems to be clear that the payment provider applied those fees. Did you contact them to confirm if they applied them or not? If yes, what did they respond?

Looking forward to your answer.

Regards,

Nick

My account is verified from the day I create my account at the casino. This was the first time that I withdrew money from the casino and with a lot of delay (previously the transactions were rejected, consult and they told me that the minimum withdrawal in btc is 0.0008, I withdrew that amount and I got half...). The last time I spoke was yesterday about this problem and with the same answer: it's not our problem, it's your wallet's problem.

Please do not contact the payment provider as I am talking to cbet finance department, it is my understanding that the provider of theirs is a third party.

Mi cuenta esta verificada desde el dia que cree mi cuenta en el casino. Esta fueron las primeras veces que retire dinero del casino y con bastante demora (previamente las transacciones las rechazaban, consulte y me dijeron que el mínimo de retiro en btc es de 0,0008, retire esa cantidad y me llego la mitad…). La ultima vez que hable fue ayer acerca de este problema y con la misma respuesta: no es nuestro problema, es problema de tu wallet.

No me comunique con el proveedor de pago, ya que estoy hablando con el departamento de finanzas de cbet, tengo entendido que el proveedor de ellos es un tercero.

Hello mrblas,

We are definitely not going to contact your payment provider as you should do it to confirm the payment fees. Please do so and let us know their respond.

They stopped responding and did not want to inform me who the payment provider is.

Dejaron de responder y no me quisieron informar quien es el proveedor de pagos.

Hello mrblas,

I did mean your payment provider. Even you have clearly uploaded a picture of the transaction fees of the payments:

It is the exact amount that was deducted from it so I do not really understand that else might be the issue.

My provider does not charge commission for the arrival of deposits to my account, in the image that I sent (below all the commission amounts) it says that they do not charge said amounts for incoming deposits. If you look at the transactions, you can see that less money is leaving the casino than requested and exactly the amount that the casino sends arrives in my wallet (which is less than requested, I clarify).

Mi proveedor no cobra comsiion por la llegada de depositos a mi cuenta, en la imagen que envie (debajo de todos los montos de comisiones) dice que no cobran dichos montos para depositos entrantes. Si miran las transacciones se puede ver que sale menos dinero del casino del solicitado y a mi wallet llega exactamente la cantidad que el casino envia (que es menos de lo solicitado, aclaro)

At the end of the photo it is clear that my wallet does not charge for incoming deposits.

en el final de la foto se ve claramente que mi wallet no cobra por depositos entrantes.

I would like to ask Cbet Casino to join us and help us explain the situation with the player's transaction fees.

It seems perfect to me, I asked that they send me the tx hash and they did not answer me

Me parece perfecto, yo pedi que me enviaran los tx hash y no me respondieron

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.

Dear mrblas,

I tried to contact the casino repeatedly, after their first reply but they stopped responding. I’m afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I wish I could be of more help.

In the meantime, feel free to contact the casino's gambling authority Gaming Curacao at

info@gaming-curacao.com regarding your issue. They are not the best licensing authority but still might offer solutions that can help you with your issue.