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The casino prevents me from withdrawing my winnings, it tells me that I must continue betting more to be able to make the withdrawal, when I talk to the technical support chat they tell me that I must at least play the initial deposit due to their anti-money laundering rules, but my deposit It was $20,000, which is an amount I played a long time ago. Every time I play again the amount they ask me to withdraw the money keeps increasing.

El casino me impide retirar mis ganancias, me dice que debo seguir apostando más para poder hacer el retiro, cuando hablo con el chat de soporte tecnico me dicen que al menos debo jugar el deposito inicial por sus reglas anti lavado de dinero, pero mi deposito fue de $20.000, monto que jugué hace bastante tiempo. Cada vez que juego nuevamente el monto que me piden para retirar el dinero sigue aumentando.

Dear Fozzroad,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.

I checked the casino terms and conditions and found this:

"4.2 You agree that we will have the right to withhold any withdrawals, in the event we believe or suspect that you may be engaging in or have engaged in fraudulent, collusive, unlawful, or improper activity, or if we are concerned about the operation of that player account or the withdrawal request. In such cases, we may commence and/or be involved in and/or assist any investigation into such circumstances, and you agree to assist and cooperate with any such investigation. As a progressive mean to control money laundering and terrorism financing we have also implemented a wager x1 on all deposits before they can be subject to a withdrawal request on your part."

Could you please confirm once again to me the obligatory wagering was completed by you? Which games have you played in order to achieve the obligatory wagering of the deposit? Would you be able to share screenshots or chat transcripts of what the casino requires you in order to allow you to withdraw?

Looking forward to hearing from you.

Best regards,

Tomas

Hello, yes, I played the mandatory bet, which is to play at least the amount deposited, I deposited $20,000 CLP and that was played a while ago.

In my last move, he asked me to bet a MINIMUM of a little more than $630,000 CLP and the following happened

I had a balance of just over $640,000 CLP, I bet them all! (attached image)

I won the bet and now the system asks me to bet $1,280,000 CLP again to be able to withdraw the money.

(Attached picture too)

Every time I play, and I win the amount I have to play to withdraw keeps increasing.

I have played Live Casino Roulette Express and also a couple of games on Jetx

Greetings!

Hola, si, jugué la apuesta obligatoria que es jugar al menos el monto depositado, yo deposité $20.000 CLP y eso se jugó hace un tiempo.

En mi ultima jugada me solicitaba MINIMO apostar poco mas de $630.000 CLP y pasó lo siguiente

Tenia un saldo de poco más de $640.000 CLP los aposté todos! (adjunto imagen)

Gané la apuesta y ahora el sistema me pide que debo volver a apostar $1.280.000 CLP para poder retirar el dinero.

(Adjunto imagen también)

Cada vez que juego, y gano el monto que debo jugar para retirar sigue aumentando.

He jugado de Casino en Vivo la Ruleta Express y tambien un par de juegos en Jetx

Saludos!

Here I go with another example:

I have a total of $2,389,216.67 CLP and to withdraw it, it asks me to play $2,346,935 CLP

Then in a sports bet, I bet all my money, I attach an image:

While I have the money wagered, if it unlocks me to be able to make a withdrawal:

I won the bet:

But again I have the withdrawal option blocked, asking me this time to bet $2,442,481 CLP again:

Please I would really appreciate your help.

A continuación voy con otro ejemplo :

Tengo en total $2.389.216.67 CLP y para retirarlo me pide que juegue $2.346.935 CLP

Luego en una apuesta deportivo, apuesto todo mi dinero, adjunto imagen :

Mientas tengo el dinero apostado, si me desbloquea para poder hacer un retiro :

Gané la apuesta :

Pero nuevamente tengo bloqueada la opción de retiros pidiéndome esta vez apostar nuevamente $2.442.481 CLP:

Por favor agradecería muchísimo su ayuda

Have you tried to wager the deposited funds on games other than live roulette or betting on sports? Did the wagering requirement decrease after any particular game you played? If there is any communication between you and the casino, please forward it to my email at tomas@casino.guru

I also played on Jetx, and the amount never went down, the only time the amount goes down is when I lose, which makes me think that it is proportional to the amount I have in the account.

The only communication that the casino has sent is to tell me the same thing that their Live Chat assistants say, I attach the "conversation".

Tambien jugué en Jetx, y el monto nuca bajó, la unica vez que el monto baja es cuando pierdo, lo que me hace pensar que es proporcional al monto que tengo en la cuenta.

La unica comunicacion que el casino ha enviado es para decirme lo mismo que dicen sus asistentes de Chat en Vivo, adjunto la "conversación".

I was able to withdraw

Ya pude hacer el retiro

Dear Fozzroad,

I am glad you were able to request a withdrawal. Could you please confirm if the money reached your bank account or if you require any other assistance? Please let me know.

No, the money has not arrived in my account, and once I requested the withdrawal, my account was blocked, I can't even send messages to the chat now.

This casino is a scam.

No, el dinero no ha llegado a mi cuenta, y una vez que solicité el retiro me bloquearon la cuenta, no puedo ni siquiera enviar mensajes al chat ahora.

Es una estafa este casino.

Dear Fozzroad,

Regarding your withdrawal did you receive any feedback from the casino since you requested it? Did the casino approve it or they didn't process it at all? Thanks in advance for your reply.

No, I did not receive a comment or email that it was being processed. And when I wanted to access the account to see the status, I found that I could not enter, I consulted the customer service chat and they confirmed that the account was canceled but they did not give me any reason and now I cannot consult anything. they cut off any information option.

The unfortunate thing is that in addition to the prizes won, I lost the initial deposit made.

No, no recibí comentario ni correo de que se estaba procesando. Y cuando quise acceder a la cuenta para ver el estado me encontré que no podía ingresar, consul´té al chat de servicio al cliente y me confirmaron que la cuenta fue dada de baja pero no me dieron motivo alguno y ahora no puedo consultar nada, cortaron cualquier opción de información.

Lo lamentable es que además de los premios ganados, perdí el deposito inicial realizado.

Thank you very much, Fozzroad, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of CBet Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Dear Fozzroad,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

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

Dear CBet Casino,

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

Thank you in advance for providing the information.

Kind regards,

Stefan

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 Fozzroad,

I have contacted the casino again and extended the timer by additional three days.

Your patience is much appreciated.

Kind regards,

Stefan

Dear Fozzroad,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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.

In the meantime, I recommend you contact the Curacao Gaming Authority (http://www.gaming-curacao.com/ or info@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players.

I am sorry I could not be of more help on this occasion.

Best regards,

Stefan