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Hello,

i made a deposit of 9,54 Euro by MyNeosurf.

Now they say, that the account is blocked, although I could deposit.

I asked to send the 9,54€ back, but they don’t want to do that and keep the money. Please help.

Dear Marcel,

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. Do I understand correctly that you haven’t played any of your deposited funds and they’re still untouched inside your blocked account? Have you received any payments from this casino in the past? Was the account verification carried out successfully?

If there’s any relevant communication, please forward it along with your payment receipt to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

I deposited and wanted to play. However, I couldn't make any missions. Then I asked in the chat why I couldn't do any bets. Then I was told that I was locked out there. After that, they completely blocked my account, but did not return my deposit to me.

My question is: why can I deposit there if I am excluded from gambling? And why don't they give the money back?

Ich habe eingezahlt und wollte spielen. Allerdings konnte ich keine Einsätze tätigen. Anschließend habe ich im Chat gefragt, wieso ich keine Einsätze tätigen kann. Dann wurde mir gesagt, dass ich dort ausgeschlossen bin. Danach haben die mein Konto komplett gesperrt, jedoch mir meine Einzahlung nicht zurückgegeben.

Meine Frage ist: Wieso kann ich dort einzahlen, wenn ich von spielen ausgeschlossen bin? Und warum geben die das Geld nicht zurück?

The support blocked the account after the deposit, not the player himself!

Der Support hat das Konto nach der Einzahöung gesperrt, nicht der Spieler selbst!

Thank you very much, Marcel, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Marcel,

I looked at your complaint and will do my best to help you. I would like to invite CBet Casino into this conversation. Casino, can you please specify why did you block the player’s account?

We would like to ask the CBet 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.