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Dear Doreen,

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. Have you been given any explanation from the casino which exact rule has been breached and why your winnings have been confiscated? If there’s any relevant communication, please forward it together with your bonus history to petronela.k@casino.guru. Finally, could you please specify which exact bonus you have redeemed and played? I would like to check the terms and conditions.

I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Dear Doreen,

As you might know, our Forum Casino.Guru, deals with the complaints regarding online casinos only, not sports betting. However, since this issue seems to be related purely to an accusation of creating multiple accounts, we will try to help you. 

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours? Could you please forward the confirmation about successful account verification to me? Looking forward to hearing from you.

Please help me.

Petronela

Bitte, helfen sie mir.

Petronela

Thank you very much, Doreen, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) 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.

Thank you!

Danke!

?

Dear Doreen,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Cyber.bet Casino to the conversation to participate in the resolution of this complaint.

OK,

thank you very much peter

Best regards,

doreen

okay,

vielen dank peter

liebe grüsse,

doreen

Hello everyone.

Our team will check the current case and get back soon with the answer.

Hello. 

We have checked the case.

Only one account per Client is allowed on cyber.bet. 

We have found that the user's IP address and the device mark are have used by another user.

We have initiated the verification procedure, while, we have found that the user of the current account hasn't known proper information about the account, operations on it, and betting as is.

For now, we have refunded the initial amount of the user's deposit and closed the account permanently.

The client was informed by his email.

4.2. Only one account per Client is allowed. If the Client registers several (multiple) accounts in violation of this provision, Cyber.bet reserves the right to leave the initial Client’s account and close all the subsequent accounts of the Client, or subsequent accounts that are suspected of belonging to the same Client and were registered after the registration of initial account of the Client. Any bets placed on such subsequent account(s), belonging to the same Client or subsequent account that is suspected to belong to the same Client will be invalidated, the profits will not be paid to the Client, the funds, deposited on the subsequent accounts will be returned to the Client.

5.2. A Cyber.bet account may be suspended until satisfactory verification document(s) are provided. In case of suspension of the applicant’s/Client’s account, he/she will not be able to withdraw any profits until the verification process is completed. In case, when the investigation shows that the applicant/Client does not comply with any of the requirements, listed in paragraph 3.2, all bets will be refunded with no profits paid.

7.18. Cyber.bet reserves the right to withhold any withdrawal being made by the Client, in the event of reasonable suspicion on behalf of the Service, that the Client may be involved in fraudulent, collusive, illegal bets or the case when concerns arise regarding the operation of the Client’s account or the withdrawal request.

Dear Cyber.bet Casino team,

Could you please forward the supporting evidence including the verification call video to my email address (peter.m@casino.guru)? Thank you.

Hi, Peter.

As a respective private company, we cannot share personal user data with any third part instances.

Dear Cyber.bet Casino team,

We can have the player sign a power of attorney, so this shouldn't be a problem if she agrees.

Once again, our private information cannot be shared with any third parties.

In that case, I'm sure you can provide this information to the player.

Read above, please.

We have already informed the user, refunded his deposit too.

T&C:

17.2. 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 from 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.

Dear Doreen,

Do you have access to any evidence supporting the claims of the casino like the verification call video and/or the casino's statement with an explanation? If so, please forward it to my email address (peter.m@casino.guru).

We received the following email from the player:

"Hi Peter

cyberbet, unfortunately still hasn't returned the money to me and they refuse to give me any documents or anything like that. Since my account there is still blocked, I cannot access the data myself.

do you have any idea what else we could do?

really want the money back..

Best regards

doreen"

Dear Doreen,

I’m afraid, there is not much that can be done if the casino doesn't provide any evidence. 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 provide evidence, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority out there but it has more options and tools to help players. Let me know how they replied (peter.m@casino.guru). I wish I could be of more help.

Best regards

Peter