CLOSED: [due to the casino’s unresponsiveness]: CyberCoins Casino - No Payment Issue

I have completed to play through and ultimately ended up with 140 Euros that were remaining in balance once completed. I submitted my withdrawal request and though not requested to offer any KYC documentation I nevertheless went to the optional section and entered my information by submitting documents required in the verification menu provided on website 4 days ago. I tried to contact support on multiple occasions and had not gotten through to anybody for several days, at which time I managed to finally get a hold of somebody. The customer support informed me that I would be required to make a verification deposit of at least €20 which I did today, in order to be able to cash out the winnings from the no deposit bonus. I contacted them today after the deposit to no avail, When I finally got a hold of somebody in the customer support to chat on site, they were responsive until I gave them the question of whether or not my withdrawal would be processed and I simply did not receive any response since. It's worth noting that my verification documentation has yet to be reviewed 4 days later, and I cannot get any answer from support.

Disputed amount: 140€

Casino: CyberCoins Casino

Case #: 3157

Hi Willis Guy,

Thank you for reaching out to us. We are truly sorry that you facing this kind of issue. We will reach out to the casino representative to ask for the status of your KYC.

Note that all details for KYC must be clearly visible in selfies, scans, or copies. Make sure the documents are not cropped or blurred. You can check the KYC guide on our forum. It might help if any of your documents weren’t submitted correctly.

The verification deposit requirement isn’t uncommon with no deposit bonuses, but it’s concerning that your documents haven’t been reviewed.

Keep you updated here on this thread!

Thanks for the response and for your assistance in this matter.

I can update you with a few details at this time.

So far I still haven't been able to get any response from the casino since my complaint was submitted.

I likewise haven't seen any change to the status of my verification documents I submitted. 

Additionally, the phone verification code I'm supposed to receive to confirm my number is not being sent. It was like this at the time of my sign up and continues to be an issue. I would bring it up with support, but it's borderline impossible to get in touch with anyone from support!

Hi Willis Guy,

Thank you for your update. Unfortunately, we haven't received a response regarding your complaint from the casino rep.

We will send them a reminder. As soon as we have any update, we will let you know.

Thank you for your patience!

You're welcome, I appreciate your reply and I will patiently await your next response.

Since we never heard back from the casino representative regarding this complaint, we will have to close this case #3157 due to the casino’s unresponsiveness.