Cloudbet Casino - Player's account blocked with the reason of self-exclusion.

I registered at this casino in late 2022, properly passed the KYC Verification, deposited a few times, withdrew a few times, made a decent turnover and everything went ok.

I was using both casino and sports betting, and I was playing with bonuses a couple of times (purchased with loyalty points), but mainly I played with deposited money. No Terms/Conditions abuse, no multi-accounts and other hoaxes - just plain gaming.

On August 30th my account was blocked with no prior warning, customer service told me that apparently I have permanently self-excluded myself from playing which is not true.

I was using self-exclusion option only for 24 hours a couple of times to better manage my gambling activity. This is the only option to self exclude via user panel in this casino. I did not self-exclude myself permanently in August or earlier.

I formally submitted this query to support via e-mail and they told me to wait. It has been over 2 weeks now and on the chat I hear the same thing (we need more time). I have not received any reply to my e-mail yet. It looks like they are stalling with no reason.

Since I've been 'bouncing off' the same story for a long time (wait a little bit more) I want to withdraw my balance from this casino as I find this practice of blocking account with no prior warning unfair.

I hope you'll help me to resolve this case because Cloudbet Support is not responsive and they do not want to share any details of this case with me.

Regards 🙂

Dear dissatisfied.user,

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 ever requested your account to be closed or suggested a gambling problem when communicating with the Cloudbet Casino? Could you please advise if you have self-excluded yourself from any other casino in the past?

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

Best regards,

Petronela

Hello 🙂

As I mentioned, In CloudBet Casino I used self-exclusion for 24 hours several times in order to better manage my gambling activities. In November 2022 I self-excluded myself from Cloudbet for 6 months and that period has passed.

I have self excluded myself permanently from other casinos in the past citing gambling problems, but only if there were no responsible gambling options present in those casinos.

Regards,

Quick update:

My account has been reinstated and I am able to withdraw. We can close the case.

Regards 🙂

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, dissatisfied.user, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru