Cloudbet Casino - Player’s account has been blocked.

Cloudbet Casino doesn¨'t respond to me after I sent the "validate your identity" -documents exactly one week ago already, the 11th of October. The didn't even send any confirmation reply email that they have received the documents.

My account was closed soon after I deposited 10 mBTC on the 7th of October. I can't access my account anymore at all.

Dear Mirohi,

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 activated any promotional offer when depositing funds into your account? Did you receive any explanation from the casino why your account has been closed? Did you play any of your deposited funds or your account has been blocked before placing any bets?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 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

I didn't activate any bonus with my deposit. I just deposited and was about to use that money to play straight. In the past I played also with bonuses and withdrew several times ok after finishing the requirements.

But only this time now, when I was about to play without bonus they closed my account, took the deposited amount and don't communicate back to me anymore.

No communication, so no explanation to this either. My account was closed before I had time to play even one single game.

I will look into any possible communication to send...

Thank you very much, Mirohi, for providing all the necessary information. I will now transfer your complaint to my colleague Matej 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.

PS: If you find any relevant communication, please forward it to matej@casino.guru.

In this situation we have no other option then to ask the casino representatives to explain what happened in this case.

We would like to ask the Cloudbet 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 am very sorry, Mirohi; the casino is non-responsive.

Please open the casino website and scroll down. In the footer, you can find the Curacao eGaming logo (license)

Click on the logo and again scroll down. You can find there a form for complaints. Please fill the form and submit your complain about this casino to the regulator.

Please use this case as a reference, that you already tried to solve the issue. Let us know that you submitted your complaint to the regulator.

Thank you for your advice.

I got new information. Everything just takes awfully long time with Cloudbet.

I sent in my ID documents already long time ago there and 12 days ago from today still a new utility bill photo. I didn't hear back from them since today when I sent inquiry about the case and got response:

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Hello,

did you receive the new utility bill photo (above) successfully 12 days ago?

I would like to remind you that I have a fresh unplayed balance mB10 in my account. Could you advise me how to receive that back to my btc-wallet address, because I can't access my Cloudbet account?

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they replied

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Thank you for contacting Cloudbet support.

After checking the verification process, Our Player Safety team confirmed, that the process is still ongoing at the moment, therefore they are unable to provide updates.

We understand that this wait can be frustrating, however, such processes can take a little longer at times depending on the nature of the documentation.

Regarding has access to your balance, once the account verification has been successfully completed you will be able to withdrawal your funds.

Please note that your funds are completely safe for the time being and as soon as we receive and further information about your account we will be contacting you by email. We can assure you, that keeping your funds isn't our intention.

We'd like to thank you for being so patient and we'll be sure to let you know once we have any updates.

Should you have any further questions please don't hesitate to ask

Kind regards,

Sue

Cloudbet Support team

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Then you can submit the complaint to the regulator or wait a little bit longer until their the investigation finished. It's up to you. I found new Skype contact and wrote to them, but so far, I didn't get an answer from them.

Hello Mirohi.

Please let me know what you want to do, I can help you submit the contact to the regulator. Unfortunatelly, I didn't get any response from the new contacts I found (4 of them). Only one guy replied to me - I asked him to help me with your case. Unfortunatelly, after that he didn't respond to me since 5th November. 

Cloudbet says the identity check is still going on and they would need more time. This state of account suspension and balance freeze without any bonus money play or such has been going on roughly one month and nearly a week now.

Thank you for the help offer with the regulator. I thought I could give them one last chance before going that route. I can wait one week more still.

Mirohi, do you have any update regarding this complaint?

No updates from the casino since the last messages. My account has been blocked soon nearly two months. If this is a normal identity document check, it really takes a long time.

It's not normal, but some security checks may take a while. Please be patient. 

Ok, I will keep waiting. But it's just rude in my opinion how they froze my own deposited money into the account like that, like it was their money to do whatever they wish.

I never agreed with any terms and conditions that after I deposit, the money ownership will transfer to them and they may do whatever with it for example block my access to it for any infinite period of time.

This feels disgusting and no id check ever should take two months no matter what unless they need to send verification check my snail mail to Alpha Centauri and back.

We would like to ask the Cloudbet 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'm still waiting for the casino to reply...

I am very sorry, Mirohi. I spoke on Skype with three people from this casino. All of them promised me that they would look in your case, and then they remained silent.

I think we were waiting too long without any progress. I will close the case as unresolved, which will have a negative impact on the casino. In case they meant it seriously, they will have a good motivation now.

We’ve reopened this complaint at the request of Cloudbet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello Mirohi.

The Casino representative contacted me and confirmed that your account has been unblocked and you successfully made a withdrawal. Can you please confirm this?

Dear mirohi,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello,

Apologies for forgetting this case from years ago. Everything is ok yes. My account is active.

Dear mirohi,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Matej

Casino.Guru