Cloudbet Casino - Player’s account has been blocked.

Hi,

I have a Cloudbet account. I opened it a long time ago. I played for about a month. I made a deposit of about 0.3BTC and I got to 0.92BTC. After that, Cloudbet disabled my account access. I couldn't log in. After that I wrote to them, we corresponded for about 10 days. After that they asked me to verify the account, I sent them my personal photo, selfie with ID, address confirmation. After that they wrote that my account was blocked and after that they didn't answer me anymore. I sent them emails, but they ignored every email without replying. They stole my deposit and profit. I am sending you the evidence in an attachment. I have plenty of evidence. Please if you can help in my case. Thank you

Dear zadzaga,

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. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?

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

Hi, I send you all details on mail

Thank you, zadzaga, for your email. Do I understand correctly that you were betting on sports only?

I cant remember, sorry, they frozen my account, I cant login to my account.

Thank you very much, zadzaga, for your reply. Please bear in mind that if the reason why your account was blocked will be sports betting related, this complaint will be rejected as we don’t have enough insight to take on this kind of issue.

I will now transfer your complaint to my colleague Tomas (tomas@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.  

Okay. Thank you for info.

Hello zadzaga,

I will assist you with the complaint from now on. I went over the exchange between you and the casino and I will do my best to help. Could you explain if the whole exchange happened in 2018 or if the casino contacted you recently?

2018 year they write me my account is frozen, they will contacted me, I send them inquiry every 2-3 months in this period till before few days, when I see they dont answer me, and they answer me on chat your account is under review security department, I decide contact you for help. They dont answer me on my mails, only on chat write me that.

Cloudbet Casino,

Would you be able to explain why zadzaga had his account blocked and his balance withheld?

Dear kecmi90 and Casino Guru,

Thanks for bringing this case to our attention.

This player’s account was closed down back in 2018 after an investigation took place which resulted in evidence solidifying the fact that there was evident pattern-betting between this and another registered account which is a major breach of our T&C’s.

This case has been reviewed by the relevant sports and security departments. On May 24th. 2018, the player in question, had been tracked down for a number of days due to the same betting patterns with another account. kemci90 was sent the KYC verification email and as such the player needed to undergo the procedure as per our sports team’s suspicions.

May I also add that our Player Safety team got involved by this point as the player’s same device and IP address also popped up on the suspected multi account’s logins. The KYC procedure was well underway as the email had been sent to which kemci90 fulfilled the KYC request and provided us with the documentation in full.

Upon further viewing of both accounts’ logins and bets, the sports team came to the conclusion that both accounts were being operated by the same individual. Further proving this was the fact that the suspected multi-account was created on May 5th. 2018. On this day, kecmi90 accessed their account from the very same IP address and device that the other account in question used to register on Cloudbet.

Since both the same IP address and the device had popped up on more than one occasion, on both accounts, this helped out with investigations and further solidified the fact that kecmi90 was the owner of the accounts in question. As such, both accounts were closed down in accordance with section 7.1.10.2. of our Terms &Conditions:

"Only one account per customer/IP/household is allowed. If you attempt and/or successfully open more than one account, all of your accounts may be blocked, suspended or closed and any Cryptocurrency credited to your account frozen."

We find this investigation to be as clear as can be, just as much as we expect each and every player to adhere to our regulations. This much has been specified for the player that’s involved. More so, may I add that kecmi90's withdrawals far exceed the credited deposits so any current funds on the account have been rightfully frozen along with the account’s closure.

As it stands, we find that Cloudbet has acted in accordance with the T&C’s stating that the creation and ownership of more than one account is a direct violation of the regulations that are set in place.

Kind regards.

Stefano,

Customer Support Team Leader

Hello all,

Thanks for the detailed explanation to the Cloudbet Casino team.

Dear zadzaga,

As your account was blocked due to an issue that is sports betting related, this complaint will be rejected as we don’t have enough insight to take on this kind of issue.

Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.