Cloudbet Casino - Player’s account is closed without proper resolution.

Dear Casino Guru,

I am writing to file a formal complaint against Cloudbet for their gross negligence in handling my request related to responsible gaming. On 23-08, I contacted Cloudbet’s support team via live chat, where I explicitly informed them that I have a serious gambling problem. Due to the severe impact this has had on my mental health, I requested that my account be permanently closed.

To my dismay, Cloudbet only offered me a temporary cooling-off period of 24 hours, which I find completely inadequate given the severity of my situation. I want to stress that I am struggling significantly, to the point where I am experiencing suicidal thoughts. I need immediate help and protection from further harm, which is why I repeatedly pleaded with them to close my account permanently.

Despite my clear and urgent request, Cloudbet did not take appropriate action to safeguard my well-being. Their failure to close my account is a blatant disregard for responsible gaming practices and has only exacerbated my distress.

Furthermore, I am requesting a refund of my recent deposits, totaling approximately 750 EUR. After admitting to Cloudbet that I have a gambling problem, they neglected my request to close the account and allowed me to continue depositing and gambling. Given these circumstances, I believe that a refund is both justified and necessary to mitigate the harm that has been caused.

I am deeply concerned by Cloudbet’s handling of this situation and feel that they have failed in their duty to protect a vulnerable player. I am reaching out to Casino Guru for assistance in resolving this matter, as I have not been able to get a satisfactory response from Cloudbet directly.

I hope that with your help, this issue can be resolved swiftly and appropriately. Should this matter remain unresolved, I will have no choice but to escalate it further, including filing a formal complaint with Curaçao eGaming and considering legal action.

Thank you for your understanding and support in this urgent matter.

Hello Stinooo,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Cloudbet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you request the exclusion through live chat or e-mail support? When was the last time you spoke to the casino and what was it about?

Would it be possible to forward the request you sent to the casino to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

Hello,

No, my account is not verified. I have requested the self exclusion through live chat and admitted I have a gambling problem. I have attached the screenshots in this post. Unfortunately admitting having a gambling problem wasn’t enough for the casino to block my account.

I have requested permanent self exclusion on 23-08 and admitted to have gambling problems. Support said I can only follow the procedure and do a 24 hour cooling off period, which I did. After I logged in again to my account I could not self exclude permanently. A few hours later I got a dopamine kick to gamble and deposited 750 EUR… and ofcourse lost… I feel like that the casino should have blocked my account because I admitted to have gambling problems. I literally begged them to do so.

I have contacted the casino on 25-08 and they said they couldn’t do anything because they followed the procedures… they really dont fullfill their duty of care.

I have send the screenshots via email to Nikolas.

Hello Stinooo,

Is your account currently still active?

Hi Nick,

They have disabled my account now, and asked for vertification documents. I will not do the verification as they will reopen my account after that.

Hello Stinooo,

When exactly did they block it? Did the say that they will reopen it? Mostly the verification during self-exclusion servers to prevent any further registration from your details. Without the verification, they won't be able to detect in case you would create a new account.

Yes, they said they would reopen it when I would do vertification. I have attached the screenshots.

Hello Stinooo,

So basically your account is now closed and they won't reopen it for self-exclusion and not providing the documents as well.

Is there anything else we could assist you with?

Yes, because I have admitted earlier that I have gambling problem and they neglected my request to close my account. I gambled further and lost approximately 750 euro. I feel like Cloudbet should have closed my account when I admitted I have a gambling problem, I wouldn’t have lost the 750 euro if they would have closed my account. So I’m asking the deposits back after they neglected my account closure due to gambling problem.

Hi, will I still get a reply on this case?

Dear Stinooo,

I hope this message finds you well.

Would it be possible for you to provide screenshots of your initial request, ensuring that the date and time are clearly visible? Additionally, could you please include the receipt for your €750 deposit? We would like to review how the casino responded to your first mention of gambling addiction, as well as determine the timeframe between your request and the permanent closure of your account.

Your cooperation in providing these details will be invaluable in helping us assess your case. Thank you for your time, and I look forward to your response.

Best regards,

Nick

Dear Stinooo,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.