Cloudbet Casino - Player's account was blocked.

I have been registered in this casino for a long time, played, withdrawn, everything was fine. One fine day, I topped up $100 and I needed the money back, put it on withdrawal and the account was blocked with an account verification request. I sent all the necessary photos, but the account is not unfrozen and the money is not withdrawn.

Dear Mogwai,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Cloudbet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise how long were you a player of the casino and when exactly was your account blocked? Did you use the same payment method previously in the same casino, or was this your first deposit in the casino?

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

Best regards,

Tomas

Was a casino player for more than a year, the account was blocked on April 13th. I always used cryptocurrency as deposits and everything was fine. But not at this time

Could you please explain if you requested a refund of the deposit?

I checked the casino website and found this: https://www.cloudbet.com/en/help/terms

7.5.8 If you wish to request a refund, you need to do so within the first 24 hours of the transaction in question for it to be considered (or within 30 calendar days if you claim that another person has gained access to your account).

I requested a withdrawal, I was asked to go through verification, I passed it. I was told to wait up to 6 months, which seems like complete nonsense

Thank you very much, Mogwai, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Mogwai,

This is Tomas and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will now contact the casino.

I'd like to invite Cloudbet Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Thank you.

Best wishes,

Tomas

The account is unlocked, the money was successfully withdrawn from the account. Thanks for the help.

Dear Mogwai,

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,

Tomas