The player from Argentina had his account blocked due to suspected multiple accounts per household/IP despite living alone. He was informed all his bets have been canceled and approximately 400 USDT are held in his account. We closed the complaint because the issue was related to sports-betting.
Cloudbet Casino - Player's account was closed and winnings were held over an accusation of multiple accounts.
Amount: $400
Cloudbet Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Other
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Over a week ago, my account was blocked. I can't access it. I contacted support, they asked for documentation to verify my identity which I sent. They told me all my bets were being cancelled and my account was being closed due to multiple accounts per household/IP. I feel completely defrauded as I live alone, they give no more explanation than that, and they're keeping my balance of approximately 400 USDT without any proof that I have multiple accounts.
Clearly they don't want to pay me what I've won and they're inventing excuses to withhold my funds with total impunity.
I hope this situation gets resolved quickly. All I'm interested in is collecting what's rightfully mine and leaving without having my money stolen.
Automatic translation:
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1 year ago
Dear Reivax0242,
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.
Is there any chance that someone from your household or using the same IP address has also created an account at this casino, or that you created an account in the casino in the past?
Could you please advise if you have passed the KYC verification?
Have you accumulated your winnings with the help of a bonus?
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
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1 year ago
Translation
Hello Tomas. There is no way that someone has created an account with my IP, unless I know about it. I never had an account at the casino before.
They do not show me any evidence to justify this accusation and meanwhile my money is still withheld.
I have passed the KYC verification because I sent them everything they asked for and I did not use any bonus.
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1 year ago
Could you please advise how long were you a player of the casino before your account was blocked?
What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer, sports betting)
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1 year ago
Translation
I have played about 20 days or a month. Not much time really. I only made sports bets.
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1 year ago
Thank you for your reply, Reivax0242. I would like to emphasize that our forum Casino.Guru deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue if you only focused on sports betting.
However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.
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1 year ago
Translation
Yes, I'm interested in knowing what those places are. Thank you
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1 year ago
Thank you for your understanding, Reivax0242. I will send you the list of suggested websites via email after closing this complaint.
Due to the aforementioned reasons, this complaint will now be rejected. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
