Cloudbet Casino - Player’s attempts to close his account have been overlooked.

Dear CasinoGuru and CloudBet.

Last year (May 2020) I started developing a gambling problem. I realised this and my friends told me to self exclude my account.

So I tried self excluding and because my balance was 0.0000007btc, it told me I can not self exclude the account, because there is still balance left in my wallet.

I then tried withrawing the remaining balance but I could also not do that because it was not enough to withraw.

So to get myself excluded from the casino I had to make another deposit and thus forcing me to gamble more, this lead to me not self excluding that day.

One week later something snapped in my head and I lost all the money I had saved in my life and worked hard for. CloudBet did nothing to prevent my problem gambling, and deliver a broken self exclude option, if this option to self exclude worked properly I would have not been able to make the bets to hell.

I have been emailing CloudBet for months after it happened but kept getting the same automatic reply back.

Luckily I found out there are sites to help me with my complaints, I hope you can do something for me.

Thanks in advance.

Dear Joeri,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Could you, please, forward me the self-exclusion requests which you sent to the casino? Do you still have access to your account? How much did you deposit after the first self-exclusion request?

Also, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru together with your self-exclusion request.

Thank you very much in advance for your reply.

Best regards,

Kristina

Dear CasinoGuru,

I do currently not have acces to the account as they have removed acces.

There was no communucation about self excluding, im talking about self excluding myaself with the option they give in Account->Settings.

I have deposited probably over 5 bitcoins.

I would like to add to this that my attempt to self exclude was made on Saturday 6 April 2020. But failed due to the broken self exclude sytem they are providing, as explained in my previous message.

To make things clear I am requesting a refund for my deposits the weeks after Saturday 6 April 2020

Thanks.

Joeri, I am very sorry, but if you really wanted to self-exclude yourself from this casino, you wouldn't spend more than a year by depositing and playing, and then after a year, complain about the broken self-exclusion system and ask for a refund of all deposits made in this time period. Not to mention you have no proof that you have ever requested self-exclusion, nor contacted the support regarding this issue.

Unfortunately, under these circumstances, I am forced to reject this complaint. Please understand, that it is very difficult for us to proceed with this case without supporting evidence. We would like to help you, but it’s impossible for us at this time. Please, if you come across any kind of proof, do not hesitate to contact us and we can reopen this complaint anytime.