The player from Japan tried to withdraw his winnings, but his account was closed after submitting documents for verification. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Cloudbet Casino - Player's payment is delayed and account access blocked.
Amount: 5,000 XRP
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
Public
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9 months ago
Translation
I bet about 3000 XRP on Sumo on 7/12.
The opponent was absent, but the bet was determined to be a win, so the full amount of 5000 XRP was withdrawn.
Since kyc was requested, it corresponded correctly.
It's been a week since then and still no payment.
Also, you cannot log in to your account.
Automatic translation:
Public
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9 months ago
Dear x2002x2002x,
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. Do I understand correctly that you successfully passed the verification before the casino blocked your account? Have you accumulated your winnings with or without an active bonus?
Could you please advise which games you focused on while your account was still active - slots, live casino, sports betting, etc.?
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,
Kristina
Public
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9 months ago
Translation
Thank you for your response.
No bonus used.
"Am I correct in saying that the casino passed verification before blocking my account?" What does this mean?
About the account, I only used sports betting.
Automatic translation:
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9 months ago
Translation
Thank you for your help.
I just got a reply from Cloudbet and my account has been reinstated.
I haven't been able to withdraw, but the balance has been returned.
I apologize to you for a fuss over.
Automatic translation:
Public
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9 months ago
Thank you for your reply, x2002x2002x. Are you unable to make a withdrawal? Or have you made a withdrawal request that has not been processed yet?
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9 months ago
Translation
After that, I was able to complete the withdrawal!
Automatic translation:
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9 months ago
Great! Have you already received your winnings? Can we now consider this case resolved?
Public
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9 months ago
Translation
received! Solution.
Sorry for the trouble.
Automatic translation:
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9 months ago
Dear x2002x2002x,
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,
Kristina
Casino.Guru
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