Cloudbet Casino - Player’s requesting a full refund.

Had an exclusion with the casino, set up a second account using only a different email address. All other details the same, ID and selfie uploaded and verified. Also received marketing emails while excluded. Deposited 5,500 informed the casino of the exclusion and eventually after much dispute got 2500 back which was most of the current balance (they deducted 600) but did not receive all losses.

They are very clearly at fault they had my ID name date of birth and a photo of my face the exact same as the excluded account, only difference is email address.

Dear Conor,

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. Could you please advise what was the reason you have closed your first account? How much you have deposited into your new account and how much winnings did you accumulate?

Please forward any relevant communication along with supporting evidence (such as screenshot of your cashier history) to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes those are the only differences. Full name and date of birth are the same. They did not request address on sign up. My total deposits were around 2 ethereum, and total winnings were 1.1 ethereum but they deducted 0.2 ether and I ended up withdrawing 0.9. I believe they owe me 1.1 ethereum or roughly 3000 euro.

thanks

Thank you, Conor, for your reply. Is your account blocked already or it's still accessible? Could you please forward a screenshot of your cashier history?

It is blocked and I can’t access any of this

Is there any other supporting evidence that would clearly show how much you've deposited into your casino account, please?

i can possibly get a history from my crypto wallet showing the address it was sent to? But there’s nothing in the address to identify that it went to cloudbet

Please forward the history of your crypto e-wallet. Do I understand correctly that you have also received some winnings in your second account?

I have sent the history of the transactions

Thank you very much, Conor, for the e-wallet transaction history. Could you please advise when exactly was your first account closed and another one created?

First account closed 16/nov/21

secone created 15/Jan/22

From the forwarded e-waller transaction history I understood that you have had 12 withdrawals. You wrote the following statement inside your email:

"Please see attached history of my ether wallet for complaint against cloudbet. 

All deposits to cloudbet were to the address beginning 0xd35FB and the two withdrawals can from the address 5fe11e408"

Could you please clarify?

Correct

Sorry I have not had 12 withdrawals. Just 2. You can see only two incoming transactions from another crypto address and numerous transactions to the same crypto address. The other transactions are me buying crypto, those were me buying it so I could deposit.

Could you please advise the exact date and times of those two withdrawals?

Two withdrawals were 16/01/22 at 17.39pm and the other 17/01/22 at 08.02Am

All deposits are visible on the sheet I sent you as minus followed by an eth value and all were sent to 0xd35

That is correct, each eth was worth a lot more when I was playing thought haha

Thank you very much, Conor, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Conor,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Cloudbet Casino to the conversation to participate in the resolution of this complaint.

Thank you, I hope they do the right thing and refund me

Dear Casino Guru & Mr. L****,

Cloudbet takes responsible gaming very seriously, we have tools in place to detect and prevent excluded accounts from accessing the site whilst prohibited from doing so. Gambling should remain a form of entertainment within one’s own limits, we are sorry to hear about Mr. L**** continued troubles with problem gambling.

We further agree that Responsible Gaming is a shared responsibility, which is why we offer the tools we do and have a highly trained support team that handles these conversations.

In the case of the complainant, Mr. L**** created an account at Cloudbet on the 14th November 2021, placed a few sports and casino bets, and on the 15th November 2021 proceeded to contact support with a request for Cloudbet to refund all of the deposits made and to close the account.

Our customer support team, with a complete understanding of the situation, informed Mr. L**** that we would not refund deposits made to the account, however, we will immediately close the account under an exclusion. Our team provided Mr. L**** with options to seek help for bringing his gambling under control. Mr. L**** expressed no interest in our help and was only interested in obtaining the deposits made.

Mr. L**** then contacted support on the 17th January 2022with a complaint stating that Cloudbet allowed him to open an account, verify that account, and play. The secondary account was immediately closed.

Upon investigation our team detected an attempted sign-up from Mr. L**** on the 15th January 2022, which was blocked due to an exclusion in place, our system behaved correctly and as expected.

My L****, deliberately circumvented our registration blocks that are in place to try to set up an account, after having agreed to close his account. This breach of our terms and conditions and the agreed terms of a self-exclusion;

7.1.10.2. Only one account per customer/IP/household is allowed. If you attempt and/or successfully open more than one account, all of your accounts may be blocked, suspended or closed and any Cryptocurrency credited to your account frozen.

Once your account is self-excluded you will not be allowed to make use of Cloudbet services during the exclusion period. Can you confirm if you would like to proceed?

Mr. L**** had a balance on the account and it was agreed that Cloudbet will allow the player to withdraw the remaining balance, minus the welcome bonus that was claimed against the terms of a multi-account, the player was informed of the adjustment to the balance and informed that he was allowed to only withdraw from the account and that by doing so we will deem this as a resolution agreement and we will consider this case closed from both parties. We received no further reply, a withdrawal was requested and processed. 

We later received a reply from Mr. L**** informing us that he often excludes and creates subsequent accounts with other websites and seeks refunds and that Mr. L**** will be taking action against Cloudbet unless we refunded all of his deposits, despite agreeing to the resolution provided. It is without a doubt that Mr. L**** is fully aware of his actions and makes calculated attempts to bypass and create new accounts, Mr. L**** does not seem to want to heed the advice given to seek assistance for his gambling.

In conclusion, given the fact that our systems behaved correctly and prevented Mr.L**** from creating an account, the player deliberately circumventing our system and the habit of bypassing other fraud detection systems with other casinos, the withdrawal which we allowed the customer to make and the advice given by our support team, Cloudbet deems the action taken to be fair and reasonable.

We will not be considering any further requests on this matter. We wish Mr. L**** the very best and hope that he seeks the appropriate assistance for his gambling.

Regards,

Steve

The Cloudbet team

Dear Cloudbet Casino team,

Thank you for your reply. Let me ask you a question. How much exactly did Conor deposit after the casino was informed about his gambling problem and how much was refunded?

I did nothing to circumvent the sign up process other than use a different email address. Everything else was the same, including ID which you verified. I believe this is totally negligent and yes I have a problem and have tried this with other casinos- not out of any malice, but because I have a problem for which I am now in recovery. And not a single other bookmaker and I just have tried most, have let me get anywhere near accessing and depositing let alone sending in my ID and having it verified

Dear Casino Guru & Conor,

Cloudbet has provided a full response to this thread and attempted to make a resolution with the player.

As we have exhausted our complaints procedure we would inform Conor to raise this directly with our official ADR, whose ruling we will be obliged to follow.

Best regards.

Steve

Dear Steve,

Yes, Cloudbet has provided a full response but without amounts. From the moment when the casino received the information that Conor had a gambling addiction all winnings should be voided and all new deposits should be returned back to him and not just the part of the balance that remained on the account. That means, he shouldn't be allowed to win or lose.

We would like to ask Cloudbet Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Casino Guru,

Cloudbet has responded to the complaint with a clear overview of the case along with a presented solution which was accepted by the player.

If the player is not happy with the outcome after agreeing so, then we advise the player to take this up with our official ADR.

Regards,

Steve

Dear Conor,

Have you reached a settlement with the casino?

Dear Conor,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Dear Conor,

Since you stopped responding I'm forced to reject your complaint. Thank you for using the Casino Guru complaint resolution center.

Best regards,

Peter