An Austrian player had made a successful deposit and won a bet at Cloudbet Casino. After verifying his account, he had requested a payout but was informed he was under a 'Betting integrity investigation'. It had been delayed since 09/01/2024 and he had received no winnings yet. The player confirmed that his winnings were from sports betting and were achieved without an active bonus. However, we had regretfully informed the player that we lacked the expertise to handle issues related to sports betting, thus we were unable to assist in resolving his complaint.
Cloudbet Casino - Player's winning payout delayed due to Integrity Investigation.
Amount: 6,247 ₮
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
9 months ago
Public
Public
9 months ago
Translation
Dear Casino Guru Team,
I'm a little pissed off. I will try to describe my case to you as simply and quickly as possible.
I deposited with Crypto USDT at Cloudbet.
I then placed a bet, won it and made a payout request.
I was then informed by email that I had to verify my account. I did that, sent my document by email and then it was confirmed to me via live chat > that my account was verified.
But then still nothing happened and I received an email from Cloudbet regarding "Betting integrity investigation".
There they tell me my bets or account are being investigated, etc.
This has been going on since January 9, 2024 and I placed a single bet and wanted to cash out.
My question now is why it could take so long to pay out my winnings.
Best regards
F. S*****
Edited by a Casino Guru admin
Automatic translation:
Public
Public
9 months ago
Dear passi51,
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 how long ago you registered your account?
- Which games you’ve been playing (live casino games, slots, or sports betting)?
- Were your winnings accumulated with or without an active bonus, please?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
9 months ago
Translation
Dear Casino Guru Team,
- My account was created on January 7th, 2024.
- I only placed a single bet. (sports betting)
- The winnings were achieved without an active bonus.
I received an email from Cloudbet and have it on petronela.k@casino.guru forwarded.
Automatic translation:
Public
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9 months ago
Thank you, passi51, for your response. Unfortunately, since you have clarified that the issue solely pertains to sports betting, we regret to inform you that we are unable to assist you in this matter.
We sincerely apologize for our inability to resolve your case. However, please feel free to reach out to us if you encounter any issues with other casinos in the future. Since we currently do not have a department specifically dedicated to sports betting disputes, and lack sufficient expertise in handling such cases, we are regrettably unable to proceed with your complaint. I genuinely wish I could have been of more assistance.
Thank you for your understanding, and please do not hesitate to reach out if you have any further questions or concerns. Meanwhile, I'm forced to reject your complaint at this time.
