Cloudbet Casino - Player’s winnings have been confiscated.

I was using normally the account, and suddenly the blocked my account asking for verification (which is normal), i have sent everything they asked.

In the first place they asked proof of residence and I thought they ask the same as showed in the ID Card, os I sent it.

They told me players from my country (Spain) can't play and allowed me to withdraw only the deposits (robbing me more than 4000 usdt in benefits). I told them im not living in Spain, but they forbid to play FROM SPAIN, but not forbid spanish players who live in allowed countries, which is my case, and right away I sent them the proof of residence in Andorra, which is my current place.

They told me that eventhough they allowed me to send new documentation to prove it (which I did), as far as the first one was not OK (due to a missunderstanding), they are going to take all my 4500usdt amount in benefits

They dont answer more emails to me

Run away from this website as far as they are a total thiefs and scammers. Be so careful

Hello sportbeting84,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Cloudbet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about? Is your account currently still closed?

Looking forward to your answer.

Regards,

Nick

I will answer step by step:

• The verification process has ended
• ID, selfie video and proof of adress. The problem comes in the proof of adress, as i said in the description i thought they were asking me to proof the adress shown in the ID, not my current living adress. They told me in the first one that was incorrect that players who play from Spain break rules. I answered them, OK, but im not living in Spain but in Andorra, and i can prove it right away. They allowed me to send new documentation, so I did instantly and i sent electricity bill on my name of Andorra my current adress. After that they told me that as far as first documentation was proof of Spain, they did not take into account the second documentation sent.
• My account is closed
• They dont answer more emails to me since 2 days ago or something

Dear sportbeting84,

Can you please forward the communication between you and the casino to nikolas.b@casino.guru?

Dear sportbeting84,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

But I already sent it right away, right?

Check email sent to nikolas.b@casino.guru

5th and 6th of August

Dear sportbeting84,

Thank you for the e-mail provided, must have missed it the first time. I will now forward your complaint to my colleague Kubo (jakub.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear sportbeting84,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Cloudbet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Cloudbet Casino,

I am writing to request a detailed explanation regarding the recent closure of a player's account and the forfeiture of their winnings. I would appreciate it if you could clarify the specific reasons behind these actions.

Allow me to first share my perspective on this matter:

As referenced by the player, paragraph 7.1.3. of the current Terms and Conditions on your website states:

"7.1.3. You agree that at all times when using the Website, including making requests for withdrawal or transfers of funds, you are not physically located in any of the following countries:..."

Spain is indeed listed among these countries. However, the wording of this rule implies that the restriction applies to players who are physically located in these regions, not to citizens or residents of these countries who are accessing the site from permissible locations.

In this particular case, the player's account was blocked, and his legitimate winnings were confiscated upon the submission of verification documents from Spain. The presence of such documents should not, in and of itself, be considered a breach of your terms. The enforcement of a rule that is not explicitly stated in the Terms and Conditions can be perceived as an act of severe unfairness on the part of the casino.

According to our Safe Gambling Codex, if a casino intends to restrict access from specific regions, it should enforce this restriction through technical means, such as geo-blocking, to prevent players from those regions from registering and using the website. In this instance, however, your site is fully accessible from Spain, allowing players to register, deposit funds, and engage in gameplay.

Given this context, I urge you to reconsider the actions taken in this case and provide a detailed explanation of the circumstances that led to the account closure and forfeiture of winnings. It is crucial for all parties involved that the rules are applied fairly and transparently, in accordance with the stated Terms and Conditions.

Thank you for your attention to this matter. I look forward to your prompt and thorough response.

Best Regards,

Kubo

Dear Kubo,

Thank you for your message. After much consideration, we confirm that the player’s account was indeed subjected to the KYC process, during which they provided documents indicating they are from a prohibited jurisdiction.

However after further review, the player submitted docs from a non-prohibited jurisdiction, therefore they can now continue to use our services without any restrictions.

The player has been allowed to withdraw their funds and their account has been reopened to which we are pleased to inform you that the player has since successfully withdrawn their balance.

Please let us know if there is anything else we can assist with.

Best regards,

Stefano

Many thanks for the mediation of casinoguru and cloudbet for reconsidering the request and doing justice

Dear Stefano and Cloudbet Casino,

Thank you for your feedback and your willingness to cooperate on this matter. I appreciate your efforts to work towards a suitable compromise.

Dear sportbeting84,

Can you please confirm that your account is now accessible and that you have successfully withdrawn your funds?

Yes, I confirm, thank you

Dear sportbeting84,

I'm glad to hear that your issue has been successfully resolved. I will proceed to mark the complaint as "resolved" in our system.

Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!

We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (https://www.trustpilot.com/evaluate/casino.guru).

An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.

Thank you in advance for taking the time to help us improve our services.

Best regards,

Kubo