Cloudbet Casino - Player's withdrawal has been delayed for 14 days.

Dear Casino Guru and Cloudbet,

 It has now been 14 days since I submitted a withdrawal request, and I have not received my funds. After playing casino games, I have successfully withdrawn funds in the past without any issues, all within a reasonable time frame of 24 hours.

However, I currently have a pending withdrawal of $20001 USDT that has been delayed for over 14 days. This delay is causing me significant concern, especially since my account has already gone through the necessary verification processes.

14 days ago, I received an email stating the following:

"We're writing to you regarding verification checks on your recent casino gameplay.

At Cloudbet, we strive to deliver an exceptional experience to all of our players, providing the widest variety of games on the casino for you to enjoy.

When players win, we celebrate this success, but we also have to ensure that the wins are verified.

We work with the best game providers, who after a large win are very quickly able to verify that the winnings are calculated and paid correctly.

As soon as the game provider has verified your win, we'll let you know so you can withdraw at your convenience."

I googled the info that maximum it takes up to 8 days to verify 50k+ wins which is not my case (in my case 7.5k), note that my recent gameplay consisted of two bets on baccarat, one lost bet, and one winning. Over the past 14 days, I have contacted support team multiple times, including sending an email, but I have only been told to "wait." via chat and no response via email. This vague response has been deeply frustrating and unhelpful. It has taken 14 days to review a single baccarat bet, which is far beyond any reasonable timeframe for such a simple verification.

I am now demanding an immediate resolution to this issue.

I have enjoyed using Cloudbet's services in the past, but this experience is seriously making me question the integrity and reliability of your platform.

Please resolve this matter without further delay.

Hello bohdanosa,

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 if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

Yes, the account has been verified since July 24, 2024. Only with real money. I communicated with the casino yesterday via live chat, they informed me that they still have not received a response from the provider and cannot speed up this process

Hello bohdanosa

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

Hi Nick,

Email sent

Hi everyone,

The issue has been resolved

Dear bohdanosa, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru