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Account blocked during withdrawal attempt

My account with Cloudbet was suddenly blocked right after I tried to make a withdrawal. I then received an email saying they are conducting a "betting integrity investigation" which could take up to 6 months.

I find this very unfair because I had no issues with my account until I requested to withdraw my money. I was not given any clear explanation of what exactly I am being investigated for, and now my funds are being held without a proper timeline for resolution.

I believe this is an unreasonable delay and I am worried that Cloudbet is using this investigation as an excuse not to pay out my winnings. I would like Casino Guru’s help to get my withdrawal processed as soon as possible.

Hello,

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 which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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

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Stay safe.

Could you please advise which games you focused on - slots, live casino, sports betting, etc.? A mix of everything.

Did you pass the verification before you lost access to the account? Yes, account is verified.

Did you accumulate your winnings with or without an active bonus? Without an active bonus.

Hello Aquita12,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Aquita12,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru