Cloudbet Casino - Pelaajan tili on estetty viivästetyllä KYC-nollauksella.

Verified Account Suddenly Blocked & Forced Full KYC Reset After Years – Suspicious Timing

Complaint:

I have been a fully verified player with this casino for several years. My KYC was completed successfully long ago, and I have never had an issue with my documents or my account status.

Recently, without any prior warning, the casino suddenly blocked my account and claimed that my documents are no longer accepted. When I contacted live support, they told me the following (word-for-word):

"We will reset your KYC, and kindly ask you to submit all the required documents again for verification. Thank you for your understanding!"

This request is unreasonable and makes no sense, as my KYC was already fully verified in the past. I can understand providing a new proof of address, since I recently moved. That part is absolutely no problem.

However, resetting my entire KYC and requiring all documents again — including ones that were verified years ago with no issues — is unnecessary and unjustified.

What makes the situation even more questionable is the timing:

Shortly before my account was blocked, I asked support about a bonus I was eligible to receive once I completed an additional $500 (approx. 1.35k turnover). I reached out to them today specifically because I was close to qualifying for that bonus.

Right after this, my account was suddenly blocked, and I was told I must redo the entire KYC process from scratch.

The casino may call this a coincidence, but the timing feels extremely strange.

To summarize:

My account has been fully verified for years.

I was close to receiving a bonus I inquired about today.

Immediately afterward, my account was blocked.

I was told my KYC would be "reset" and that I must submit all documents again.

Only the address proof is logically required due to my move — everything else is already verified.

I am requesting Casino Guru’s assistance in reviewing this issue and asking the casino to explain why a complete KYC reset is suddenly necessary, and why this occurred at the exact moment I was nearing a bonus payout.

Thank you.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear pungentPuma,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing.

Please understand that the KYC process is an essential security measure. It ensures that withdrawals are sent to the rightful owner and helps protect both players and the casino from fraud. Because casinos cannot physically meet players or verify documents in person, these procedures are the only reliable way to confirm a player’s identity.

All reputable and licensed casinos take KYC very seriously, and completing the process may require a few working days. I understand that it can feel frustrating, especially if you’ve already completed KYC once. However, casinos may request additional documents or updated verification to ensure that all information remains accurate and matches what they have on file.

• Could you please confirm whether you have complied with the casino's request and submitted the required documents?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• When was your first KYC verification required, please?

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,

Katarina

I would like to address a serious issue regarding your recent communication.

In both live chat and email, I was informed that my KYC process had been reset and that I should upload new documents. However, I have not uploaded any documents since this reset from yesterday 10.12.2025!

Despite this, I received an email from you stating that I have uploaded documents.

This statement is factually incorrect, and I want to make it absolutely clear that no such upload was made from my side. (i can send you the screenshot of the email if you want)

Communicating incorrect information of this nature is unacceptable and raises concerns about how my account is being handled. I expect full clarification on:

• Why I received an email claiming that documents were uploaded, although this not happen since yesterday!
• Whether my account or identity information has been accessed or altered without my action.
• What exact stage my KYC status is currently in, and whether the reset has been properly applied.

Please provide a precise explanation of how this error occurred and confirm whether my account security is fully intact.

I await your prompt clarification.

more to this:

• Could you please confirm whether you have complied with the casino's request and submitted the required documents?

not since yesterday

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  

everything but the most is sports

• When was your first KYC verification required, please?

start / mid 2024

Cloudbet informed me that registrations from my country are not allowed and that my account will therefore be closed.

This is factually incorrect.

I currently reside in Sweden, which Cloudbet explicitly allows. When I originally signed up, I was living in Germany, and Cloudbet accepted German customers at that time.

Therefore, closing my account on the basis of jurisdiction is unjustified.

update:

The cloudbet live chat just informed me right now that I should upload a new address verification document from my current location in Sweden. Once this is provided, my account will be fully reopened. I would like to proceed with this now and therefore need an email address where I can send the required documents.

Dear pungentPuma,

thank you for your replies and updates.

Have you been able to send the proof of your address to the casino, please?

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

I cant send you the live Chat script, because they blocked my log in right now. I cant log in to see the chat script.

May you can ask to unblock my log in, than i can send you everything from the chat, what is proofing my points.

Hello pungentPuma,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina 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 Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear pungentPuma,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Dear pungentPuma,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible. Now I would like to invite a Cloudbet Casino representative to join this conversation and participate in resolving this complaint.

Dear Cloudbet Casino, could you please state why the player's account got blocked? Could you please provide us with the evidence? You can put the statement here and paste the evidence here or send it to my email address jana.k@casino.guru. Thank you in advance for providing the information.

Kind regards, Jana

i sent jana.k@casino.guru the mail transcript.

thank you for your help.

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

should i contact the casino about the case, and send the link?

Dear Casino Guru support team,

We would like to inform you that our Compliance team is currently reviewing the case in question. Once their review has been completed, we will provide you with a detailed update.

You can expect to hear back from us by tomorrow. Thank you for your patience and understanding in the meantime.

Kind regards,

Cloudbet

Hello  Casino Guru support team,

We'd like to note that this matter is still under review by our Compliance team, and we are currently in the process of gathering all the required details in order to provide a thorough and accurate response.

Thank you for your continued patience and understanding.

Kind regards,

Cloudbet

Hi Casino Guru Representatives,

The player opened their account with Cloudbet and verified their original KYC documentation in 2024, indicating that they were based in Austria. Cloudbet did historically service Austria, however, we have subsequently updated our Terms and Conditions (T&C’s) and geoblocked the jurisdiction. This restriction is clearly outlined in our T&C's:

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:

Austria;

As we no longer accept players based in Austria, we requested up-to-date KYC documentation from the player in order to determine if he was presently based in a serviceable jurisdiction, or if he remained in Austria. Our right to conduct such checks is clearly outlined in our T&C’s:

7.1.5. We reserve the right to conduct such checks at any time as we deem necessary to verify our compliance with clause 7.1.3. and clause 7.1.4.

During this KYC process, the player submitted documentation belonging to a different individual. This is a serious breach of our KYC and Internal Security Policies. As a result of the player’s use of third-party documents to complete KYC and our restricted jurisdiction concerns, Cloudbet closed the account in accordance with its T&C’s, KYC Policy and Internal Security Policies. 

Account closures result in the immediate cancellation of any bonus or bonus program and this right is clearly outlined in our T&C’s:

8.1. Cloudbet reserves the right to cancel any bonus or bonus program (including, but not limited to deposit bonuses, free bets, free spins, reload bonuses, and the welcome bonus program) with immediate effect at its sole discretion.

11.4. Cloudbet retains the right to suspend the whole or any part of the service for any reason at our sole discretion and in such event we may but shall not be obliged to give you any notice, however, we shall endeavour to provide you with such notice as we deem practicable. Further, Cloudbet reserves the right to close your account and confiscate the remaining balance of your account without further explanation if you have circumvented our terms and conditions by betting from a prohibited jurisdiction.

In summary, the request for renewed verification and the eventual account closure were the result of:

• An updated Restricted Jurisdiction Policy;
• Re-KYC request driven by the player’s original KYC indicating that they were based, in a now, restricted jurisdiction; and
• Attempted verification using another individual’s verification documentation.

All actions taken were consistent with our T&C’s and regulatory obligations.

Thanks you for your attention,

Cloudbet Support Team

Dear Cloudbet Casino,

Thank you for the update. I would greatly appreciate it if you could send all the relevant evidence regarding the player's breach of Terms & Conditions to jana.k@casino.guru. Thank you for your cooperation.

Hello Jana,

And thank you for your quick attention.

A member of our Support Team has designated themselves to take ownership of this complaint.

They've reached out at the provided email address.

Cloudbet Support Team

Dear pungentPuma,

I hope this message finds you well. I wanted to inform you that I have sent you an email regarding the next steps in this case. When you have a moment, I would greatly appreciate it if you could check your inbox and respond at your earliest convenience. This will allow us to move forward with the complaint process. Thank you for your cooperation and understanding.

Dear pungentPuma,

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,
Jana
Casino.Guru