Cloudbet Casino - プレイヤーのアカウントは閉鎖され、賞金は複数のアカウントの告発により保留されました。

Over a week ago, my account was blocked. I can't access it. I contacted support, they asked for documentation to verify my identity which I sent. They told me all my bets were being cancelled and my account was being closed due to multiple accounts per household/IP. I feel completely defrauded as I live alone, they give no more explanation than that, and they're keeping my balance of approximately 400 USDT without any proof that I have multiple accounts.

Clearly they don't want to pay me what I've won and they're inventing excuses to withhold my funds with total impunity.

I hope this situation gets resolved quickly. All I'm interested in is collecting what's rightfully mine and leaving without having my money stolen.

Hace más de una semana mi cuenta fue bloqueada. No puedo tener acceso a ella. Me puse en contacto con soporte, me pidieron documentación para verificar mi identidad que fue enviada. Me dijeron que me cancelaban todas las apuestas y cerraban mi usuario por múltiples cuentas por hogar/IP. Me siento totalmente estafado debido a que vivo solo, no me dan más explicación que esa y se están quedando con mi saldo de aproximadamente 400 USDT sin ningún tipo de prueba que tengo múltiples cuentas.

Evidentemente no quieren pagarme lo que gané e inventan excusas para retener mis fondos con total impunidad.

Espero que esta situación se resuelva rápido. Sólo me interesa cobrar lo que me corresponde y retirarme sin que me roben mi dinero.

Dear Reivax0242,

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino, or that you created an account in the casino in the past?

Could you please advise if you have passed the KYC verification?

Have you accumulated your winnings with the help of a 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,

Tomas

Hello Tomas. There is no way that someone has created an account with my IP, unless I know about it. I never had an account at the casino before.

They do not show me any evidence to justify this accusation and meanwhile my money is still withheld.

I have passed the KYC verification because I sent them everything they asked for and I did not use any bonus.

Hola Tomas. No hay forma que alguien haya creado una cuenta con mi IP, al menos que yo me haya enterado. Anteriormente nunca tuve una cuenta en el casino.

No me muestran ninguna prueba que justifique esta acusación y mientras tanto mi dinero sigue retenido.

La verificación de KYC la he pasado porque les envié todo lo que me pidieron y no utilicé ningún bono.

Could you please advise how long were you a player of the casino before your account was blocked?

What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer, sports betting)

I have played about 20 days or a month. Not much time really. I only made sports bets.

He jugado aproximadamente 20 días o un mes. No mucho tiempo realmente. Sólo hice apuestas deportivas.

Thank you for your reply, Reivax0242. I would like to emphasize that our forum Casino.Guru deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue if you only focused on sports betting.

However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.

Yes, I'm interested in knowing what those places are. Thank you

Si, me interesa saber cuáles son esos sitios. Gracias

Thank you for your understanding, Reivax0242. I will send you the list of suggested websites via email after closing this complaint.

Due to the aforementioned reasons, this complaint will now be rejected. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.