Cloudbet Casino - KYC の失敗によりプレーヤーのアカウントがブロックされました。

I am on vacation in Canada so decided to try out CloudBet. Deposited $600, they let me place 1 bet, won it and then instantly it asked for a KYC. Only problem is my documents are from America so they keep failing the KYC and are requesting "vacation documents" which I am sending and am getting this response over and over again from their unhelpful support (see screenshot).

Absolutely ridiculous. Let me deposit as I am in Canada currently but then BLOCKED my account because I do not have a Canadian ID for the KYC. Scam site

Dear cbbgoat,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Well, of course, the casino let you deposit because your IP address indicated you were in the allowed country.

Based on the attached screenshot I see clearly that the casino asked you for proof that you currently are in Canada and it seems that you didn't provide sufficient documents.

Could you please advise if you've already provided all the required documents listed in the email?

Thank you very much in advance for your reply.

Best regards,

Kristina

I have absolutely provided documents. Both the flight itinerary AND hotel booking

Thank you very much for your reply, cbbgoat. 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 cbbgoat,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.