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I was asked by the Risk and Payments team on Cloud Casino to provide more information to be able to withdraw my winnings. I knew I had been spending a lot on the site and expected to be questioned as to where the funds were coming from. I sent the required documents including bank statements and proof of an inheritance. My casino account had been restricted until the documents had been verified. I was told verification would take three working days. I have been in regular contact with the support team as it has now been eight working days since I sent off my documents. The support team respond quickly but have pre scripted responses such as " we will bring this issue up with our team and once we have a reply we will email you". Well they haven't emailed me with a response from the Risk and Payments team and I am still waiting. It's three weeks since I requested the first of my four withdrawals. In total amounting to £9,000. I no longer have access to my online account so my only form of contact is by emails. All of which I am saving should I need them to take this matter further.

This issue is making me Ill. I constantly check my emails and cry at the thought of my money being held back and being given no reason as to why. I trusted this site as it is regulated by English and Gibraltar licensing and it also had good reviews. I feel in have been fobbed off by the support team and don't see an end to it. It is so frustrating when you get the same messages back from the support team over and over again. There is no phone support so I just sit and wait for emails. There is no crime in spending my own money to play online and being able to prove I had the funds. But it is a crime not to refund money to me that was legitimately won.

Dear Sarakelly2,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that the requested information is necessary for the casino to make sure that your funds have been obtained legally and you have enough funds to participate in the betting. AML (Anti-Money Laundering) Regulations for Gaming and Gambling Industry are usually set by the Licensing Authority and all the serious and licensed casinos have to comply and follow these policies.

That’s why we advise players to fully cooperate with casinos and provide all the required documents as soon as possible.

We are left with no other option now just to wait for the casino to complete their additional verification. I will set the timer for 7 days and check back with you next week. If there’s no development by then, we will intervene. I wish I could be of more help. Thank you in advance for your patience.

Best regards,

Petronela

Thank you. I have fully complied with the payments team requests. I have been polite in all correspondence. I have not been contacted at all by the payments team informing me if the documents were satisfactory or if they needed more. It's a constant waiting game that is making me ill. I am unable to sleep. As you can appreciate it is a lot of money owing to me. Thank you again for your email. I will wait in anticipation this can be resolved.

Thank you very much, Sarakelly2, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you. I really hope you can help. I had previously had security clearance on Cloud Casino and had made several withdrawals before this issue arose but once I started spending more that's when more documents were requested on 15th March. I understood the reasoning for this and was happy to wait the three days for clearance. Because restrictions were put in place I no longer had access to my account to upload my documents. So on the 22nd March once I had gathered all the necessary documentation together the support team sent me a link to send the documents to. I did this straight away. I was told verification takes 3 full working days. I sent the documents on 22nd March and we are now at 1st April. I sent emails to Dominic in the support team on 25th and 30th March asking if he could please contact the payments team to find out what the hold up was. His replies were exactly the same. "I have sent a message to our team now. We will inform you straight away when we have a response". I think support have a template of replies for customers to work from. I asked to speak to a manager but once again I was told I have to wait for a response from the payments team. I have never had withdrawal issues on other sites and have always been given what's owed to me. I really thought I was safe on this site. I really am so upset. Before opening this account I read all the reviews and ratings and felt safe knowing Cloud Casino were licensed.

Pending withdrawals are:

£1000 11th March

£2000 12th March

£2000 14thMarch

£4000 15th March

Total £9000.

I hope this helps.

Dear Sarakelly2,

I’m very sorry to hear that you’ve been experiencing issues withdrawing your funds. I will contact the casino representative and see if I can help.

I would like to invite Cloud Casino to join this discussion and clarify the situation.

Thank you Andrej. I would very much appreciate Cloud Casino joining the conversation. I feel I have been very patient waiting for a response from the payments team as the original time given for a response was 3 days and i would now just like this resolved so I can recover from the stress and anxiety this has caused me. Many thanks again.

Update

I have now twice requested copies/screenshots be sent to me of my pending withdrawals and of my transactions on cloud casino. The first request I had no response and on the second request I had the same response as I have previously had from the support team " we have passed this to our team and we will email you when we have a response". Its the same scripted response no matter what I request. I even asked them kindly to assure me it would be passed to their management team to investigate. That request was not responded to.

I have resent my documents in the hope someone will take the time to verify them this time. Hopefully someone from the company will respond to guru and resolve this matter for me.

We would like to ask Cloud 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’.

Today I have sent a formal complaint to the customer support team to forward to the 'Customer Support Manager'. The support team assured me this has now been forwarded. I have given them a time frame of one week to reply to my complaint. I will inform Guru of any updates when or if they occur.

Thank you, Sarakelly2, for the update. Please keep us posted.

Dear Sarakelly2,

Unfortunately, since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.