Cloudbet Casino - Igrački račun je blokiran, a sredstva su konfiskovana.

Greetings, after several successful bets on this site I blocked my account I managed to make 1 withdrawal before the blocking but there are funds that remained there I asked them to return the funds and let them block the account but I refused so I am writing a complaint here, can you help me?

Dear Inna123,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you are facing with your casino account.

To better understand your situation and assist you effectively, could you please provide us with the following details?

• Could you please clarify if you requested the account closure or if the account was closed by the casino?
• Do I understand correctly that you had $700 (dispute value) in your casino account before you lost access to it?
• Which games did you play - slots, live casino, sports betting, etc.?

Your cooperation in providing these details will help us investigate and work towards a resolution. Feel free to forward any relevant communications to kristina.s@casino.guru.

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,

Kristina

letter sent

Thank you very much for your reply, Inna123. Did you accumulate your winnings with or without an active bonus?

Also, did you receive any explanation from the casino regarding the blocked account? 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.

A letter has been sent to your inbox

Thank you very much, Inna123, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

At the time of registration Ukraine was available, they added it to the list of banned countries after my registration I did not violate any of the rules, and if so let them prove, they stole 900 dollars from me because the account was 1398.

Hello, Inna123,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. In the meantime, while we wait for the casino's response and explanation, I have a few questions for you to clarify the situation.

• How much did you deposit to the casino, how much did you withdraw from your account successfully, and how much was exactly left in your casino (balance + any pending withdrawal(s)) - all funds that you had in the account at the time the casino blocked it?
• The casino's explanation indicates rather a duplicate account or multiple accounts, or a different breach, while they did not mention country restrictions; do you have only 1 account at the casino? Is it possible someone around you also has an account at Cloudbet Casino? If so, is it possible that there are personal details/payment methods/data matches between your account and another account or other accounts at this casino?
• Is it possible that most of your disputed winnings/balance came from sports betting?

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Cloudbet Casino Team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

1) The deposit was $500 dollars

2) I have only one account, it is unlikely that someone from my neighborhood plays, but even if so it is a valid reason for blocking, if I for example do not know who plays and who does not, it is absurd! In any case, I used my personal email and cryptocurrency wallet except for me no one has access to it, so this option is eliminated.

3) Most of the bets were on sports if it matters

Alright, Inna123, thank you for your answers.

It will depend mainly on the casino's response and explanation, whether most bets on sports betting matter. We will see.

Now, let's please wait for the casino's clarification.

Thank you for your patience and understanding.

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.

Greetings,

I am extending the timer once again, until the end of this week (Friday), contacting the casino manually outside the thread, using all internal contacts and contacts from the casino's website.

If no one from the casino contacts me/us back with the relevant information until the current timer expires, the complaint will be closed in accordance with the information in my previous post.

Thank you for your patience and understanding.

Dear Casino Guru,

Please be advised that a representative from the customer support team at Cloudbet has reached out with sufficient evidence required for this case on the email address that Branislav has provided.

With thanks,

Cloudbet

Thank you for your response and the update, Cloudbet Team.

I replied to the email a while ago, waiting for the requested, as I mentioned. The email was sent a bit later than my response here.

Anyway, let's also wait for Inna123's next response and clarification.

Thank you for your patience and understanding.

I personally did not register twice, maybe someone I know did, but I doubt it, and I wonder why I should be responsible for other people?

Dear Inna123,

After gathering all the necessary information, we are closing this complaint as unjustified due to the following reasons:

• At least 2 accounts registered within the same household/address, which is prohibited - under specific circumstances, it itself (2 accounts/individuals playing from the same household) would not have to mean automatically an abuse or gaining an unfair advantage; however, in this case, there were several clear matches in the data between the linked accounts that it would be probably impossible to prove otherwise or that the accounts were used separately, by different individuals
• The casino also referred to the activity in your account(s), which means it is also related to your gameplay and the gameplay of the linked account, so sports betting, which is the kind of issue we currently do not handle and do not have enough insight to take on
• Providing incorrect/misleading information during the entire complaint resolution process and intentionally/consciously avoiding answering specific questions

If you are not satisfied with the complaint solution, I recommend you submit your complaint to one of the websites that deal with sports betting-related complaints, to ADR (if the casino states any on its website), or directly to the authority that regulates the casino.

Thank you very much, Cloudbet Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru