Cloudbet Casino - Loyalty Points Never Released, Support Unresponsive

Matt Cherette United States
posted on July 16, 2016.

I have accumulated more than 45,000 loyalty points at Cloudbet. Their terms and conditions state that for every 800 loyalty points accumulated, I will be credited 0.01 BTC, however I only ever received 0.06 BTC in bonus funds, presumably for my first 4,800 loyalty points. That leaves over 40,000 points that have gone uncredited, amounting to more than 0.4 BTC. I emailed support about this issue numerous times and was always given a canned, ambiguous response that didn't address my issue or answer any of my questions.

I have since emailed support several more times to ask why they didn't credit me for my loyalty points, asking for clarification on the function of loyalty points, asking why I haven't been offered any bonuses or promotions or VIP offers, and was initially told that my email had been escalated and I would receive a response/offer soon, which never came. Then I emailed again and was told that because it was July 4th weekend it might take a bit longer but that the player manager would be offering me something soon. Never heard back from anyone again, despite sending upwards of a dozen emails to support in the two-plus weeks since I last heard from them.

posted on July 22, 2016.

Hi there,

Thanks for reaching out, and I appreciate you bearing with us while we discuss your case internally. Your complaint was recently escalated to me, and I wanted to ensure I had all of the information first.

I see that you were awarded a first deposit bonus (for your first deposit), which you have cleared entirely. Your first deposit was 0.06 BTC, and accordingly the 100% match was for 0.06 BTC, which you have cleared completely. The bonus was released to your account, so you have already earned your first deposit bonus in full, and have been paid all that is due to you according to our first deposit bonus promotion.

The loyalty points otherwise have no value, and cannot be exchanged for cash.

That said, we do value your play, and our VIP team will reach out to you for a VIP offer directly. Thanks!

Best regards,

posted on July 25, 2016.

Dear Matt,

Are you satisfied with casino response, can we close this complaint? Please be advised that in case you fail to respond within the given time frame we will consider this case as resolved.