Complaint #284 Cloudbet Casino

Betting integrity investigation 6 months

By Jose O.

2 months ago

I am filing this complaint against Cloudbet because they have unfairly restricted my account and withheld my balance of approximately $300 USD since April 10th.

On that date, they informed me my account was under a "betting integrity review" and stated that in exceptional cases, it could take up to 6 months. While I understand that casinos need to conduct standard security checks, keeping a player's legitimately deposited funds locked for a third of a year with absolutely zero transparency is an abusive practice.

I am a regular sports bettor, focusing on standard markets, and I have done absolutely nothing to violate their terms of service.

I have tried reaching out to their customer support multiple times to get a real update on my case. However, their first-line support completely ignores my emails. I only receive copy-pasted, automated script replies (most recently from an agent named Evelin) merely repeating the "6-month" excuse without providing any proof, details, or actual assistance. They even ignored my notification that I am escalating this to their regulatory body (Curaçao Gaming Authority).

I am requesting AskGamblers' intervention to force a higher-level management representative at Cloudbet to actually look into my account (Username: gtleague2026), conclude this endless "investigation," and release my funds immediately.

Thank you for your assistance.

Disputed Casino Cloudbet Casino

Reason Declined payment

Amount $300

Discussion

AskGamblers

• Support Team

2 months ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

gtleague2026

• Mexico

2 months ago

Dear AskGamblers Team and Cloudbet Representative,

I would like to provide a final update on this matter.

I am happy to report that I was finally able to access and withdraw all my funds across all my accounts, and the money has successfully reached my crypto wallet. Cloudbet has kept my main account active and permanently closed the secondary accounts, which I understand and accept.

This issue is now 100% resolved. I want to thank the AskGamblers team for providing this excellent platform and helping players get a fair resolution, and also thank the Cloudbet team for finally sorting this out.

You can now close this complaint as Successfully Resolved.

Best regards,

gtleague2026

• Mexico

2 months ago

Dear AskGamblers Team and Cloudbet Representative,
Cloudbet informed me via email that I could withdraw my original deposits. However, this is currently impossible due to technical restrictions placed on my accounts by the casino itself. Here is the current status of my accounts:
First account: I was able to request a withdrawal, but it has been over 30 hours and the transaction is still pending/has not been processed.
Second account: I can log in, but the system is blocked and does not allow me to input a withdrawal amount.
Third account: I am completely blocked from logging in.
It is unfair to tell me I can withdraw my deposits while keeping the system restricted. I request that Cloudbet's finance team manually process the total refund of my deposits directly to my personal crypto wallet address to finally resolve this issue.
Please keep this complaint OPEN.

AskGamblers

• Support Team

2 months ago

Dear @gtleague2026,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Cloudbet Casino Complaint Stats

Resolved 85 / 97

Avg. Amount $27,808

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

Cloudbet Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 62 out of 69 complaints in this category have been resolved.

This operator's average complaint duration is 8 days, while the average duration across all operators is 8 days.

Cloudbet Casino Complaints

See all complaints for this casino

My account is under review for 7 months now

Cloudbet decided that 04.04.2026 my account needs to be reviewed and they stated:
"Hi topnotch-rest,
We wanted to let you know that your account is currently temporarily restricted while we carry out a standard betting integrity review. These reviews are an important part of keeping our platform fair and secure for all customers.

Please note that, in certain rare cases, the process can take up to six months to complete. We understand this may be inconvenient and appreciate your patience during this time."

Its now been over 6 months, close to 7 months and still no update, i messaged them on live support and they told me they will update me, its been 72h since i talked to them and still nothing!!!

For first why did they even review my account? I didn't do anything, gambled normally never had any other account, verification was accepted, phone verified, email verified, i'm close to 30y old so gambling is accepted. Its been very long so i don't remember sharp what exactly did i gamble on, i think it was Basketball or Baseball.

Please check with them and tell them to release my money this what they are doing is not fair and not a single casino with a license should be doing this, i have "3.68818158 ETH" in my account

82h left

ETH4

Account has been restricted

Hello, my account has been blocked for no apparent reason. I tried to place a bet and discovered that my access to the account had been restricted. I contacted customer support via email, but they simply informed me that the account was blocked without providing any explanation. I have not violated any rules; I placed bets quite frequently and held a "Sapphire 3" VIP status, with a total wagering volume exceeding one million. My account balance is currently 0, but I do have several active wagers on the winners of various championships (NFL, Serie A).

They just gave me an answer

"We are writing to let you know that your account has been restricted and associated funds (if any) placed on hold in accordance with our Terms of Service and applicable legal and regulatory obligations.

This is a legal requirement, not a discretionary decision.

We apologise for the disruption."

"We understand this is frustrating. Due to our legal and regulatory obligations we are unable to share further details regarding the basis for this decision or provide a timeframe for the duration of this hold.

If you wish to seek independent legal advice regarding your position, you are encouraged to do so.

We apologise for the disruption this causes."

They didn’t provide any reason; they simply made a decision and took my money—which means they could do the same thing to any player.

I want my account to be unfrozen, or alternatively, I want my bets cancelled and my money returned, and then the account can be closed permanently.

59h left

$1,500

Complaint against self exclusion failure

Amount disputed: 0.695652888289798 ETH

Description of my complaint

I am submitting this complaint against Cloudbet regarding its handling of my explicit request for permanent self-exclusion due to gambling addiction and my subsequent gambling losses of 0.695652888289798 ETH on October 21, 2026.

On March 27, 2025, I contacted Cloudbet by email and clearly disclosed that I had a gambling addiction. I explicitly requested that my account be permanently banned and explained that I could not trust myself to return and complete further steps to exclude myself.

In my email, I wrote:

“Please close it for me, if I go back in 24 hours I will gamble instead of excluding myself. I do not want to have access to it because I have a gambling addiction.”

I also stated:

“Ban my account forever I have a gambling problem.”

My request was clear. I was not simply asking how to use the website’s settings. I was asking Cloudbet to prevent me from accessing the platform because I was experiencing gambling-related harm and was concerned that I would return to gamble if access remained available.

On March 28, 2025, Cloudbet replied:

“We noticed that your account is currently self-excluded.”

This response confirmed that Cloudbet had acknowledged my self-excluded status.

However, I subsequently regained access to the platform and was able to deposit cryptocurrency and gamble. On October 21, 2026, I lost 0.695652888289798 ETH.

I contacted Cloudbet to request reimbursement and an explanation of how this happened. Cloudbet responded that its procedure required an initial 24-hour account closure, after which I could contact support or complete further steps to extend the exclusion, including permanently.

Cloudbet has therefore focused on its standard procedure without adequately addressing the substance of my original request. I specifically explained that I did not trust myself to return after 24 hours and complete another step because of my gambling addiction. That was precisely why I asked Cloudbet to close my account permanently on my behalf.

I understand that Cloudbet may argue that its procedure required further action. However, I believe my explicit disclosure of gambling addiction, my request for a permanent ban, and Cloudbet’s acknowledgment that my account was self-excluded warrant a proper investigation into how my account subsequently became accessible and why I was able to gamble again.

I have retained the original email correspondence from March 2025 and Cloudbet’s subsequent responses regarding the 24-hour exclusion procedure.

Resolution requested

I am requesting:

1. Reimbursement of 0.695652888289798 ETH in gambling losses incurred on October 21, 2026.
2. An investigation into my account’s self-exclusion history, including when the original restriction expired and whether I requested or consented to its removal or reopening.
3. An explanation of how Cloudbet handled my explicit request for permanent exclusion after I disclosed my gambling addiction.
4. A written explanation of the basis for any refusal to reimburse my losses.

I am asking AskGamblers to review this dispute and assist in obtaining a substantive response and fair resolution from Cloudbet.

I can provide screenshots of my original emails, Cloudbet’s acknowledgment of my self-excluded status, its explanations of the 24-hour procedure, and transaction records showing the losses in question.

Thank you for reviewing my complaint.

62h left

ETH1

Unfair account restriction after winning bet

Dear Cloudbet Support / Risk Team,

I am writing this formal complaint regarding the sudden and unexplained restriction of my account on 24 September 2026.

On that date I received the following message:

“We wanted to let you know that your account is currently temporarily restricted while we carry out a standard betting integrity review. These reviews are an important part of keeping our platform fair and secure for all customers. Please note that, in certain rare cases, the process can take up to six months to complete.”

My current balance of $1,845 has been completely frozen. I am unable to withdraw my own funds or use the account in any way.

I want to clearly state the following facts:

While I was losing money in the casino and making additional deposits, my account worked without any problems.

While I was losing on sports bets, my account also worked without any issues.

The moment I won a legitimate bet, my account was immediately restricted.

This pattern is extremely clear and raises serious concerns about fairness.

I have been a regular player and have never violated any of your Terms and Conditions. I have not used multiple accounts, bots, or engaged in any form of collusion or match-fixing. I simply placed a normal bet and won.

What makes this situation particularly surprising is the size of the win. I honestly did not expect that for a platform of Cloudbet’s size and reputation, a profit of roughly $1,000–1,100 would be considered so significant that it would require freezing the account and launching a six-month “integrity review.” For a well-established operator with a strong public image, this reaction appears disproportionate and inconsistent with the standards one would reasonably expect.

The complete lack of transparency only makes things worse. You provide no specific reason, no evidence, and no clear timeline beyond the vague and excessive “up to six months.” Holding a player’s legitimate funds for half a year without any concrete explanation is not a “standard review” — it is an abusive practice.

I would also like to point out that other reputable operators, including Stake and several other major bookmakers, have processed my winnings from similar bets without any delays, investigations, or restrictions. The difference in treatment is striking.

I formally request the following:

Immediate and clear explanation of the exact reason for the restriction of my account.

Confirmation that my balance of $1,845 remains fully available and will not be confiscated.

A realistic and much shorter timeframe for the completion of this review (not the maximum six months).

Full restoration of access to my account and the ability to withdraw my funds as soon as the review is completed.

I am ready to provide any additional information, documents, or transaction history you may require.

Resolved

Cloudbet Welcome Package sports turnover excluded from Cash Vault without clear term

Cloudbet Welcome Package – Sports Turnover Excluded From Cash Vault Without Clear Term

I am submitting a complaint regarding Cloudbet’s 30-day Welcome Package and Cash Vault promotion.

During the promotion period I wagered approximately USD 11,300 in total, including approximately USD 9,500 on sports betting and approximately USD 1,700 on casino.

Cloudbet presents the Welcome Package as covering both casino and sports, and describes the Cash Vault as the biggest single reward in the Welcome Package, unlocked after 30 days.

Cloudbet support initially informed me that the Cash Vault was calculated from my total activity, including casino and sports.

A human support representative later repeatedly stated that none of my sports turnover contributes to the Cash Vault.

I repeatedly asked Cloudbet to provide the exact clause in the promotion terms that applied when I joined the promotion and which expressly states that sports turnover does not contribute to the Cash Vault.

Despite several direct requests, Cloudbet did not provide such a clause and instead instructed me to submit a formal complaint.

Cloudbet’s own Terms refer to the Welcome Package being earned through bets made in “sports or casino” and contain a specific rule concerning settled sports bets contributing toward Rakeback.

I believe that if approximately USD 9,500 of my sports wagering was completely excluded from the Cash Vault calculation, this was a material restriction that should have been clearly disclosed before I deposited and continued wagering.

I have already filed a formal complaint directly with Cloudbet, reference #32775361.

My primary claim is reimbursement of all deposits made during the affected Welcome Package period:

2,226.828459 USDC + 1.163965 ETH, estimated at approximately USD 4,450.

If full restitution is refused, I alternatively request reimbursement of my full net gambling loss during the promotion period. Cloudbet’s own statistics currently show a sportsbook P&L of approximately -USD 922, excluding any casino loss.

I am asking AskGamblers to review whether Cloudbet can identify the exact term supporting its position and whether the alleged exclusion of sports turnover from the Cash Vault was clearly disclosed before participation.

I can provide the official exported Cloudbet support chat, account statistics, screenshots, and a screen recording of the promotion page.

Unresolved

$4,450

Temporary account restriction

To whom it may concern!

On 19th of June 2026, I created an account in Cloudbet Casino in order to bet on the World Cup Football Tournament.

Unfortunately, I had no idea back then that my experience with Cloudbet was going to be such an unpleasant ride. Had I known that, I would for sure have avoided to create an account, and I advise whoever is reading my complaint now to avoid using the services of Cloudbet Casino, as they operate as a scam company.

Back to my complaint now. On 22nd of June 2026, I got an email from the Operator that I am all set and my account is verified.

I deposited 1146.70 USDT on the same day (22nd of June 2026). I started betting on the football games of the WC 2026, winning quite a few slips. My balance went above 2500 USDT, and on 10th of July 2026 I decided to make my first withdrawal (Withdrawal ID: 1132966).

I confirmed the withdrawal via email and was waiting for the funds to arrive in my wallet. Not only did I never receive the funds, but when I tried to log in to check my withdrawal status, I got the message that my account is locked and that I no longer have access to it. I immediately sent an email to the support of the Operator, and I got the typical reply (as I noticed that many other complaining users got here):

"We wanted to let you know that your account is currently temporarily restricted while we carry out a standard betting integrity review. These reviews are an important part of keeping our platform fair and secure for all customers."

2 weeks now, I keep getting the same responses to all my emails that they need time and that the investigation is a lengthy process. What kind of investigation is this? Why do they allow the authorities to keep doing this to most of their customers? i was betting on World Cup football games, the most mainstream competition in the world, and they confiscated all my funds, even my deposits.

After a quick research in internet, I found your website and noticed that many others have the same issue as me and decided to ask for your help in order to retrieve my funds from this Operator that acts as a scammer in the market.

I have attached the relevant documentation of the withdrawal and the deposit, as well as the email I received from the Operator.

I rely on you, AskGamblers, to retrieve the money that was stolen from me.

Thank you in advance!

Marina K.

Unresolved

$1,142

Closing an account without explanation

Hello Askgamblers.

Please help me solve the problem that has arisen with the Cloudbet casino.

On June 29, my account was blocked for unknown reasons. They told me in the chat that they didn't have any information about blocking, and I needed to contact them by email. I wrote a letter, but no one answered me in 24 hours. I contacted the chat again, providing my email address, but they told me that there was no such address registered in their system!!! (see screenshots of the correspondence). After I provided screenshots of making deposits at this casino, they found my email and apologized. I was told that my letter had been sent to the security service, and it would be reviewed as a matter of priority. I wrote another letter just in case. Another day has passed, but there is no answer.

It was only on the 9th day that I received an email telling me about closing my account, but it did not specify the reason.

I have been playing at this casino for about three years, and there have never been any problems, so I consider it one of the betting leaders. I made bets very rarely, 1-2 times a month, and I lost more often than I won. Therefore, the reason for the blocking is doubly unclear to me.

Therefore, I ask you to help unblock my account at this casino.

Unresolved

Bet settled as loss instead of void No Contest fight

My bet (ID: 8503ca12-d515-4bba-92bc-072645dbf56e) on Alex Perez vs Sumudaerji at UFC Fight Night: Song vs. Figueiredo May 30, 2026 was incorrectly settled as a loss. The fight was declared No Contest due to an illegal groin strike. All other bookmakers processed full refunds on this event. Cloudbet agent Bernardo initially re-settled the bet correctly as void, but it was reversed the next day without any explanation. Agent Eva then defended the reversal but stopped responding 3 days ago. I am requesting a full refund of $100. By Eva’s logic, an Inside Distance bet would win while a Full Fight bet loses on the same No Contest outcome. This is logically and contractually impossible — No Contest means no result for any market, and all bets must be voided

Unresolved

$100

Cloudbet Account restricted for review with no meaningful update

My Cloudbet account was placed under a review and has remained restricted for more than two months.

While I understand that security reviews may be necessary, a review period of up to six months is unreasonable and unacceptable for a customer who has fully cooperated and received no meaningful information regarding the status of the investigation.

During this time, I have repeatedly contacted support and have only received generic responses stating that there is no update available and that the investigation may take up to six months.

Cloudbet has not provided:
• A specific reason for the restriction.
• Any meaningful progress updates.
• A realistic timeframe for resolution.
• Clear confirmation regarding when I will regain access to my account and funds.

I believe that keeping a customer’s account restricted for such an extended period without providing adequate information is unfair and unacceptable.

I respectfully request that Cloudbet:
1. Provide a detailed update on the status of the investigation.
2. Confirm that my funds are secure.
3. Provide a clear and realistic timeline for resolution.
4. Complete the review and restore access to my account without further unnecessary delay.

I am attaching email correspondence showing that my requests for updates have only been met with generic responses and no substantive information.

Thank you.

Resolved

Account restriction for over a month

Dear AskGamblers,

I was an active user of Cloudbet since summer 2025 (July if I am not mistaken or around that time period) and after approximately 9 months on 11th of April 2026 I have received an email from the Operator stating that my account is currently temporarily restricted for a standard betting integrity review that can take up to 6 months.

All these months I have been using Cloudbet with absolutely no issues or interferences and I had been depositing and withdrawing in USDT from my crypto wallet address and placing sports bet solely on basketball events from all over the world in markets offered by the Operator (Cloudbet).

I would like to ask your help to understand what exactly is being investigating and why this happened suddenly after some winning slips as well as how its possibly that this might take up to 6 months!

I had in my account approximately 2500 EUR or even more (did not manage to check final balance after some winning bets since I was locked out).

Moreover let me note here and clarify that I had a fully operational and verified account for many months as mentioned above and I have never operated any duplicated account or a second account or third account. I always had one and only account on my personal name and was logging in to my account always from my personal mobile phone device.

There is now over a month that I didn’t get any response from Cloudbet casino team!

Looking forward to your prompt reply and resolution of my complaint!

Resolved