Complaint #294
Cloudbet Casino
Complaint against self exclusion failure
6 hours ago
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.
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.
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.
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