Complaint #73 Cloudbet Casino

Excessive time to payout

By Chris

7 years ago

I made a deposit of about 1 bitcoin to the cloudbet service and proceeded to do a bit of playing. After deciding that it was not for me I went to make a withdrawal only to find that you need to play through 100% of your deposit. This information is not stated in the terms and conditions or anywhere on the site (information I have straight from the cloudbet support staff). I proceeded to go through the long and arduous process of verifying my identity in order to make a withdrawal. I was finally approved after and immediately requested a withdrawal of the amount of my initial deposit. The site clearly states that withdrawals are generally immediate unless it is a "large amount" and this must be processed manually and can take up to 24 hours on weekdays and 48 hours on weekends. I requested my withdrawal on a weekday and waited 48 hours as is advised on the site but the payment is still pending. I proceeded to contact the support staff over their live chat only to essentially, we are sorry but to bad you have to wait as it is not our department. I waited another 24 hours and made contact again asking what the delay is and was essentially given the same response. I was told that the payment team had received my request but had not processed it yet. In general the support staff has been less then helpful and it appears that either the payment team does not want to allow the payment or are appallingly bad at their jobs. Either way this appalling level of customer service is unacceptable.

Disputed Casino Cloudbet Casino

Reason Delayed payment

Amount BTC1

Discussion

AskGamblers

• Support Team

7 years ago

Dear @happywanderer420,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Please be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

Cloudbet Casino

• Representative

7 years ago

Hi Happywanderer420,

I can confirm all your verification checks are complete.

I've just checked your account and it appears your withdrawal was cancelled by yourself.

Our support teams have been in contact to advise making another withdrawal request which will be processed as usual.

Thanks,

Ronnie @ Cloudbet

Cloudbet Casino Complaint Stats

Resolved 83 / 93

Avg. Amount $28,941

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

Cloudbet Casino Complaints

See all complaints for this casino

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.

85h left

$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

Account under review up to 6 months

I was using Cloudbet normally, I even did 2-3 withdrawal requests, which were approved, everything was functioning normally as it should. Nonetheless on the 27th of match 2026 (27/03/2026) I couldn’t log into my account due to invalid password, which was the message. A bit later I received an email from Cloudbet telling me that my account is currently temporarily restricted for betting integrity review which could take up to 6 months. After repetitive communication, I have not received an official update regarding the state of my account/ remaining funds. In my opinion, 6 months of waiting with no updates, just the same repeating message:” your account is under investigation and could take up to 6 months” is absurd and I would like this issue to be solved as soon as possible. My account has a range of balance ~ 550-700. I don't remember the exact amount. Thank you in advance for your time and your help.

Resolved

€700

Account blocking for 6 months

I didn't violate anything, made deposits and withdrawals several times, but one day they simply blocked me and said that my account was under verification for 6 months, although I don't understand what they are checking there, I passed verification from the very beginning.
I'm asking you to help me. I have about 4600 USDT left in my account and I'd really like to get it back
I will also provide screenshots of my communication with them.

Resolved

$4,600

Accont closed and money stucked for 6 months

HI, i have total balance around 3500

Its been two month almost, I got email that ac is blocked for investigation and every time they say wait till 6 months which is absolutely ridiculous, iIs too much of time investigating , askgamblers team pls help resolve my matter, thank you.

Resolved

Account blocking for 6 months

I played for quite a long time, didn't violate anything, made deposits and withdrawals several times, but one day they simply blocked me and said that my account was under verification for 6 months, although I don't understand what they are checking there, I passed verification from the very beginning.
I'm asking you to help me. I have about $500 left in my account and I'd really like to get it back
I will also provide screenshots of my communication with them.

Resolved

Account frozen for 6 months with 3427 USDT without explanation

Hello,

I would like to file a complaint regarding my account with Cloudbet.

The account was registered using the email address [email protected], and approximately 3427 USDT remains in the account.

My account has been frozen since February 12, 2026. Cloudbet support informed me that my account is under investigation and that I must wait up to six months. However, no specific explanation has been provided regarding the reason for this investigation.

Important details:
- My account has successfully passed full KYC verification.
- All bets placed were normal sports bets.
- I have never used VPN or any tools that could violate the platform rules.
- No specific violation of the Terms and Conditions has been communicated to me.

Despite contacting support multiple times, I only receive the same response: that the account is under review and I must wait six months. No further explanation or timeline has been provided.

I believe that withholding my funds (3427 USDT) for six months without providing a clear explanation is unfair and disproportionate.

I kindly request that Cloudbet provide a clear explanation for the investigation and release my funds (3427 USDT) within a reasonable timeframe if no violation has been proven.

Thank you. Kind regards
Tigran Abrahamyan

Resolved