Complaint #72 Cloudbet Casino

Problem withdrawing 38 BTC

By Ginalli

7 years ago

Message on forum

I have been playing at cloudbet few months and never had issues, but this time i had and nobody replies beside the casino marketing guy through whatapp and everytime he says smt else.

Here is what happened

I play live roulette game

%95 i loose anyone knows the game agree that its really hard to win.

Anyway after i played long hours i had 38 btc and i requested withdraw.

Next day they asked id and some documents

And i sent them rightaway, since then they tell me our security team is investigating, i sent my documents januarry 15

36btc is alot of money and this is profit only that day i deposit more than 11btc to that account to play and after i got lucky i ended up withdrawing 36btc.

How can i get this money?

Can anyone help?

Disputed Casino Cloudbet Casino

Reason Delayed payment

Amount BTC38

Discussion

AskGamblers

• Support Team

7 years ago

Dear @Ginalli,

AskGamblers Complaints Team is happy we managed to help you get your complaint successfully resolved.

Please keep in mind that you requested and received your payment in Bitcoins and since the affected operator has no control over Bitcoin exchange rates, we are unfortunately unable to provide further assistance in regards of your demands towards compensation from change of rates during the CloudBet Casino investigation.

Case closed. Thank you all for the cooperation.

Ginalli

• California

7 years ago

i want to start to thank and how i really really appreciate www.askgamblers.com to be my lifesaver in this case. Till today i had no idea about these kind of forums that is really helping to people. But i understood the importance of these forums and please contact me if www.askgamblers.com have a page for donation or any angle to support you guys to keep solving the problems like i had with cloudbet.com

So i am not good at writing but i will give my best here to point some issues and looking for answers.

I finally received my 38and some change BTC to my account after a long battle. Thanks again to www.askgamblers.com

Why i am so thankful this www.askgamblers.com let me explain so anyone reads this will understand

After i submit my 1st complain to www.askgamblers.com there was no response from cloudbet

On Jan 29 www.askgamblers.com reopened the case because they knew smt was wrong in this case

After they reopened Cloudbet replied as

Hi Ginalli,

Our teams investigated your complaint, alongside our partners at Evolution Gaming.

It was found that you used external software to gain an unfair advantage on the games in question, and as such your account was closed and any funds generated via this method confiscated.

You have now received a response from our support teams, VIP team, and myself, as well as being sent a copy of the report from Evolution gaming, and we now consider the matter closed.

We will of course provide Ask Gamblers with any necessary information needed to confirm our account of the issue.

Thanks,

Ronnie @ Cloudbet

THIS PART IS THE TURNING POINT I BELIEVE BECAUSE HERE WHAT www.askgamblers.com REPLIED AS

Dear Cloudbet Casino,

AskGamblers Complaints Team is kindly asking you to provide detailed explanation on the issue along with evidence/s which will support your accusations towards the player, with quoted terms that have been breached, if any.

Upon AskGamblers Complaints Terms we consider all evidence strictly confidential and won't be publicly displayed or sent to the third party. Please send required information directly to support@askgamblers.com.

Thank you in advance.

They asked the proof because they were not convinced with this answer like myself. When i asked the proof they sent a report that doesn't say anything but explain how i played. So this is the turning point of this case. Because after this cloudbet knew that they can not lie to

Dear Cloudbet Casino,

Thank you in advance.

During this time i put in different forums as well but beside this forum i all the time received more scam emails that they are asking some btc to help me, even some computer geeks send me emails from cloudbet.com i don't know how they do that and me as a good person i gave cloudbet.com heads up, that they need to look into this because some people using some email addresses ending like [email protected] but they really didn't care, they didn't even ask to forward to them.

I can provide those emails here as well if requested.

I also tried to contact to evolutiongaming company to find out who is trying to scam here, who is holding my coins evolutiongaming or cloudbet.com

The reason i brought evolutiongaming is ;they are the one gives this platform to cloudbet.com and cloudbet.com showing an analyze report prepared by evo and saying i cheated:))) but the report dont say smt like that. I tried many times to reach evolutiongaming but got no response.

And i also sent 1 of my friends in Romania to the Grand Hotel Casino to find out about this case, my friend provided the report i receved from cloudbet to the casino and started to question why this is happening? They told him that they will look into this.

AFTER

www.askgamblers.com asked to cloudbet the real proofs that the player cheated, cloudbet replied that they reopened this case and will let us know soon. And guess what cloudbet said yesterday that the 2nd report came from evogaming has NO SIGN OF CHEATING.

There is couple thing here,

2 days ago i contacted to cloudbet live chat and they told me my account closed and nomore investigation, they told me not to contact them again (have proofs if needed)

Yesterday when i contacted bt Casino Marketing Guy (ANDY) he told me that he has good news that they will send my coins but he asked many photos, texts, another photo with his message, the only thing we didnt do is facetime. And finally he said we unblocked your account like he is doing me a favor. he feels like he is giving me a good new after all instead that he needs to claim sorry for all this trouble.

The most important thing and i need here www.askgamblers.com help

I asked the copy of the 2nd report and andy told me that he can not send that because i think there is none so i really want www.askgamblers.com ask them this report. They dont have any right to do smt like this to the player.

Because a day before they told me that they will send my coins, live chat dont know anything about this also.

They never gave me any updates about my account as a player i deserve to get updates

Another important case here and i need www.askgamblers.com advise or help here also

On jan 14 when i request my coins. The value was 38btc x $3780 = $143640

After all they tried to keep them but no proof of what they are claiming and www.askgamblers help they decide to send them to me however todays value is 38btc x $3340= $126920

There is a loss for me almost $17000 because of cloudbet or evolutiongaming mess.

I am wondering and asking www.askgamblers advise about this. If they are really a good company they need to pay this difference also because they tried to kepp them and see that they will not get away with this so they decide to release them after 24 days.

Please advise

Cloudbet Casino

• Representative

7 years ago

Hi Ginalli,

We have concluded our investigation, and based on new information from our gaming provider, have made a decision to reopen your account. Your withdrawal requests have now been processed.

I can understand your frustration with the delay, but with this type of investigation its necessary to be diligent to ensure a safe and fair gaming environment for all of our players.

We have disabled the games that allowed these exploits until further notice.

Thanks,

Ronnie @ Cloudbet

Ginalli

• California

7 years ago

I really want to thank to this platform before my reply. If there was no askgamblers.com it looks like we (players) willl never ger a response.
Because even yesterday when i contacted to cloudbet live chat they told me that my account closed and they left the live chat
But today
I received a text from marketing guy (Andy)as follows
I appreciate that, we are happy to let you withdraw the funds as the the secondary more in depth investigation with evo has confirmed negative, but we require a non US phone number and address please

Hopefully this is for real, which all the information that they are asking was already submitted with KYC documents. I will email to askgamblers.com the screen shot of the conversation to be published. I will give updates once i receive any info.

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