Complaint #24 Cloudbet Casino

Live Casino Errors

By offshores

8 years ago

Message on forum

September 26, 2017

To Whom It May Concern,

I have been using Cloudbet for the last month or so fairly regularly and have enjoyed their quick deposit and withdrawal options. Yesterday while I was playing BlackJack on the Live Casino I experienced several errors.

Ordered from newest to oldest
1) Cards dealt to the table. I'm showing a BlackJack on one hand and 15 on the other. After dealing out all cards, the dealer stops dealing and rings the bell. The pit boss arrives at the table and they chat briefly and the hand is scored and my 2 hands lose while the two hands to my left won. One of the users has BlackJack as well. ( Screenshot: https://imgur.com/Bh6qI7o )
2) Dealer leaves the table mid shoe after I had already placed a .5 btc wager on one of the 2 hands I was playing. The table would not let me unregister or leave the hand so I stayed at the table hoping to play it, but was eventually booted and never received credit.
3) Dealer makes a mistake and accidentally splits my hand after I requested simply a hit. After having the pit boss there and making some quick moves I am presented with the typical hand options and I hit stand on my 18 (44x), but it already moved to the next hand which put me staying on a soft 14 against a 7... Note: The following image is from the hand after. No idea if there are sequential Game IDs but the admin should be able to easily look up the history in the backend admin interface. ( Screenshot: https://imgur.com/483hQH2 )

In hindsight I should have recorded the sessions, but I never experienced an issue as grave as the 1st problem listed above. Had that not occurred then I would have chalked the other 2 up to "things that happen when playing cards over the internet" although I did immediately submit a support ticket after the first issue occurred that was never responded to on the very same day.

In all of these instances I tried to reach out to the dealer and pit bosses via chat, but no one would acknowledge my questions. They just smirked and giggled then kept pressing on with the game. I spoke with Roy at Cloudbet and the convo from that is below. He was trying to be helpful, but his limited access to the history of the hand was apparent with his responses. In the end I feel cheated out of close to .5 BTC. I have gambled for a long time and have never felt this feeling of being blatantly taken advantage of and I have played a lot of the terrible online casinos with 6-8 deck instant reshuffles after every hand. I know that has the great potential to be rigged in the house's favor. However this particular situation with humans involved and everything I saw unfold before me it leaves a poor taste. I do not plan on playing again at the casino. People make mistakes I get that, but to not even go back to check the history and/or video footage for the facts is gross and I will not be a part of it.

I reserved from posting all over social media sites and forums and would instead like to really simply resolve it with the people of Cloudbet. Presumable the Live Casino is outsourced and they should know of the gaping problems it is potentially causing for other players.

I wrote this quickly so if there are any questions for clarification then please reach out by email.

Thank You
Brian

Encl: Chat with Roy from Cloudbet

Chat started
offshores
I just had a had invalidated while playing on the casino. This is the second issue with the Live Casino today.

Roy joined the chat
offshores
Actually the 3rd issue

Roy
Sorry, can you please explain in more details about what the issue is?

offshores
Well, the latest issue the dealer dealt everyone cards and then after dealing the last hand she stopped and hit the bell and then paid the bets I assume based on the table hands before hitting but I had a blackjack on one of my two hands and I lost both
Do you want the other 2 occurrences as well?
Normally I would just let these things go, but we're talking about almost .5 bitcoin in errors now
I have screenshots of the latest incident from learning how to use that feature on the first go around
Literally I feel like I have been robbed and I never feel that way and gamble a fair amount

Roy
I'm sorry but I've just checked but there are no issues on your account and on your bets neither

offshores
it was on the live casino. I submitted a helpdesk ticket earlier
I can forward the latest screenshot as well
can you look up based on round id?

Roy
yes I can. what is the round ID?

offshores
I promise you this is wrong Roy
113125512

Roy
Yes, I've just checked it again and as I told you, there are no issues with it.

offshores
are you able to see the actual hand?
i swear on my life this is wrong Roy. Blatantly wrong
no way a blackjack loses on that hand in any spot with a 7 showing by the dealer

Roy
You did not have a blackjack but a Jack and a Ten.

offshores
i had AsJs
i have the screenshot
there was no JT on the board

Roy
The screenshot you sent was the one which you had a Jack and a Ten.

offshores
that was the first issue
here i'll attach the latest
and the first issue it was the hand before that

Roy
Sure, go ahead

offshores
i'm just learning how to use the reporting feature today
normally i would never even think to report
latest screenshot sent

Roy
can you attach it here please?

offshores
uploading now
I promise i'm not trying to cheat you

Roy
your bet was of 0.1 on it right?

offshores
correct on 2 different spots

Roy
and you should have won 0.2?

offshores
at least .25 on the one because blackjack odds. the other was undetermined
she ended the hand before I could make a play
it was really bad
fact it's the 3rd mistake today is even more alarming

Roy
The other one was not paid out but as I have told you above, there are no issues, you were paid 0.2 winnings on this bet.

offshores
that's impossible and it's not reflected in my account
i'm still showing the balance. i was monitoring
again, i'm in disbelief still even now there's not better record

Roy
Can you confirm the balance amount on your side?

offshores
210.54
mbtc
or .2105
i'd been betting in .1 increments for close to an hour i was monitoring my balance every hand

Roy
yes correct. I have double checked and it was credited. You were given 0.2 winnings on your blackjack.

offshores
ok, why would i receive .2 when the amount should be .25 on a blackjack based on odds?
blackjack pays 3 to 2
this is bogus man
that just verifies it in a sense if that's what it is showing

Roy
I'm sorry I will not be able to advise you further. There are no issues as I've told you.

offshores
could you kindly escalate the issue?
again, there is a real problem here. i feel obligated to take it up with the various online gambling forums and social sites to investigate if others have had an issue
again, i feel like i was cheated
and it should be pretty clear
it's a shame too because i really enjoy playing the live casino and have done well there in the past

Roy
We respect your decision if you wish to do so but as I have told you, there are no issues on our side and the winnings were credited on your balance.

offshores
could you send me the history available in a screenshot here or by email?

Roy
I'm sorry but I cannot provide you with this.

offshores
are you able to escalate the issue further so someone can look at the hand play or the video?
it brings the question of trust with gambling on the live casino which down the road could grow to an even bigger problem as the site grows

Roy
I have already checked and there has not been any issues on you last bet. you will be getting the same response if I escalated it I'm afraid.

offshores
Man i'm really disappointed by that answer
I guess all I can do is make the issue known and ask others if they've experienced the same and stop playing at the live casino because clearly there's something amiss with the disconnect between the two entities

Roy
Our records shows that there were no issues and this is what I'm advising you and I cannot do otherwise unfortunately.

offshores
Yeah which is crazy the records show that because that is wrong plain as day

Roy
We respect your decision if you wish to do so but we won't be able to do anything on our side for this,

offshores
i understand Roy and I know you guys run a good book so I cannot be upset, but the Live Casino is bogus
Again, I'd implore you to look in to this and escalate it for more proof on their end. They are doing your players wrong.

Roy
I'm really sorry that you are disappointed and I would've liked to help you if it was showing that there were any issues on there but as it doesn't, I cannot really do much.

offshores
Ok.. I presume you have done all you can do. I will seek help elsewhere. Thank you for your time

Disputed Casino Cloudbet Casino

Reason Software fairness

Amount BTC0.5

Discussion

AskGamblers

• Support Team

8 years ago

Dear @offshores,

Please confirm the case has been resolved and you got the disputed refund so that AskGamblers Complaint Team could move further with closing the case.

Thanks for your cooperation.

offshores

8 years ago

Hi Leandro,

Thank you for your reply. I did see the amount for the first issue was credited back to my account. I appreciate CloudBet's response with regard to fully investigating the matter for a resolution. Did the casino vendor happen to respond regarding not paying attention to my chat requests while the issue was occurring?

As far the other issues, did you receive any response regarding those hands as well?

2) The amount states was .05 BTC and not .5 BTC. I typed that quickly and made a typo, but the amount was never credited back after the dealer left mid-shoe and the table was effectively shutdown and removed from the lobby.

3) The dealer incorrectly split my pair of fours (44) when I simply requested a hit against a 7 showing. The subsequent hand I was playing was A4 and when I clicked Stand on the UI it interpreted the Stand for the next hand I am assuming because the dealer already tried to split the 44s. Basic strategy and math dictates to always hit Soft Ace with anything less than a 6 showing especially against a 7. Consequently it cost me the bet on at least the A4 hand. I attached a screenshot, but it is actually the Round before that hand. I had just learned of the report issue button and saving screenshots. I thought I would be querying the 3rd party vendor directly, but it seems that is just for saving screenshots with pertinent information. I tried to talk with the dealer and pit boss via chat as well, and received no response.

I appreciate resolving this matter here as well. Bugs in software as well as human errors are inevitable in any business and iterations of the processes will ultimately produce a better gaming environment. It seems a lot of the problem could be avoided if the 3rd party vendor was more responsive to chat or reporting while the issue was occurring to avoid the additional time required to further report/investigate by the affected parties. As mentioned before I have never had an issue with CloudBet's core service SportsBook offering and will continue using it for the foreseeable future.

Regards,
Offshores

Cloudbet Casino

• Representative

8 years ago

Hi Offshores,

I understand that the issue has been resolved. Could you please confirm this is the case?

Firstly, to identify and resolve the immediate issue. As you may know, Cloudbet uses casino content provided by third-party vendors. The vendor in this case has investigated this issue and it seems that the pit boss was trying to cancel the round due to a technical issue. This should have returned the funds to your account. However, there was a further technical issue and the round was not properly refunded.

We have now completed the refund as required.

Second, we'd like to put in place measures to ensure this doesn't happen again. We have worked with the casino vendor to review whether the pit boss or dealer was aware that this operation had failed. The casino considers this a rare technical issue, nonetheless, they say they will address it by providing visibility on the studio level as to whether refund operations have been properly completed.

We have now credited your account with 0.35 BTC. 0.25 BTC for the winning blackjack hand and a 0.1 BTC refund for the undetermined/unplayed hand.

Thank you for bringing this issue to our attention, and we appreciate also the manner in which you've reported it. Cloudbet will also be conducting training with our live chat agents focused on better handling of this issue in the future.

Please accept our apologies for the inconvenience caused, and thank you again for your patience and understanding.

Leandro

AskGamblers

• Support Team

8 years ago

Dear Cloudbet Casino,

Please let us know if there's some update regarding this case.

Cloudbet Casino Complaint Stats

Resolved 83 / 93

Avg. Amount $28,941

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

Cloudbet Casino Complaints

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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.

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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.

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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

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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:
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• 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.

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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!

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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.

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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

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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.

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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:
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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.

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Tigran Abrahamyan

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