Cleos Vip Room - Unfair account closure & confiscation of $1950

posted on October 17, 2016.

Cleos-vip room I signed up I'm a first timer tried the game I won $1950 some of my family tried signing up but was denied due to same ip address , I talked to customer service on cleos they told me one account per ip , ok so they let mine be the only one active so others from family were closed by them we solved that problem. Mine was the 1 open account when I cashed out they told me everything going is fine with my account to give them all my personal information ok I give it wait the 12-15 business days then time to pay me, I opened a bank account for a wire transfer they said ok everything is good Friday we do transfers, Friday came no transfer I reached customer service they brought up that other accounts again on the iphone address , I was told that was solved before I gave personal info, they closed my account told me they will never open it again.all I want is,my winnings or I feel I am going to take legal action please help thank you

posted on October 18, 2016.

Dear Askgamblers,

Client was banned due to multiple account use under the same household, which is against our terms and conditions. Client won without making any purchase, by using bonuses under multiple accounts. Thus, all winnings and accounts were voided/closed. This decision will not be reversed.

Any proof Askgamblers may need to validate our claims can be provided at their request.


-Cleos VIP Room

posted on October 18, 2016.

Cleos had just stated I made no purchase well are you supposed to make a purchase in order to win? And like I said all other accounts were banned no one even in my family even got the chance to play so how could even else have even won? Plus before I gave my information they informed me about the other banned accounts and told me 1 active account per ip address, truth is,I was so excited I yelled in my house I won, so my family asked what game and I told them , so they signed up without my knowledge. Anyway no one even played just my account from what I know . Cleos should believe in second chances because next time I know to either keep my mouth shut to my family or to make an announcement that they are not allowed to sign up.

posted on October 18, 2016.

I did not win on multiple accounts I won on my account only.the reason for not purchasing is because,I wanted to wait for a payout to see if this was a legit game first

posted on October 18, 2016.

Proof of multiple account use has been sent over to Askgamblers' Support

As per our Terms and Conditions:

3.4. CLEOS VIP ROOM reserves the right to de-activate Your account for any reason whatsoever at any time without notifying You. Subject to a review of the reasons for de-activation, any balance in Your account at the time of such de-activation may be credited to You. In its sole discretion, CLEOS VIP ROOM reserves the right to void any winnings and confiscate any balance from Your account under any of the following conditions:
3.4.8. If two or more accounts are generated under the same household. Only one account per househ­old­/co­mpu­ter/IP is allowed.


posted on October 18, 2016.

Yeah there was other accounts but they were blocked .you guys block them anyway so how does that even justify in terms of playing the game,they never played, I cant control if a family signs up in my household , but my question is why wait to get all my personal information and tell me everything was ok to go through then shut me out .next time people make sure you read the terms and conditions because who reads them account per household I know that . the others were shut then they kept mine open as the 1 account so it should have been fine

posted on October 20, 2016.

We have re-evaluated this players' case and found that, indeed, our Support Team mentioned client her account and winnings would be fine in two instances, despite our Compliance's team observations mentioned above. Given this particular situation, which was ultimately our fault due to miscommunication, management has agreed to re-open player's account and restore winnings. We will be communicating with client shortly.

Our apologies to client for the inconveniences.

posted on October 21, 2016.

Thank you so much Cleos vip room I really appreciate everything you done to help me fix this situation . I'm glad that everything was worked out .I will be waiting for the communication once again I thank you very much .

posted on October 24, 2016.

Just to follow up here, client has been able to request her prize once again and payment will be executed this week.

posted on October 28, 2016.

I got an email saying that it was processed and that I should be getting the payment in 2-7 days so I'm just waiting I will update as,soon as,I received the prize,money thank you

posted on October 31, 2016.

Client's wire transfer was successfully processed last week.

posted on November 4, 2016.

Dear @Bambicflores20,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Keep in mind that 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.

posted on November 4, 2016.

I did receive payment this week thank you for all the help I truly appreciate everything that was done to make this possible

posted on November 4, 2016.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.