Cloudbet Casino - Выплата выигрыша игроку задерживается из-за расследования добросовестности.

Dear Casino Guru Team,

I'm a little pissed off. I will try to describe my case to you as simply and quickly as possible.

I deposited with Crypto USDT at Cloudbet.

I then placed a bet, won it and made a payout request.

I was then informed by email that I had to verify my account. I did that, sent my document by email and then it was confirmed to me via live chat > that my account was verified.

But then still nothing happened and I received an email from Cloudbet regarding "Betting integrity investigation".

There they tell me my bets or account are being investigated, etc.

This has been going on since January 9, 2024 and I placed a single bet and wanted to cash out.

My question now is why it could take so long to pay out my winnings.

Best regards

F. S*****

Sehr geehrtes Casino Guru Team,

ich bin etwas angefressen. Ich werde Ihnen versuchen meinen Fall so einfach und schnell wie möglich zu schildern.

Ich hatte bei Cloudbet mit Crypto USDT einbezahlt.

Daraufhin habe ich eine Wette platziert, diese gewonnen und habe einen payout request angefragt bzw gestellt.

Daraufhin wurde mir per Email mitgeteilt ich müsse meinen Account verifizieren. Das habe ich getan, meine Dokument per Email gesendet und dann wurde mir per Live Chat ebenfalls bestätigt > das mein Account verifiziert ist.

Dann ist aber immer noch nichts passiert und ich habe eine Email von Cloudbet bezüglich "Betting integrity investigation" erhalten.

Dort sagt man mir meine Wetten bzw Account werden untersucht usw.

Das läuft bereits seit 09.01.024 und ich habe eine einzige Wette platziert und wollte ausbezahlen.

Sprich meine Frage ist nun was da bitte so lange dauern kann, mir meinen Gewinn auszubezahlen.

Mit freundlichen Grüßen

F. S******

Dear passi51,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise how long ago you registered your account?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Casino Guru Team,

• My account was created on January 7th, 2024.
• I only placed a single bet. (sports betting)
• The winnings were achieved without an active bonus.

I received an email from Cloudbet and have it on petronela.k@casino.guru forwarded.

Sehr geehrtes Casino Guru Team,

• Mein Konto wurde am 07.01.2024 erstellt.
• Ich habe lediglich eine einzige Wette platziert. (Sportwetten)
• Die Gewinne wurden ohne aktiven Bonus erzielt.

Ich habe eine Email von Cloudbet erhalten und habe diese an petronela.k@casino.guru weitergeleitet.

Thank you, passi51, for your response. Unfortunately, since you have clarified that the issue solely pertains to sports betting, we regret to inform you that we are unable to assist you in this matter.

We sincerely apologize for our inability to resolve your case. However, please feel free to reach out to us if you encounter any issues with other casinos in the future. Since we currently do not have a department specifically dedicated to sports betting disputes, and lack sufficient expertise in handling such cases, we are regrettably unable to proceed with your complaint. I genuinely wish I could have been of more assistance.

Thank you for your understanding, and please do not hesitate to reach out if you have any further questions or concerns. Meanwhile, I'm forced to reject your complaint at this time.