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Hello all!

I started with Cloudbet on 24.08.2022, made a deposit in total for 266 Polkadot(Not so much, but anyway).

On the next day I got some win and requested for withdrawal - about 338 Polkadot.

After I made withdrawal request - they asked me for the document - passport, selfie with passport and document to proof the address. A sent the documents and no answer from the Cloudbet.

Finally my account just banned(I can't login), my withdrawal is not accepted. The Live Char usually anwers like:

Thank you for your reply.

Kindly note that the verification is still underway at the moment, due to this access to the account cannot be granted.
The account is still under review and there is no update yet.

Please rest assured that we will be in touch with you as soon as once they get back to us.

Not sure if somebody can help me there - but it would be great. Total amount is not so big, but why I can't get my deposit and win back...
Is it normal thing for Cloudbet?

I think it's not only about cloudbet, but also with the other casino which implemented mandatory KYC. They will say it's needed when their system detect your account already did suspicious thing or when they're going forced by the regulation.

Have you asked on their email or customer services or social medias e.g. Discord about the reason why your account got blocked? They do have an account in this forum, but it's not active anymore since March 16, 2022 (https://bitcointalk.org/index.php?action=profile;u=154563).

Cloudbet has it in their ToS about account verification, the best people can do is to verify their gambling site account if verification would be required. If verification is required and included in the ToS of a gambling site, better to first get verified before making use of the site. Make sure that you are not manipulating and be plained about yourself and the verification.

I will advice you to wait for the customer care response, I hope your account would be verified, if you are not manipulating anything.

You haven't seen the worst, they even asked a certain user for a street selfie (https://bitcointalk.org/index.php?topic=5410006) during the verification process... Lol

It's a normal operation for them though, I loathe it especially when the whole thing is slow and there is no specified ETA. They even have it in their terms of service. So you are going to have to wait and see if they will finally verify and unlock your account

although it make take days, that seem reassuring. we are in the different time already that even with just a small amount, the casinos are mandating KYC from users. its happening not just to cloudbet, the not so popular casinos are doing it also.

i think they should be telling us the minimum amount where they won't be asking KYC.

There isn't much you can do for the moment but to wait till they complete verifying your identity.
What I don't get is why they blocked your account! Why don't they let you access your account and just disable deposits/withdrawals?
Anyway, if you didn't do anything against their ToS and provided valid documents, then there is nothing to fear. They will eventually unlock your account and let you withdraw your funds.

It's ok that they took the access to your account, you won't gamble the funds until you get verified! I respect that from the casino, hopefuly the issue will be solved and you may withdraw your funds

This is the fucking shit around the gambling world always. No one read the terms and conditions, even though readers don't attempt to complete KYC before happened a problem. However this isn't new for gambling sites, they often reject and banned accounts. So you have to wait for their response and update here about their final decision. I am not much familiar with Cloudbet behavior, so wait and update the final outcome.

I think there’s no minimum amount nowadays to required KYC because I saw some user ask to undergo KYC with just small amount in the balance by just winning more than x3 of his deposit. I think casino is now fully utilizing there ToS in regards of application of KYC to all its user little by little. I think this is due to the regulators that pressuring them to mandatory KYC all its users for the sake of protecting there business interest. We can’t do anything about this but to comply or choose other casino that still not asking KYC.

I have not used cloudbet casino before but I suspect that the system detected your account as suspicious activity because you are maybe trying to withdraw the entire amount you deposited with a small profit almost without using it. I just deduced this based on hypothesis. Can you tell us the amount you used to play from the amount you deposited? All gambling platforms place a minimum bet before making a withdrawal, in order to avoid turning the platform into a mixer.

I think the KYC thing is not the main problem here, OP did follow that requirement and send those info afterwards.
The case here is being blocked^{(cannot login)}, plus having no positive respond to the their customer support, it's been a whole week already afterall.

Verification is verification, probably he could have been part of what every Cloudbet user will do, we talked about that on a thread which you also included the link in your above post. What just came my mind is that it would be impossible to open cloudbet account if I am temporary not in my country. Like I meant on the other thread, there are many other trustworthy sites I can go for rather than stressing myself on stringent KYC requirements, but I think tester11919 would also have to do it and would have done it already.

KYC is the problem, a lot can be known from the KYC document a user submitted, but it may also be other things like having multiple accounts which can be tracked with IP address. In this case, it is KYC that would have resulted to this. Many gambling sites that require KYC makes it easy for people to register on their site, deposit and bet, but if the user win and want to withdraw, that is where the problem is, the gambling site will look for lapses of the user and look for other means to be a good reason not to be able to withdraw, like having multiple accounts or using fake KYC.

Yes, but why blocking the account? Which users cannot login. If KYC is the main reason then tell the user that there is a problem to the documents he uploaded so he can upload again.

Isn't asking KYC is to make users provide their details and identity? What's the chance of making a user as multiple accounting after submitting KYC? By just seeing the names? There are billions of people, having the same name is not impossible, but the address, face can be different.

Casino nowadays will just hostage your account's balance, banned you after you provide what they ask without telling you the reasons for days, weeks worst for months or not at all.
Or just making excuses since it's their forte. It is getting worst.

So, now they said that my documents that verify address is not correct and asked for new one.

I prepared doc from the bank and sent it. Waiting for the response 10 days more....

I have noticed this too, it is getting worse, but I wonder why people prefer to deposit first, bet before doing KYC. What a gambler should first do is to read the ToS of a gambling site before registering, or before making any deposit, if KYC is included, it is best to first do KYC verification before sending money to the gambling site, that is how I use to do it. I prefer a gambling site to give me problem when my funds are not yet on it than when my funds are there already.

You are not wrong, I would have liked it if gambling sites make it mandatory for KYC verification before new customers can be able to deposit instead of during withdrawal, but if it is not like that, some gamblers would have deposited money first and later want to withdraw if they make some profit which might lead to this discussion again and again.

Just be patient about this, I hope your account would be verified, but I wonder why you are restricted from your account, only withdrawal is soposed to be disabled, but maybe because of a good reason, but I could not think of one. This is common to gambling sites these days.

Still no update, guys. Sent them one more document for verification. One month anniversary is coming...

I assume that this is the first time you undergo verification on a casino because once a casino asked you for KYC and freezes your account, you can't make a withdrawal that's automatic, unfortunately, like all the others are saying here there is no specific date the longest I encounter was a whole month, you mentioned it's only a small amount and you're ok with it, it's good that you're ok with it, others have a huge amount on their account and they have to wait indefinitely for an update on their account status before they can withdraw their earnings.

Is it one month from the time the issue began or one month after you last sent them documentation for verification?

Their support account in the forum was very helpful when they were still active around here but it has been inactive for a number of months now. I doubt if it will change anything sending a PM to it.

This was a interesting read LOL
KYC hell gone too far these days and seeing it is happening in Crypto bookies is painful. Gambling sector is a risky business and bookmakers ensure every possibility to protect their business. It sad in one sense but in other sense it needed too. Some of the gamblers better to say match fixers or groups sometimes try to rob a casino when they get insider information.

OP, you need to attach some form of proofs. You are telling us to believe your story when you have nothing to support your accusation.

Well, the selfie thing may surprise you about casinos, but some fintechs ask you to take a video of you holding your ID card or passport with your mobile phone in order to sign up. If I remember correctly, some CEXs do too. So it seems to me that this is not going to be exceptional in the future. In the old days you went to the bank with your documents and the bank manager saw your face, or to the casino and they asked you for ID to enter, and something similar is going to happen online, adapted to this medium.


There would have to be some way to connect with them. They have been running a signature campaign until recently which is on hiatus, so it could be restarted. I don't know if sending a PM to the manager to see if he can pass on a contact or contacting them informing them of this thread would help.

It's sad, isn't it?
Back in few years when we heard the word Crypto Casino, we used to get a picture that it was a casino where we can play anonymously. It's not the same anymore. Now in reality things are changing. All Crypto Casinos are moving out from the concept. They ask for KYC for silly reasons, even when it's obvious that VPN was used in some cases.

Status for the 22.09.2022 - they are anwsering me with templates and ask to wait more...

Thank you for contacting Cloudbet support.

Whilst we understand the frustration that this might and could potentially cause, please also try to understand that we would have to ensure adherence to their procedure.
In similar circumstances, when there are ongoing checks and investigations. There would not be a concrete timeframe, unfortunately.

We, therefore, kindly ask you for your continued patience and understanding in the matter.
We will reach out to you following the conclusion of said investigation.

Should you have any further questions please don't hesitate to ask.

Kind Regards,

Nakai
Cloudbet Customer Support


Looks like a scam...

The casino itself is not scam at least to the best of my knowledge. it's one of those oldest crypto casinos but the problem is that the way they have been handling things in the recent years doesn't give someone any desire to play there.
Holding someone's money for month with no ETA whilst carrying out some endless investigation is annoying for sure.

I m using this casino from time to time, and they never wanted KYC from me. Maybe you exceed the allowed amount of money.

Be prepared that they can block you and removed access to the account and to the money. My advice is to use another casino

Their KYC verification program is not mandatory for every users. They will ask for KYC at anytime if they feel like they need to, perhaps that's why they have never ask for KYC from you yet.

Read their terms - https://www.cloudbet.com/en/help/terms

I do not keep money in their casino or in any. I sent it when I want to play and I send it out when I'm done. Why would anyone keep money in casino deposits longer than necessary (that s just my assumption)? From my experience, other casinos do require KYC and cloudbet accepts a lot of altcoins the withdrawal time is quite long tho. They have aka slot machine games and do not require KYC.

It's 26th of the October - still no crypto and no account. They are scammers I think

Strangely the website id down now, maybe it really is a scam, and I was just lucky to make a withdraw.