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Author Topic: Cloudbet | Bitcoin Casino & Sportsbook | The No.1 Bitcoin Gambling Site  (Read 369543 times)
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September 10, 2018, 02:16:49 PM
 #5141

@4x4et It's just me on bitcointalk, apart from Peter who jumps on during the times I'm away during the week. When I got in this morning I checked the thread and highlighted the issues that had been reported, and worked with the payment teams to get them processed asap. One had already been issued, the other I escalated so it would be issued as a priority.

I can already attest to your dedication considering you are still active on our thread after your issue was resolved, and I'm happy for you to continue to push us to provide the best service possible for other players, but I'm not so keen on you telling players they won't get paid when you don't know anything about them on a case by case basis - it's pure speculation and not backed by any evidence.

As I've said before many times, it makes zero sense for a crypto sportsbook and casino in our niche industry to deny legitimate players their winnings. The damage to reputation would be incredibly harmful and not worth the negative PR if you want to look at it from an 'analytical' standpoint.

It's part of the reason I was working so hard at the time to find a solution to your issue, granted bonus funds, and escalated to the point where our senior management team got involved and signed off on bypassing our rollover requirements (that, and the fact I'm here to take the players side whenever possible).

Thanks,

Ronnie @ Cloudbet




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September 10, 2018, 02:33:33 PM
 #5142

@4x4et It's just me on bitcointalk, apart from Peter who jumps on during the times I'm away during the week. When I got in this morning I checked the thread and highlighted the issues that had been reported, and worked with the payment teams to get them processed asap. One had already been issued, the other I escalated so it would be issued as a priority.

I can already attest to your dedication considering you are still active on our thread after your issue was resolved, and I'm happy for you to continue to push us to provide the best service possible for other players, but I'm not so keen on you telling players they won't get paid when you don't know anything about them on a case by case basis - it's pure speculation and not backed by any evidence.

As I've said before many times, it makes zero sense for a crypto sportsbook and casino in our niche industry to deny legitimate players their winnings. The damage to reputation would be incredibly harmful and not worth the negative PR if you want to look at it from an 'analytical' standpoint.

It's part of the reason I was working so hard at the time to find a solution to your issue, granted bonus funds, and escalated to the point where our senior management team got involved and signed off on bypassing our rollover requirements (that, and the fact I'm here to take the players side whenever possible).

Thanks,

Ronnie @ Cloudbet





Ok

then what was the case with that guy who left u negative feedback cause you locked his account and didnt pay him 0.3 BTC?

You said you're gonna investigate (as always).

BTW my case wasnt resolved at all.

You started to blackmail me with KYC, i said i wont do it and that I will post videos of Cloubet on youtube cause you are holding my bitcoin + blackmail.

Then u send me back my btc (not all of it, it was 0.0024 instead 0.0027, but its ok I just wanted it back - so i agreed to ridiculous fee of $3 for withdraw).

If somebody tries to blackmail and then he gives up, its not resolved, until he gets punished for that criminal act.


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September 10, 2018, 02:37:41 PM
 #5143

Hi @CryptoBrainy, I'll break down responses below:

Quote
1) They delay withdrawals up to 4 days if you try to withdraw more than a few bucks.

That's just simply untrue. Whilst we do have some delays during peak times, we always pay out legitimate players as soon as possible.

Think about it logically from a business standpoint if nothing else - the biggest deposits and withdrawals come from high rollers and VIP players - exactly the kind of people an online sportsbook and casino wants to keep happy. It would make no sense to deny or purposely delay withdrawals that could cause high value players to migrate to another service.

Quote
2) They randomly require KYC when it suits them most

KYC is requested when there are red flags raised in regards to the ownership of an account, or when the the deposited funds have not been used before requesting withdrawal. The first is to protect players, the second to comply with AML laws.

Quote
3) They randomly close your account and blame it on "opening multiple accounts", without any proof. And of course, they keep your funds.

Our T&Cs specifically ban multi-accounting. If you deliberately break the rules and get caught it's down to you.

Sometimes there is a legitimate reason for having multiple accounts: One player recently forgot the details and email of a previous account and created a new one. After a while they contacted me to ask for advice, and we were able to verify, close down the new accounts, and grant access to the older account that the player wished to keep.

The 'take home' is that legitimate players should have no concerns about this and if you do have any concerns please get in contact via PM and I'll help out if possible.

Quote
4) Customer support doesn't reply unless its some easy answer.

I will agree that in some cases our support has been lacking, hence me escalating reported issues to our senior support heads for correction and re-training. We are also massively investing in our support infrastructure and will have some news to share about a much improved in-house service very soon.

Quote
5) Live chat support has less than 1 braincell and only gives u copy/paste replies.

As above, you should see a vast improvement very soon.

Quote
6) Ronnie from Bitcointalk forum promises but never delivers.

I will always try whatever is in my power to help players when needed, and for the most part I have been successful in helping to resolve the issues raised here and on social media. If you can find any outstanding issues I haven't 'delivered' on then please let me know and I'll do what I can to solve them right away.

Thanks,

Ronnie @ Cloudbet

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September 10, 2018, 02:50:43 PM
 #5144

@4x4et That player left no reference and hasn't posted on our thread, PMed me, or been in contact via social media. As such I don't know their Cloudbet nickname and can't check the details, but since they haven't been back I would assume the issue has been resolved. If this isn't the case then they should get in contact with me via any of the above methods, or contact our support teams directly to have the issue resolved.

In your own case it was never blackmail. I explained that you had two options as you had not used the funds you deposited - KYC, or playing through the rollover requirement (this is the same in almost every casino and sportsbook).

I even issued free credit to double your funds and allow you to place the bet you originally wanted to make at no cost to yourself (which you told me to stick where the sun don't shine).

In the end I escalated the situation to a member of senior management who was able to bypass the rollover requirement and allow the withdraw. It wasn't as a result of your threats, but simply a group of people wanting to help resolve the issue, and succeeding after working through a bunch of different options that were available.

Thanks,

Ronnie @ Cloudbet


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September 10, 2018, 03:05:02 PM
 #5145

@4x4et That player left no reference and hasn't posted on our thread, PMed me, or been in contact via social media. As such I don't know their Cloudbet nickname and can't check the details, but since they haven't been back I would assume the issue has been resolved. If this isn't the case then they should get in contact with me via any of the above methods, or contact our support teams directly to have the issue resolved.

In your own case it was never blackmail. I explained that you had two options as you had not used the funds you deposited - KYC, or playing through the rollover requirement (this is the same in almost every casino and sportsbook).

I even issued free credit to double your funds and allow you to place the bet you originally wanted to make at no cost to yourself (which you told me to stick where the sun don't shine).

In the end I escalated the situation to a member of senior management who was able to bypass the rollover requirement and allow the withdraw. It wasn't as a result of your threats, but simply a group of people wanting to help resolve the issue, and succeeding after working through a bunch of different options that were available.

Thanks,

Ronnie @ Cloudbet



Nobody asked for free credit or anything else.

To allow me to place the bet on a game which ended 2 days before that?

Jesus, you really have some guts.

2. Instead of lowering minimum bet on that game - to your regular 0.001, you raised my ammount of credit to 0.0053 to bet on it (even if it ended in the meantime)

Newsflash: From the start i didnt want to put 0.0053 on that game

If I wanted I would deposit more, when i got notice that your minimum bet was raised to 0.0053

Seems, logic isn't your strong side

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September 10, 2018, 07:11:10 PM
 #5146

@Ronnie - I am a VIP client at Cloudbet. Do you want to know how Cloudbet treated me?

I had to wait 5 days for a withdrawal that was larger than 1 BTC. I even wrote on the forums here + my account manager.

After that was sorted, I was promised that it would never happen again. But guess what? Next withdrawal took 3 days again without reply customer support.
And then, of course, u asked for KYC. Nothing was shady from my side, I am a first time user of your website which you made feel very stressed because you left me feeling for 5 days I got robbed of 2.5 BTC total.

Advice for everyone: DO NOT TRUST CLOUDBET! No matter what Ronnie is saying, it's simply false.

I have all proof if you need to proof my claims.

After I got paid for the 2nd time they limited my stake to about 25% of the regular maximum bets. Makes no sense as I was only betting on markets that they trade out on Pinnacle. I was basically making them free money and they turned it down by putting limitations on my account.

Ronnie will probably deny this, but I will proof this if he does. Sick and tired of Cloudbet acting like they are a legit company while in fact they are just as shady as the rest.
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September 10, 2018, 08:38:38 PM
 #5147

@Ronnie - I am a VIP client at Cloudbet. Do you want to know how Cloudbet treated me?

I had to wait 5 days for a withdrawal that was larger than 1 BTC. I even wrote on the forums here + my account manager.

After that was sorted, I was promised that it would never happen again. But guess what? Next withdrawal took 3 days again without reply customer support.

And then, of course, u asked for KYC. Nothing was shady from my side, I am a first time user of your website which you made feel very stressed because you left me feeling for 5 days I got robbed of 2.5 BTC total.

Advice for everyone: DO NOT TRUST CLOUDBET! No matter what Ronnie is saying, it's simply false.

I have all proof if you need to proof my claims.

After I got paid for the 2nd time they limited my stake to about 25% of the regular maximum bets. Makes no sense as I was only betting on markets that they trade out on Pinnacle. I was basically making them free money and they turned it down by putting limitations on my account.

Ronnie will probably deny this, but I will proof this if he does. Sick and tired of Cloudbet acting like they are a legit company while in fact they are just as shady as the rest.

Famous "instant withdrawal" lol



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As i said, it's easy to understand their tactics for anybody who got a working brain - they wanna push the winners out, they only like the losers.



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September 10, 2018, 08:46:14 PM
 #5148

We don't enforce KYC to every player, as far as i'm aware it's used when some red flags are raised - such as in this case where a player requests a withdrawal without having used any of their funds. This is to comply with AML laws.
Under whose jurisdiction?

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September 11, 2018, 12:04:07 AM
 #5149

My bet of 0.035894 is not yet graded since last 18 hours... just to grade a match which was finished 18 hours back they saying they escialted bet to a sports specialist... i dont know why they doing like this... all my 3 mails went unanswered..... anyone could sort me out and get my winnigns? I never expected cloudbet to treat me like this....  i pm you too ronnie @ cloudbet
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September 11, 2018, 03:46:33 AM
 #5150

@lw13 I've just checked with our teams and your withdrawal from this morning has been processed, sorry again for the delay.

Thanks very much,

Ronnie @ Cloudbet
Thanks Ronnie. Checked and received.
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September 11, 2018, 06:56:16 AM
 #5151

Yes, the experience left me never wanting to use cloudbet again.....there are many other great sites that never give a problem with instant or near instant withdrawal.....
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September 11, 2018, 09:23:31 AM
 #5152

Do you still have the free premier league bet?
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September 11, 2018, 09:55:24 AM
 #5153

I have a question:

Why my win is partial and what does it means? Only 2 goals was scored in this match, so it's under 2.25.

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September 11, 2018, 10:17:31 AM
 #5154

So ive registred an account here just to post here this.
I can't login in my account since this morning, resetted password but nothing is working. Withdrawals take an eternity and pending bets. Elevate your support service or this wont end well.

Already filled a support ticked.
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September 11, 2018, 10:28:50 AM
 #5155

I have a question:

Why my win is partial and what does it means? Only 2 goals was scored in this match, so it's under 2.25.

you need to google what Asian handicap means mate , probably you are still new to sportsbetting ( while over/under aren't handicap but the same rule applies )
under 2.25 goals is betting half of your stake on under 2 goals and the other half on under 2.5 goals
in your case the game ended with 2 goals , which means half of your stake is a push and the other half won

so in these cases you get winning on only half of the price



there is a helpful table here that can help you understanding the numbers
https://www.betshoot.com/asian-handicap-betting/

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September 11, 2018, 10:49:00 AM
 #5156

@CryptoBrainy I'm really sorry you had a bad experience and I can understand your frustration. There were obviously mistakes made and because of that we not only lost a valued customer, but gained a vocal critic.

I can't claim to know the reasons behind those particular withdrawal delays, but any long term delay is unacceptable in my eyes and this is something I have continued to stress to our teams.

We have been growing fast in the last few years and at times it's been a struggle to ensure we are keeping up with demand from a ever increasing player base. To address this we have recently made a large investment into our support service, with a new dedicated in-house customer support team coming online in the near future to further cut wait times and offer and all-around improved service.

@marlboroza As i've said before, we comply with all the AML laws in the jurisdictions that we operate in, it wouldn't make sense to pick and choose as a international sportsbook and casino.

@lw13 Glad to hear it, thanks for confirming and apologies again for the delay.

@chico7889 Really sorry to hear that Chico. Thanks for your time and I hope we can tempt you back one day soon.

@LTU_btc The bet was under 2.25, meaning it's split between under 2.5 and 2.0. You won the under 2.5 part, but not the under 2.0, so it's a partial win.

Here's an example from our sportsbook rules: "If a bet is placed on over 2.25, half of the stake is placed on over 2 and half of the stake is placed on over 2.5. If the game ends with exactly two goals (1-1, 2-0 or 0-2) the bet placed on over 2 is settled tie and the bet placed on over 2.5 is settled lose. This is called Half lose. If the game ends with more than two goals the bet is settled win or if it ends with less than two goals the bet is settled lose.

@silvainnn I'm really sorry you have had a bad experience, but we are a legitimate sportsbook and casino and will not be 'seized by authorities'. We've been around since 2013 and wouldn't have made it this long in a niche industry if we were 'scamming' our players. If there's anything I can do to help you regain some trust in our service then please let me know and I'll help however I can.

@itzfrancishaxor Thanks for getting in touch, I'll work with our support teams to find the cause of your login issue and find a solution ASAP. We have had some ongoing issues with grading which our teams are already working to correct, in the meantime if you experience any grading problems please let me know and I'll make sure they are manually settled for you right away.

@NightSabre Our EPL Risk Free Bet offer has ended unfortunately, but we still offer a 100% first deposit bonus of up to 5 BTC or BCH! Details here.

Thanks very much,

Ronnie @ Cloudbet

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itzfrancishaxor
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September 11, 2018, 12:48:11 PM
 #5157

@Cloudbet

"Your account has been closed due to a breach in our sites terms and conditions, specifically:

5.1.9.2. Only one account per customer/IP/household is allowed. If you attempt and/or successfully open more than one account, all of your accounts may be blocked, suspended or closed and any bitcoin credited to your account frozen.

Please refrain from creating any subsequent accounts on site.

Best regards,

Sc***

Cloudbet Support Manager "

Are you damn serious? This is a straight up lie. They're making fake accusations to keep my money frozen. I demand proof for this!!
Cloudbet
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September 11, 2018, 01:23:33 PM
 #5158

@itzfrancishaxor I'm sorry but I'm unable to discuss the personal details of any investigation involving players' accounts in public forums, and do not have the required permissions to make changes to the status of a player's account.

If you believe that the account has been closed in error then please contact our support teams to dispute the decision.

Thanks very much,

Ronnie @ Cloudbet

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marlboroza
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September 11, 2018, 01:50:43 PM
 #5159

We don't enforce KYC to every player, as far as i'm aware it's used when some red flags are raised - such as in this case where a player requests a withdrawal without having used any of their funds. This is to comply with AML laws.
Under whose jurisdiction?
As i've said before, we comply with all the AML laws in the jurisdictions that we operate in, it wouldn't make sense to pick and choose as a international sportsbook and casino.
Hm ok that definitely didn't answer my question.

Quote
If you have any questions, please contact our dedicated support team or refer to our frequently asked questions.

You enforced KYC for 20$ because you had suspicion that someone has tried to launder...well...20$.

Under whose jurisdiction you operate?

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September 11, 2018, 03:02:40 PM
 #5160

So Cloudbet Support responded but they dont want to give their proof. Very suspicious.
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