Cloudbet - account closure request not satisfacted

[Hispo]

I suffer from Gambling addiction and I requested my Cloudbet account to be Permanently Closed.
It was closed indeed but two days later, due to my addiction I requested to have my account reopened, and it was reopened immediatly.
.....
My goal is to have the deposits made after my account be reopened, refunded.

I am a bit confused on reading your whole story. At one point of time you asked them to close the account and then you requested them to reopen and they reopened it. So is there any issue with it ?

Now what do you want ? The deposit which you made after the reopening of account to be refunded ? Did you play at the casino after reopening and lost the amount/bets ? Or you did not play and the deposit are still there in your account ?

As far as I understand his story is that he initially wanted to work on his addiction and requested an account closure, so he would have not been able to gamble anymore, however he eventually started to crave for more gambling and asked for his account to be reopened, so it was.
He deposited money and started to gamble again (I assume he lost money) and now that he has already realized what he did, he wants the casino to refund the money he deposited after getting his account reopened, due to him believing that the casino was not supposed to give him his account back and allow him to continue to gamble. 

In my eyes, though, it is very likely a casino won't deny their users access to their games permanently, if they have not broken any of the Terms of Service.


If I am wrong with my theory let me know, guys. 

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[ghostingura2]

I requested my account to be "Permanently closed"....
Isn't it the same as requesting for self-exclusion?
https://www.cloudbet.com/en/help/self-exclusion

My account was reopened 2 days after it by my request (part of the disease unfortunatly). And they reopened against they terms -> https://www.cloudbet.com/en/help/self-exclusion

Yes, it is my fault being addicted. It is also their fault reopening a Permanently closed account....


I just got this reply now from their License Holder: https://i.imgur.com/XOqorLP.png

[Mahdirakib]

I requested my account to be "Permanently closed"....

No, you haven't done it as the way you should have. You haven't followed the proper method to close your account permanently. Judging from the screenshot, you had started your discussion with the Cloudbet email support about your bets.

Yes, it is my fault being addicted. It is also their fault reopening a Permanently closed account....
I just got this reply now from their License Holder: ~

Where they stated that your account was closed permanently? You should follow the self-exclusion process properly. And you can take help from BeGambleAware to get rid of your gambling addiction.

Curacao eGaming has said that they will look into it, they are going to request the proper evidence from both sides.

[ghostingura2]

I requested my account to be "Permanently closed"....

No, you haven't done it as the way you should have. You haven't followed the proper method to close your account permanently. Judging from the screenshot, you had started your discussion with the Cloudbet email support about your bets.

Yes, it is my fault being addicted. It is also their fault reopening a Permanently closed account....
I just got this reply now from their License Holder: ~

Where they stated that your account was closed permanently? You should follow the self-exclusion process properly. And you can take help from BeGambleAware to get rid of your gambling addiction.

Curacao eGaming has said that they will look into it, they are going to request the proper evidence from both sides.

So what is the self-exclusion process? Is there a tutorial for it? I wasn't informed that I should had follow any different process at all.
My account was closed after it - so I believe it was well received. No? Do they have any other self-exclusion types? I can't find any on their terms, can you?
They didn't inform my account was permanently closed. Also, is that part of your "tutorial"?

[ScamViruS]

I can understand your situation, but your complaint is baseless. Because after seeing their support reply, it is understood that the reason for your account closure is something different. If you have really closed the account to get rid of gambling addiction, why would you request them to reopen the account again! Reopened and deposited in that account again and gambled with that fund and you lost everything again, so now you want a refund.

That's not how things work, you try to accept your mistakes. You are claiming that the reason for your account closure is self-exclusion, but it is clear from their reply that you have not followed the correct steps to close your account.

[noormcs5]

Now OP claims the casino wasn't trying to help him maintain addiction.

I'd call the complaint is baseless and OP will not get any support from the community and the casino.
The only thing this conversation proves is that Cloudbet's support is active and reacting to customer's requests.

Other than claiming this baseless wish, he also wants some refunds.

My goal is to have the deposits made after my account be reopened, refunded.

He did not mentioned whether he played after the account was reopened ?

Edit:

Wait, is a casino supposed to close an account with funds in it without first asking the user of the accounts to withdraw his funds?
This is a bit confusing though, and funny at the same time, funny in the sense that when he had no money in his account, he requested that the account be permanently closed, but cloudbet partially closed the account, op later on his own requested that the account be reopened hoping it can't be reopened since it was permanently closed, but cloudbet will open the account, op then went ahead to deposit money into the account, then contacted customer care to question why they will reopened the account when he asked that it be permanently closed, now cloudbet decided to permanently close the account as op requested, but this time with funds in the account, isn't this funny ? 🤣🤣..

Someone please explain to my understanding just in case I made a mistake, or fail to get something correctly .

But why OP deposited again ? It is purely wrong on the OP part as he is addicted to gambling and he does not know what exactly he is doing.
Remember account was reopened by the OP will and money was deposited by the OP himself. No one forced him.

[CryptSafe]

OP I try as much as I could to understand your point here but you too should know that they are acting in accordance and compliance to their own  terms and conditions. You do not expect them to return your deposits after you had asked them to close your account on your own accord and will. It is expected of you to have made a withdrawal possibly do away with all funds on your account as per the casino terms of services. I believe they did not tell you about that because you should not expect them to do so for you because every entity are looking for means to make more money and you too gave room for it to happen since you did request for account closure due to addiction.

It is possible for you to make such request as to curtail your addiction problem but it was not wise of you to have not withdrawn your funds before doing that as it has to do with account closure. Yes might be right to have responded or replied you in hat manner but you too would have to continue with the process. Do not forget you told them the reasons you asked or requested that they close your account because they might act upon it as evidence against you.

Nevertheless, there are a million and one casino out there that are reliable and much okay with their terms and condition which is feasible. You can move on if they feel they can not return the money back to you and moreover if the funds is not much, this could be  a test for you to use know their credibility and reliability so you do not have issues with them in the future.

[Hamphser]

Do you have proof you are requested permanent self-exclusion.

So you are blaming the casino? In your gambling addiction, you can't even handle playing 2 days after you are requested permanent self-exclusion. In these situation, is there have some guarantee you are not opening a new account? playing on other casinos?

IMO this scheme is just blackmailed. You are asking them to refund the money (while you are losing, I know cause you act like these) if the situation winning you are gonna to withdraw the money.

This is what on my mind too on which he do tend to give out those blames just because he had been let on playing once again but knowing that he had made out such request then it is really that still indicates that
Cloudbet is really that granting on whatever request made out by their bettors which in speaking about self exclusions and account closure which i do consider for it to be just the same. It would really be that your responsibility on the time that you do make out deposits on your account despite on being excluded or having that close account then its really totally bypassing those terms and the platform itself does have the full
rights on seizing on whatever deposit that you have done on that particular time, unless if it was been re-opened but of course those funds shouldnt really be had able to make out such bet or been used.
But on the time  that you had make use of those balance and have lost it all and asking for some refund just because you had recently make some self exclusion then its a total bull shit kind of alibi
just to get those money back.

[Fivestar4everMVP]

Wait, is a casino supposed to close an account with funds in it without first asking the user of the accounts to withdraw his funds?
This is a bit confusing though, and funny at the same time, funny in the sense that when he had no money in his account, he requested that the account be permanently closed, but cloudbet partially closed the account, op later on his own requested that the account be reopened hoping it can't be reopened since it was permanently closed, but cloudbet will open the account, op then went ahead to deposit money into the account, then contacted customer care to question why they will reopened the account when he asked that it be permanently closed, now cloudbet decided to permanently close the account as op requested, but this time with funds in the account, isn't this funny ? 🤣🤣..

Someone please explain to my understanding just in case I made a mistake, or fail to get something correctly .

[Wexnident]

I think their argument was that the account closure was due to you being under some kind of debt (or something of the sort) instead of self-exclusion reason-ish specifically. Kind of a stretch I guess but that's what I got from their reply. From the images you also linked there weren't really any clear requests of you asking to close your account (or their reply of approving it, since from what I understood they rejected it or whatever case you were asking for them to cancel or something).

In all honesty, I feel like this is simply your fault OP, even if we do say that cloudbet didn't open up your account again, you'd simply open up a new account somewhere else if you were truly addicted and suddenly had the urge to play again. Probably just let that x amount of LTC you deposited be a learning fee about stopping gambling now.

[logfiles]

If there were any funds in the account that you had deposited but had not staked and lost, then it would be more than far that they return your funds. I don't think they would hold on to that, but if you are expecting to be refunded the money on the bets you have already lost, then forget about it

[AHOYBRAUSE]

I think their argument was that the account closure was due to you being under some kind of debt (or something of the sort) instead of self-exclusion reason-ish specifically. Kind of a stretch I guess but that's what I got from their reply. From the images you also linked there weren't really any clear requests of you asking to close your account (or their reply of approving it, since from what I understood they rejected it or whatever case you were asking for them to cancel or something).

In all honesty, I feel like this is simply your fault OP, even if we do say that cloudbet didn't open up your account again, you'd simply open up a new account somewhere else if you were truly addicted and suddenly had the urge to play again. Probably just let that x amount of LTC you deposited be a learning fee about stopping gambling now.

If, and only if, the story is actually as OP is telling it I think the casino is at fault.
A user that requests a permanent closure of an account because of gambling addiction issues should not be given the chance to open it pretty much instantly again.

The other issue is, what did he actually say. In the screenshot of the email it seems like there was a previous communication to which he then replied "so close my account permanently please" . If he actually stated to them that he has a gambling addiction and because of this wants his account closed, then it should NOT be possible to reopen the account. If he just asked for an account closure without disclosing the addiction issue they don't violate their terms and conditions regarding responsible gambling.

According to their reply this seems not to be the case. It was a normal closure.

And as some have stated, he could have also just made a new account, or changed sites, the money would have been gone sooner or later anyway unfortunately.

[Slow death]

this is a very sad story, and when i talk about being a very sad story i mean that you as a person addicted to gambling should have forgotten your passwords and run out of devices to access the internet and you should also have stopped using the email that is linked to the casino. I'm sorry to have to tell you this: the problem is not on the casino's side, the problem is on your side. you need to take responsibility for your mental health. stop playing, as long as you are not a person with self-control then you will continue using all casinos. today or yesterday or whatever day cloudbet was, but tomorrow or in the future you will use another casino

and you come to this forum to complain about the same thing, because as you said yourself, you are addicted to gambling, and that is something serious, you are not looking for medical help, you are not making an effort to cure yourself, that's why I in this case I think you shouldn't be blaming the casino, you have to blame yourself and say to yourself: I won't use casinos again for many, long years. even if you have to go to the hospital and stay in the hospital for months without any device that can access the internet, in your case that would be the best solution for you to be cured. I don't know how far the policies and measures that casinos take in cases like these of gambling addicts go.

but leaving the casinos aside, you are responsible for yourself, so you need to take responsibility and stop using the casinos when you know that you are under the effect of gambling addiction, I hope that in this case you will stop using the casino immediately , because if you keep chasing the casino then your addiction will not cure

[Reatim]

Why are you using their terms for self-exclusion when the reason behind your request for account closure is different as mentioned in their reply to you? I cannot see any casino refunding you of your deposits after you lost them from gambling. You come across as someone blaming others for you losses so maybe take accountability of your own actions instead?

and also , this is why I hate addicted gamblers blaming gambling site because of their
own mistakes and asking the team to return back His losses? what if luck steps on him and he won huge amount , will the team has the right to ask him back all that winning?
this is our own decision and our own way to live life, if you are addicted then seek for help from your friends and family and not in Gambling sites because no matter what? it is a business and they will keep looking for people to bring them money, and yes even you who wanted to be banned is a source of money that will be let again to deposit and play.
this is a useless case mate because obviously , you are asking for impossible because it is your own mistake and not the gambling site.

If there were any funds in the account that you had deposited but had not staked and lost, then it would be more than far that they return your funds. I don't think they would hold on to that, but if you are expecting to be refunded the money on the bets you have already lost, then forget about it

truth , but i doubt that he had standing balance befor depositing again or before he had filed for blocking , because as admitted addited gambler , surely he will not stop betting till the funds completely drained .

[Fivestar4everMVP]

>Snip

You are right and I completely agree with all that you have said,  as a gambling addict, it is completely a mistake to depend on the casinos to help one quit gambling, quitting gambling is more of a personal decision than what the casino can do for one, when someone is addicted and I've decided to quit, and discipline themselves enough to stand by this decision, we discovered that such person would not even have to use the self-exclusion option on the casino to help them quit gambling, on their own they can stop even without losing access to the internet and all that, but then again, I understand that there is a level an addiction can get to, just making a personal decision to quit wont help the person to stop, the person will have to take extra measures just like you've giving an example like going to the hospital and staying there for days without internet devices, or maybe seeing a psychologist or any other medical personnel who is the professional in helping addicts come out of their addiction , in all of this, the casino have very little role to play, if at all there is any role for them.

[bitterguy28]

Sorry mate but I think no one will support you in this claim and issue , specially when you show interest of returning your losing amount ? that is overacting .

You played at your own decision , the site given you the chance to quit for banning you when requested, but you again request to reactivate so it is your mistake.

If there were any funds in the account that you had deposited but had not staked and lost, then it would be more than far that they return your funds. I don't think they would hold on to that, but if you are expecting to be refunded the money on the bets you have already lost, then forget about it

but eh did not clarify if there are funds before he requested for locking account, hope that this is His intention here so there will be light in all response .

[CryptSafe]

If there were any funds in the account that you had deposited but had not staked and lost, then it would be more than far that they return your funds. I don't think they would hold on to that, but if you are expecting to be refunded the money on the bets you have already lost, then forget about it

On a normal, if the funds are just there without any  engagement then OP should be blamed for his or her inability to make withdrawal before making such decisions of account closure because from what I understand from OP post is that OP account is okay with no issues but due to addiction, he or she requested for account closure which means there is no issues with the account and it's activities but OP failed to do the needful by making withdrawals before placing such request.

The casino looking at the situation took advantage of it and was quick to closing the account with funds without calling the attention of OP to making withdrawals before they proceed with their actions but they kept mute. It is expected that they had informed OP about the funds there for immediate actions be taken. Now they are beginning to act strange as OP is back to demanding for account reopening. I think the casino are playing smart too and using OP request against OP.

[Sim_card]

Instead of you asking the casino to permanently close your account,since you know that you can't control your gambling activities, why don't you just stay away from gambling or visiting any online casino for some days so that when you can no longer control yourself, you can start with your gambling activities. I guess that you had a plan for refund and that was why you came up with telling the casino to permanently close your account using addiction as an excuse. That was why after two days,when you told them to reopen your account and asked for a refund,they refuse because they know that you haven't overcome your addiction and will go and play in another casino. The casino have seen so many cases before and they know how to handle such cases due to past experience. So you should be patient with the casino and keep on contacting them.

[Crypt0Gore]

I think you will forever be addicted to gambling, you decided to close your account and your wish was granted, later you yourself requested to open the account again and they did, why are you now blaming the online casino for opening the account again?

When you asked that your account should be closed, why not take your leave and never come back? The problem is inside of you, this is not a way to beat your gambling addiction, you want others to help you fight your addiction but what you don't understand is you are the only person that can beat the addiction.

I don't blame the online casino, I blame you for blaming the casino because they reopened your account, something you made them do, now you are using their ToS against them, you aren't getting out of your addiction, maybe never, because your habit show that you are the problem.

[aioc]

-snip-

Think the same way as you do, like Blackmailed ~XD
Win : I will withdraw the money
Lose : I demand a refund.

That's also my opinion we have had this kind of case in the past, We're not going to have this complaint if OP happens to win, and he's still going to play in other casinos in case the casino won't allow him to open his account.

The main problem here is his addiction, why not do something to cure your addiction, asking for exclusion will not solve your problem.
OP just happened to find loopholes in the casino, and he can do this in other casinos