Cloudbet - account closure request not satisfacted

[ghostingura2]

Hello,

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.

I believe they violated their terms and conditions by doing that as I can read here:
https://www.cloudbet.com/en/help/self-exclusion

They refuse to comply with it as they answered me this:

There are key differences between account closures, Responsible Gaming and regular account closure. In your request to close you made it very clear that it was due to the bet settlement issue that you were following up on, you did not state any responsible gaming reasons.

It is a shared responsibility to ensure that responsible gaming measures are followed on the site, as you never mentioned this before we had no reason to believe that you we not managing your gambling activities responsibly.

Therefore, when requesting to reopen your account our team was able to do so at your request as it was not a self-exclusion.

As you have now indicated you have responsible gaming issues, we have acted swiftly and blocked your access.

Therefore in accordance with our regulations and account closure reasons, we can confirm that your account was closed as per the correct procedure.

We therefore deem this case to be closed and encourage you to reach out to support groups to tackle your gambling issue.

We are unable to offer further assistance in this case and further conversations for this reason will be closed without any further action.

If you are unsatisfied with this outcome we can only advise you to raise a complaint to CEG by clicking the link at the footer of our website.

Can someone try to help me? am I wrong on my request? In their terms and conditions I can't find any different type of account closure per user request.

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

[1714706770]

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[1714706770]

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[1714706770]

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[acroman08]

I am curious about the conversation that went on when you were asking for your account to be self-excluded, would you mind posting all your conversations(except for sensitive information of course) with their support regarding this issue? posting your conversation with the support would greatly help members properly understand the whole issue.

Can someone try to help me? am I wrong on my request? In their terms and conditions I can't find any different type of account closure per user request.

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

The only type of closure I can see on their self-exclusion page is the time period, perhaps you should ask them to point you where to find it.

[Yogee]

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?

[ryzaadit]

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.

[crwth]

Great step on admitting that you have a gambling addiction problem and that you need to have your account be blocked so that you have that control on the urge. I hope you block other sites as well because it's going to be easy to create a new account and bet again.

As for your case, you might need to wait for the casino to refund it to you. I think they are holding the funds there so you can prevent to gamble it somewhere else. They probably did this because of the part where you claim it is "self-exclusion".

I think you need to continue on contacting the casino for the refund.

[ghostingura2]

This was the account closure request: https://i.imgur.com/xfphwSc.png

[ghostingura2]

I am curious about the conversation that went on when you were asking for your account to be self-excluded, would you mind posting all your conversations(except for sensitive information of course) with their support regarding this issue? posting your conversation with the support would greatly help members properly understand the whole issue.

Can someone try to help me? am I wrong on my request? In their terms and conditions I can't find any different type of account closure per user request.

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

The only type of closure I can see on their self-exclusion page is the time period, perhaps you should ask them to point you where to find it.

I did ask them to point me that, they refused to do so. That is the only answer I had from them. They  argue to have different kind of accounting closures but I can only see one on their Terms.

[ghostingura2]

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?

I'm blaming them just because they didn't comply with the permanently closure account request. At least they should apologize, shouldn't they?

[ghostingura2]

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.

I requested my account to be permanently closed. It was closed after this email at least I lost access into it. Why can't casino permanently close an account?

[AHOYBRAUSE]

This was the account closure request: https://i.imgur.com/xfphwSc.png

This screen actually shows nothing.
There must be something between these 2 emails.

Did they acknowledge that your account is "from now on" permanently closed? You should have gotten a reply after you asked for it. Their reply is only regarding to you requesting some compensation or something.

I feel like something is missing here, or you are not telling the whole story.

[ghostingura2]

Great step on admitting that you have a gambling addiction problem and that you need to have your account be blocked so that you have that control on the urge. I hope you block other sites as well because it's going to be easy to create a new account and bet again.

As for your case, you might need to wait for the casino to refund it to you. I think they are holding the funds there so you can prevent to gamble it somewhere else. They probably did this because of the part where you claim it is "self-exclusion".

I think you need to continue on contacting the casino for the refund.

I tried to contact their license holder, with all the information I have, still no answers so far...
They argue to have different kind of account closures... they are being shady on this as they can't point me it on their terms... how can I argue it better? I'm not fluent on english and it is being harder to me. In total I deposited 54 LTC on that period...

This was the account closure request: https://i.imgur.com/xfphwSc.png

This screen actually shows nothing.
There must be something between these 2 emails.

Did they acknowledge that your account is "from now on" permanently closed? You should have gotten a reply after you asked for it. Their reply is only regarding to you requesting some compensation or something.

I feel like something is missing here, or you are not telling the whole story.

No I got no email stating my account was closed.
This is the email askint the account to be reopened: https://i.imgur.com/plbx5gn.png
This is the email they sent me after that: https://i.imgur.com/LPvcVqu.png

[iv4n]

Hello,

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.

I believe they violated their terms and conditions by doing that as I can read here:
https://www.cloudbet.com/en/help/self-exclusion

This sounds like some trick... asking for the account to be permanently closed, after a few days asking to be reopened, then making a deposit, and in case of losing the deposit you ask for a refund because of addiction. Perfect scheme... some people are really clever at figuring out how to cheat a casino.

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

Good luck!

[ghostingura2]

Hello,

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.

I believe they violated their terms and conditions by doing that as I can read here:
https://www.cloudbet.com/en/help/self-exclusion

This sounds like some trick... asking for the account to be permanently closed, after a few days asking to be reopened, then making a deposit, and in case of losing the deposit you ask for a refund because of addiction. Perfect scheme... some people are really clever at figuring out how to cheat a casino.

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

Good luck!

I understand your point, but don't you find any issue on casino on this? I hope you never suffer from this disease.

[AHOYBRAUSE]

No I got no email stating my account was closed.
This is the email askint the account to be reopened: https://i.imgur.com/plbx5gn.png
This is the email they sent me after that: https://i.imgur.com/LPvcVqu.png

Still, there is no email or message where the support is confirming that your account is permanently closed.
Without this you you don't have any case I believe.
Normally you always get some confirmation like this, they don't just close the account without it I think, at least this would be new to me.

Also, this happened almost 3 weeks ago, why making this public now?

We have seen cases like this when people are trying to freeroll casinos and bookies. Just recently with a guy "suing" stake because they let him play from Australia, haha. Not gonna happen.

Just try to get some help and fight to get healthy. Good luck and all the best.

[ghostingura2]

No I got no email stating my account was closed.
This is the email askint the account to be reopened: https://i.imgur.com/plbx5gn.png
This is the email they sent me after that: https://i.imgur.com/LPvcVqu.png

Still, there is no email or message where the support is confirming that your account is permanently closed.
Without this you you don't have any case I believe.
Normally you always get some confirmation like this, they don't just close the account without it I think, at least this would be new to me.

Also, this happened almost 3 weeks ago, why making this public now?

We have seen cases like this when people are trying to freeroll casinos and bookies. Just recently with a guy "suing" stake because they let him play from Australia, haha. Not gonna happen.

Just try to get some help and fight to get healthy. Good luck and all the best.
[/quote]

I have been trying to contact them since then. Thats why...

"Still, there is no email or message where the support is confirming that your account is permanently closed."
There was, via chat and I'm waiting for the  chat transcription copy from them.

[cabron]

You tried to reopen your account of course they will reopen the account without hesitation. As long as you deposit funds and play, there will be no issue about it.

Don't expect them to return your money when you did try to bet already. Thats not how the world works.
If you are insinuating they are not managing your gambling activities responsibly then you are up for a challenge and they will just reason they simply respond to your request in serving clients as to what the clients need. 

[ghostingura2]

You tried to reopen your account of course they will reopen the account without hesitation. As long as you deposit funds and play, there will be no issue about it.

Don't expect them to return your money when you did try to bet already. Thats not how the world works.
If you are insinuating they are not managing your gambling activities responsibly then you are up for a challenge and they will just reason they simply respond to your request in serving clients as to what the clients need. 

Don't they need to comply with their own terms and conditions?

[ryzaadit]

-snip-

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

IMO, this is just most of the time (Customer) side fault. The screenshot showing nothing, just a requested (permanent) from @OP not from a casino. Since you are admited have a gambling problem.

Contact your gambling help center, and contact your family, block all the site gambling and give all of your money/fund into your trusted family and ask them to manage it. It's clear @OP cannot handle it, there is no guarentee at all @OP are stopid (He just can created another account / playing on other site).

[noormcs5]

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 ?

[coolcoinz]

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 ?

It's simple.

OP wanted his account closed but did not say it's a responsible gambling or self-exclusion case. Just wanted it locked. This may happen due to someone else having access to that computer and OP being at risk of someone logging in, or because his wife found out that he was gambling and was about to try if he has an active account? There can be many different reasons for asking that.

Then OP wanted it to be reopened and it was.

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.