Cloudbet Withholding My Winnings – SCAM KYC Policy Change After Deposit

[Dubble1]

Hey everyone,

I wanted to share my experience with Cloudbet to warn other players and hopefully get some advice. I recently returned to Cloudbet after playing there in 2023 with no issues. I specifically chose them because of their anonymity with crypto deposits, as I’m a private person and don’t want my identity exposed online.

On February 28, 2025, I deposited $100 worth of SOL, and according to Cloudbet’s website and their AI chat assistant, I was entitled to withdraw up to $2,200 in SOL with no verification. However, when I attempted to withdraw, I was suddenly met with a $0 withdrawal limit and was told by support that I now needed to complete KYC verification—something that was never mentioned before depositing.

To make things worse, I hit a huge jackpot on their slot machines, and now it feels like they are changing the rules after the fact to avoid paying out. I even offered to accept a $500 withdrawal fee due to SOL’s price fluctuations, but they still refused to process my withdrawal unless I completed KYC.

This is extremely frustrating and feels like a classic bait-and-switch tactic. If I had known they would enforce KYC after depositing and winning, I would have never played here. Cloudbet’s reputation is built on crypto anonymity, yet they are now forcing undisclosed KYC requirements when it comes time to withdraw.

I have screenshots and video proof of everything, including the website's original withdrawal limits and their AI bot confirming the terms before my deposit. I plan to file complaints with Curacao eGaming, AskGamblers, and other gambling watchdogs. If Cloudbet refuses to honor their terms, I want to make sure no one else gets scammed the same way.

https://postimg.cc/gallery/k9sMKtS

[noviesol]

Hi Dubble1,

I understand that what you're experiencing is frustrating. Many casinos use this method to create bottlenecks and delay player withdrawals.

However, in theory, all online casinos are required to conduct KYC verification before allowing withdrawals, and true anonymity does not exist. In practice, many casinos are more lenient and only request KYC verification once withdrawals exceed a certain amount. That said, they are legally allowed to request it at any time and without providing a reason.

From the screenshots you provided, I don’t see anything explicitly stating that you can withdraw up to $2,200 without verification. My advice would be to complete the KYC process if you want to access your funds.

I don’t believe filing a complaint with the licensing authority would help, as they are the ones requiring the casino to properly verify their customers. Also, when filing a complaint on AskGamblers, CasinoGuru, or similar platforms, the first thing they will ask is whether you have completed the KYC process.

[acroman08]

I don't know about this, checking the screenshots you shared and seeing the reply you got from their support, it looks like they clarify what the $2.2k you saw about. but I am not gonna lie, non-verified gamblers on their website should get a message "your daily withdrawal limit is 0.00" to avoid confusion like this. anyway, you should really start reading the casino's ToS before depositing any money in the casino to potentially avoid problems like this.

[logfiles]

Sadly, the good old days of casinos allowing you to withdraw any amount are going and even OG casinos like Cloudbet can ask for KYC at any time. I am not sure if you went through their terms when you made a comeback, but casinos are also fond of changing the terms of service sporadically.

My advice is if you can, just do the KYC verification to avoid wasting time. Most of those watchdogs are going to agree with the casino's decision. I have seen such similar cases a number of times when they just tell the player to follow the casino's directive if they want their money back.

[Zwei]

i checked the screenshots you posted.
and there is nothing there that say that you can widthraw up to $2,200 with no verification. i think you misunderstood what that meant.

also if you check their terms of service (https://www.cloudbet.com/en/help/terms), they pretty much have the right to ask for KYC anytime, regardless of what they say the daily widthraw limit is, so to be fair to them they are not "forcing undisclosed KYC requirements".
as much as we all hate KYC, there is nothing we can do to help you here. as other said, you will need to do the KYC if you want to get your money.

[logfiles]

verification is done only before deposit. anything else is abuse

Most casino's now have a provision for one to verify even before they deposit but people tend to ignore untilit's too late.

Your identity will be automatically verified without need of sending documents. Please note that you must already be registered on Itsme®. Don't have an Itsme® account yet? Go to www.itsme-id.com and register for free!

So much for a service that has a 1.3 rating on Trustpilot (89% of the reviews have 1 star) No, thank you; https://www.trustpilot.com/review/www.itsme.be
And how do you know that OP is from Belgium?