What Happened
A player from the Netherlands says they won on slots and tried to withdraw 19 ETH from Cloudbet on 22 November 2020. The casino wanted ID and proof of address first, and the player says they sent both right away. The check never finished, the account was blocked, and support kept saying its Players Safety team was still on it.
How It Developed
- 2020-11-22Withdrawals of 1 ETH and 18 ETH were held until the player passed KYC. The player sent ID and address documents straight away.
- Complaint opened after weeks of standard replies and a blocked login.
- The player reported an email from the casino's investigations team: it said it had found a breach of its multiple-accounts rule, froze the account and funds, and would share its findings only with outside adjudicators. The player denied it.
- The mediator formally asked the casino for a full explanation, its evidence and the exact terms it says were broken.
- The mediator then said the material it had did not back up the casino's accusations well enough and asked for more, warning the case would close as unresolved. It is now marked unresolved.
Unresolved
The mediator said the casino's multiple-account evidence was not enough, but the page shows no payout of the 19 ETH.
What Has (and Hasn't) Helped
Pushing the casino for proof helped on paper: the mediator found its evidence too thin. But the page shows no follow-up, and the money stayed frozen. If you're accused of having more than one account, ask for the specific evidence and send proof of who you are and where you play.