What Happened
A player from the Netherlands says they won over 360 ETH on two Play'n GO slots in about two weeks at Cloudbet and asked to withdraw it. When no payout came within a day, they contacted support, and a few hours later the account was blocked and the password changed. The casino asked for ID and a selfie showing the date and its name, which the player says they sent, but a month later the check still wasn't done.
How It Developed
- The withdrawal was held, the account blocked, and the casino said an investigation was under way. The player sent ID and the selfie.
- Complaint opened about a month later. The player said they were preparing legal action. The case was later reopened at the player's request for a last attempt.
- The casino told the mediator its investigation found a breach of its terms and that it had contacted the player directly. It offered to share the details with the mediator privately.
- The mediator asked the casino for full evidence and the exact terms broken. The player denied having more than one account. The case is marked unresolved.
Unresolved
The casino says the player broke its terms; the player denies having multiple accounts. No payout of the 360 ETH is shown.
What Has (and Hasn't) Helped
Nothing on the page moved the money. The casino kept its findings private and offered them only to the mediator. If a casino says you broke its terms, ask it to send the evidence to the mediator, and ask the mediator which rule is involved.