What Happened
A player from Sweden says Cloudbet's 30-day welcome package was presented as covering both casino and sports play, yet none of their roughly $9,500 in sports bets counted toward its biggest reward, the Cash Vault. They wagered about $11,300 in total and got a Cash Vault of about $52. The player says support first told them all activity counted, and never showed a rule that left sports out.
How It Developed
- Complaint opened. The player asked for the deposits made during the offer back, about $4,450 in USDC and ETH, or at least their net losses in that time.
- The player asked how long the casino's own review would take, after it said the complaint needed extra time.
- The casino said it had contacted the player again and that the reward was worked out correctly, in line with the published promotion page and terms for casino and sports play.
- The player answered that this explained nothing: if both kinds of play counted, a reward of about $52 made no sense. They asked for the inputs, the weighting and the exact term.
- The mediator asked the casino to show how the Cash Vault was calculated and to share the terms in force at the time. The complaint is now marked unresolved.
Unresolved
The casino says the reward was calculated correctly but has not shown how. No refund is shown.
What Has (and Hasn't) Helped
Nothing has worked so far: the casino kept saying its sum was right without showing it. Before you chase a reward tied to how much you bet, save the promotion page and ask support in writing which bets count, so you have proof if the answer changes later.