What Happened
A player says Cloudbet asked for ID documents after a withdrawal in late November and froze their account while it checked them. The player says they sent everything the next day, then found their password had been changed. Support said the account was shut until the check ended, with just under 3 ETH still inside. Over two months on, the player says there was still no reason and no timeline.
How It Developed
- Once the player asked to cash out, the casino wanted personal details and ID. The player sent them the next day and was told the Player Safety team would email when done.
- A week later support said it could give no timeline. A few days after that, the player says their password had been changed.
- The casino said the account was closed for now and the funds frozen until the check was finished.
- Complaint opened more than two months after the withdrawal. No replies from the casino or the mediator appear on the page, and it is marked unresolved.
Unresolved
The thread has no replies from the casino or the mediator, and the page shows no payout.
What Has (and Hasn't) Helped
Nothing on the page moved this case: the thread has no replies at all. When a check drags on, ask the casino in writing for a date and for the reason the account is frozen, and keep every email.