What Happened
A player from Taiwan says Cloudbet froze their account and held a 23.5 ETH withdrawal, plus 199 euros left in the balance. They say they sent every document the casino asked for right away, to show they had only one account and had not cheated. Ten days later the account was still frozen, and support gave the same answer every day.
How It Developed
- Complaint opened ten days after the freeze.
- The complaint was reopened at the player's request for another attempt to settle it.
- The player rejected the casino's investigation result, saying it never proved multiple accounts. The casino had told the player to take it to the Curaçao regulator.
- The player offered to settle for half of the winnings.
- The mediator closed the case as unresolved: the matter was with a regulator and no deal was reached. It said it would update the case once the regulator decides.
Unresolved
The dispute went to the Curaçao regulator and no deal was reached. No payout is shown.
What Has (and Hasn't) Helped
The regulator was the remaining route once the casino stood by its findings, but the page shows no decision. Even an offer to settle for half didn't lead to a deal. If a casino points you to its licensing body, file there with all your documents and the casino's emails.