Cloudbet Casino - El jugador afirma que el pago se ha retrasado.

Casino: Cloudbet

Issue type: Withdrawal blocked due to KYC delay

Status: Unresolved

I registered at Cloudbet, made a deposit, and won.

When I requested a withdrawal, I was asked to confirm the withdrawal via email, which I did by clicking the confirmation link.

Immediately after confirming the withdrawal, I was redirected to the "Verify your identity" page. At this point, Cloudbet required me to complete KYC verification in order to process the withdrawal.

I submitted all requested identity documents as instructed. Since then, the verification page shows:

• Phone number: verified

• Identity verification: "Under review"

This status has remained unchanged for a long time. Because the KYC review is not completed, my withdrawal cannot be processed, and my funds are locked.

I have contacted Cloudbet support multiple times via:

• email

• live chat

However, I have received no response at all. There is no explanation for the delay, no request for additional documents, and no estimated timeframe.

I have fully complied with all requirements, yet my account remains restricted and my withdrawal blocked/pending.

I am requesting:

• completion of the KYC review

• processing of my withdrawal

• clear communication from Cloudbet support

I am posting this complaint publicly because direct contact with Cloudbet has completely failed and nobody answers or help.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear humble1155,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

But they are not answering me !! Nothing happens. Please help me.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear humble1155,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila

Dear humble1155, do you have any updates for us in regards to this complaint?

Dear humble1155, thank you for your response.

Could you please confirm the country of your residence? Does it match the information you have submitted during registration?

Additionally, could you please confirm whether you have used a VPN or other ways to circumvent restrictions?

Thank you in advance for your reply.

Thank you for your message.

My country of residence is Germany, and this matches the information that was submitted during registration.

Regarding VPN usage: yes, I have used a VPN at times for general online privacy. However, I did not intentionally attempt to defraud the casino or abuse bonuses, and Cloudbet allowed my registration, deposits, betting activity, and winnings without restriction.

The core issue of my complaint is not continued access to the casino, but the fact that after a withdrawal was confirmed and KYC was triggered, my balance later disappeared without any transaction history or proof being provided. Even if my account is restricted due to regional policies, I am requesting clarification and return of my remaining balance (or at minimum my original deposit).

I hope this clarifies my position.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear humble1155,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila