Cloudbet Casino - 플레이어의 출금이 차단되었습니다.

I deposited $300 into Cloudbet. After playing, I had $160 left (all from my own deposit, no winnings).

When I tried to withdraw just $100, Cloudbet blocked my account and demanded KYC. Their own website says verification is required only for withdrawals over $2,200.

I already sent them my ID and a utility bill, but now they demand a selfie. I do not trust sending my face to a gambling site that:

Ignores emails for weeks (my mails to [email protected] are rejected). 

Refuses to process my request for permanent self-exclusion + refund.

Keeps changing the rules after deposit.

This is unfair and feels like theft. Many players should be aware: once they have your money, they might lock your account with KYC excuses and stop replying.

My remaining balance is only $160, but it’s about principle. I will keep posting my story until Cloudbet processes my withdrawal.

⚠️ Be careful depositing with Cloudbet.com – they can block your funds anytime.

Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents has the casino requested from you for verification that you have not yet provided?
2. Could you please specify the reason why you want to self-exclude from this casino? Kindly forward me the account closure request you sent to the casino, along with the casino's reply at [email protected].
3. Have your ID and utility bill been approved and verified?
4. Am I correct in understanding that you have not yet sent a selfie to the casino and refuse to do so?

I hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello Veronika,

Thank you for your reply and for assisting me with this case. Please find my answers below:

Documents requested by the casino:

I have already provided a copy of my ID (front and back) and a utility bill.

The casino additionally requested a selfie, which I have not provided.

Reason for self-exclusion:

I no longer trust this casino after my experience.

I requested permanent self-exclusion and the return of my remaining funds (approx. 160 USD).

The casino refused, claiming I must first complete full KYC (including selfie), even though I do not wish to continue gambling.

I am attaching below the request I sent for self-exclusion and the reply I received from the casino.

ID and utility bill status:

Yes, I submitted them, but the casino did not confirm if they were approved.

Selfie:

Correct, I have not sent a selfie, because I do not feel safe sharing biometric data (my face) with this casino.

To clarify, I only wish to permanently close my account and receive the return of my remaining deposit balance. I am not asking to continue playing.

Thank you again for your support.

Best regards,

Massimo

Thank you for your emails. Kindly note that in some casinos, the self-exclusion procedure cannot be finalized until the KYC verification is completed. Requesting full KYC before closing a player’s account is a standard procedure. The casino needs to verify and store your personal data to ensure that you won't be able to create another account using the same credentials in the future.

Could you please specify if you are willing to finish the KYC procedure in accordance with the casino's requests?

Dear Massimo1975,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Thank you for your reply.

To clarify: I have already provided my ID (front and back) and a utility bill, which are more than sufficient to prove both my identity and my address. However, I refuse to provide a selfie, because I no longer have trust in Cloudbet as a company.

I do not want my account to be reopened, I do not want to continue playing, I only want my remaining balance to be returned. I entered the site knowing that verification is only required for withdrawals above $2200, while my case concerns a remaining balance of around $160.

If I wanted to keep using the site, I would have agreed to the selfie requirement, but I simply do not want to be forced into uploading biometric data to a casino that has already ignored several of my support requests.

I kindly ask Casino Guru to take this into account: Cloudbet already has my ID and proof of address. The funds in question are not winnings but deposits of my own money. I am in a net loss on their platform, so there is no reason to withhold my balance.

This is why I insist on closing the account and receiving my remaining funds without being forced into providing a selfie.

Thank you for your understanding.

Thank you for providing the additional information. I appreciate the time you’ve taken to explain your situation.

Please note that KYC verification is a mandatory procedure for all licensed and reputable casinos. While some casinos may publicly state thresholds for verification, in practice, casinos are entitled to request full KYC at any time, including for withdrawals of funds that are deposits only, to ensure the security of the account and to prevent misuse.

Regarding your selfie, this is part of the casino’s standard verification process to confirm that the account holder matches the submitted identification documents. Since you have refused to provide it, the casino cannot complete the verification. Without completing verification, the casino cannot securely confirm your identity or return your funds. This is not arbitrary; it is a legal and regulatory requirement.

We are aware that you no longer wish to continue playing, and your request for self-exclusion is understood. However, the casino’s requirement for full KYC prior to processing withdrawals or closing accounts is standard and protects both parties. It is not intended to deny you access to your deposited funds, but the process cannot be bypassed.

To move this forward and resolve your complaint, you will need to complete the KYC procedure as requested by Cloudbet. Once verified, the casino will be able to process your withdrawal and finalize your account closure.

I hope this clarifies the situation and the reasons behind the casino’s actions. Please let me know if you are willing to complete the verification so we can assist in resolving the matter.

Dear Massimo1975,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.