I'd like to hear a reason for why Cloudbet bans US IPs from playing but they are still able to somehow register and deposit according to OP. To avoid trouble like this in the future, shouldn't you just ban US players completely from registering and depositing?
Also, if OP consents, could the reason for taking so long to process a withdrawal be published publicly please.
IMHO if you want to gain trust and be successful in this business, you should have clear guidelines of how withdrawals are handled so that people can expect the outcomes. Not vague stuff like withdrawals will be "typically" processed within 24h. State a clear maximum time frame and stick to it. Also based on the chat logs, support seem to have absolutely no idea when the withdrawal will hit either. The least Cloudbet could have done was tell him an ETA and a reason. Otherwise, there is no point of having a support there at all.
Hi timerland, thank you for your feedback, and I hope I can address some of these points.
With regard to the US, we do restrict players from both registering and logging in.
In terms of our withdrawal procedure, over 90% of withdrawals are processed instantaneously. For larger withdrawals, we are required to run due diligence checks and, in some extreme cases, require proof of ID. In these cases the process time is not in our hands as we have to wait for a player response before we can legally release funds.
I appreciate that a clear and definitive timeframe would be preferred and have fed this back to our customer support team. I am not able to share the reason for the delay in OP's withdrawal publicly. Generally speaking, larger withdrawals are processed manually which is more time consuming, but the vast majority of withdrawals are instantaneous.
If you have any further questions, do please let me know.
Thanks,
Peter @ Cloudbet
