Topic: Cloudbet - account closure request not satisfacted - page 2. (Read 323 times)

I think their argument was that the account closure was due to you being under some kind of debt (or something of the sort) instead of self-exclusion reason-ish specifically. Kind of a stretch I guess but that's what I got from their reply. From the images you also linked there weren't really any clear requests of you asking to close your account (or their reply of approving it, since from what I understood they rejected it or whatever case you were asking for them to cancel or something).

In all honesty, I feel like this is simply your fault OP, even if we do say that cloudbet didn't open up your account again, you'd simply open up a new account somewhere else if you were truly addicted and suddenly had the urge to play again. Probably just let that x amount of LTC you deposited be a learning fee about stopping gambling now.

Wait, is a casino supposed to close an account with funds in it without first asking the user of the accounts to withdraw his funds?
This is a bit confusing though, and funny at the same time, funny in the sense that when he had no money in his account, he requested that the account be permanently closed, but cloudbet partially closed the account, op later on his own requested that the account be reopened hoping it can't be reopened since it was permanently closed, but cloudbet will open the account, op then went ahead to deposit money into the account, then contacted customer care to question why they will reopened the account when he asked that it be permanently closed, now cloudbet decided to permanently close the account as op requested, but this time with funds in the account, isn't this funny ? 🤣🤣..

Someone please explain to my understanding just in case I made a mistake, or fail to get something correctly .

This is what on my mind too on which he do tend to give out those blames just because he had been let on playing once again but knowing that he had made out such request then it is really that still indicates that
Cloudbet is really that granting on whatever request made out by their bettors which in speaking about self exclusions and account closure which i do consider for it to be just the same. It would really be that your responsibility on the time that you do make out deposits on your account despite on being excluded or having that close account then its really totally bypassing those terms and the platform itself does have the full
rights on seizing on whatever deposit that you have done on that particular time, unless if it was been re-opened but of course those funds shouldnt really be had able to make out such bet or been used.
But on the time  that you had make use of those balance and have lost it all and asking for some refund just because you had recently make some self exclusion then its a total bull shit kind of alibi
just to get those money back.

OP I try as much as I could to understand your point here but you too should know that they are acting in accordance and compliance to their own  terms and conditions. You do not expect them to return your deposits after you had asked them to close your account on your own accord and will. It is expected of you to have made a withdrawal possibly do away with all funds on your account as per the casino terms of services. I believe they did not tell you about that because you should not expect them to do so for you because every entity are looking for means to make more money and you too gave room for it to happen since you did request for account closure due to addiction.

It is possible for you to make such request as to curtail your addiction problem but it was not wise of you to have not withdrawn your funds before doing that as it has to do with account closure. Yes might be right to have responded or replied you in hat manner but you too would have to continue with the process. Do not forget you told them the reasons you asked or requested that they close your account because they might act upon it as evidence against you.

Nevertheless, there are a million and one casino out there that are reliable and much okay with their terms and condition which is feasible. You can move on if they feel they can not return the money back to you and moreover if the funds is not much, this could be  a test for you to use know their credibility and reliability so you do not have issues with them in the future.

Other than claiming this baseless wish, he also wants some refunds. He did not mentioned whether he played after the account was reopened ?

Edit:

But why OP deposited again ? It is purely wrong on the OP part as he is addicted to gambling and he does not know what exactly he is doing.
Remember account was reopened by the OP will and money was deposited by the OP himself. No one forced him.

I can understand your situation, but your complaint is baseless. Because after seeing their support reply, it is understood that the reason for your account closure is something different. If you have really closed the account to get rid of gambling addiction, why would you request them to reopen the account again! Reopened and deposited in that account again and gambled with that fund and you lost everything again, so now you want a refund.

That's not how things work, you try to accept your mistakes. You are claiming that the reason for your account closure is self-exclusion, but it is clear from their reply that you have not followed the correct steps to close your account.

So what is the self-exclusion process? Is there a tutorial for it? I wasn't informed that I should had follow any different process at all.
My account was closed after it - so I believe it was well received. No? Do they have any other self-exclusion types? I can't find any on their terms, can you?
They didn't inform my account was permanently closed. Also, is that part of your "tutorial"?

No, you haven't done it as the way you should have. You haven't followed the proper method to close your account permanently. Judging from the screenshot, you had started your discussion with the Cloudbet email support about your bets.

Where they stated that your account was closed permanently? You should follow the self-exclusion process properly. And you can take help from BeGambleAware to get rid of your gambling addiction.

Curacao eGaming has said that they will look into it, they are going to request the proper evidence from both sides.

I requested my account to be "Permanently closed"....
Isn't it the same as requesting for self-exclusion?
https://www.cloudbet.com/en/help/self-exclusion

My account was reopened 2 days after it by my request (part of the disease unfortunatly). And they reopened against they terms -> https://www.cloudbet.com/en/help/self-exclusion

Yes, it is my fault being addicted. It is also their fault reopening a Permanently closed account....


I just got this reply now from their License Holder: https://i.imgur.com/XOqorLP.png

As far as I understand his story is that he initially wanted to work on his addiction and requested an account closure, so he would have not been able to gamble anymore, however he eventually started to crave for more gambling and asked for his account to be reopened, so it was.
He deposited money and started to gamble again (I assume he lost money) and now that he has already realized what he did, he wants the casino to refund the money he deposited after getting his account reopened, due to him believing that the casino was not supposed to give him his account back and allow him to continue to gamble. 

In my eyes, though, it is very likely a casino won't deny their users access to their games permanently, if they have not broken any of the Terms of Service.


If I am wrong with my theory let me know, guys. 

It's simple.

OP wanted his account closed but did not say it's a responsible gambling or self-exclusion case. Just wanted it locked. This may happen due to someone else having access to that computer and OP being at risk of someone logging in, or because his wife found out that he was gambling and was about to try if he has an active account? There can be many different reasons for asking that.

Then OP wanted it to be reopened and it was.

Now OP claims the casino wasn't trying to help him maintain addiction.

I'd call the complaint is baseless and OP will not get any support from the community and the casino.
The only thing this conversation proves is that Cloudbet's support is active and reacting to customer's requests.

I am a bit confused on reading your whole story. At one point of time you asked them to close the account and then you requested them to reopen and they reopened it. So is there any issue with it ?

Now what do you want ? The deposit which you made after the reopening of account to be refunded ? Did you play at the casino after reopening and lost the amount/bets ? Or you did not play and the deposit are still there in your account ?

Think the same way as you do, like Blackmailed ~XD
Win : I will withdraw the money
Lose : I demand a refund.

IMO, this is just most of the time (Customer) side fault. The screenshot showing nothing, just a requested (permanent) from @OP not from a casino. Since you are admited have a gambling problem.

Contact your gambling help center, and contact your family, block all the site gambling and give all of your money/fund into your trusted family and ask them to manage it. It's clear @OP cannot handle it, there is no guarentee at all @OP are stopid (He just can created another account / playing on other site).

Don't they need to comply with their own terms and conditions?

You tried to reopen your account of course they will reopen the account without hesitation. As long as you deposit funds and play, there will be no issue about it.

Don't expect them to return your money when you did try to bet already. Thats not how the world works.
If you are insinuating they are not managing your gambling activities responsibly then you are up for a challenge and they will just reason they simply respond to your request in serving clients as to what the clients need. 

Still, there is no email or message where the support is confirming that your account is permanently closed.
Without this you you don't have any case I believe.
Normally you always get some confirmation like this, they don't just close the account without it I think, at least this would be new to me.

Also, this happened almost 3 weeks ago, why making this public now?

We have seen cases like this when people are trying to freeroll casinos and bookies. Just recently with a guy "suing" stake because they let him play from Australia, haha. Not gonna happen.

Just try to get some help and fight to get healthy. Good luck and all the best.
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I have been trying to contact them since then. Thats why...

"Still, there is no email or message where the support is confirming that your account is permanently closed."
There was, via chat and I'm waiting for the  chat transcription copy from them.

Still, there is no email or message where the support is confirming that your account is permanently closed.
Without this you you don't have any case I believe.
Normally you always get some confirmation like this, they don't just close the account without it I think, at least this would be new to me.

Also, this happened almost 3 weeks ago, why making this public now?

We have seen cases like this when people are trying to freeroll casinos and bookies. Just recently with a guy "suing" stake because they let him play from Australia, haha. Not gonna happen.

Just try to get some help and fight to get healthy. Good luck and all the best.

I understand your point, but don't you find any issue on casino on this? I hope you never suffer from this disease.

This sounds like some trick... asking for the account to be permanently closed, after a few days asking to be reopened, then making a deposit, and in case of losing the deposit you ask for a refund because of addiction. Perfect scheme... some people are really clever at figuring out how to cheat a casino.


Good luck!

I tried to contact their license holder, with all the information I have, still no answers so far...
They argue to have different kind of account closures... they are being shady on this as they can't point me it on their terms... how can I argue it better? I'm not fluent on english and it is being harder to me. In total I deposited 54 LTC on that period...
No I got no email stating my account was closed.
This is the email askint the account to be reopened: https://i.imgur.com/plbx5gn.png
This is the email they sent me after that: https://i.imgur.com/LPvcVqu.png