Topic: Cloudbet - account closure request not satisfacted (Read 295 times)

Clearly, these regulations can be flexible due to their foundation in business ethics, customer retention, and profitability. Nevertheless, it remains crucial for betting platforms to follow these rules to safeguard both their user base and their reputation.

You have the answers in your posts itself.

You wanted your account to be closed permanently and you admitted that you requested it so Cloudbet acted on it and closed your account permanently. This means you self excluded from Cloudbet permanently and they will not let you to reopen the account for any reason.

Normally self self-exclusion means a temporary break from the casino so your account will be locked for a certain period for example one month then you can access the site normally but that is not the case here since you explicitly stated permanently.

Let's see what Wiki has to say about it :

In areas that have enacted self-exclusion policies, an individual who is aware that they suffer from a gambling problem can voluntarily request that their name be added to the self-exclusion list. If their application is accepted, the person in question becomes legally banned from all participating casinos within the self-exclusion coverage area. If a person who has been added to the self-exclusion list enters or attempts to enter a casino that participates in the self-exclusion program, they can be arrested and charged with trespassing.[1] In addition, any chips, tokens, credits or other winnings in their possession at the time of arrest can be confiscated or invalidated.

The participant must complete the form voluntarily.

https://en.wikipedia.org/wiki/Self-exclusion

The problem with your case is, you've never requested to be excluded. You've requested the account to be closed, which doesn't block you from using the casino. A gambler can for instance think his account is unlucky, or doesn't like the name, and wants it to be closed. This doesn't stop him from making a new account, or later reopening the old one.

You admit that you've never asked to the self-exclusion list, or that you're closing the account because you're an addict.

Another person that didn't even bother reading the thread .
Where did OP EVER state he had money in the account and can't withdraw it because of the account closure.

You, just as plenty of other people in this thread, are totally missing the point, and I mean totally.
The part that you quote also has NOTHING to do with what you are writing. The quote actually gets it right, unlike you.

It's really sad to see so many posts these days that are just lazy and totally missing the point. Must be connected to signature campaign posting, can't explain this kind of spam otherwise.

Aside from the fact that you have some balance on the account and the team didn't allow you to withdraw all balance before permanently closing the account for the second time,  so it they responsibility and also yours to have withdrawn your remaining balance even though you already acknowledge to the support your addictions problem.
For the first account closer request, you should have stated in the reason why you want the account that is because of addictions,  instead of just requesting an account closer which may be viewed and acted on differently.

Hmm, I think you got some things very wrong here.
The situation is not in the slightest the way you describe it here. 

It is not about money being stuck in the account because he forgot to withdraw it when closing his account.

He closed his account because of addiction (didn't disclose this to the support, just said please close it) then 2 days later he asked for the account to be reopened, deposited and lost.
Now he is blaming the site for reopening the account which resulted for him in losing. So he wants the lost money refunded because they didn't follow their obligation to not let him play anymore.

If you ask me, I would say that the casino was even wrong in the first place to close the account without asking the user to withdraw his funds, if the casino had no intention of keeping the money, they should have asked OP to withdraw his fund before they close the account permanently as he requested..

But I am not blaming the casino alone though, OP also made a mistake by not withdrawing his funds before requesting the account closure, I wonder what he was really thinking 🤔 , cloudbet will have to refund OP back his money since the account is no longer active for him to request a withdrawal, at least,  this move will sure add some highs to their reputation.

Yes, that is a better option then completely closing of the account. If someone is addicted to gambling then that person should work on himself rather than closing the account at a site. The OP somehow rush closed his account permanently to tackle with the gambling addiction issue and after two days he requested the casino to reopen his account which is really unthinkable. I don't know that if the casino will refund the OP or not but I'm sure that it will be their kindness if they do something like that.

That's the mindset of compulsive gamblers, they blame everything and everybody I ask OP to forget this and just move on and find ways to cure your addiction.

The cycle will just continue, you asking for exclusion, then asking to reopen and play again, there's still hope you admit that you have this disease, and there is no better way to end this cycle than talking with a professional, there is still life besides gambling, so get a new lease in life by finding a way to cure your addiction.

well I think that they answer is somewhat reasonable.... but if your issue is related to gambling addiction you must move all your funds in multisignatures cold wallets.
Add some lock in your browser with keywords or just websites (such apps requires very long password to unlock).
Meanwhile try to fund some helps by gambling addicts group (even on line, just try to search on line) or with a medical doctor.

That's also my opinion we have had this kind of case in the past, We're not going to have this complaint if OP happens to win, and he's still going to play in other casinos in case the casino won't allow him to open his account.

The main problem here is his addiction, why not do something to cure your addiction, asking for exclusion will not solve your problem.
OP just happened to find loopholes in the casino, and he can do this in other casinos

I think you will forever be addicted to gambling, you decided to close your account and your wish was granted, later you yourself requested to open the account again and they did, why are you now blaming the online casino for opening the account again?

When you asked that your account should be closed, why not take your leave and never come back? The problem is inside of you, this is not a way to beat your gambling addiction, you want others to help you fight your addiction but what you don't understand is you are the only person that can beat the addiction.

I don't blame the online casino, I blame you for blaming the casino because they reopened your account, something you made them do, now you are using their ToS against them, you aren't getting out of your addiction, maybe never, because your habit show that you are the problem.

Instead of you asking the casino to permanently close your account,since you know that you can't control your gambling activities, why don't you just stay away from gambling or visiting any online casino for some days so that when you can no longer control yourself, you can start with your gambling activities. I guess that you had a plan for refund and that was why you came up with telling the casino to permanently close your account using addiction as an excuse. That was why after two days,when you told them to reopen your account and asked for a refund,they refuse because they know that you haven't overcome your addiction and will go and play in another casino. The casino have seen so many cases before and they know how to handle such cases due to past experience. So you should be patient with the casino and keep on contacting them.

On a normal, if the funds are just there without any  engagement then OP should be blamed for his or her inability to make withdrawal before making such decisions of account closure because from what I understand from OP post is that OP account is okay with no issues but due to addiction, he or she requested for account closure which means there is no issues with the account and it's activities but OP failed to do the needful by making withdrawals before placing such request.

The casino looking at the situation took advantage of it and was quick to closing the account with funds without calling the attention of OP to making withdrawals before they proceed with their actions but they kept mute. It is expected that they had informed OP about the funds there for immediate actions be taken. Now they are beginning to act strange as OP is back to demanding for account reopening. I think the casino are playing smart too and using OP request against OP.

Sorry mate but I think no one will support you in this claim and issue , specially when you show interest of returning your losing amount ? that is overacting .

You played at your own decision , the site given you the chance to quit for banning you when requested, but you again request to reactivate so it is your mistake.

but eh did not clarify if there are funds before he requested for locking account, hope that this is His intention here so there will be light in all response .

You are right and I completely agree with all that you have said,  as a gambling addict, it is completely a mistake to depend on the casinos to help one quit gambling, quitting gambling is more of a personal decision than what the casino can do for one, when someone is addicted and I've decided to quit, and discipline themselves enough to stand by this decision, we discovered that such person would not even have to use the self-exclusion option on the casino to help them quit gambling, on their own they can stop even without losing access to the internet and all that, but then again, I understand that there is a level an addiction can get to, just making a personal decision to quit wont help the person to stop, the person will have to take extra measures just like you've giving an example like going to the hospital and staying there for days without internet devices, or maybe seeing a psychologist or any other medical personnel who is the professional in helping addicts come out of their addiction , in all of this, the casino have very little role to play, if at all there is any role for them.

and also , this is why I hate addicted gamblers blaming gambling site because of their
own mistakes and asking the team to return back His losses? what if luck steps on him and he won huge amount , will the team has the right to ask him back all that winning?
this is our own decision and our own way to live life, if you are addicted then seek for help from your friends and family and not in Gambling sites because no matter what? it is a business and they will keep looking for people to bring them money, and yes even you who wanted to be banned is a source of money that will be let again to deposit and play.
this is a useless case mate because obviously , you are asking for impossible because it is your own mistake and not the gambling site.
truth , but i doubt that he had standing balance befor depositing again or before he had filed for blocking , because as admitted addited gambler , surely he will not stop betting till the funds completely drained .

this is a very sad story, and when i talk about being a very sad story i mean that you as a person addicted to gambling should have forgotten your passwords and run out of devices to access the internet and you should also have stopped using the email that is linked to the casino. I'm sorry to have to tell you this: the problem is not on the casino's side, the problem is on your side. you need to take responsibility for your mental health. stop playing, as long as you are not a person with self-control then you will continue using all casinos. today or yesterday or whatever day cloudbet was, but tomorrow or in the future you will use another casino

and you come to this forum to complain about the same thing, because as you said yourself, you are addicted to gambling, and that is something serious, you are not looking for medical help, you are not making an effort to cure yourself, that's why I in this case I think you shouldn't be blaming the casino, you have to blame yourself and say to yourself: I won't use casinos again for many, long years. even if you have to go to the hospital and stay in the hospital for months without any device that can access the internet, in your case that would be the best solution for you to be cured. I don't know how far the policies and measures that casinos take in cases like these of gambling addicts go.

but leaving the casinos aside, you are responsible for yourself, so you need to take responsibility and stop using the casinos when you know that you are under the effect of gambling addiction, I hope that in this case you will stop using the casino immediately , because if you keep chasing the casino then your addiction will not cure

If, and only if, the story is actually as OP is telling it I think the casino is at fault.
A user that requests a permanent closure of an account because of gambling addiction issues should not be given the chance to open it pretty much instantly again.

The other issue is, what did he actually say. In the screenshot of the email it seems like there was a previous communication to which he then replied "so close my account permanently please" . If he actually stated to them that he has a gambling addiction and because of this wants his account closed, then it should NOT be possible to reopen the account. If he just asked for an account closure without disclosing the addiction issue they don't violate their terms and conditions regarding responsible gambling.

According to their reply this seems not to be the case. It was a normal closure.

And as some have stated, he could have also just made a new account, or changed sites, the money would have been gone sooner or later anyway unfortunately.

If there were any funds in the account that you had deposited but had not staked and lost, then it would be more than far that they return your funds. I don't think they would hold on to that, but if you are expecting to be refunded the money on the bets you have already lost, then forget about it

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.
[/quote]

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

This screen actually shows nothing.
There must be something between these 2 emails.

Did they acknowledge that your account is "from now on" permanently closed? You should have gotten a reply after you asked for it. Their reply is only regarding to you requesting some compensation or something.

I feel like something is missing here, or you are not telling the whole story.

I requested my account to be permanently closed. It was closed after this email at least I lost access into it. Why can't casino permanently close an account?

I'm blaming them just because they didn't comply with the permanently closure account request. At least they should apologize, shouldn't they?

I did ask them to point me that, they refused to do so. That is the only answer I had from them. They  argue to have different kind of accounting closures but I can only see one on their Terms.

This was the account closure request: https://i.imgur.com/xfphwSc.png

Great step on admitting that you have a gambling addiction problem and that you need to have your account be blocked so that you have that control on the urge. I hope you block other sites as well because it's going to be easy to create a new account and bet again.

As for your case, you might need to wait for the casino to refund it to you. I think they are holding the funds there so you can prevent to gamble it somewhere else. They probably did this because of the part where you claim it is "self-exclusion".

I think you need to continue on contacting the casino for the refund.

Do you have proof you are requested permanent self-exclusion.

So you are blaming the casino? In your gambling addiction, you can't even handle playing 2 days after you are requested permanent self-exclusion. In these situation, is there have some guarantee you are not opening a new account? playing on other casinos?

IMO this scheme is just blackmailed. You are asking them to refund the money (while you are losing, I know cause you act like these) if the situation winning you are gonna to withdraw the money.

Why are you using their terms for self-exclusion when the reason behind your request for account closure is different as mentioned in their reply to you? I cannot see any casino refunding you of your deposits after you lost them from gambling. You come across as someone blaming others for you losses so maybe take accountability of your own actions instead?

I am curious about the conversation that went on when you were asking for your account to be self-excluded, would you mind posting all your conversations(except for sensitive information of course) with their support regarding this issue? posting your conversation with the support would greatly help members properly understand the whole issue.

The only type of closure I can see on their self-exclusion page is the time period, perhaps you should ask them to point you where to find it.

Hello,

I suffer from Gambling addiction and I requested my Cloudbet account to be Permanently Closed.
It was closed indeed but two days later, due to my addiction I requested to have my account reopened, and it was reopened immediatly.

I believe they violated their terms and conditions by doing that as I can read here:
https://www.cloudbet.com/en/help/self-exclusion

They refuse to comply with it as they answered me this:

Can someone try to help me? am I wrong on my request? In their terms and conditions I can't find any different type of account closure per user request.

My goal is to have the deposits made after my account be reopened, refunded.