Topic: Cloudbet | Sportsbook and Casino | Bet with BTC and BCH | 100% Deposit Bonus - page 338. (Read 465733 times)

Hi pacopaco,

Affiliate payments are typically made instantly. However, we are rolling out some changes to our affiliate system today so withdrawals are currently delayed. Payments will be released in the next few hours. Thanks for your patience.

Cheers,
Cloudbet

Hi firecasey,

The hand history - including all cards dealt - is in the file we sent you. Please look at the "GameString" field and you will see all cards dealt to you and all cards dealt to the dealer, for all hands.

We are looking closely at the hands specifically around your chat timestamp and will send you an email.

If you could send us your logs this would be most helpful.

Best,
Cloudbet

You sound wrong, I'm sorry but I just read it all, and looking from the outside seems cloudbet is right. I may be wrong but I usually not

Hi Cloudbet,

may i ask when are the affiliate payments usually made?

Thanks

Leondro,

The hand history you gave me is garbage - It does not even show the complete cards dealt. How is that hand history?

******WHY CANT YOU SIMPLY REVIEW THE CHAT LOGS OR THE VIDEO ARCHIVE?*****

You will see the very instant I complained and the hand in question. It was on 10/11 at approx 10:30 PST time.

You will see the hand in question immediately. It appears you are dodging this very fact by giving me a garbage .csv file with thousands of rows of irrelevant data.

Hi firecasey,

I understand the issue. However, as I said, we conducted a full review of your play and did not find any instance where you were unable to act. If you could review the logs we sent you and identify the relevant hand, I can look into it specifically.

We specifically reviewed all instances where you had a soft 13 and where you bet 5 BTC and found no instances where you were unable to act.

I understand you may believe that the game was not logged, but every instance where funds were used from your account for a bet was logged and accounted for.

If you can find the instance in the logs where the hand you experienced issues is (and let us know the game ID), then I will personally look into it. If there is a possibility that you are misremembering the hand - and that it wasn't a soft 13 or a 5 BTC bet - then please identify the correct hand from the log we sent. However, if it isn't in that log, then credits were never used from your betting account. I am sorry to ask you to sift through your own hand history, but we have already done it at our end and found no issues.

Regards,
Leandro
Cloudbet

Leondro,

You are not getting my complaint, my original issue was never that the hands were 'not settled'. The issue is that I COULD NOT take action on a hand. I could not hit, I could not stand, i could not split, or double, or surrender, or anything. I could not take action. The buttons on the Live Server table DID NOT WORK.  I immediately notified the dealer of my issue, the supervisor was summoned (this is ALL IN THE CHAT LOGS). I was dealt two cards (a soft 13), and could not hit the card. The system saw this as me wanting to stand, which i would have never done since it would defy all blackjack basic strategy, and therefore I lost my hand. The dealer supervisor told me to file a complaint with the casino operator (YOU!)

This happened at the EXACT same time as the server issues. Check the time stamps

In a real casino; this would never happen. In your casino - you viewed my 'inaction' as a stand. Therefore causing my hand to be a loss. All I am asking is for you to void my hand and return the bet so I can play again. Your logs show all hands as being 'settled', but the hand in question was settled against my intentions. Your system caused the problem, i am just asking that you make it right. 

Hi firecasey,

We have searched for all of your hands - including the one you referred to specifically - in two locations:
a) our own game account server databases, and
b) the live dealer casino database.

1. In order for a live dealer hand to begin, first a request must be made to our game account server. The hand cannot be dealt unless a response is received from the game account server. Therefore, the beginning of every hand is logged in both databases.

2. While the live dealer hand is in play, there is no further communication between the live dealer server and the game account server, unless an additional bet is made during the hand (such as a split or a double in blackjack). The only communication comes once the hand is complete, to report the result. If a split or double is requested and the live dealer casino does not receive any response from the game account server, then it logs an error.

3. At the end of the hand, if the live dealer server cannot report the result to the game account server then an error is logged. Also, it continues to retry and until it gets a response.

4. At our game account server, if there is an open live dealer bet that does not have a result, the game account server will poll the live dealer casino every 60 seconds until a result is received.

In your case, there were no errors logged, and all bets had proper results. That is - every single hand that begun was properly settled. Hypothetically, if the game account server was offline for any period of time, it wouldn't matter as the hand would be properly resulted once it was back online.

Every single hand you bet has a proper result. You do not have any bets that started but were not completed. This means that for each bet, either a) the bet properly received a result, or b) the funds were never removed from your account and the hand never took place.

Also, we have sent you a full log from the live dealer casino, which operates completely independently of the game account server.

We specifically have built in many safety nets, so in case any service goes down, user accounts will not be affected and no players will lose any money.

I understand that you may choose to take your play to another casino, but I would like to make it clear that we conducted a full investigation and every single bet you placed was properly resulted and no funds at all are missing. Every single bet is accounted for. Every bet that was initiated from your account - every chip that was used from your account - was properly settled and resulted. It is not possible that any funds are missing from your account. The only other option is the bet was never properly started in which case the funds were never taken from your account to place the bet.

You mention that your logs do not match the logs we sent you - which logs are you referring to on your end? If you can send them to us, we will analyse them, and if you have a game ID then we can put this to bed very quickly. However like I said, it is impossible that any funds are missing from your account.


Regards,
Cloudbet

Your hand history does not match mine. Do you not acknowledge the server outage on 10/11? Your servers, and presumably, your database were down for a good 20 minutes. The hand was being played on a live dealer table. I assume, that with your DB and Server being down the live table API could not contact your db. Is this not the case? The hand I am describing to you, and the hand I brought up in the dealer chat with the supervisor is not in the hand history. It happened the exact same time as the servers going down, so you ofcourse will 'have no record' of it.

Hi firecasey,

All of your funds are accounted for - no funds at all are missing from your account. All bets have been paid in full and every bet you made has a corresponding result. We sent you a full bet history by email.

Regards,
Cloudbet

Yeah,

There is no hope here. CloudBet will not see any more business from myself. I urge you all to reconsider playing there as well.

Hi firecasey,

Firstly, thanks for your patience.

We have conducted a full investigation, and reviewed all logs of all hands played and found no errors. All hands were properly completed, and all winnings were properly paid to your Cloudbet account. We also did not find any hands the way you were describing.

If you had any difficulty accessing Cloudbet.com, that would not have affected your live dealer play as you would have been able to complete the hand. We also conduct an automated audit with the live dealer casino platform every 60 seconds so that every bet is properly resulted, so even if we do not immediately receive a result from from the live dealer platform or our game account servers are offline, it is resulted very shortly thereafter.

We have also sent you via email a full history of all hands you played during that period.

We hope this closes the matter. Please let us know by email if there is anything else we can help with or if you have any questions.

Cheers,
Cloudbet

10 BTC in question? Yeah they're going to keep that. Cloudbet known for sketchiness and they won't give back 10 BTC whether lost ethically or not by the player.

Hi firecasey,

Please bare with us. As we have said, we need to liaise with third party vendors so we need some time to investigate.

We keep logs and video recordings of all live dealer hands played.

We will update you when we have more information.

Cheers,
Cloudbet

Your servers 'went down', the API to the live dealer table did not. I was unable to finish my hand and lost. I complained to the supervisor immediately. This should all be seen in the Chat logs / video recordings. You guys will quickly void a hand in the event of a 'dealer error' but not when your servers crap out? "Oh look, he cant finish the hand....lets just pretend he stayed and watch him lose". Then claim we cant find any record of it in the 'logs'. Right...

Hi Magicman420,

In this situation your bet will be voided and your stake will be refunded as soon as we receive official confirmation that the game will not be completed as scheduled.

Cheers,
Cloudbet

Hi firecasey,

As stated in our communications with you, we are continuing to look into this issue. We retain records of all bets placed and hands dealt, however unfortunately as the situation you described does not exactly match any hands in your bet history we cannot simply void the bet.

We will be back in touch shortly via email once we have investigated further.

Cheers,
Cloudbet

Hey I got a question on a .1 bet I sound like a baby compared to this guy ^^ ^^
Anyway the baseball game was suspended until tommorow?? Will the money be held for that game tommorow ? Or refunded today at some point? Either was is fine I just need to know. Anyone else can chime in also

I will be taking my action elsewhere. They responded to my inquiry with the typical 'we do not see the hand in question in your play log'. Which makes sense...SINCE THE SERVERS WENT DOWN. I asked if they kept video recordings or chat logs with the live dealers, as I told the dealer, who then called the supervisor, that I was unable to hit the hand. Ofcourse the dealer told me to submit a support ticket, which i did....and here we are. 10 BTC down the drain and no response from CloudBet. Until CloudBet makes this right and forfeits the hands of 10 BTC (iam not asking for a win, just a forfeit, even though the next card dealt was an 8 which would have gave me 21) I will no longer provide action for them. I also urge all of you to reconsider your play there as well.

Thanks for sharing your experience . There is also a scam accusation thread going on with other issues on Cloudbet.
 https://bitcointalksearch.org/topic/m.9186446
 I was also a victim to an error from Cloudbet and was not refunded for it. But now it seems a lot of people are having issues.