Complaint Review: Cloudbet -

Yesterday Wednesday 9-23-2020 my account became locked and I received the response that $15,000 worth of bitcoin cash would not be paid out.  It became apparent that it was because of a mis-grade that I was unaware of because they keep separate balances for Bitcoin and for Bitcoin cash and apparently I was "obligated" to let them know before requesting a withdrawal or making any more bets in bitcoin cash that the bitcoin balance had gone negative due to their error.

On top of this they say they will void all bets because when I sent KYC, the KYC was from the USA and stating that I was in the USA while making the bets which I was not.  

The emails and messages are included below.  Anything you can do to help recover the bitcoin cash totaling about 65 bitcoin cash which is about $14,000 at the current price.

They have said they are not paying it out.

______________________________________________________________________________

Sep 24, 2020, 14:33 GMT+2

https://bitcointalk.org/index.php?topic=333552.msg55254927#msg55254927

here it is written more clearly on bitcointalk and a response from me. Is

there anything that can be done?

------------------------------

*Hello there, efxes,I'm sorry to hear, that you've been having some

difficulties with your account.I have followed up on the matter with the

Sports and Player Safety team now, and I can provide you with accurate

information now.The relevant team confirm, that the negative balance on

your account was due to some bets that were graded as pushed incorrectly

although they should have been settled as losses.Once the bets were graded,

you have withdrawn the funds that were incorrectly credited to you, thus

the balance became negative as soon as these bets have been regraded

accordingly.Regardless of the negative BTC balance, you continued playing

on our website using BCH, without informing our support team or crediting

the funds back to your account, thus documentation was requested to verify

the account.Our Player Safety team confirmed, that they have verified your

account and emailed you accordingly now, but I'm afraid as you have

breached our Terms & Conditions by registering from a prohibited

jurisdiction, you will not be able to continue playing on the site in the

future.In this particular email, you are stating that you've also had an

account created before you started using this specific account, which means

you have breached not one, but two of our terms, thus your account must

remain closed, unfortunately.Thanks for your understanding.Let me know if

there is anything else I can help you with.Best regards,Team Cloudbet*

______________________________________

I just received this message from cloudbet and now I'm understanding what

is going on but it is incorrect.

I didn't notice the incorrect balance until after I had gone to withdraw

BCH. I had no idea there was even a negative balance, I just had looked at

my balances. I wasn't trying to evade a negative balance, I was actually

betting in BCH the whole time, I randomly deposited bitcoin and was betting

there, and then went back to BCH when that didn't go as well. There was a

misgrade and it went negative AFTER I had withdrawn the rest of the bitcoin

and converted back to BCH. I didn't know about the misgrade, I thought

everything was right.

Besides that, I didn't have a previous account to my knowledge. Like I

said, I don't remember my previous account, and I don't have another

account on your site. You need to be aware of that.

There is 64 BCH that I have locked in your site and you can't just take

that BCH. I have filed a complaint on AskGamblers. You can't just take my

money because you made a misgrade and I didn't notice the misgrade.

Can someone please come to my defense here? In regards to the accounts, I

have no recollection of any of my previous accounts though I admitted I may

have signed up before at some point.

You can't just steal 64BCH and be a legit book.

_________________________________________

I obviously won't be coming back or opening an account but I need the funds

in the account because those were calculated risks I took and was relying

on that money. I used my last unemployment check and deposited it all to

cloudbet. I need someone's help here.

 

Note: I will also add that on cloudbet, hidden are the balances of all the

crypto separate that you are betting with. I hadn't noticed the BTC

balance had been negative until way later when I went to withdraw. I had

already made a sizeable BCH deposit and was betting there in BCH. You

don't notice the various balances until you go to the cashier to withdraw.

They are all separate balances.

 

On Thu, Sep 24, 2020 at 5:15 AM <[email protected]> wrote:

> Hello, in regards to the complaint I just filed for the 64BCH ($15,000).

> If you help me recover it, I can give you guys a portion of it.

>

> Hello there, efxes,

>

> I'm sorry to hear, that you've been having some difficulties with your

> account.

>

> I have followed up on the matter with the Sports and Player Safety team

> now, and I can provide you with accurate information now.

>

> The relevant team confirm, that the negative balance on your account was

> due to some bets that were graded as pushed incorrectly although they

> should have been settled as losses.

>

> Once the bets were graded, you have withdrawn the funds that were

> incorrectly credited to you, thus the balance became negative as soon as

> these bets have been regraded accordingly.

>

> Regardless of the negative BTC balance, you continued playing on our

> website using BCH, without informing our support team or crediting the

> funds back to your account, thus documentation was requested to verify the

> account.

>

> Our Player Safety team confirmed, that they have verified your account and

> emailed you accordingly now, but I'm afraid as you have breached our Terms

> & Conditions by registering from a prohibited jurisdiction, you will not be

> able to continue playing on the site in the future.

>

> In this particular email, you are stating that you've also had an account

> created before you started using this specific account, which means you

> have breached not one, but two of our terms, thus your account must remain

> closed, unfortunately.

>

> Thanks for your understanding.

>

> Let me know if there is anything else I can help you with.

>

> Best regards,

> Team Cloudbet

>

> Also

>

> *Molly* (Cloudbet)

>

> Sep 24, 2020, 9:08 GMT+2

>

> Dear efxes,

>

> We are writing to confirm that after you kindly forwarded the

> documentation we requested, your account has been verified.

>

> Cloudbet would like to thank you for your patience and understanding with

> regards to this matter and furthermore, apologise for any inconvenience

> that you may have incurred as a result.

>

> Security for both our clients and company is a top priority to ensure that

> our clients experience with Cloudbet is one they can trust.

>

> As we do not accept players from your jurisdiction we have voided all of

> your bets and permanently closed your account.

>

> By opening an account from a restricted country, you have breached our

> Terms & Conditions, thus you will not be able to continue using our website.

>

> As this specific term state;

>

> 7.1.3. You agree that at all times when using the Website, including

> making requests for withdrawal or transfers of funds, you are not

> physically located in any of the following countries:

>

> - the United States of America and its territories;

> - United Kingdom;

> - Hong Kong;

> - Singapore;

>

> For more information, kindly visit our Terms & Conditions;

> https://www.cloudbet.com/en/help/terms

>

> *We can also confirm, that you have withdrawn more than the deposited

> amount, therefore, there is no remaining balance to be withdrawn.*

>

> Should your circumstances change in the future and you register from a

> location not restricted, we would be happy to welcome you back to the site.

>

> If there is anything else we can assist you with, please feel free to

> contact our support team again.

>

> Kind regards,

>

> Molly

> Senior Customer Support Representative