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Cloudbet - Locked Account- Stated Not Paying $15k

Ruling

Found for the Casino - A system error led to this player being paid pushed bets as wins. When this error was corrected the player's balance was negative.

Read our Cloudbet Review.

Player's Complaint

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

here it is written more clearly on bitcointalk and a response from me. Is there anything that can be done?

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*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were graded as pushed incorrectly although they should have been settled as losses.Once the bets were graded, you have withdrawn the funds that were incorrectly credited to you, thus the balance became negative as soon as these bets have been regraded accordingly.Regardless of the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

Read the casino review

9 Responses

User icon
ThePOGG
September 25, 2020

Hi efxes - welcome to ThePOGG.com!

Unfortunately there is nothing that we can do to assist you. The Cloudbet sportsbook rules are clear on this matter:

"The Operator reserves the right to reverse the settlement of a market if a market is settled in error (i.e. human or technical error)."

That being the case, if bets were settled incorrectly then corrected at a later date this is not something we would challenge.

Further to this, if you have had different wallets, and one has been taken into a negative balance due to the correction and the aggregate balance of the account is zero or less, any bets placed after this point are void (as they've been placed with non-existent funds).

Sorry we could not be of further help.

ThePOGG

User icon
ThePOGG
September 27, 2020

Hi efxes,

If you have further information regarding this claim, post it here. Please do not open further complaint files.

That the operator has provided another reason for non-payment would not impact the situation as it does not change the validity of the original issue. If wagers have been paid when they should not have been - and you will be able to check the validity of the grading of your bets - then the above would still stand regardless of any additional reasons for non-payment.

Thanks,

ThePOGG

User icon
ThePOGG
October 8, 2020

Hi efxes,

While I'm sorry to hear you are disappointed with this service, the reality by your own admission is that you were not entitled to the winnings you were paid. You were paid in error and simply want to be allowed to retain the errors. There's nothing for us to contest here.

Your recent post has been deleted. You have had a clear ruling from this service. This service is neither here to facilitate you continuing to pursue an issue that we have already reviewed and determined that you have no viable claim nor are we here to serve as 'free links' for whatever website you choose to set-up to pursue this issue. Do not make posts of this nature again. If you do you will be barred from any future use of this service.

ThePOGG

User icon
efxes
November 1, 2020

hello, you got this totally wrong. No, the balance didn't go negative after the mis-grade was corrected/pushed. The balance was $15,000 at the time (67 BCH, it's now gone to $20,000).

The mis-grade was for $3,000. The balance was $15,000. They said that because my deposits were less than teh withdrawals in the 3 months age of the account, they have the right to take a deposit I made less than 24 hours before for $25,000. You haven't even taken the facts for the case and have ruled this completely incorrectly, I'm super upset.

User icon
ThePOGG
November 2, 2020

Hi efxes,

I entirely understand what's gone on. The point is that prior to the corrections being made, you were playing with funds that were derived from these errors. You didn't contact the operator to try and have the errors, you happily accepted the errors and played on. When the operator identified the errors and looked to correct them any play that occurred with these void funds is also void. So if you've managed to run up a larger balance with these void funds, those winnings are void too.

I'm sorry you're upset, but there is nothing further we can do to assist you.

ThePOGG

User icon
efxes
November 2, 2020

this is incorrect. I had actually lost money since the voided bets. I didn't win any money, I deposited $25,000 additionally after the voided bets. You don't have the facts.

User icon
ThePOGG
November 16, 2020

Hi efxes,

So you are asserting that you never put the void funds into play?

ThePOGG

User icon
efxes
November 17, 2020

I had a $30,000 balance with a $3,000 mis-grade. How could you void all bets thereafter when I am unaware of how they rule on tennis retires in a second set after making a live bet late in the first? This was not my responsibility to inform the sports team when I was clueless as to whether it was a mis-grade or not.

So you're telling me 10% of the balance should allow them to freeroll the next bets so if I lose they don't void, but if i win they void. $3,000 mis-grade, $30,000 balance. Think about that.

User icon
ThePOGG
November 21, 2020

Hi efxes,

I'm telling you that any bets you placed with the funds that were void are also void. So again I'm asking, did you place wagers with the funds that were voided?

ThePOGG

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Agreement

efxes consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • CloudBet
  • Curacao eGaming
  • Halcyon Super Holdings

September 25, 2020

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