A VIP customer of Cloudbet posted his review of them on Reddit. Unfortunately, this story (looks to hold itself up) doesn’t bode well for this brand. I’m just to going get involved as much as I can, while keeping a safe distance, since big money is on the line here. Hope this gentleman gets it sorted with them.
Cloudbet.com was my favorite site but I’m done and warning others using it so you don’t get scammed out of your winnings (I was scammed of at least $5k probably more). Keep in mind I’m a V.I.P customer with like $15m and around $800k losses
I’ve gambled probably close to $15m on cloudbet.com with around $800k losses in 2-3 years. I always like them and was classified as a VIP customer.After all this which I will explain in the thread happened, three days now I’m playing on stake.com without any problems and they give like 10x the cash back cloudbet usually do (im high silver on stake now but sapphire 2 on cloudbet). Also I haven’t had any VIP communication with stake yet but I’m sure it’ll happen, however they’re normal support are more helping then cloudbet support).
To the problem
A few days ago I played one of my favorite games, dragon tiger with the provider of the game being vivo but of course through cloudbet.com
I started to notice my balance was not right, I should have more, so I put another bet which I won and low and behold they didn’t pay me out, (I put 2k, I won and instead of getting 4k back they just gave me money back, 2k back to balance. During this period if I lost I still lost my lost my losses, if it would be that I didn’t also loose my losses I would find their explanation more fair. So I put on a video recording and low and behold, exact same thing happened. I win the bet but only get 2k back instead of 4k (video – https://youtube.com/shorts/ngGZX0Ov-bM?si=FdmJsAr1FPNzfQ1x )
For sure this session they stole at least 4k from me but won’t even pay my winnings when I show the video. And there is still 1.3K not paid out from the session (text under this).
This happened to me before a few days ago and in the end they gave me my winning of 1k when in total it should’ve been close to $3k in winnings they outright stole (they didn’t pay the first hand because I didn’t video that but the hand I videod they gave my winning of 1k, annoying as fuck knowing it should be 2k but fuck it I thought.
https://youtube.com/shorts/TifPZmWAaOw?si=1zkEanlNFqHdVGJV This video you can see I was disconnected BEFORE she drew the first card which means the bet should’ve been paid out and they agreed on this.
I will add how their VIP support speaks to me honestly mostly feeling like speaking to a AI on WhatsApp, however I think it’s important for people to see how they threat me that gamble so much and are negative around $800k. Imagine how helpful they’d be to you without VIP support if your tot gamble was $10k.
All in all, I think the only fair thing is that since I’ve proven it twice, I should get all my winnings which wrongfully didn’t pay out, they even refused to give me the 2k from the first video where it’s more obvious then obvious. In total 1k out of around 6k has been paid out and honestly, I don’t think they’ll pay it out even though they’re clearly in the wrong.
Be careful with this site, it used to my go to. If they can’t pay back legit winnings of $5k to someone who’ve lost over $800k it shows they don’t give a shit about customers, VIP or not and even when it’s obvious they’re in the wrong, they try to explain it with things that doesn’t make any sense at all.
You’ve reported that Cloudbet failed to pay out winnings from Dragon Tiger (provided by Vivo Gaming), specifically:
- In one session, you placed a $2,000 bet, won, but only received your stake back instead of the expected $4,000 (video evidence provided).
- You estimate at least $4,000 was withheld in that session, with $1,300 still unpaid.
- A prior incident involved $3,000 in winnings, of which only $1,000 was paid after providing video evidence, showing a disconnection before the first card was drawn, which should have resulted in a refund or payout.
- You’ve lost approximately $800,000 over 2-3 years with a total wager of $15 million, yet feel mistreated by Cloudbet’s VIP support, describing their responses as unhelpful and robotic.
Analysis of Your Complaint
- Non-Payment of Winnings:
- Your video evidence suggests a potential issue with how Cloudbet or Vivo Gaming’s system processes bets or records outcomes. The first video shows a clear win not being credited correctly, which raises questions about system integrity or manual intervention.
- The second video indicates a disconnection issue, which Cloudbet acknowledged should have resulted in a refund or payout, yet only partial payment was made. This inconsistency is troubling, especially for a VIP customer.
- Customer Support and VIP Treatment:
- Your experience with VIP support feeling “like speaking to an AI” aligns with some complaints found online, where users report slow or unhelpful responses from Cloudbet’s support team.
- Given your high betting volume ($15M) and losses ($800K), it’s reasonable to expect prioritized, transparent, and effective communication, which you seem to have not received.
- Cloudbet’s Reputation:
- Cloudbet is a well-known crypto casino and sportsbook, established in 2013, licensed in Curaçao, and generally praised for fast withdrawals, a wide game selection, and strong security (SSL encryption, 2FA).
- However, there are recurring complaints about:
- Slow or unpaid withdrawals, with some users reporting delays of weeks or non-payment.
- Account suspensions or closures without clear justification, especially after significant wins.
- Allegations of unfair gaming practices, such as grading winning hands as losses (e.g., in video poker or roulette).
- A 2020 case involving a VIP player who claimed a host defrauded them of Bitcoin and luxury items, though Cloudbet denied these allegations and claimed compliance with Curaçao regulations.
- Positive reviews highlight Cloudbet’s game variety, competitive odds, and loyalty programs (e.g., rakeback, VIP tiers), but negative reviews often focus on unresolved disputes and poor customer service.
- Your Evidence:
- The videos you provided strengthen your case, as they visually document the issue. The first video clearly shows a win not being credited, and the second supports your claim about disconnections affecting payouts.
- However, Cloudbet’s response (paying only $1,000 of $3,000 in a prior incident and refusing $2,000 in the recent case) suggests they may dispute the validity of some claims or have internal policies that complicate payouts (e.g., requiring specific evidence or citing technical errors).
Recommendations for Action
Given the severity of your situation and your status as a VIP customer, here’s how you can proceed:
- Contact Cloudbet Again with Evidence:
- Compile all evidence (videos, screenshots, transaction history, and communication logs) and submit a formal complaint to Cloudbet’s support (support@cloudbet.com) and their fraud team (fraud@cloudbet.com).
- Clearly outline:
- The total amount owed ($5,000+).
- The specific sessions and bets affected, referencing the videos.
- Your VIP status and betting history to emphasize your loyalty.
- Demand a detailed explanation for why winnings were not paid and request escalation to a senior manager, not just the VIP host.
- File a Complaint with Third-Party Mediators:
- AskGamblers: They have a history of mediating disputes with Cloudbet. Submit your complaint with all evidence at askgamblers.com. They may request Cloudbet to provide proof of their actions.
- Casino Guru: Another platform for filing casino complaints. A case from Finland noted slow KYC processes, so include your verification status to avoid delays.
- Curacao eGaming: Cloudbet is licensed by Curaçao (license 1668/JAZ). File a complaint with the Curaçao eGaming authority, as they oversee Cloudbet’s operations.
- BitcoinTalk or Reddit: Post your issue on platforms like Bitcointalk or r/sportsbook, where Cloudbet has responded to complaints in the past. This may pressure them to act.
- Consider Legal or Regulatory Action:
- If Cloudbet fails to resolve the issue, consult a lawyer specializing in online gambling or cryptocurrency disputes. Curaçao’s regulatory framework is less stringent than some jurisdictions, but a legal demand letter might prompt action.
- Be aware that Cloudbet’s terms may limit your recourse, and Curaçao’s oversight is often criticized for being lax.
- Protect Yourself Moving Forward:
- Continue recording all sessions, as you’ve done, to document any discrepancies.
- Review Cloudbet’s terms of service (available at cloudbet.com) to understand their payout and dispute policies.
- Consider diversifying your betting across multiple reputable platforms (e.g., Stake.com, which you mentioned has been more reliable).
- Warn Others:
- Your plan to warn others is valid, given your experience. Share your story on Trustpilot, Reddit, or other gambling forums, but ensure your claims are factual and supported by evidence to avoid defamation risks.
- Highlight your VIP status and the specific issues (non-payment, poor support) to inform others of potential risks.
Broader Context and Caution
- Cloudbet’s Track Record: While Cloudbet has a 4-star rating on Trustpilot with over 2,300 reviews, negative reviews often cite issues similar to yours—account blocks, withheld winnings, and unhelpful support. This suggests your experience isn’t isolated, though positive reviews praise their crypto integration and game selection.
- VIP Issues: The 2020 case of a VIP player alleging fraud by a host indicates potential issues with Cloudbet’s VIP program transparency. Your experience with robotic responses may reflect a lack of personalized support for high rollers.
- Comparison to Stake.com: Your positive experience with Stake.com (better cashback, responsive support) suggests it may be a safer alternative. However, always verify the licensing and reputation of any platform before depositing large sums.
Fair Resolution
You’ve suggested that Cloudbet should pay all withheld winnings ($5,000+) given your evidence and betting history. This is reasonable, as:
- The videos provide clear proof of non-payment.
- Your VIP status and $800,000 in losses demonstrate significant loyalty, which should warrant fair treatment.
- Cloudbet’s refusal to pay even after video evidence contradicts their claims of transparency and fairness.
If Cloudbet disputes the payouts due to technical errors or terms violations, they should provide specific evidence (e.g., game logs, system reports) and explain why your videos are insufficient. Their failure to do so suggests bad faith.
Last bits
Your experience highlights serious concerns about Cloudbet’s reliability, especially for high-stakes players. While they’re a licensed operator with a long history, the pattern of complaints about non-payment and poor support is troubling. Take immediate action by escalating your complaint with evidence, leveraging third-party mediators, and exploring regulatory options. Moving to a more responsive platform like Stake.com seems prudent, but always conduct due diligence.