Jeg registrerede mig på dette casino i slutningen af 2022, bestod korrekt KYC-verifikationen, indsatte et par gange, trak mig et par gange, havde en anstændig omsætning, og alt gik ok.
Jeg brugte både casino og sportsvæddemål, og jeg spillede med bonusser et par gange (købt med loyalitetspoint), men jeg spillede primært med indskudte penge. Intet misbrug af vilkår/betingelser, ingen multi-konti og andre hoax - bare almindeligt spil.
Den 30. august blev min konto blokeret uden forudgående advarsel, kundeservice fortalte mig, at jeg tilsyneladende permanent har udelukket mig selv fra at spille, hvilket ikke er sandt.
Jeg brugte kun muligheden for selvudelukkelse i 24 timer et par gange for bedre at styre min gamblingaktivitet. Dette er den eneste mulighed for selv at ekskludere via brugerpanelet i dette casino. Jeg udelukkede ikke mig selv permanent i august eller tidligere.
Jeg sendte formelt denne forespørgsel til support via e-mail, og de bad mig vente. Der er gået over 2 uger nu, og på chatten hører jeg det samme (vi har brug for mere tid). Jeg har ikke modtaget noget svar på min e-mail endnu. Det ser ud til, at de går i stå uden grund.
Da jeg har 'sprængt' den samme historie i lang tid (vent lidt mere), vil jeg hæve min saldo fra dette casino, da jeg finder denne praksis med at blokere konto uden forudgående advarsel urimelig.
Jeg håber, du vil hjælpe mig med at løse denne sag, fordi Cloudbet Support ikke reagerer, og de ønsker ikke at dele nogen detaljer om denne sag med mig.
Hilsen 🙂
I registered at this casino in late 2022, properly passed the KYC Verification, deposited a few times, withdrew a few times, made a decent turnover and everything went ok.
I was using both casino and sports betting, and I was playing with bonuses a couple of times (purchased with loyalty points), but mainly I played with deposited money. No Terms/Conditions abuse, no multi-accounts and other hoaxes - just plain gaming.
On August 30th my account was blocked with no prior warning, customer service told me that apparently I have permanently self-excluded myself from playing which is not true.
I was using self-exclusion option only for 24 hours a couple of times to better manage my gambling activity. This is the only option to self exclude via user panel in this casino. I did not self-exclude myself permanently in August or earlier.
I formally submitted this query to support via e-mail and they told me to wait. It has been over 2 weeks now and on the chat I hear the same thing (we need more time). I have not received any reply to my e-mail yet. It looks like they are stalling with no reason.
Since I've been 'bouncing off' the same story for a long time (wait a little bit more) I want to withdraw my balance from this casino as I find this practice of blocking account with no prior warning unfair.
I hope you'll help me to resolve this case because Cloudbet Support is not responsive and they do not want to share any details of this case with me.
Regards 🙂
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