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you have withdrawn the funds that were incorrectly credited to you, thus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
Efxes
Emeryville,#2Author of original report
Thu, September 24, 2020
Molly (Cloudbet)
Sep 24, 2020, 16:43 GMT+2
Hello there, efxes,
Thank you for reaching out to our Support team.
I completely understand your frustration, but please note; the account was not closed due to the negative BTC balance on your account, but because you have violated our Terms & Conditions by betting from a prohibited jurisdiction.
In such cases, the standard procedure is to withdraw the deposited amount and permanently close the account, however, as you have withdrawn more than you have deposited, there is no remaining balance to withdraw.
As mentioned in the previous email, you have breached the following terms of Cloudbet, thus the account is to remain blocked with no further actions to be taken;
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:
We greatly appreciate your understanding.
Please consider this email as our final communication on the matter.
Should you have any further questions please don't hesitate to ask.
Kind regards,
Molly
Senior Customer Support Representative