Operator File · Curaçao

Cloudbet Withdrawal Problems? Not Paying Out, Blocked Accounts and Refund Options

Licence status, what the record shows and the routes open to players anywhere, with sources. A listing is a record, not an allegation of wrongdoing.

Written by Jake Thomas, Co-founder and Director. Clinton & Co Advisors is not a law firm. Last checked 6 September 2026.

Entity: Halcyon Super Holdings B.V.
Registration number: 148526
Licence number: OGL/2024/328/0599
Regulator: Curacao Gaming Authority (CGA)
Status: Assessment in progress (edition of 3 September 2026)
Date checked: 6 September 2026
Register: Curaçao Gaming Authority register (edition of 3 September 2026)

Halcyon Super Holdings B.V. holds Curacao licence OGL/2024/328/0599, and the CGA online licence register (v2 dataset, 3 September 2026 edition) records that licence's status as Assessment in progress.

Our free licence checker covers this and every other operator we hold a file on.

Who operates Cloudbet

Cloudbet's own footer, read 6 September 2026, states that cloudbet.com is operated by Halcyon Super Holdings B.V., registered at Abraham Mendez Chumaceiro Boulevard 03, Willemstad, Curacao, under company number 148526, and licensed by the Curacao Gaming Authority under licence OGL/2024/328/0599. The site describes itself as founded in 2013. The CGA's own v2 online licence register, edition 3 September 2026, carries that same licence number against Halcyon Super Holdings B.V. and records its status as Assessment in progress, the status word this file quotes exactly as the register states it.

The footer separately names a second company: Solas Technologies Limited, based at 25 Voukourestiou Street, 3045 Limassol, Cyprus, described as a wholly owned subsidiary of Halcyon Super Holdings B.V. that handles some payment methods. Solas is not shown as a co-licensee on the register or anywhere in the footer's licensing statement, so it reads as a payment-processing arm rather than a second operator. A player whose card or crypto transfer was handled by Solas is still dealing with Halcyon Super Holdings B.V. as the licensed gambling operator.

Cloudbet's own support material has previously described its OGL-prefixed number as issued under the post-2024 Curacao regime: in December 2024 Curacao passed the National Ordinance on Games of Chance (the LOK), which replaced the older NOOGH framework and moved licensing from four private master-licence holders to the Curacao Gaming Authority issuing certificates directly, with old sub-licences expiring in January 2025. That background was not re-verified this wave and is carried over from an earlier read, so it is reported here rather than re-confirmed.

What the terms allow Cloudbet to do

Cloudbet's terms of service, read 6 September 2026, set out how withdrawals, verification and disputes work. Clause 7.5.3 states that a player 'may withdraw any amount up to the Account Balance in your account by issuing us with a valid notice of withdrawal in the manner specified in the Withdrawal page of our Website.' Clause 7.1.10.1 reserves the right to apply a handling charge of up to 5 per cent on deposits and withdrawals, and clause 7.1.10.2 reserves the right to suspend any account that has been inactive for more than 12 months, directing the player to contact support@cloudbet.com to reactivate it; no separate dormant-account fee clause was found in the terms.

The operator's AML/KYC Policy, set out at clause 18, states that its goal 'is to ensure there are effective internal procedures and mechanisms to prevent money laundering, terrorist financing, drug/human trafficking, corruption, and bribery and to take action in case of any form of suspicious activity from its customers,' and its identity-verification procedure requires 'reliable, independent source documents, data, or information (e.g., national ID, international passport, bank statement, utility bill),' with Sumsub contracted to run automated ID checks for individual customers. No clause dealing specifically with source of funds, beyond this general KYC wording, was found in the terms as read on 6 September 2026.

On disputes, clause 19.1 requires a player to 'first submit the complaint to Customer Support at support@cloudbet.com and provide all relevant details regarding the matter' before any complaint can be referred to CADRE, an independent dispute-resolution service, and clause 19.2 states that the terms and any dispute 'shall be governed by and construed in accordance with the laws of Curacao, without regard to its conflict of laws principles.' On payout limits, clause 12.4 caps the maximum parlay, accumulator, combo bet or multi payout at 1,000,000 euros (roughly £860,000/$1,120,000), and a separate rule for Reward Games free bets, at clause 8.11.5, caps what a player can win in one such session at 500,000 euros (roughly £430,000/$560,000). Clause 7.1.3 lists the United Kingdom, alongside the United States, France, Germany, Spain and a number of other countries, among the places a player must not be physically located in at any time when using the site or making withdrawal or transfer requests.

Is Cloudbet withholding a withdrawal?

The playbook for a stalled Cloudbet payout is in what to do when a casino withholds your winnings. And if the amount at stake is large, a win Cloudbet voided, a balance it confiscated or a payout it keeps deferring, our withheld winnings service explains which records to preserve and when a Cloudbet file justifies specialist assessment.

What the record shows

Our research found no substantiated public regulatory or court action against Cloudbet. This file reflects licence and status records only, and is not a suggestion of wrongdoing.

Is Cloudbet legit?

The honest answer to "is it legit" has parts. Cloudbet holds licence OGL/2024/328/0599 and is recorded as licensed under Curacao Gaming Authority (CGA). Nothing substantiated from a regulator or court sits on the Cloudbet file. With no UK Gambling Commission licence recorded for it, GamStop does not cover it and no UK adjudicator can hear a dispute about it, which counts for more than any star rating once money is stuck. Holding a licence is no assurance that players are treated fairly. A Curaçao licence number can be checked against the CGA's official register using our free licence checker.

Complaints about Cloudbet

AskGamblers data on Cloudbet, previously recorded and not re-read this wave, showed a CasinoRank score of 5.1 out of 10 against a player rating of 8.6 out of 10 drawn from 108 player reviews, with 93 complaints logged against the casino. The complaints listing described recurring themes: prolonged account freezes characterised as betting-integrity reviews, delayed crypto withdrawals, and KYC verification hold-ups, including accounts left with withdrawals pending for weeks and funds locked inside suspended accounts for months.

These are attributed player reports rather than findings against the operator, and the underlying pages were not fetched again in this wave, so the figures above should be read as a previous snapshot rather than a current count.

A complaint about Cloudbet should go to Cloudbet itself first, in writing, through the complaints channel it publishes or its support address where it publishes none, with every reply kept. If Cloudbet does not resolve it, escalation points at Curacao Gaming Authority (CGA), and in practice the pressure comes from the evidence your own records support. The sequence is set out in how to escalate a casino complaint.

What the licence requires

Cloudbet is regulated by Curacao Gaming Authority (CGA) under licence OGL/2024/328/0599, and no UK Gambling Commission licence is recorded for it, so GamStop and the UK dispute-resolution framework do not apply. Read more on how Curaçao casino law works.

If you are trying to recover money

Because Cloudbet is licensed in Curaçao and not by the UK Gambling Commission, no UK adjudicator can order a refund, so recovery runs as a claim built on Cloudbet's own complaints process and contractual terms, taken forward with a regulated legal partner where the evidence supports it. Preserve your account evidence first, then see how gambling-loss recovery works, the evidence you need to recover losses, and how to escalate a casino complaint.

Search the Curaçao enforcement register for Cloudbet first, because a published action against the licence is a fact your complaint can cite.

Two guides carry the detail for a Curaçao brand like Cloudbet. Getting your money back from a Curaçao casino sets out the complaint order and what the regulator can realistically do about Cloudbet. Where you had self-excluded with Cloudbet and it kept taking deposits, read what a failed self-exclusion is worth. The free complaint route finder maps the order for you.

If the amount is large

Start with the deadline, because on a large Cloudbet withdrawal it is the most useful thing to know. The Curaçao anti-money-laundering regulations of January 2025 give Cloudbet 30 days from the moment your transactions reach NAf 4,000, roughly £1,700 / $2,200, to obtain the information Cloudbet has asked for; if Cloudbet does not, it must terminate the relationship, and where no presumption of money laundering exists the funds are to be transferred to you. The Cloudbet threshold is cumulative, counted daily across all deposits and withdrawals since the Cloudbet account was opened, and where it is crossed because you want to withdraw the regulations call for the Cloudbet account to be frozen completely in the meantime. Enhanced due diligence on higher-risk Cloudbet accounts is where the Cloudbet questions about source of funds and source of wealth come from, covering savings, employment income, property sales, dividends, inheritances and past gambling winnings. Alongside all of that, expect the softer Cloudbet signals: the Cloudbet host stops replying at the point the sum stops being routine, and withdrawal limits buried in the Cloudbet terms start to matter on a £50,000 / $65,000 balance in a way they never did on a £500 / $650 one. The route for a stalled Cloudbet account is under Where you are playing from.

Where you are playing from

Wherever you are playing from, a dispute with Cloudbet runs through the Cloudbet Curaçao licence and seat. Under Article 5.3 of the LOK, the National Ordinance on Games of Chance, you can complain to Cloudbet free of charge within six months of the incident; Cloudbet must acknowledge within a week and rule within four weeks, extendable once by four weeks. If that fails, the LOK requires a licensee to offer alternative dispute resolution at its own expense, and the Curaçao Gaming Authority requires that provider to be one it has certified, on a timetable it expects to run no longer than 90 days from the referral. A licensee that has not engaged a certified provider has fallen short of that requirement rather than been released from it. The Authority does not mediate the Cloudbet dispute or order compensation, but a complaint to complaints@cga.cw feeds its supervision of the Cloudbet licence. Beyond that, Article 5.5 requires a licensee to provide a clause submitting the gaming agreement to Curaçao law and any dispute to the Curaçao courts, and Article 15.3 makes a player’s claim against a licensee such as Cloudbet enforceable there.

If you are in the United States

There is no state regulator standing behind Cloudbet for a United States player: online gambling is licensed state by state and an offshore site like Cloudbet holds no state licence, so nothing in state law reaches your Cloudbet balance. In August 2025 a coalition of 50 state attorneys general asked the Department of Justice to block offshore platforms and their payment systems under the Unlawful Internet Gambling Enforcement Act, which is enforcement rather than a route to the money Cloudbet holds. Your state consumer protection office or attorney general can log the Cloudbet dispute. The route that reaches Cloudbet itself is the one attached to the Cloudbet licence: the Curaçao route above.

If you are in the EU

Whether an EU player has a domestic claim against Cloudbet depends on the country. In Austria the position on an operator like Cloudbet is settled: the OGH in 1 Ob 229/20p held that a provider without an Austrian concession acts unlawfully, its contracts are ineffective and the player is entitled to repayment of the stake, so an Austrian Cloudbet player has a recognised route. In Germany the Court of Justice of the EU (Case C-440/23, 16 April 2026) confirmed that EU law does not prevent a restitution claim for stakes lost with Cloudbet on games prohibited in the player’s home state, though that ruling concerned Malta-licensed operators rather than Cloudbet and the BGH’s lead decision (I ZR 216/25, hearing 17 September 2026) is pending, so a German Cloudbet claim is not yet settled law. The Dutch Supreme Court ruled on 3 July 2026 that contracts with an unlicensed operator such as Cloudbet are not automatically void, so a Dutch Cloudbet player has no automatic refund, only a possible claim against Cloudbet for mistake or in tort. For every other EU country the sourced route against Cloudbet is the Curaçao route above, the one attached to the Cloudbet licence.

If you are in Canada or Australia

In Canada the only regulator with a player-dispute process is Ontario’s, and it reaches Ontario-registered sites only, so it does not reach Cloudbet: the AGCO says it cannot get your money back from Cloudbet and only assists with disputes about regulated sites, and iGaming Ontario has no legal relationship with unregulated operators and cannot refund wagers. Every other province runs a government monopoly, and we have found no domestic route against Cloudbet there. In Australia the Interactive Gambling Act 2001 bans online casinos outright; ACMA accepts complaints about breaches but says plainly that Australian regulators cannot help if an overseas site such as Cloudbet withholds your winnings, and points Cloudbet players back to the licensing authority abroad. For Cloudbet that means the Curaçao route above.

If you are in the UK

In Great Britain any operator serving consumers needs a Gambling Commission operating licence regardless of where it is based, and Cloudbet does not hold one, so nothing in that framework binds Cloudbet. The consequences for a Cloudbet player are practical: GAMSTOP only covers GB-licensed operators, so a self-exclusion did not block Cloudbet; the ADR duty in the Commission’s licence conditions binds Commission licensees only, which does not include Cloudbet, and IBAS adjudicates only against operators registered with it, so no UK adjudicator can hear a Cloudbet dispute; and the Commission itself says it has no power to resolve individual complaints or recover money from Cloudbet, though it takes reports of unlicensed sites at intelligencereports@gamblingcommission.gov.uk. The route that does reach Cloudbet is the Curaçao route above, the one attached to the Cloudbet licence.

Sources

cloudbet.com: Footer read 6 September 2026: cloudbet.com is operated by Halcyon Super Holdings B.V. (Abraham Mendez Chumaceiro Boulevard 03, Willemstad, Curacao), company number 148526, licensed by the Curacao Gaming Authority under licence OGL/2024/328/0599; some payment methods are handled by its wholly owned subsidiary Solas Technologies Limited (Limassol, Cyprus); the site states it was founded in 2013
cloudbet.com: Terms read 6 September 2026: clause 7.1.3 lists the United Kingdom among countries a player must not be physically located in when using the site or requesting withdrawals or transfers; clause 7.5.3 sets the withdrawal mechanism; clause 7.1.10.1 allows a handling charge of up to 5 per cent on deposits/withdrawals; clause 7.1.10.2 allows suspending accounts inactive for more than 12 months; the AML/KYC Policy at clause 18 sets identity-verification and monitoring procedures with Sumsub contracted for automated checks; clause 19 sets a complaints route via support@cloudbet.com then CADRE, and Curacao governing law; clause 12.4 caps parlay/accumulator/multi payouts at EUR 1,000,000 and clause 8.11.5 caps Reward Games session wins at EUR 500,000; no separate source-of-funds or dormant-fee clause was found
gamingcontrol.spin-cdn.com: v2 dataset row: OGL/2024/328/0599, Halcyon Super Holdings B.V., status Assessment in progress; read 6 September 2026
cloudbet.com: Previously recorded, not re-read this wave: operator licence page stating Halcyon Super Holdings B.V. reg. 148526, CGA OGL/2024/328/0599, founded 2013
cloudbet.com: Previously recorded, not re-read this wave: Cloudbet's own account of its Curacao Gaming Authority licence following the 2024 regulatory change
coincub.com: Previously recorded, not re-read this wave: background on Curacao's 2024 National Ordinance on Games of Chance (the LOK) replacing NOOGH, with old sub-licences expiring January 2025
askgamblers.com: Previously recorded, not re-read this wave: CasinoRank 5.1/10, player rating 8.6/10 from 108 reviews, 93 complaints logged
askgamblers.com: Previously recorded, not re-read this wave: complaint themes of prolonged account freezes described as betting-integrity reviews, delayed crypto withdrawals and KYC hold-ups

How we verified this: the Cloudbet file draws on Curacao Gaming Authority (CGA) records, licence registers and attributed player reports, checked as our editorial standards describe.

FAQ

Common questions about Cloudbet

Can I get my money back from Cloudbet?

Possibly. Cloudbet is licensed in Curaçao, outside the UK system, so no UK adjudicator can order a refund. Recovery instead works through the operator's own complaints process, the evidence your payment history supports, and where appropriate a regulated legal partner. The right route depends on your evidence, and our initial assessment is free and confidential.

Who operates Cloudbet, and is it licensed?

Cloudbet is operated by Halcyon Super Holdings B.V., licensed in Curaçao, under licence OGL/2024/328/0599. It is recorded as licensed under Curacao Gaming Authority (CGA). The brand has operated since 2013. This licence sits outside GamStop, so a GamStop self-exclusion does not block accounts held under it.

Does Cloudbet accept UK players?

Cloudbet is not open to UK players on the record on this file. Clause 7.1.3 of the operator's own terms lists 'United Kingdom' among the countries a player must not be physically located in at any time when using the site or making withdrawal or transfer requests; Cloudbet holds no UK Gambling Commission licence, so there is no GamStop coverage or UK dispute route. The licence in force when you played is what shapes the routes open to you.

Is there anything documented on file about Cloudbet?

Our research found no substantiated public regulator or court action against Cloudbet. This file reflects licence and status records only, and is not a suggestion of wrongdoing.

What should I do if Cloudbet will not pay out or has frozen my account?

Preserve the evidence first: screenshot your balance, the stuck withdrawal, chat transcripts and emails, and save the terms as they read today. Then make one formal written complaint and escalate to the right authority or a regulated legal partner. Avoid closing the account or accepting a partial settlement before you have taken advice.

Will Cloudbet know I contacted Clinton & Co?

No. Nothing is sent to any operator without your written consent. The first an operator hears of your case is a formal complaint you have approved.

Is Cloudbet holding your money?

The sooner the evidence is preserved, the stronger the file. Our initial assessment is free and strictly confidential.

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