@bbc.reporterl in my personal opinion a few days delay is normal, but in this very case not only the reply is getting delayed, but they are sending him the same automated mail as seen in the pics shared by him. Also I don’t believe that Cloudbet is a scam site or has scammed him, but instead of automated mails a proper detailed reply would have been really nice, and hopefully they’ll provide him one asap.
Cloudbet is not a scam site but they had similar kind of accusations when huge amount of bitcoins were requested by the user for withdrawal then it got resolved after a long wait so this might again repeat. Why they didn't take care of even their representative saying wait until the investigation is over but what they are trying to prove? to lock the funds forever?
I remember before they had so many accusations and their account in this forum has been tagged but they manage to erase those feedback by handling those issues well, so far they are doing good as their representative is active posting updates in this thread so before others name calling if they encounter an issue better they should talk first the supports so that they can get a good response to their problems.