Cleobetra Casino— player complaints: 9 in English

Player's account has been closed against his request. [Account] — waiting

Player’s account has been closed and funds lost. [Account] — unresolved

Player’s withdrawal is delayed for four weeks. [Withdrawal] — waiting

Player's account closure request is delayed. [Account] — unresolved

The player from Austria had issues with Cleobetra Casino, where her account was closed after she threatened legal action regarding her deposits of 1300 euros, which she had lost. Despite multiple requests for self-exclusion, she received no responses from the casino and sought assistance in recovering her funds. We asked her for confirmation of her last deposit, KYC status, and a copy of her self-exclusion request, but she did not reply to our follow-up messages. As a result, we were unable to continue the investigation and the complaint was closed for now due to lack of response.

The player from Portugal found his account blocked after placing a bet, without receiving any request for additional information. He reported that he had deposited €100, played slots, and made one sports bet, and was left with €172 when the casino closed his account and withheld his winnings. We contacted the casino, asked for clarification and evidence, and pushed for verification and payment details. The casino later confirmed that his account was verified, requested bank details, and then completed the payment. The complaint was resolved after the player confirmed receipt of the winnings.

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The player from Finland had reopened his account at Cleobetracasino despite requesting a lifetime ban due to gambling addiction. He was seeking a refund of €780 lost after his account closure, supported by email evidence. We asked for the self-exclusion confirmation, the reopening email, and proof of the post-reopening deposits, then contacted the casino for clarification. The casino reviewed the case and agreed to return €760, which was paid out, so the complaint was resolved.

The player from Germany had requested a withdrawal of €500 on May 18 and another €500 on May 20, but had not received the funds after four weeks. She had contacted support multiple times, but they kept delaying her request, claiming they needed to check her account. The Complaints Team intervened and contacted the casino on her behalf to clarify the delay. The casino confirmed that the withdrawals had been successfully completed. The player confirmed receipt of both payouts, and the complaint was marked as resolved.