Cleopatra Casino - Player has been experiencing difficulties with her account.

Last night while I was playing and checking account movements, I noticed a withdrawal of 30 thousand pesos. As a result, I couldn't play anymore because my balance was zero. I tried to report it to the cashier, but I couldn't log back in because the password had been changed. The cashier told me that the administrative manager, Edith, had closed the panel. Meanwhile, Edith maintained that the cashier had stolen my money. I've been claiming my prize since September 4th. The customer support told me they will reach out to resolve the issue, and the manager insisted that she couldn't access the panel because it was closed. This back and forth between the two and customer service, which always gave the same replies, became a frustration. Among other things, they suggested it wasn't their fault I play, and offered me 5 thousand pesos, a fraction of my total prize.

I've taken screenshots of all our conversations, and customer support always responds with the same things. One operator even told me that they'd tire me out with my complaint and no one from Cleopatrabet will take responsibility for my prize.

Dear cintyaikv2,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with Cleopatra Casino. I’m afraid I will need more information regarding your problem. Please could you elaborate?  

I will be waiting for your reply patiently. 

Best regards, 

Veronika

Dear cintyaikv2,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.