Cleopatra Casino - Player’s bonus winnings have been voided.

The casino sent a bonus for the next deposit, I took it, played the bonus, requested verification, sent the documents, but the casino closed the account along with the money. Says I broke some rules, but I didn't break anything !!! I just took a bonus and won from it

Dear ValeryK1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Did you receive any specific explanation from the casino which exact rule has been breached and why your winnings have been confiscated? If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Finally, could you please specify which exact bonus you have redeemed and played? I would like to check the terms and conditions.

I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

What rules I violated the casino does not say. The bonus was a reload bonus, they sent it to me by mail

Now the casino promises to pay me the winnings and close the account. The account is closed, I am waiting for the money, I have not received anything yet

I fully understand your frustration, ValeryK1. I will set the timer for additional 7 days and if there’s no development by Monday next week, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Hello ValeryK1,

Have there been any developments since our last conversation?

The money was paid, the account was left blocked. In principle, there are no big complaints

Even if the account remained closed, all the winnings have been paid, therefore, we will now close the complaint as ‘resolved’ in our system. Thank you very much, ValeryK1, for your cooperation and confirmation, and please don’t hesitate to contact us if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru