Bet Cleo Casino - Player's withdrawal is delayed and pending.

I am submitting a complaint regarding a delayed withdrawal on BetCleo.

Details:

-Casino: BetCleo

-Withdrawal amount: £350.08

-Withdrawal request ID: #18330

-Withdrawal requested on: 08/05/2026

-Deposit amount prior to withdrawal: approximately £20

The casino originally advised that withdrawals would take approximately 3–5 business days. However, the withdrawal has remained in "Pending" status well beyond this timeframe.

After contacting support multiple times, I received only generic responses stating that my account was "under review" by their "dedicated team and game provider partner." They later sent an email stating they could not provide any estimated timeframe for completion.

I have requested:

-clarification regarding the reason for the review,

-confirmation of whether additional verification is required,

-escalation to a manager or payments/compliance department,

-and an estimated timeframe.

Despite this, I have not received a substantive response to my emails.

The withdrawal is still showing as pending in my account.

Additional concern:

The website footer lists the operator as "Virexon EOOD" with a Bulgarian address, but I have been unable to clearly identify a visible gambling license number, licensing authority, or dispute resolution provider on the website.

I am simply requesting:

-processing of my withdrawal,

-or a clear explanation for the delay and review process.

I can provide screenshots of:

-the pending withdrawal,

-support communications,

-and the email regarding the account review.

It is very poor behaviour from betcleo I have spent the £350 on family gifts as I highly expected the money to enter my account.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Ow3nX,

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 fully understand the situation.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards

Petra

I have not made a successful withdraw before, leading to me being even more suspicious of the site

I'm honestly not sure I do not believe they even have any sort of KYC Process nor have asked, However im pretty sure my account is "verified"

It was with a bonus, however it was with a deposit bonus which was transferred to real funds after X amount wagered which was completed

Thank you for your reply and for providing the previous details, Ow3nX.

• Which payment method did you choose to withdraw your winnings? Was it the same one you used for the deposit?
• Could you provide any additional communication you had with the casino regarding the reasons for your account being under review? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

I used the payment method that I deposited with to attempt withdraw which was just "VISA" Card deposit

Will email screenshots so I can send multiple

Dear Ow3nX

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra