Cleobetra Casino - Player believes that their withdrawal has been delayed.

I made a withdrawal for $500 on the 6th of September the withdrawal was apprently approved and sent to my account on the 11th of September and no funds have been received I have sent multiple emails to there customer service and I have not received a response

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

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 player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi there,

unfortunately no I have not recieved the withdrawal and there customer support hasn’t gotten back to me to sort this out

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Have you already provided the casino with proof that you haven’t received the withdrawal? If yes, what was the casino’s response to that proof?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Hi there, no this is the first withdrawal I have made with this casino

i have not provided the casino with proof as they haven’t asked me and I’ve only recieved 1 response from them telling me to contact my bank.

Dear player, have you received the withdrawal?

Hi no I haven’t

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Igor (igor.p@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Kaylamay21,

I am so sorry to hear about your problem with the Cleobetra Casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Cleobetra Casino representative to join this conversation and participate in resolving this complaint.

Dear Cleobetra Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear Kaylamay21,

We kindly inform you that we are currently reviewing your request and the appropriate department has been notified and is actively addressing the matter.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Thank you for your patience and understanding.

Kind Regards,

Cleobetra Casino Team

Hi cleobetra casino,

thankyou for the response

I have been back and forth via email with you’re support team for 3 weeks now and I have gotten nowhere I just keep being told that it was sent and given a reference number to give my bank which I have done multiple times and they have not been able to trace the payment and they cannot help me.

I would appreciate this being resolved as soon as possible

thankyou

Hello Cleobetra Casino,

Thank you for joining the conversation and informing us that you are already looking into this case.

If there is anything the player or I can do to help speed up the process, please let us know.

Dear Kaylamay21,

I see your frustration and completely understand that you want to receive your winnings as soon as possible.

For now, the best approach is to wait for Cleobetra Casino’s response regarding the withdrawal. Once we receive their reply, we will know how to proceed with this case.

Best regards,

Igor

Dear Kaylamay21,

Please be informed that the payment was processed from our end on the 11th of September 2025.

We kindly request that you reach out to your bank directly for further assistance.

Dear Igor,

Please note that we have send you an email with the evidence showing up that the payment was carried out from our side.

Best regards,

Cleobetra Casino Team

Hi Cleobetra casino,

as I have already informed you I have already contacted my bank who has been unsuccessful in tracing this payment and they are not able to help me

Dear Cleobetra Casino,

Thank you for your response. I have received your email with the screenshots.

However, could you please send me more details about the transaction? For example, the tracking number or ARN.

Dear Kaylamay21,

Could you please provide your bank statement from September 6th until today?

You can either send me an email (igor.p@casino.guru) or post it in this conversation as an attachment. Don’t worry, all messages are automatically marked as sensitive, and no personal information will be made public.

Best regards,

Igor

Hi Igor,

I have emailed you the bank statement

thankyou

Hello everyone!

I would like to inform you that I have received the bank statement from the player.

There was one payment with a matching date and amount. However, the player informed me that it was a withdrawal from a different casino.

May I kindly ask Cleobetra Casino to provide more details regarding the transaction?

At this point, I do not consider the screenshots you provided sufficient.

Best regards,

Igor

Hello everyone!

I would like to inform you that I have received more detailed information about transaction from the casino.

I will update you on the situation as soon as possible.

Best regards,

Igor

Hi Igor, I will send you an email

thanks

Hello everyone!

I would like to inform you that I have received email from the player.

I will update you on the situation as soon as possible.

Best regards,

Igor

Hello everyone!

I would like to inform you that I have reviewed the player’s email, and the payment Cleobetra Casino referred to is indeed from another casino.

The player has provided sufficient evidence to confirm this.

Dear Cleobetra Casino,

As mentioned before, the player’s evidence clearly shows that the payment you referred to as yours originated from another casino.

Could you please provide any additional evidence, information, or explanation regarding this case?

Best regards,

Igor

Dear all,

We would like to inform you that your request is currently under detailed review by the relevant department.

Please rest assured that we will keep you updated as soon as there are any developments.

Thank you for your patience and understanding.

Best regards,

Cleobetra Casino Team

Dear Cleobetra Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Dear all,

We would like to inform you that your request is still under review.

Please be assured that we will keep you updated with any developments as they arise.

Kind regards,

Cleobetra Casino Team

Dear Cleobetra Casino,

Is there anything we can do at this point to help you and speed up the process?

Also, please update us when there is any news regarding this complaint.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

Thank you for your patience and understanding.

We would like to inform you that we are currently awaiting the necessary documents confirming that the payment was made from our side.

We kindly ask for your continued patience, and we will update you as soon as we receive any further information.

Kind regards,

Cleobetra Casino Team

Dear Cleobetra Casino,

It has been three weeks since your initial message, in which you informed us that your relevant department was looking into the matter.

I kindly ask you to provide any valuable updates or information within the next time frame.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Kaylamay21,

Thank you for your patience while we’ve been reviewing your case.

To help us conclude the investigation, we kindly ask that you provide any document or written confirmation from your bank confirming that, despite receiving the proof of payment (POP), they have been unable to locate the transaction.

Once we receive this confirmation, we will reassess your case immediately and update you further. We appreciate your cooperation and understanding, and we look forward to resolving this matter as soon as possible.

Kind regards,

Cleobetra Casino Team

Dear Kaylamay21,

Would it be possible for you to obtain such a document from your bank?

If yes, please let me know once you have requested it or when you are able to provide it.

Hi Igor,

shouldn’t be an issue I will contact them on Monday

Dear Kaylamay21,

Thank you for your cooperation so far.

Please let us know once you have forwarded the required document to the casino.

Hi Cleobetra Casino and Igor.

I have heard back from my bank who have advised they have been unsuccessful in locating the payment I have attached a copy of there email

Dear Kaylamay21,

Thank you once again for your cooperation and the information provided.

Dear Cleobetra Casino,

According to the player's bank statement, the bank indeed cannot locate your payment.

Dear Kaylamay21,

We kindly request that you provide a downloadable copy of the original email you received from your bank, in .eml format.

Kind regards,

Cleobetra Casino Team

hi Cleobetra casino,

I’m sorry but I do no know how to do that.

and I think I have provided you with more then enough evidence supporting that fact I have not received this money.

this has been going on for almost 3 months now and still hasn’t been resolved.

i would appreciate this being sorted out and my money sent to my account as soon as possible.

Dear Kaylamay21,

Kindly note that we need to verify authenticity of the email.

If you could kindly follow the steps below to save the email in .eml format, we would appreciate it:

• Open the email you wish to save.
• Locate the menu, options, or more button (often shown as three dots or a similar icon).
• Select the option that refers to "Download," "Save As," "Export," or "Download original message."
• When prompted, save the file. Your email program should either save it directly in .eml format or allow you to select .eml as the file type.
• Once saved, you may attach the .eml file and send it to us.

Kind regards,

Cleobetra Casino Team

Hi Cleobetra.

I have just checked and it does not give me the option to do this

Dear Cleobetra Casino,

Is there any other way for the player to send you the requested document?

Dear Kaylamay21,

Please note that outlook users should follow the steps outlined below:

• Open Outlook on the web, not on mobile (Outlook.com).
• Select the email you want to export.
• Click the three dots (…) in the message actions menu.
• Select "Download".
• The email will be downloaded automatically in .eml format.

Kind regards,

 Cleobetra Casino Team

Hi Cleobetra casino,

I have logged on the web and have tried again but it still isn’t given me the option to download so unfortunately this is not possible. I have attached a screenshot of the menu page

Dear Kaylamay21,

The Cleobetra Casino asked you to try it on your computer, not on your mobile. Can you do that?

No I cannot as I do not have a computer

Dear Kaylamay21,

Sometimes switching the mobile site to the desktop version (on your mobile) might work, as in this example:

1. Open Outlook.com in your browser (Chrome/Safari).
2. Open browser settings → Request Desktop Site.
3. Log in again.
4. Open the email.
5. Click the three dots (…) at the top.
6. If the option appears, select Download → it will download as .eml

Please reply when there is any update.

Hi I have tried doing it in desktop mode but is still not showing an option to download

Dear Cleobetra Casino,

Is there any other way for the player to send you the email in the requested format?

Dear Kaylamay21,

Please use Google Chrome as your browser and follow the steps provided below:

• Open the Chrome browser on your phone.
• Go to: outlook.com
• Sign in to your account.
• Tap the three dots (⋮) at the bottom.
• Scroll and select Request Desktop Site.
• Outlook will reload using the desktop layout.
• Tap on the specific email 
• In the email, click the three dots (More actions) near the top-right of the message panel.
• Choose Download.
• Chrome will download the file as .eml.

Kind regards,

Cleobetra Casino Team

Dear Kaylamay21,

The casino provided another way to save an email in .eml format.

Can you please try to do it by following these steps?

I have just tried this but it is saying that chrome does not support desktop mode

Dear Kaylamay21,

Could you please let me know if you can access any computer at work or through friends or family to save the email in the requested format?

Hi Igor, no it is not possible

Dear Kaylamay21,

You might try using apps like FairEmail or similar alternatives to save the email in .eml format.

Unfortunately, I can’t assist further with this part.

Please let us know if it works for you.

Hi, I have tried every possible way and it’s not possible to download the email. I’m not sure what to do now Cleobetra can you please advise what I can do as I need this money

Dear Cleobetra Casino,

Is there any other method the player can use to send you the email in the required format?

Also, is .eml the only format you will accept as valid evidence?

Dear Cleobetra casino.

I have tried every possible way to download this email with no success. Could you please advise if you will credit me my funds I have provided more then enough evidence to clarify that I have not received the funds. If you do not agree to credit my funds my next steps will be to have my bank do a charge back on all deposits made to you’re casino which amounts to just over $500 I have been in contact with my bank who have advised they are more then happy to do this. Please let me know as soon as possible if you are going to resolve this matter.

Dear Kaylamay21,

Kindly provide us with a screenshots of the email, ensuring that the date received, the sender’s details, and the email signature are clearly visible.

Please share these screenshots at your earliest convenience so that we may proceed with assisting you further with your request.

Thank you for your cooperation.

Kind regards,

Cleobetra Casino Team

Dear Cleobetra Casino,

Please let us know whether you consider this evidence sufficient or if you would prefer to receive additional screenshots.

Dear Kaylamay21,

Kindly share a screenshot in which the signature is clearly visible.

Kind regards,

Cleobetra Casino Team

Hi, i am not able to get it all in the one screenshot if i do a screenshot with the signature it’s not going to show the sender/email address

Dear Cleobetra Casino,

Could the player send multiple screenshots, since it’s not possible to include all the requested information in a single one?

Dear Kaylamay21,

Please provide a separate screenshot that includes the email signature. It does not need to include the entire email.

Kind regards,

Cleobetra Casino Team

Dear Cleobetra Casino,

The player provided the requested screenshot.

Please let us know once you have reviewed it and when there is any update on your side.

Hi Cleobetra, I have been waiting a long time for this to be sorted can I please get an update as soon as possible

thankyou.

Dear all,

Following a thorough investigation, we have concluded that the payment was not initiated and could not be traced.

Accordingly, we will proceed with initiating a refund in relation to this matter.

Dear Kaylamay21,

Please reply to our email requesting your bank details so that we may proceed with the payment of 500 AUD.

Thank you for your cooperation.

Kind regards,

Cleobetra Casino Team

Hi Cleobetra casino,

thankyou I have sent the email

Dear Cleobetra Casino,

Thank you very much for your reply and for informing us that the player will receive her withdrawal.

Please respond when there is any update on your side.

Hi Igor,

thankyou for you’re help 🙂

I will advise once money has been recieved

Dear Kaylamay21,

Kindly note that the payment of 500 AUD has been successfully completed.

Thank you for your cooperation.

Kind regards,

Cleobetra Casino Team

Hi I have recieved thankyou

Dear Kaylamay21,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Igor P

Casino.Guru