Cleobetra Casino - Player is facing delays in KYC verification.

The casino is slow in the KYC process. I have sent them the necessary documents on 7.5.2026 and they have not sent any email or tried to help the process in any way.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Cleobetra Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino, and when exactly your payouts were blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Which documents did the casino request from you?
• Any additional evidence can be sent to my email address at tomas@casino.guru, while screenshots can be posted here.

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,

Tomas

Here is the evidence that the operator has blocked my withdrawal. I made my first deposit on 26.4.2026 and I have not played at the casino before. I won €1009 with my own money on the second deposit and I have only played the big bad wolf christmas edition game with a €5 bet as allowed in the rules. I cancelled the cash bonus and put my money in withdrawal. My withdrawals have been cancelled as you can see in the screenshots. I have sent them the requested documents, bank statement, a picture of my passport and a selfie with my passport and the casino in the background. I have sent them the documents on 7.5.2026 and they have stated that they have received the documents and that they have been approved. I have sent the requested documents both on their website and by email. However, after two weeks when I contact customer service they say that my document is still under review or that I have not sent them the documents. But clearly they have already received the documents before. This is clearly a delay on the part of the casino. I can send other evidence if you want.

Dear PelaajaSuomesta,

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, Barbora (barbora.p@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,

Tomas

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Cleobetra Casino representative to join this conversation.

Dear Cleobetra Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear all,

thank you for reaching out to us.

As we can see customer's account is verified and he is already requesting withdrawals. Three withdrawals have been completed in June meaning the issue is already resolved.

Best Regards,

Team Cleobetra

I can confirm the situation, the withdrawals have arrived in my bank account.

Dear PelaajaSuomesta,

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,

Barbora Pallas

Casino.Guru