Cleobetra Casino - Player is filing a complaint against Cleobetra Casino.

Dear Casino Guru

I am writing to lodge a formal complaint regarding Cleobetra Casino and their failure to act on multiple responsible gambling requests, which has resulted in significant financial harm.

I am an Australian resident, and I understand that online casino services should not be provided to players in my jurisdiction. Despite this, Cleobetra allowed me to open and operate an account and actively engage with their platform. (I actually was not aware of this until I have been on your website today to lodge a complaint.)

More concerningly, I made multiple clear requests to suspend my account, including both 30-day and 60-day suspension requests. In these communications, I explicitly stated that:

I could not afford to continue gambling

My gambling activity was causing financial harm

I required an immediate suspension of my account

Despite these clear and repeated requests:

My suspension requests were ignored or not actioned in a timely manner

I was instructed to submit requests via email, which I did multiple times without response

No responsible gambling safeguards were implemented

I was still able to access and use my account after expressing financial distress

As a direct result of Cleobetra’s failure to act, I continued gambling and have lost approximately $10,000–$20,000 after my initial suspension request.

This represents a serious failure to uphold responsible gambling obligations. Once a player expresses financial difficulty and requests a suspension, the operator has a duty to act immediately to prevent further harm.

Additionally, I was in contact with a VIP manager during this time, which raises further concern that player retention was prioritised over player protection.

I am requesting:

A formal investigation into Cleobetra’s conduct

Reimbursement of losses incurred after my first clear suspension request

Immediate enforcement of a suspension or closure of my account

A review of Cleobetra’s responsible gambling and VIP practices

I have attached evidence of my communications, including repeated suspension requests and lack of response.

Given the seriousness of this matter, I request your urgent attention and intervention.

Kind regards,

Chloe

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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 we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• Could you please specify the time periods during which you made the most deposits?
• Has your VIP manager responded to any of your requests, other than those via WhatsApp?
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact the casino with a self-exclusion request via email at support@cleobetra.com, and at the same time, include me in the copy of the email at tomas@casino.guru. Contact your VIP manager separately with the same request

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Cleobetra Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Hello Tomas,

Thank you for your response and for assisting with my complaint.

Please find my responses below:

Account accessibility:

My account has now been closed by the casino following my complaint.

Communication regarding gambling issues:

While I may not have used the exact phrase "responsible gambling," I made multiple requests to suspend/close my account, which in itself indicates I was unable to continue gambling responsibly and required intervention.

I will forward all relevant email and chat communications to your email for review.

Time periods of highest deposits:

The majority of my deposits occurred after my initial request on 17/12/2025, particularly during the periods where I was waiting 24–48 hours for responses to my suspension requests.

VIP manager communication:

I contacted my VIP manager via instant chat requesting suspension. I was advised that this had to be done via email, and no immediate action was taken.

Last time I was allowed to deposit:

The casino continued to allow deposits throughout the period following my requests, including during the delays between my emails and their responses.

Casino response to refund request:

Yes, the casino has responded and denied responsibility. Their position is that I did not explicitly mention responsible gambling and that I did not follow their email process correctly.

However, I believe this does not address the core issue — that I made repeated requests to suspend/close my account, and their delay in actioning these requests allowed me to continue gambling and incur losses exceeding $15,000 AUD.

I would also like to highlight that requiring email-only requests, without offering immediate suspension via live chat or VIP support, created delays that directly contributed to further gambling activity.

Had my account been suspended when I first requested on 17/12/2025, the subsequent losses would not have occurred.

I will now forward all supporting evidence to your email as requested.

Thank you again for your assistance.

Kind regards,

Chloe

Thanks for your reply.

I went over the communication you provided. Based on the communication you provided, there is insufficient ground for us to conclude that the casino should have protected you from further gambling. We understand it's difficult to know what to do or what to say to be protected. Sadly, our intervention criteria for requesting a refund weren't met since no disclosure of gambling issues was identified. Since you confirmed your account in the casino was already closed, there is little we can accomplish.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.