The player from Italy urgently requested permanent self-exclusion from Cleobetra Casino due to serious gambling issues but faced resistance and received promotional offers instead. He demanded immediate account closure and a refund of recent deposits, citing irresponsible behavior from the casino. The Complaints Team concluded that the casino acted promptly in closing his account after the self-exclusion request was submitted. However, it was determined that he was not eligible for a refund of the deposits made during the request-processing period, leading to the rejection of his complaint as unjustified.
Cleobetra Casino - Player’s account closure request is ignored.
Closed
Our verdict
Unjustified complaint
Amount: €700
Cleobetra Casino
Safety Index:Above averageCase summary
Discussion
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4 months ago
Translation
Title: Urgent request to close account and refund – unacceptable behavior by Cleobetra
For the past 4 days, I've been emailing Cleobetra Casino, requesting permanent self-exclusion due to serious gambling issues. Instead of helping me and honoring my request, they keep sending me promotional emails, trying to pressure me into making another deposit!
I clearly stated that I wanted to permanently close my account, but not only did they refuse to do so, they even offered me €40 with no deposit to convince me to stay and continue playing!
This behavior is grossly irresponsible, unfair, and contrary to all responsible gaming policies. I asked for help and immediate closure, not bonuses or incentives to play more.
I demand the immediate permanent closure of my account and the refund of all deposits made in the last few days, since I clearly communicated my desire to self-exclude.
If the situation is not resolved immediately, I will contact the relevant authorities and report the casino's behavior to all player protection platforms.
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4 months ago
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
Have you sent your first self-exclusion request from this casino on October 12?
Have you responded in any way to the email you received from the casino on October 13?
Have you made any deposits since you first requested to be self-excluded? If so, please specify the dates and amounts deposited.
Have you passed the full KYC verification?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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4 months ago
TranslationI confirm that I sent the first self-exclusion request on October 12th.
The next day, I responded to the email I received from the casino, unfortunately falling for the offer of €40 to continue playing. This led me to deposit more of my own money, even though I had already requested to close my account.
In total, I deposited around €200 after my self-exclusion request, without receiving any support from the casino, despite contacting live chat several times to request immediate account closure.
Finally, I have never been asked for any KYC verification during this period.
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4 months ago
Thank you for your reply.
So, on October 12, you submitted your first self-exclusion request.
On October 13, the casino responded by offering you a bonus, which you accepted.
When exactly did you make the additional deposits to the casino, and when did you send the subsequent self-exclusion requests?
Has your account been blocked in the meantime? If so, please specify the exact date your self-exclusion took effect.
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4 months ago
TranslationThe additional deposits were made on the same day I received the bonuses. I subsequently requested self-exclusion again on the 13th, sending no less than five emails. The self-exclusion was only actually activated on the 13th, after numerous reports I had received, which, however, had not been taken into account previously. This delay meant I made additional deposits in the meantime.
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4 months ago
According to the available evidence, you submitted your self-exclusion request on October 12, and the casino closed your account on October 13. Please note that, in most casinos, self-exclusion requests are handled manually by the responsible departments. This process requires some time to ensure requests are handled appropriately and with the necessary attention.
From our perspective, Cleobetra Casino acted promptly and restricted your account access within a reasonable timeframe. Therefore, the casino cannot be held responsible for the deposits you made during the request-processing period.
As a result, you are unfortunately not eligible for a refund of these deposits. Regrettably, I have no choice but to reject your complaint as unjustified.
Best regards
Veronika
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