The player from Austria has issues with Cleobetra Casino, where her account was closed after she threatened legal action regarding her deposits of 1300 euros, which she lost. Despite multiple requests for self-exclusion, she receives no responses from the casino and seeks assistance in recovering her funds.
Cleobetra Casino - Player’s account has been closed and funds lost.
Opened
Current status
Waiting for player to reply
6d 20h 39m 45s
Cleobetra Casino
Safety Index 6.8 Above averageCase summary
Discussion
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Public
3 days ago
Translation
Hello, I have a request: can you help me? I have a problem with a game.
I created an account at Cleobetra Casino 2024 and sent an email stating that I would involve lawyers if I didn't receive my money.
Then they closed my account out of fear.
Within a very short time, I deposited 1300 euros and lost everything. I tried several times to close my account permanently via self-exclusion, but they didn't respond. My last email was on June 19th.
Could you help me get my lost money back? I'm not getting any response from the casino anymore. They're not replying to my emails at all.
Automatic translation:
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3 hours ago
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.
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3 hours ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:
Self-exclusion request: You can contact the Support Service Team via e-mail at support@cleobetra.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.
What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?
Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
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,
Attila
