Cleobetra Casino - Player's account has been closed.

Hello,

I have previously contacted casinoguru regarding the unreasonable closure of casino accounts without any information. I played at Cleobetra, as a result of which I played a welcome bonus with which I won money, but the casino blocked the accounts and refuses to pay.

Could you please check the situation?

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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.

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Could you please advise when have you lost access to your account?

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

Hello,

So I played basic slots and passed the verification without any problems. I collected my winnings with an active bonus (my own money). I made a withdrawal, but the withdrawal never arrived in the account, and I didn't get any notification that my account was closed.

Best regards,

[Redacted]

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Could you please send me a link or a screenshot of the bonus you activated and played with? Have you claimed the same promotion across multiple casinos?

Thank you for your patience and cooperation.

Hello,

Here is Cleobetra's bonus and message

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, Samuel (samuel.s@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,

Attila

Dear Masathewose,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Cleobetra Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Cleobetra Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear All,

Please be advised that we are currently reviewing the details of the player's account. We will provide an update with further information as soon as our investigation is complete.

Thank you for your patience in the meantime.

Best regards,

Cleobetra Casino Team

Hello everyone,

Thank you, Cleobetra Casino, for the update.

We’ll wait for the outcome of your investigation and your further clarification regarding the account closure and confiscated winnings.

Thank you for your cooperation and patience.

Dear Samuel,

Thank you for your patience while we investigated this case.

Please be informed that we have sent a detailed email directly to you, including all the supporting evidence and relevant Terms & Conditions regarding this account.

We kindly ask you to review the provided information in your inbox at your earliest convenience.

Best regards,

Cleobetra Casino Team

Hello everyone,

Thank you, Cleobetra Casino, for providing the additional information and evidence by email.

I have reviewed the materials and have sent a further reply by email requesting some additional evidence needed to independently verify the alleged bonus-state manipulation.

We’ll wait for your response and the requested clarification before proceeding further with the complaint.

Thank you for your cooperation.

Hi Samuel and Cleobetra Casino,

​

Isn't the whole point of this public complaint service to have an open discussion here in the thread and not in private via email? Since it's my account and my money, I have a right to know what the casino is claiming. I would like to see the conversation between you and the evidence and terms of service that Cleobetra refers to so that I can comment on the allegations and defend my position. Could you please share the information in this thread as well (or mark the message visible only to me if it contains sensitive information)?

Kind regards,

Maxim

Dear Samuel,

Thank you for the update.

We have reviewed your request and sent a response to your email with the requested information. We look forward to your feedback.

Best regards,

Cleobetra Casino Team

Hello everyone,

Thank you both for your patience and continued cooperation.

Dear Cleobetra Casino,

Thank you for providing the additional evidence and clarification by email. I have reviewed the materials and sent you another email with a few follow-up questions regarding the findings. I would appreciate your further clarification before proceeding.

Dear Masathewose,

I completely understand your wish to have an open discussion and be informed about the allegations concerning your account.

The reason we're communicating with the casino via email is that some of the evidence contains internal account information, detailed gameplay records, and other sensitive data that cannot necessarily be shared publicly without the casino's permission.

To keep you informed, the casino maintains that your winnings were obtained through prohibited bonus-related gameplay. However, after reviewing the transaction history and additional game-provider records, I still have some questions regarding the sequence of events and how the alleged violation relates to your disputed winnings.

I've therefore asked the casino for further clarification to ensure that the evidence properly supports its conclusions before I make any decision.

Please rest assured that I'm reviewing the information independently and considering both sides of the dispute. No final conclusion has been reached at this stage.

Thank you both for your understanding and cooperation.

Dear Samuel,

We have sent a detailed reply to your latest email regarding this case, outlining our findings and the proposed resolution. Thank you for your cooperation and assistance throughout this process.

Dear Masathewose,

Thank you for your patience while we conducted a thorough review of your case.

Please be informed that our relevant department has contacted you directly via email with details on the documents required to complete your account verification. We kindly ask you to check your inbox and send the requested verification documents to support@cleobetra.com so that we can proceed with resolving this matter accordingly.

Best regards,

Cleobetra Casino Team

Hi. I received this email. Is this correct? Another thing like that. I changed banks in September. The account in question is no longer in use, but it's still the same person.

Dear Masathewose,

Thank you for your update.

We can confirm that all documents requested by our KYC team in that email are indeed required to proceed with your account verification.

Regarding your previous bank account: even if this account is no longer active, standard regulatory and security procedures require us to verify its ownership. If you can no longer access online banking to provide the requested screenshots or transaction history, you can request an official account closure confirmation letter and past statements directly from your bank, clearly showing:

Your full name (account owner)

The complete IBAN

Bank identifier / BIC

Please do not reply directly to the automated notification email. Instead, please send a new, separate email with the required documents attached directly to support@cleobetra.com using your registered email address.

Once received, our verification team will review your documents promptly.

Best regards,

Cleobetra Casino Team

Hello everyone,

Dear Cleobetra Casino,

Thank you for your email and for reconsidering your decision. I sincerely appreciate your willingness to resolve this complaint in the player's favor and release the previously confiscated winnings.

Dear Masathewose,

Please follow the casino's instructions carefully and provide the requested documents to support@cleobetra.com, including the documents related to your previous bank account.

Please also understand that the casino has decided to keep your account permanently closed for internal administrative reasons. While you will be able to receive your winnings after successful verification, the casino is entitled to maintain this restriction, and I kindly ask you to respect its decision.

I will keep this complaint open until you confirm that you have received your funds.

Thank you both for your cooperation. I look forward to a successful resolution.