Cleobetra Casino - Player's account is under review and funds are inaccessible.

Hello.

Disclaimer:

I have a complaint regarding Cleobetra casino. I open it now under Rabona Casino as I know they have the same operator and Im afraid if I open it under Cleobetras section, they might just not care enough. So if my complaint gets closed due to that reason I will open another one under cleobetras section, just so everyone knows they belong together.

My account on cleobetra casino is "under Review" for a month now. I still have 525€ on it. Everytime I contact their support (via live chat or email) they tell me my account is not "under Review" and that I should be able to login and withdraw the money by myself. Showing them the screenshot that I cant in fact login and also requesting the withdrawal of the 525€ they just keep saying I can login and have to request the withdrawal by myself.

I tried it multiple times now and it unfortunately wont be resolved like this.

I really hope you can help me. Thank you for your time!

Kind regards

Stieven

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the difficulties you’re experiencing.

According to our policy, I’ve assigned your complaint to Cleobetra, as this is the operator with whom you're experiencing issues. Please rest assured that we will investigate your problem thoroughly, regardless of which casino is involved. Should it turn out that Rabona and Cleobetra are indeed interconnected and your complaint remains unresolved, the outcome of your case will influence the rating of both platforms.

To help us better understand your situation, could you please answer a few questions:

• What types of games did you play (e.g., slots, live casino, or sports betting)?
• Have you completed full KYC verification?
• Were your winnings accumulated with or without an active bonus?

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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hallo Veronika,

die Gewinne sind aus Sportwetten.

Ich habe mich nicht verifiziert, wurde aber auch nicht dazu aufgefordert.

Die Gewinne sind aus keinem aktiven Bonus.

Sie sind definitiv miteinander verbunden. Ich bekomme seit kurzem bei allen Casinos von deren Betreiber beim einloggen die Nachricht, dass "mein Account untersucht wird". Selbst wenn ich dort lange nicht gespielt habe, oder sehr stark im Minus bin. Ich könnte noch sehr viele weitere Casinos nennen, die definitiv dazu gehören.

Liebe Grüße

Stieven

Thank you for your patience throughout the complaint process.

Please understand that if your account has been blocked and you have only placed bets on sports betting, the casino may have detected certain activity that led to this decision. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.

This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.

We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.

We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.