The player from Germany files a complaint against the casino for failing to close their account despite repeated requests due to a gambling addiction. The casino continued to encourage gambling with bonus offers and phone calls even after acknowledging the player's issues. The player's significant winnings were also blocked, leading to further financial and mental distress.
Cleobetra Casino - Player's account remains open despite self-exclusion request.
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Cleobetra Casino
Safety Index:Above averageCase summary
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4 days ago
Translation
Dear Casino Guru Team,
I hereby file an official complaint against the casino.
I can hardly say myself anymore when exactly it all started. However, over a long period of time, I repeatedly informed the casino that I had a serious gambling problem and that my account should be permanently closed.
I contacted live chat multiple times and sent numerous messages. I was repeatedly told that I needed to contact VIP support via email to have my account closed. I did this – several times. Despite this, my account was never permanently closed.
Although I openly discussed my gambling problem, I continued to receive constant bonus offers and messages to keep me playing. I repeatedly got offers like, "We've added bonus credit to your account," or similar promotions to motivate me to gamble.
In addition, I was regularly contacted by phone and encouraged to continue playing, even though the casino was aware that I have problems with gambling addiction.
One particularly bad situation involved me winning approximately €50,000. Instead of allowing me to withdraw my winnings without any problems, the withdrawal was blocked, and I was repeatedly strung along for about ten days. During this time, I was still able to gamble. In the end, I lost all the money again.
After that, my financial and mental situation deteriorated further and further.
Many of the emails I received back then I later deleted out of shame and fear, because I didn't want family members to find out. Nevertheless, I still have several emails that show I repeatedly asked for help and for the permanent closure of my account.
My account remains open to this day.
I believe the casino failed in its duty to promote responsible gambling and protect vulnerable players. Despite my clear indications of my gambling problem, my account was not permanently closed, and I continued to be actively encouraged to gamble.
Therefore, I request a fair and thorough examination of my case.
Best regards
Automatic translation:
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3 days ago
Important notice:
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If anything seems suspicious, contact us directly.
Stay safe.
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3 days ago
Dear Ppipis444,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem.
First, I’d like to clarify the difference between account closure and self-exclusion:
- Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
- Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).
Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru. The emails should be in original format (not screenshots) and mention the exact reason why you want to close your account.
Thank you in advance for your cooperation.
Best regards,
Veronika
