Cleobetra Casino - Player’s account was reopened after self-exclusion.

Hello,

I have self-excluded myself from the casino due to gambling addiction on 1.4.2026 and it was closed then. Now it has been reopened and marketed via text message and I lost €1200.

I'll include screenshots of the account closure.

Can you help me with this?

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.

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.

• Did you respond to the email you received from the casino on April 1 at 11:57 (UTC +3), asking you to confirm the closure of your account? If so, please forward the confirmation to veronika.f@casino.guru. Also, please include the confirmation from the casino that your account has been self-excluded.
• When exactly was your account reopened? Was it reopened automatically, or did you contact customer support with a request to reopen it?
• Is your account currently still open, or has it been blocked in the meantime?

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

Hello,

I sent you a message thread.

The account was reopened without a request and they sent a text message advertisement on May 22, 2026.

Now they closed my account when I asked for it and told me that I suffered losses because they opened the account without my consent.

Thank you for your help.

They now paid me that 600€ but I would need your help to get the rest (600€) back..

Dear gamblingproblem92

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, Matej (matej.l@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,

Veronika

Hello gamblingproblem92, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Cleobetra Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.