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?

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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.

Dear Player,

We would like to inform you that the relevant department is currently reviewing your case.

Rest assured that we will notify you promptly once there is an update.

Kind regards,

Cleobetra Casino Team

Dear All,

We apologise for the delay in resolving this issue. We are still waiting for an update from the relevant department.

Thank you for your patience throughout the process..

Kind regards,

Cleobetra Casino Team

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Player,

Following a thorough review of your case, we have decided to issue you with a full refund, along with an additional €600 in response to your concerns.

We already have your bank details on file and will forward them to the relevant team to process your payment. We will notify you once this has been completed.

Thank you very much for your patience and cooperation throughout this process. 

Kind regards,

Cleobetra Casino Team

Thank you very much for the update, dear Cleobetra Casino, much appreciated. Please, if you could let us know once the payment has been processed on your end and also confirm the account has been permanently closed with no option for reopening, that would be much appreciated. Thank you.

Dear Player,

We are pleased to inform you that your refund has been scheduled for processing on June 11.

Please note that depending on the payment method used and your bank's specific processing times, it may take 3 to 5 business days for the funds to appear in your personal account.

As the payment is now completed, we consider this matter resolved.

Thank you for your patience while we processed your request.

KInd Rrgards,

Cleobetra Casino Team

Thank you very much for the confirmation, dear Cleobetra Casino.

Dear gamblingproblem92, could you pleae confirm once you receive the refund, and whether the complaint has been resolved to your satisfaction?

I have received a refund, thank you Cleobetra. Please don't open my account again.

Dear gamblingproblem92,

I am very happy to hear thatyou have received the refund, and would like to thank Cleobetra Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/fi/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

Lastly, as you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru