The player from Germany had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. The delay was explained as possibly due to pending KYC verification or a high volume of withdrawal requests, which could cause processing times of up to 14 days. The player was advised to wait and cooperate with the casino during this period. The issue was marked as resolved after the player confirmed the withdrawal was eventually received.
Cleobetra Casino - Player’s withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,350
Cleobetra Casino
Safety Index:Above averageCase summary
Discussion
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3 weeks ago
Translation
Hello
I know you always say to give the casino two weeks to process withdrawals. But since I've read on many other sites that people have been waiting weeks for their payouts, I expect it will be the same for me. It's been 1.5 weeks now, and by the time everything is processed here, it will have taken two weeks. I have three pending withdrawals at this casino since March 23, 2026, which they haven't processed: €400, €450, and €500. According to their statements, and especially their terms and conditions, a withdrawal is processed within three days. While I do receive replies by email, they are always just standard, copied-and-pasted responses: "We are working on it." I'm getting nowhere with this casino, so I'd like to file a complaint here and hope for your help. Perhaps you'll get a response from a real person at the casino. My account is verified, I played without a bonus, and I've had several withdrawals before, some of which were processed quite a while ago. I think a lot has changed for the worse at this casino lately, because I'm not the only one they're refusing to pay out. I hope you can help me.
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3 weeks ago
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.
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3 weeks ago
Dear Gretche70,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 weeks ago
TranslationAfter I filed the complaint, the casino paid me out. I will avoid this casino in the future.
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Gretche70,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Karla
