The player from Germany faced delays in her withdrawal request submitted on April 28, 2026, and had been waiting for three weeks despite multiple complaints through chat messages and emails. She was skeptical about the casino's explanation regarding high withdrawal volume. The issue was resolved after the player confirmed her satisfaction with the outcome, and the complaint was formally marked as resolved by the Complaints Team. The resolution process involved communication and verification steps to understand and address the situation. The Complaints Team remained available for future assistance and emphasized that their services were free of charge.
Cleobetra Casino - Player’s withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €800
Cleobetra Casino
Safety Index 6.8 Above averageCase summary
Discussion
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3 weeks ago
Translation
I submitted my withdrawal request on April 28, 2026, and have since complained via numerous chat messages and emails. I keep being told that the withdrawal volume is so high and that's why it's taking so long. I'm starting to doubt that. Could you please help me?
Automatic translation:
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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 Tina1,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can understand the situation.
- Have you made any successful withdrawals before?
- Could you please confirm that your casino account is fully verified?
- Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.
Best regards,
Jean
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3 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 Tina1,
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,
Jean
