The player from Germany had been waiting for her €4,790 withdrawal from Cleobetra for months, after winning with a welcome bonus. Despite having completed the standard verification process and uploaded documents, no payouts had been processed, and she was unclear on which documents were still required. The issue was resolved after the casino requested and received the transaction history of the payment method used, successfully verified the account, and began partial payouts. The remaining winnings were fully paid out by December 18, 2025, and the complaint was then marked as resolved.
Cleobetra Casino - Player's withdrawal is delayed due to unclear verification requirements.
Resolved
Our verdict
Case closed
Amount: €4,790
Cleobetra Casino
Safety Index 6.8 Above averageCase summary
Discussion
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8 months ago
Translation
At Cleobetra, I won €4790 with the second welcome bonus of 75% up to €300 on The Book of Monsters .
The standard verification process went as usual. I uploaded my documents and waited for a payout.
Unfortunately, no payouts have been processed yet.
Currently, the verification tab on my casino account only states that I need to upload documents, but it doesn't specify which ones. I also haven't received an email from the casino yet.
This screenshot shows the emails I filtered from the casino, and none of them request any documents for verification.
I would appreciate it if the casino could tell me which documents they still need for my verification so that I can withdraw my winnings as quickly as possible.
Thank you in advance for your assistance in this matter.
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8 months 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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8 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Usually, casinos require at least one type of ID (ID, driver's license, passport) and one type of proof of address (utility bill, phone bill, etc.). However, some casinos can ask for bank statements, proof of ownership of the payment method used to make a deposit, various selfies, etc.
- Do I understand correctly that you have not uploaded any documents yet?
- Have you tried contacting the casino regarding this issue?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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8 months ago
TranslationHello, thank you for your quick response.
Yes, I've already uploaded documents and they were all accepted. But now they're requesting another document, though they haven't specified which one. Since no payment has been processed yet, I suspect the verification process isn't complete.
From experience, I know that payouts are processed faster if I contact you with the problems, and I hope that's OK.
Kind regards
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8 months ago
Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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8 months ago
TranslationI have just sent you an email.
Kind regards
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7 months ago
What happens when you click on this option? Can you post a screenshot here, please?
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7 months ago
TranslationAs I said, I can upload documents, but it doesn't say which ones the casino still needs. Here's a screenshot of what happens when I press the button.
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7 months ago
Dear Ninosch
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, Romi (romana.r@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,
Kristina
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7 months ago
Dear user,
I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the Cleobetra Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear Cleobetra Casino,
Could you please provide detailed information about this case?
Thank you in advance for your response.
Best regards,
Romi
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7 months ago
Dear Ninosch,
Thank you for your cooperation so far.
To complete the account verification, we are still waiting for the following document to be uploaded:
The transaction history of the payment method used to transfer money to your Jeton account for the period 10/09–10/10/2025, showing the top-ups made on 30/09 and 29/09.
Please upload this document at your earliest convenience so we can finalise the verification as quickly as possible.
Thank you in advance.
Kind Regards,
Cleobetra Casino Team
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7 months ago
TranslationI sent the documents to the relevant support team via email.
So you now have all the necessary documents.
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7 months ago
Dear Ninosch,
Thank you for your cooperation.
We are pleased to inform you that your account has been successfully verified, and withdrawal requests can now be submitted.
Kind regards,
Cleobetra Casino Team
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7 months ago
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My withdrawal request has just been cancelled.
Please ask Cleobetra Casino for an explanation.
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6 months ago
Dear user,
Could you please let us know in what state your withdrawal is now?
Thank you.
Respectfully,
Romi
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6 months ago
TranslationGladly.
The casino still has to pay out a total amount of €2794.
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6 months ago
Please let us know whether you have already requested the withdrawal and if the casino sticks to the withdrawal limits as stated in their terms.
Thank you.
Regards,
Romi
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6 months ago
TranslationHello Casino Guru
The casino paid out €500 each on December 4th, 7th, 8th, and 9th, 2025.
That's actually too little, considering they claim to transfer €500 every day. But at least they're faster than other casinos.
Kind regards
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6 months ago
Could you please tell us how much there is left to pay?
Thank you.
Respectfully,
Romi
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6 months ago
TranslationOnly €794 left and everything will be paid out.
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6 months ago
TranslationI apologize for the delayed response. The casino paid out the remaining winnings on December 18, 2025. You can now close this complaint as resolved.
Thank you so much for your help in this matter.
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6 months ago
Thank you for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.
Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
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,
Romi
Casino.Guru
