The player from Switzerland had submitted a withdrawal request less than two weeks prior to contacting us. Winnings hadn’t been obtained up to that day. The player later confirmed that both withdrawals had been processed and received, but only CHF 966.10 was credited instead of the full CHF 1,000 because the casino had paid out in euros and a difference had arisen during conversion. Since the remaining discrepancy was related to currency conversion and possible fees, which we did not handle, the complaint was closed as the main issue was considered resolved.
Cleobetra Casino - Withdrawal of player's winnings has been delayed.
Resolved
Our verdict
Case closed
Amount: 1,000 CHF
Cleobetra Casino
Safety Index 7.0 Above averageCase summary
Discussion
Public
Public
3 weeks ago
Translation
Dear Casino Guru Team,
I would like to file a complaint against Cleobetra Casino.
I requested a payment of CHF 500 on both July 22, 2026 and July 23, 2026.
According to the casino's terms and conditions, withdrawals should be processed within three business days. However, more than a week has now passed, and both withdrawals have still not been processed.
I have contacted customer support multiple times via live chat. Unfortunately, each time I only receive the same standard replies and am asked to wait. I receive no concrete explanation or a firm processing date.
I have read many positive things about Casino Guru and am convinced that my issue can be resolved fairly and much faster with your support. Therefore, I sincerely hope for your help in resolving this matter.
Thank you in advance for your support.
Best regards
Automatic translation:
Public
Public
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.
Public
Public
3 weeks ago
Dear Mazlum,
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
Public
Public
3 weeks ago
TranslationDear Team,
Thank you for your feedback.
I believe there's a misunderstanding. In my case, it's not about the money not having arrived in my bank account yet.
The real problem is that after more than six business days, neither of my withdrawals has even been processed or approved by the casino. Both withdrawals are still stuck in "processing" status.
According to the casino's terms and conditions, withdrawals should be processed within three business days. This deadline has already been significantly exceeded. Customer support has been stalling me for days with the same standard replies, without explaining the delay or providing a specific processing date.
I wanted to clarify this, as my complaint relates to the lack of processing of the payments and not to the duration of the bank transfer.
Thank you for your understanding.
Best regards
Automatic translation:
Public
Public
2 weeks ago
TranslationGood day,
I have now received both payments. However, I did not receive the full amount.
I requested two withdrawals of CHF 500 each, and thus a total of CHF 1,000 was paid out.
However, only CHF 494.06 and CHF 472.04 were credited to my bank account. In total, I only received CHF 966.10.
The casino transferred the amounts in euros (538.13 EUR and 514.15 EUR). However, I don't understand why my winnings were converted to euros at all.
I won 500 CHF, not some euro amount that would later lose value due to exchange rates and conversions. In my opinion, I should receive the full winnings of 1,000 CHF, not a lower amount because the casino processed the payout in a different currency.
I asked the casino for an explanation as to why the payouts were made in this way and why I did not receive the full amount of my winnings.
Thank you for your support.
Automatic translation:
Public
Public
2 weeks ago
Dear Mazlum,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
Sensitive attachment
Sensitive attachment
2 weeks ago
TranslationDear Casino Guru Team,
Thank you for your message.
I would like to inform you that I received both of my payments on August 2nd, 2026.
However, I did not receive the amounts I won or requested to be paid out.
The casino confirmed via email that two withdrawals of CHF 500 each had been processed. However, only the following amounts were credited to my bank account:
494.06 CHF
472.04 CHF
Therefore, I only received a total of CHF 966.10, although according to the casino's confirmation I should have been paid out a total of CHF 1,000.
The casino's support told me to clarify this with my bank. However, I don't understand what my bank is supposed to clarify in this case. The casino itself set the euro amounts for the transfers. If too small an amount was already transferred in euros, my bank cannot subsequently increase it. Therefore, I request a comprehensible explanation from the casino as to how the withdrawal amounts were calculated and why I haven't received the full amount of my winnings.
I therefore request that you continue processing my complaint.
Thank you for your support.
Best regards
Automatic translation:
Sensitive attachment
Sensitive attachment
2 weeks ago
TranslationI've also attached screenshots of both transfers. These show the actual Euro amounts the casino transferred and the final amount credited to my Swiss bank account.
I hope these documents will be helpful in clarifying the case.
Automatic translation:
Public
Public
1 week ago
Dear Mazlum,
Thank you for providing the additional information and screenshots. We understand your concern regarding the difference between the amounts confirmed by the casino and the amounts ultimately credited to your bank account.
However, please note that Casino Guru does not handle disputes concerning fees, currency conversion, or other charges that may arise during the withdrawal transaction. Such differences can be caused by various factors, including the payment method, intermediary banks, currency conversion rates, or fees applied by the receiving bank or payment provider.
Since you have confirmed that both withdrawals have now been successfully processed and received, we consider the main issue addressed. We therefore cannot pursue the remaining difference as part of this complaint. We will now close the complaint.
We appreciate your understanding and wish you all the best.
Best regards,
Jean
Casino.Guru
