Cleobetra Casino - Pelaajan tilin sulkemispyyntöä ei huomioitu.

Title:

Casino ignored my request to close account – I lost money after asking for it to be blocked

Description:

> On July 10th, 2025, I sent a written request to Cleobetra Casino asking for my player account to be immediately closed and for further access to be blocked.

I received no response, and my account remained open. As a result, I was able to make further deposits and lost money after July 10th — despite asking the casino to block me.

I believe this is a serious failure in responsible gambling protection, and I am asking for the following:

– Immediate closure of my account

– A refund of all deposits made after July 10th, 2025, as they were made after my clear written request to stop access

I have attached a screenshot of my original message (sent on July 10) and proof of the deposits made after that date.

The casino still hasn’t responded. I am asking for AskGamblers/Casino Guru mediation.

Thank you.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Cleobetra Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at tomas@casino.guru
• Could you please advise when was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is not closed, I would advise that you send a self-exclusion request, and this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Cleobetra Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@cleobetra.com (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

Thank you very much in advance for your reply.

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello. The casino still hasn't blocked my account or refunded my deposits. I contacted technical support, but I haven't received an email response. They told me in chat that they weren't handling the issue and that I had to wait for an email response. The casino still allows deposits. As of July 15th, I'd lost over 3,000 PLN.

I send emails every day asking for my account to be blocked and my deposits to be refunded. And nothing.

The casino closed my account, but I still haven't received a response regarding a refund. Can you help?

Thanks for the update and your emails and responses.

Please note the proof of your self-exclusion request wasn't uploaded with your initial message. Kindly forward the proof of contacting the casino on July 10th to my email at tomas@casino.guru for review.

I apologize for the inconvenience.

I send you message

Thanks for the provided information.

Could you please advise when was the last time the casino allowed you to deposit?

Looking forward to your reply.

16.07.2025

16.07.2025.

Please help me

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Aguuuuul, 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.

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.

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 all,

Thank you for reaching out!

Please be informed that we are still reviewing the matter internally.

We will make sure to provide updates as soon as possible.

Best regards,

Cleobetra 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 Aguuuuul,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Anjouan Gaming Authority and submit a complaint with them. To do this, please go to the casino's website and look for the Anjouan Authority logo, usually placed somewhere at the front page. It should look something like this:

Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum security it is recommended to have a friend or family member to set the app's password in your stead.

I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej

We’ve reopened this complaint at the request of Cleobetra Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Cleobetra representative, I have tried to send you an e-mail but the message has come back as undelivered. Could you please send me a message from your current address to matej.l@casino.guru, so we can update the records and ensure you receive any notifications regarding complaints on time? Thank you.

Dear All,

We would like to inform you that the request is under investigation from our side and we will be back with an update in the nearest time possible.

Thank you for your patience and understanding!

Best regards,

Cleobetra team

Dear Cleobetra Casino, as the reopen has been initiated from your end, we would expect the investigation has already been underway and soon will be finished.

Also, could you please provide us with working e-mail address that can be used for communication, as the ones we have in system are no longer working? You can do it by sending me details/evidence regarding this case to matej.l@casino.guru. Thank you.

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 Aguuuuul,

Following a thorough investigation of the matter, we would like to sincerely apologize for the delay in closing your case. We understand the importance of timely resolutions and regret any inconvenience this may have caused.

As part of the final review, we confirm that you are entitled to a refund of the net amount calculated after your initial request for closure. The total refund is 5,700 PLN, which corresponds to 1,348.93 EUR.

In order to proceed with the refund, we kindly ask you to provide us with your bank account details which you can send to the email we sent you( we advise you to check your inbox ). Once received, we will process the transfer without delay.

Thank you for your patience and understanding. If you have any questions or need further assistance, please do not hesitate to contact us.

Kind regards,

Cleobetra casino Team

Ok, i'm waiting for it.

I sent my details. I didn't receive a response.

I would like to thank the Cleobetra Casino for reconsidering their stance on this matter.

Could you please confirm the reception of Aguuuuul's payment details, and that the account has been closed permanently, with no option for reopening and all the marketing communication has ceased? Thank you very much.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Aguuuuul,

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,

Matej