Cleopatra Casino - La jugadora ha estado experimentando dificultades con su cuenta.

Last night while I was playing and checking account movements, I noticed a withdrawal of 30 thousand pesos. As a result, I couldn't play anymore because my balance was zero. I tried to report it to the cashier, but I couldn't log back in because the password had been changed. The cashier told me that the administrative manager, Edith, had closed the panel. Meanwhile, Edith maintained that the cashier had stolen my money. I've been claiming my prize since September 4th. The customer support told me they will reach out to resolve the issue, and the manager insisted that she couldn't access the panel because it was closed. This back and forth between the two and customer service, which always gave the same replies, became a frustration. Among other things, they suggested it wasn't their fault I play, and offered me 5 thousand pesos, a fraction of my total prize.

I've taken screenshots of all our conversations, and customer support always responds with the same things. One operator even told me that they'd tire me out with my complaint and no one from Cleopatrabet will take responsibility for my prize.

La ultima noche que estsba jugando , am ver los movimientos de la cuenta , veo que hay una extraccion de 30 mil pesos , por ende no pude jugar mas , saldo cero me decia , me comuncio com la cajera a lo que automaticamente no pude volver a ingresar porque cambiarom la contraseña ,a cajera dice que la administradora edith cerro el panel , la administrsdora dice qje l

A cajera se robo ma plata y asi estly desde el 4 de sept reclamandl mi premio.soporte me dice que se comunican co migo para resolver y la administradoda dice qje no piede entrar al panel que estaba cerrado y asi me tienen con la bicicleta entre las dos y soporte aue siempre me da las mismaa respuesras, entre otras cosas diciendome que no es culpa.dd ella que yo.juegue , me quizo ofrecer 5mil pesos del totsl de mi premio

Tengo todas las capturas de las conversaciones , y soporte siemñre responde lo mismo , la misma operadora me dijo q me ibana cansar de hacer la queja q nadie de cleopatrabet se iba a hacer cargo dd mi premio

Dear cintyaikv2,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with Cleopatra Casino. I’m afraid I will need more information regarding your problem. Please could you elaborate?  

I will be waiting for your reply patiently. 

Best regards, 

Veronika

Dear cintyaikv2,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.