Cleobetra Casino - La cuenta del jugador se cierra después de una apuesta.

The account was only blocked after I placed a bet, I was informed via chat and they didn't ask for any additional information.

A conta foi bloqueada apenas após realizar uma aposta, fui informado pelo chat e não solicitaram nenhuma informação adicional.

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.

Dear Canutinho,

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.

• Did you pass the verification before you lost access to the account?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a 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

Good morning, I have a sports bet and I play slots (casino).

I haven't played any bonuses.

Bom dia, através de uma aposta desportiva e jogo nas slots (casino).

Não joguei nenhum bónus.

I didn't go through any verification process.

Não passei por nenhum processo de verificação.

Thank you very much for your reply, Canutinho.

Could you please advise how long you were a player at the casino and when exactly your account was blocked?

How much money is left in your account?

Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Good morning,

just a few days, I'd say less than a week.

I've emailed you the conversations with the casino and uploaded screenshots of this conversation.

thanks

Bom dia,

apenas alguns dias, diria menos de uma semana.

enviei para o e-mail as conversas com o casino e carreguei capturas de tela nesta conversa.

obrigado

I have received your emails.

Based from the email sent by the casino on May 11, they confirmed that the account was closed without the possibility to be reopened per the administration's decision.

How much money was left in your account before your account was closed? If there were some money left, were you able to receive them?

I received nothing. I registered the account, deposited €100 and was left with €172 after playing some slots and placing a bet. At that point they closed the account and didn't give any money back.

Não recebi nada. Eu registei a conta, depositei 100€ e fiquei com 172€ após jogar umas slots e fazer uma aposta. Nesse momento fecharam a conta e não devolveram dinheiro nenhum.

Hello Canutinho,

We would like to update you that due to Jean, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jean has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Jean will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you.

Ok obrigado.

Dear Canutinho

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, Jana, (jana.k@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,

Jean

Dear Canutinho,

I sincerely regret to learn that your account has been blocked. Please be assured that I will reach out to the casino promptly in an effort to resolve this issue at the earliest opportunity.

I would also like to invite a representative from Cleobetra Casino to join this discussion in order to assist in addressing your complaint effectively.

Dear Cleobetra Casino,

Could you kindly provide clarification on the reason for the player’s account being blocked? Additionally, we would appreciate it if you could share any relevant evidence regarding this matter. You may either post your statement and evidence here or send them directly to my email address at jana.k@casino.guru.

Thank you in advance for your cooperation and assistance.

Kind regards,

Jana

Dear all,

Kindly be informed that our team is reviewing the player's report and we'll return to you shortly with a clear update.

Thank you for your cooperation.

Kind Regards.

Cleobetra Casino Team

I've already sent the KYC documents as requested; I hope this doesn't take weeks... given how things have been going so far.

Já enviei os documentos para KYC como solicitado, espero que a situação não demoro semanas ... como isto se tem vindo a desenrolar.

Dear Canutinho,

We would like to kindly inform you that you've breached the following Terms and Conditions:

9.3  We reserve the right from time to time to conduct a game play review/review the customer's betting activity to verify compliance with the Terms. If, upon such a review, it appears that the customer is participating in strategies, taking advantage of any software or system bug or failure, or participating in any form of activity that we, in our sole and complete discretion, deem to be abusive, we reserve the right to revoke the entitlement of such customer to any promotions awarded, to void any winnings obtained from the promotion, to prevent entitlement to other promotions or to close the customer account.

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

• immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation;
• permanently close your account with the Website and all other partn er websites on our platform and deny any future use of the Website and the partner websites;
• void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;
• void any bonus balance on your account and/or limit your future participation in our bonus and promotional offers or deny them to you;

Based on this, your account has been permanently closed.

We hope that this clears up the matter for you.

Kindly be informed that once your account verification will be completed, your remaining balance will be paid manually.

Kind Regards,

Cleobetra Casino Team

Dear Cleobetra Casino,

I would like to respectfully request that you send the evidence regarding the player's breach of terms and conditions to jana.k@casino.guru. Thank you for your continued support and assistance in this matter.

I have submitted the documents for review. I am waiting for a response.

Enviei documentos para verificação. Aguardo retorno.

Documents submitted, logged in, and withdrawal request made.

I'm still waiting.

Documentos enviados, login feito e pedido levantamento efetuado.

comtinuo a aguardar.

Dear Jana,

Kindly be informed that our team is looking into your request and we'll return to you shortly via email.

Thank you for your cooperation.

Kind Regards,

Cleobetra Team

Dear Jana,

We would like to apologize for the delay.

Kindly be informed that we'll return to you shortly via email with the required information.

Thank you for your cooperation.

Kind Regards,

Cleobetra Team

Dear Jana,

We kindly request to check the information provided via email.

If you have any additional questions, don't hesitate to contact us.

Thank you for your cooperation.

Kind Regards,

Cleobetra Team

I'm still waiting for news...

Continuo a aguardar por novidades...

Can this casino explain to me how I broke the rules if I only made my first deposit and placed one bet? And right after that, my account was closed! The same thing happened at all of this company’s casinos, and all the others have already paid me—except for this one.

Será que este casino consegue me explicar como é que eu desrespeitei as regras se apenas fiz o primeiro depósito e uma aposta ? E logo após isso a conta foi fechada ! Aconteceu o mesmo em todos os casinos desta empresa , e em todas as outras já me pagaram menos neste casino

Hello Canutinho,

We would like to update you that due to Jana, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jana has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Jana will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Jana,

Kindly be informed that we will return to you shortly via email with a clear update regarding your request.

Thank you for your cooperation.

Kind Regards,

Cleobetra Team

We've been dealing with this for months, and the only thing this casino does is delay its responses so it doesn't have to pay

Estamos ha meses nisto e a única coisa que este casino faz é atrasar as respostas para não pagar

Dear Canutinho,

We kindly request to provide the required documents in order to complete your account verification and proceed with the active balance's payment.

Thank you for your cooperation.

Kind Regards,

Cleobetra Casino Team

Dear Cleobetra Casino,

I hope this message finds you well. I would greatly appreciate it if you could provide more specific details regarding the exact documents required from the player. This information would significantly assist us in expediting the process for both parties. Thank you for your ongoing support and assistance.

Good morning... I sent all the documents over a month ago, and to this day they keep saying the documents have already been verified!!! On the verification page, it says the account is already verified!! This casino keeps putting off and putting off all responses so it doesn’t have to pay. We’ve been dealing with this for 2 months now! Now the casino will take another 2 weeks to respond, and then it’ll give an inconclusive answer, and my withdrawal will remain pending forever.

Bom dia.. eu já envei dos documentos todas há mais de 1 mês e até hoje dizem sempre que os documentos já esta verificada !!! Na página da verificação diz que a conta já está verificada !! Este casino continua a adiar e adiar todas as respostas para não pagar . Já estamos nisto há 2 meses ! Agora o casino vai demorar mais 2 semanas a responder e depois vai dar uma resposta inconclusiva e o meu levantamento vai ficar pendente para sempre

Dear Cleobetra Casino,

I hope this message finds you well. I would greatly appreciate it if you could confirm whether the player’s account has been fully verified. Additionally, please let us know if any further documentation is required from the player. Thank you for your ongoing cooperation and support.

Dear Canutinho,

Kindly be informed that the following document is required to complete your account verification:

• Selfie ID AOS (Selfie photo holding your identity document with our website in the background)

We truly appreciate your cooperation and patience.

Kind Regards,

Cleobetra Casino Team

Photo sent to your support email address

Foto enviada para o vosso email de suporte

Dear Canutinho,

We are pleased to inform you that your account verification has been successfully.

We kindly request to check the email received and provide us the required bank details in order to proceed with your payment.

Thank you for your cooperation.

Kind Regards,

Cleobetra Casino Team

I've already sent it. I'm waiting for the pickup.

Já enviei. Aguardo levantamento