Cleobetra Casino - La cuenta del jugador sigue activa a pesar de las solicitudes de cierre.

I have requested the permanent closure of my Cleobetra account on several occasions: on August 4 and 5, then on October 22, 2025.

Despite these clear requests, the casino left my account active and continued to accept my deposits.

Furthermore, the only withdrawal I received (in June 2025) was made without any identity verification (KYC), which constitutes a serious violation of AML/KYC rules.

The site does not offer any close or self-exclusion button, forcing players to write by email; these messages remain unanswered.

I have kept all the evidence: emails, screenshots and statements showing the deposits made to Cyprus and the payment of winnings from London.

I demand a full refund of all deposits made on this site, given the clear failure to comply with obligations regarding player protection.

I thank the Casino Guru team for their help and impartiality.

The amount shown (2,500 CHF) is an estimate; the exact total can be confirmed from my Visa and PaySafe statements if necessary.

J’ai demandé la fermeture définitive de mon compte Cleobetra à plusieurs reprises : les 4 et 5 août, puis le 22 octobre 2025.

Malgré ces demandes claires, le casino a laissé mon compte actif et a continué d’accepter mes dépôts.

De plus, le seul retrait que j’ai reçu (en juin 2025) a été effectué sans aucune vérification d’identité (KYC), ce qui constitue une violation grave des règles AML/KYC.

Le site ne propose aucun bouton de fermeture ou d’auto-exclusion, obligeant les joueurs à écrire par e-mail ; ces messages restent sans réponse.

J’ai conservé toutes les preuves : e-mails, captures d’écran et relevés montrant les dépôts effectués vers Chypre et le paiement des gains depuis Londres.

Je demande le remboursement intégral de tous les dépôts effectués sur ce site, compte tenu du non-respect manifeste des obligations de conformité et de la protection des joueurs.

Je remercie l’équipe de Casino Guru pour son aide et son impartialité.

Le montant indiqué (2 500 CHF) est une estimation ; le total exact pourra être confirmé à partir de mes relevés Visa et PaySafe si nécessaire.

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 SwissPlayer25,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced.

To understand your situation properly, I would like to ask you a few questions:

• When you requested the permanent closure of your account on August 4, August 5, and October 22, what exact wording did you use in your emails?
• Did you ever mention that the reason for wanting to close the account was a gambling problem or concerns related to responsible gambling?
• After each closure request, did the casino respond in any way, or were your messages ignored completely?
• Could you please confirm whether your account is still accessible at the moment, or has it been closed since your last communication with them?

You mentioned all your evidence is available — please feel free to forward any relevant emails, screenshots, or statements to petronela.k@casino.guru so that we can review them.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Dear Petronela,

I thank you for your attention and I am sending you a complete and chronological reconstruction of the facts, with the related violations found.

🔹

1. Account closure requests

On August 5, 2025, I requested the permanent deletion of my Cleobetra account.

I later received a reply from Valentina, asking me to provide the personal reasons for my decision.

I would like to clarify that this request is unlawful: according to the principles of Responsible Gaming, the operator is required to immediately close the account, without asking the player any questions or conditions.

Having received no confirmation, the account remained active and, unjustifiably, an amount of 50 CHF was credited.

On October 22, 2025, I sent a new urgent request for definitive closure, followed by a formal warning (notice of default) which remained unanswered.

🔹

2. Intervention by SoftGamings and contradictory management

After numerous ignored messages from Cleobetra, I contacted SoftGamings, the platform provider.

A few hours later, my account was placed under "Under Review," while agents Hue and Peter continued to claim that my account had been permanently closed.

This situation is contradictory and irregular, since an account declared "closed" cannot simultaneously be subject to a technical audit.

🔹

3. Contractual and regulatory violations

Cleobetra's behavior openly violates clause 6 of its contract (Responsible Gaming / Account Closure), which requires the immediate and irreversible closure of the account upon the user's request.

Furthermore, the casino contract contains a reference to the so-called "American 5th Amendment," a provision that has no legal relevance in the European context and is clearly inapplicable to AML/KYC compliance policies.

The only payment I received from Cleobetra was made without any KYC verification, which proves that the platform was not compliant with current European regulations from the beginning.

🔹

4. Consequences and refund request

At first I only requested a refund of the sums illegally wagered after my closure request.

In light of the serious shortcomings identified and the total lack of compliance, I am now requesting a full refund of all amounts wagered on the Cleobetra platform, as this operator does not meet the minimum legal requirements for transparency, compliance, and protection of vulnerable customers.

I attach all relevant evidence upon request (emails, screenshots, conversations with support and contractual documentation).

I remain available for any further clarification and thank you for your cooperation.

Best regards,

SwissPlayer25

Gentile Petronela,

La ringrazio per la Sua attenzione e Le trasmetto una ricostruzione completa e cronologica dei fatti, con le relative violazioni riscontrate.

🔹 

1. Richieste di chiusura del conto

Il 5 agosto 2025 ho chiesto la cancellazione definitiva del mio conto Cleobetra.

In seguito, ho ricevuto una risposta da Valentina, che mi chiedeva di indicare le motivazioni personali della mia decisione.

Desidero precisare che tale richiesta è illecita: in base ai principi di Responsible Gaming, l’operatore è tenuto a eseguire immediatamente la chiusura del conto, senza porre domande o condizioni al giocatore.

Non avendo ricevuto alcuna conferma, il conto è rimasto attivo e, in modo ingiustificato, è stato accreditato un importo di 50 CHF.

Il 22 ottobre 2025 ho inviato una nuova richiesta urgente di chiusura definitiva, seguita da una diffida formale (messa in mora) rimasta senza risposta.

🔹 

2. Intervento di SoftGamings e gestione contraddittoria

Dopo numerosi messaggi ignorati da Cleobetra, ho contattato SoftGamings, fornitore della piattaforma.

Poche ore dopo, il mio conto è stato posto in stato "Under Review", mentre gli agenti Hue e Peter continuavano ad affermare che il mio conto era stato chiuso definitivamente.

Questa situazione è contraddittoria e irregolare, poiché un conto dichiarato "chiuso" non può essere contemporaneamente oggetto di revisione tecnica.

🔹 

3. Violazioni contrattuali e normative

Il comportamento di Cleobetra viola apertamente la clausola n. 6 del proprio contratto (Responsible Gaming / Account Closure), la quale impone la chiusura immediata e irreversibile del conto su richiesta dell’utente.

Inoltre, nel contratto del casinò è presente un riferimento al cosiddetto "5° Emendamento americano", disposizione del tutto priva di rilevanza giuridica nel contesto europeo e chiaramente inapplicabile alle politiche di conformità AML/KYC.

Il solo pagamento che mi è stato effettuato da Cleobetra è avvenuto senza alcuna verifica KYC, circostanza che dimostra che la piattaforma non era conforme sin dall’inizio alle normative europee vigenti.

🔹 

4. Conseguenze e richiesta di rimborso

In un primo momento ho richiesto soltanto il rimborso delle somme giocate illecitamente dopo la mia richiesta di chiusura.

Alla luce dei gravi mancanzi riscontrati e dell’assenza totale di conformità, richiedo ora il rimborso integrale di tutte le somme giocate sulla piattaforma Cleobetra, in quanto tale operatore non soddisfa i requisiti legali minimi di trasparenza, conformità e tutela del cliente vulnerabile.

Allego su richiesta tutte le prove rilevanti (e-mail, screenshot, conversazioni con il supporto e documentazione contrattuale).

Resto a disposizione per ulteriori chiarimenti e La ringrazio per la collaborazione.

Cordiali saluti,

SwissPlayer25

Dear SwissPlayer25,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced.

Thank you for the detailed chronology you provided — it is very helpful. Before we move forward, I would like to clarify one important point to ensure I fully understand your situation correctly.

From your messages, it seems that although the casino asked you to provide a reason for your permanent account deletion request, you never stated any specific reason in your emails at any point. Could you please confirm whether this is correct?

It is important for us to know this because casinos are obligated to react differently depending on the reason given.

In particular, if a player mentions gambling-related concerns, loss of control, or any responsible-gaming motivation, the operator must act immediately and apply the strictest closure without delay.

If the player simply requests closure for general, non-RG reasons, many casinos follow a different internal procedure.

This distinction helps us assess whether the operator failed to comply with responsible-gaming obligations, which is an essential part of our investigation.

Additionally, I would like to return to one of my previous questions:

• Is your Cleobetra account still accessible right now, or has it been permanently closed since your last contact with them?

Your confirmation on this point is still needed.

You are also welcome to forward any relevant emails or screenshots to petronela.k@casino.guru so we can review them in detail.

Thank you in advance for your reply.

Dear Petronela,

Thank you for your response and for the attention you paid to my case.

I would like to clarify that as early as August 5, 2025, I had clearly and unequivocally expressed my desire to permanently close my account ("Please proceed with the closure of my account").

Initially, I simply asked how I could delete my profile, and was asked why. I then clarified that I wanted to proceed with its permanent closure—a request that, under Responsible Gaming rules, should have been carried out immediately.

Since then, I have not received a response from Cleobetra, despite several written reminders. Only after I contacted SoftGamings directly on October 29, 2025, was the account suddenly placed under review.

The next day, Agents Hue and Peter informed me that the account had been "permanently closed," when in reality it was still active and under review — a contradictory situation that continues to this day.

I have already sent it by email to the address indicated ( petronela.k@casino.guru ) all main documentation: requests, formal notices and official attachments dated between August 4 and October 26, 2025.

I remain available for any further clarification.

Best regards,

SwissPlayer25

Gentile Petronela,

La ringrazio per la Sua risposta e per l’attenzione dedicata al mio caso.

Desidero precisare che già dal 5 agosto 2025 avevo espresso in modo chiaro e inequivocabile la mia volontà di chiudere definitivamente il conto ("Please proceed with the closure of my account").

Inizialmente avevo semplicemente chiesto come poter cancellare il mio profilo, e in risposta mi è stato domandato il motivo. Ho quindi chiarito che desideravo procedere alla chiusura definitiva — una richiesta che, ai sensi delle regole di Responsible Gaming, avrebbe dovuto essere immediatamente eseguita.

Da quel momento non ho più ricevuto alcuna risposta da Cleobetra, nonostante diversi solleciti scritti. Solo dopo il mio contatto diretto con SoftGamings, il 29 ottobre 2025, il conto è stato improvvisamente posto in stato "Under Review".

Il giorno successivo, gli agenti Hue e Peter mi hanno comunicato che il conto era stato "chiuso definitivamente", mentre in realtà risultava ancora attivo e sotto revisione — una situazione contraddittoria che perdura tuttora.

Ho già trasmesso via e-mail all’indirizzo indicato (petronela.k@casino.guru) tutta la documentazione principale: richieste, messe in mora e allegati ufficiali datati tra il 4 agosto e il 26 ottobre 2025.

Resto a disposizione per ogni ulteriore chiarimento.

Cordiali saluti,

SwissPlayer25

Dear SwissPlayer25,

Thank you for your message and for the extensive documentation you have provided. I have carefully reviewed the full correspondence covering the period from 4 August 2025 to 26 October 2025.

To clarify our position and the outcome of this complaint, I would like to summarise the key points below.

1️⃣ Nature of the initial account closure request

• On 4 August 2025, you contacted Cleobetra to ask how your account could be deleted.
• On 5 August 2025, you explicitly requested the permanent closure of your account.

In this initial exchange, the reason provided for the closure was dissatisfaction with the gaming experience. At that stage, the request was not presented as a responsible gambling self-exclusion, nor did it reference gambling harm, loss of control, or addiction.

2️⃣ First reference related to gambling harm

The first time your communication could be interpreted as approaching a gambling-harm context appears on 22 October 2025, when you stated that you had played again and wished to put a definitive end to all gambling activity.

While this reflects a personal decision to stop gambling, it still did not constitute an explicit declaration of a gambling problem or a responsible gambling self-exclusion request at the time of the original account closure request in August.

3️⃣ Why this limits what we can do

This timeline is crucial. Responsible Gambling protections that require immediate and irreversible action apply when a player clearly identifies gambling harm or requests self-exclusion on those grounds at the time of the request.

Because:

• the August request was a voluntary account closure, and
• the references to Responsible Gaming and gambling harm appeared only later, during escalation,

we are unable to retroactively apply responsible gambling rules to the casino’s initial handling of the account closure or to request refunds for gameplay that occurred afterward.

4️⃣ Conclusion

We acknowledge that:

• you requested account closure as early as 5 August 2025, and
• the casino’s communication and handling of the request were inconsistent and delayed.

However, based on the evidence available and the timing of the statements made, there is no procedural or regulatory basis that would allow us to take further action or secure a different outcome in this case.

• To ensure our records are accurate, could you please confirm whether your Cleobetra account is currently still accessible to you (i.e. whether you are able to log in), or if access has now been fully disabled?

Thank you in advance for confirming.

Dear Petronela,

At this point, it is no longer a complaint, but an objective finding of repeated and documented violations by Cleobetra.

I have nothing to "clarify".

I have requested the immediate closure of my account, in accordance with European law and the fundamental principle of Responsible Gaming.

The casino, instead of complying, asked for explanations — an abusive act, not covered by any law, which calls into question the player's very right to say "enough."

A player has no obligation to explain his reasons to a support operator he does not know.

The decision to close an account is, in itself, a legally binding act and cannot be made conditional on a personal explanation.

Demanding justifications or "causes" is a violation of individual freedom and player protection.

From that moment on, any deposit accepted became illicit.

Every euro collected after that date was withdrawn in violation of a revoked consent.

The casino then processed payments without any KYC verification, ignoring its own clauses and international AML regulations.

And if that wasn't enough, in its "Anti–Money Laundering Policy" section Cleobetra even cites the "American 5th Amendment" as a legal reference —

a provision that is totally invalid in the European context.

This detail, in itself, demonstrates the operator's absolute legal incompetence, citing fictitious regulations as if they were law.

The result?

– An account remained active for over a week after a formal warning.

– A reaction only after external intervention by SoftGamings.

– And even today, an account technically "Under Review," not closed.

I am sorry to note that, in this scenario, the only person forced to justify himself is the injured party.

But the truth is simple:

It's not me who broke the law, but the operator.

My communications were timely, traceable, compliant with the law, and fully compliant with GDPR regulations.

Cleobetra, on the other hand, has:

– ignored formal requests,

– accepted deposits after a revocation,

– bonus distributed after a closing,

– and continued to operate without KYC checks.

This is not an extreme case: it is a model.

And a pattern, when it repeats itself, is called a system.

The numerous complaints published by other players confirm the casino's systematic and ongoing non-compliance, which goes beyond my individual case.

If a player who asks to stop is ignored, if deposits are still accepted, and if bonuses are used to reactivate the game… then we are no longer talking about an oversight, but about inducement to play.

And this, Petronela, is forbidden.

In a context of true consumer protection, the dossier should not be "closed due to lack of regulatory basis", but forwarded for compliance investigation.

Because my story, unfortunately, is not an exception — it is a proof.

Best regards,

SwissPlayer25

Gentile Petronela,

A questo punto, non si tratta più di un reclamo, ma di una constatazione oggettiva di violazioni ripetute e documentate da parte di Cleobetra.

Io non ho nulla da "chiarire".

Ho chiesto la chiusura immediata del mio conto, in conformità al diritto europeo e al principio fondamentale del Gioco Responsabile.

Il casinò, invece di eseguire, ha chiesto spiegazioni — un atto abusivo, non previsto da alcuna normativa, che rimette in discussione il diritto stesso del giocatore a dire "basta".

Un giocatore non ha alcun obbligo di giustificare le proprie ragioni a un operatore di supporto che non conosce.

La volontà di chiudere un conto è, di per sé, un atto giuridicamente vincolante e non può essere condizionato a una spiegazione personale.

Pretendere motivazioni o "cause" è una violazione della libertà individuale e della tutela del giocatore.

Da quel momento, ogni deposito accettato è diventato illecito.

Ogni euro incassato dopo quella data è stato prelevato in violazione di un consenso revocato.

Il casinò ha poi effettuato pagamenti senza alcuna verifica KYC, ignorando le proprie stesse clausole e le norme AML internazionali.

E come se non bastasse, nella propria sezione "Anti–Money Laundering Policy" Cleobetra cita persino il "5° Emendamento americano" come riferimento legale —

una disposizione totalmente priva di validità nel contesto europeo.

Questo dettaglio, di per sé, dimostra l’assoluta incompetenza giuridica dell’operatore, che cita norme fittizie come se fossero legge.

Il risultato?

– Un conto rimasto attivo per oltre una settimana dopo una diffida formale.

– Una reazione solo dopo l’intervento esterno di SoftGamings.

– E ancora oggi, un account tecnicamente "Under Review", non chiuso.

Mi dispiace constatare che, in questo scenario, l’unica persona costretta a giustificarsi sia la parte lesa.

Ma la verità è semplice:

non sono io ad aver violato la legge, ma l’operatore.

Le mie comunicazioni sono state puntuali, tracciabili, rispettose del diritto e perfettamente coerenti con la normativa GDPR.

Cleobetra, invece, ha:

– ignorato richieste formali,

– accettato depositi dopo una revoca,

– distribuito bonus dopo una chiusura,

– e continuato ad agire senza controllo KYC.

Questo non è un caso limite: è un modello.

E un modello, quando si ripete, si chiama sistema.

Le numerose denunce pubblicate da altri giocatori confermano una non conformità sistematica e continuativa del casinò, che va oltre il mio singolo caso.

Se un giocatore che chiede di fermarsi viene ignorato, se i depositi vengono comunque accettati, e se i bonus vengono usati per riattivare il gioco… allora non parliamo più di svista, ma di induzione al gioco.

E questo, Petronela, è vietato.

In un contesto di tutela reale del consumatore, il dossier non dovrebbe essere "chiuso per mancanza di base normativa", ma trasmesso per indagine di conformità.

Perché la mia storia, purtroppo, non è un’eccezione — è una prova.

Cordiali saluti,

SwissPlayer25

Pending a clear response to my request for mediation,

I simply wish to share this — not as a complaint,

but as a fraternal warning to all players.

Because sometimes, when you're looking for help,

It's because we've already tried everything.

🇫🇷 "We think we’re playing… but in reality, they’re the ones playing with us."

At first, everything seems normal.

Deposits are made, small gains are made,

The site seems legitimate.

But you should know this:

These offshore casinos want European players.

without respecting any European law.

They want our investments, not our rights.

In regulated casinos, you can protect yourself:

To block oneself, to take a break, to set limits.

In offshore casinos, none of that exists anymore.

No breathing button, no safety, no limit.

And when we start to lose control,

It is often already too late.

Deposits continue to be accepted.

ignored messages

And no one is protecting the player anymore.

Even when you win, they find excuses:

"checks", "missing documents", "internal delays"…

And you wait.

You still believe this will be resolved?

that this time the money will arrive,

that you can offer something to your children…

And then everything collapses.

We think we're playing against machines.

But in reality, they are the ones playing with our lives.

Look at the public complaints:

We are all telling the same story.

For each complaint visible here,

How many players have never dared to write?

How many people contacted support without ever receiving a response?

How many have spent sleepless nights, alone?

to feel guilty about a system that trapped them?

I'm not saying "don't play it".

I say: choose where you play.

Choose a place where you remain free,

where you can say "stop",

where your money doesn't become a weapon against you.

Because with offshore casinos,

You never really win.

We lose — slowly, but surely — until we lose ourselves.

— SwissPlayer25

🇮🇹 "Credi di giocare… ma in realtà sono loro che giocano con te."

All'inizio sembra tutto normal.

I depositi passano, the piccole vincite arrived,

il sito sembra serio.

My bisogna saperlo:

Our offshore casinos are located in Europe,

My non-rispettano nessuna legge europea.

Vogliono le nostre puntate, non i nostri diritti.

The following casino regulations may be protected:

Then block it, take a break, set the limit.

Hai ancora il controllo.

My new offshore casino is nothing more than that.

There is no pressure to breathe, no safety, no protection.

And when you start losing control,

è spesso già troppo tardi.

Continue to accept your deposit,

ignore alarm signals,

perched not hanno anyone interested has protected.

E anche quando vinci,

credimi, non è finita lì.

Find a scusa for non-payment:

"verifiche", "documenti mancanti",

settimane di attesa… poi più nessuna risposta.

E tu, nel frattempo,

thought ancora che si sistemerà,

che magari quella vincita avrebbe cambiato qualcosa,

avrebbe pagato i regali di Natale…

E invece, alla fine, non resta più nulla —

born i soldi, born la fiducia, born la serenità.

Credi di giocare con le slot,

but in real life it's your life.

E se hai dei dubbi,

guarda le denunce pubbliche degli other giocatori.

Leggi cosa recontano: sono semper le stresse storie.

Per ogni reclamo visibile, quanti altri non hanno hanno scritto?

How long have you contacted the assistance if it has happened?

As long as you pass through nothing,

If a system that is damaged is detected?

And when you see the force of the accident,

da soli, nel silenzio?

Non ti dico "non giocare".

Ti dico: scegli dove farlo.

If a pie form is left free,

dove puoi dire "basta",

You must not have a counter-armament.

Perched with an offshore casino

no si vince mai davvero.

If lost, piano piano — finally lose it.

— SwissPlayer25

💬 I sincerely hope that those who claim to defend the players will read these words

with the same attention they claim to give to our protection.

En attendant une réponse claire à ma demande de médiation,

je souhaite simplement partager ceci — pas comme une plainte,

mais comme un avertissement fraternel à tous les joueurs.

Parce que parfois, quand on cherche de l’aide,

c’est qu’on a déjà tout essayé.

🇫🇷 "On croit jouer… mais en réalité, ce sont eux qui jouent avec nous."

Au début, tout semble normal.

Les dépôts passent, les petits gains arrivent,

le site paraît sérieux.

Mais il faut le savoir :

ces casinos offshore veulent les joueurs européens,

sans respecter aucune loi européenne.

Ils veulent nos mises, pas nos droits.

Dans les casinos réglementés, on peut se protéger :

se bloquer, faire une pause, fixer des limites.

Dans les casinos offshore, il n’y a plus rien de tout ça.

Pas de bouton pour respirer, pas de sécurité, pas de limite.

Et quand on commence à perdre le contrôle,

il est souvent déjà trop tard.

Les dépôts continuent d’être acceptés,

les messages ignorés,

et plus personne ne protège le joueur.

Même quand vous gagnez, ils trouvent des excuses :

"vérifications", "documents manquants", "délais internes"…

Et vous attendez.

Vous croyez encore que ça va se régler,

que cette fois l’argent va arriver,

que vous pourrez offrir quelque chose à vos enfants…

Et puis tout s’effondre.

On croit jouer contre des machines,

mais en réalité ce sont elles qui jouent avec nos vies.

Regardez les plaintes publiques :

nous racontons tous la même histoire.

Pour chaque plainte visible ici,

combien de joueurs n’ont jamais osé écrire ?

Combien ont contacté le support sans jamais recevoir de réponse ?

Combien ont passé des nuits blanches, seuls,

à se sentir fautifs d’un système qui les a piégés ?

Je ne dis pas "n’y jouez pas".

Je dis : choisissez où vous jouez.

Choisissez un lieu où vous restez libres,

où vous pouvez dire "stop",

où votre argent ne devient pas une arme contre vous.

Parce qu’avec les casinos offshore,

on ne gagne jamais vraiment.

On perd — lentement, mais sûrement — jusqu’à se perdre soi-même.

— SwissPlayer25

🇮🇹 "Credi di giocare… ma in realtà sono loro che giocano con te."

All’inizio sembra tutto normale.

I depositi passano, le piccole vincite arrivano,

il sito sembra serio.

Ma bisogna saperlo:

questi casinò offshore vogliono i giocatori europei,

ma non rispettano nessuna legge europea.

Vogliono le nostre puntate, non i nostri diritti.

Nei casinò regolamentati puoi proteggerti:

puoi bloccarti, fare una pausa, impostare dei limiti.

Hai ancora il controllo.

Ma nei casinò offshore non c’è più niente di tutto questo.

Nessun tasto per respirare, nessuna sicurezza, nessuna protezione.

E quando inizi a perdere il controllo,

è spesso già troppo tardi.

Continuano ad accettare i tuoi depositi,

ignorano ogni segnale di allarme,

perché non hanno alcun interesse a proteggerti.

E anche quando vinci,

credimi, non è finita lì.

Troveranno una scusa per non pagarti:

"verifiche", "documenti mancanti",

settimane di attesa… poi più nessuna risposta.

E tu, nel frattempo,

pensi ancora che si sistemerà,

che magari quella vincita avrebbe cambiato qualcosa,

avrebbe pagato i regali di Natale…

E invece, alla fine, non resta più nulla —

né i soldi, né la fiducia, né la serenità.

Credi di giocare con le slot,

ma in realtà sono loro che giocano con la tua vita.

E se hai dei dubbi,

guarda le denunce pubbliche degli altri giocatori.

Leggi cosa raccontano: sono sempre le stesse storie.

Per ogni reclamo visibile, quanti altri non hanno scritto?

Quanti hanno contattato l’assistenza senza ricevere risposta?

Quanti hanno passato notti insonni,

sentendosi colpevoli di un sistema che li ha ingannati?

E quanti hanno avuto la forza di denunciarlo,

da soli, nel silenzio?

Non ti dico "non giocare".

Ti dico: scegli dove farlo.

Scegli una piattaforma dove resti libero,

dove puoi dire "basta",

dove i tuoi soldi non diventano un’arma contro di te.

Perché con i casinò offshore

non si vince mai davvero.

Si perde, piano piano — fino a perdere sé stessi.

— SwissPlayer25

💬 J’espère sincèrement que ceux qui prétendent défendre les joueurs liront ces mots

avec la même attention qu’ils disent accorder à notre protection.

Hi SwissPlayer25,

Thank you for taking the time to share your perspective so openly. I understand that this situation is very important to you, and I appreciate the effort you’ve put into documenting your experience and your broader concerns about player protection.

I’d like to clarify a few points calmly and transparently.

After carefully reviewing all of your communication with the casino, it’s important to note that throughout the extensive correspondence you shared, there is no explicit mention of a gambling problem, loss of control, or gambling-related harm at the time of your original account closure request. The request was framed as a wish to close the account, but not as a responsible gambling self-exclusion.

This distinction matters in practice. While a player always has the right to request account closure, casinos also deal with situations where players repeatedly open and close accounts as a way to gain access to additional bonuses or promotions. I am not suggesting that this was your intention, but this is precisely why casinos often ask for a reason when an account closure is requested. It allows them to clearly distinguish between a standard voluntary closure and a responsible gambling situation that requires immediate, irreversible action.

If I understand the situation correctly, your account was eventually closed. However, because a gambling problem or self-exclusion reason was never clearly stated at the time of the request, and only appeared later during escalation, we are unable to apply responsible gambling protections retroactively or take further regulatory action in this case.

As I mentioned earlier, in situations like this, a single clear sentence indicating a gambling problem or a request for self-exclusion on responsible gambling grounds can completely change the course of a dispute and the obligations placed on the casino.

For these reasons, we will be closing this complaint as rejected. I’m sorry that we are unable to help you further in terms of mediation or enforcement. That said, the complaint will remain publicly visible so that other players can learn from it and better understand how to request self-exclusion properly in the future.

Thank you for sharing your experience and for contributing to the wider discussion around player protection.

Best regards,

Petronela

Casino.Guru

We've reopened this complaint as per the player's request. We would like to give this case one more chance to get resolved and help both parties involved to reach a satisfactory conclusion.

Additional comments from the player:

Dear Petronela,

I am not asking for my complaint to be reopened.

I just want the information posted to be complete and correct,

because, as she herself wrote, this case will serve to help other players.

It is therefore important to clarify that in the case of the Polish player —

which led to the refund of PLN 5,700 (approximately EUR 1,348) —

The words "addiction" or "gambling problems" have never been used anywhere in the public discussion.

His first request to close the account was worded exactly like mine:

a simple request to close, ignored by the casino,

followed by further deposits accepted despite previous communication.

Furthermore, the refund granted by Cleobetra was not determined by the subsequent email suggested by Casino Guru,

but from the initial request to close the account.

This is confirmed in the casino's official response, which reads:

"We confirm that you are entitled to a refund of the net amount calculated after your initial closure request."

It is therefore an objective fact: the message "shaped" by Thomas had no direct role in the outcome of the reimbursement.

She keeps claiming that my account has been closed,

but this does not correspond to reality:

My account is currently in Under Review status and therefore technically reactivable at any time.

Also, it did not take into account the fact that my first payment was made without any KYC verification,

a practice clearly not compliant with the AML rules and policies published by Cleobetra itself.

As a result, the casino was never asked to answer legitimate and verifiable questions.

which would have allowed for true mediation, as envisaged by the spirit of Casino Guru.

On your official website, Casino Guru defines its role as that of

"an independent mediation body between players and casinos, created to resolve conflicts in a transparent and impartial manner."

And again:

"Our goal is to ensure that players are heard, and that casinos respond clearly and responsibly."

In my case, however, mediation was never really opened:

the casino was not asked to provide explanations,

and no investigation has been conducted into the apparent discrepancies between its own rules and the documented facts.

I never asked Casino Guru to sanction Cleobetra,

but simply that he intervene for a real mediation,

as the site itself claims to do in the name of player protection.

But apparently, to obtain it, you almost need to provide a tuft of unicorn hair and the authentic signature of a pharaoh. 🪶

Thank you anyway for your time,

and since nothing is moving, I will keep this thread to forward to the press and the relevant authorities.

Maybe this is what will really help players in the end.

Players don't have to learn to use certain words to be protected,

but they must know that there are clear laws, not modifiable by personal interpretations —

neither by the casinos nor by the brokerage platforms.

When a closure request is documented,

and an operator continues to accept deposits,

The violation is not a question of language, but of failure to apply the rules on responsible gaming.

With respect (and a pinch of irony),

SwissPlayer25

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional comments from the player:

Gentile Petronela,

Non sto chiedendo la riapertura del mio reclamo.

Desidero solo che le informazioni pubblicate siano complete e corrette,

perché, come lei stessa ha scritto, questo caso servirà ad aiutare altri giocatori.

È quindi importante chiarire che nel caso della giocatrice polacca —

quello che ha portato al rimborso di 5.700 PLN (circa 1.348 EUR) —

non è mai stata utilizzata la parola "addiction" né "problemi di gioco" in nessuna parte della discussione pubblica.

La sua prima richiesta di chiusura del conto era formulata esattamente come la mia:

una semplice richiesta di chiusura, ignorata dal casinò,

seguita da ulteriori depositi accettati nonostante la comunicazione precedente.

Inoltre, il rimborso riconosciuto da Cleobetra non è stato determinato dall’e-mail successiva suggerita da Casino Guru,

ma dalla richiesta iniziale di chiusura del conto.

Questo è confermato nella risposta ufficiale del casinò, che recita:

« Confermiamo che hai diritto al rimborso dell’importo netto calcolato dopo la tua richiesta iniziale di chiusura. »

È quindi un fatto oggettivo: il messaggio "modellato" da Thomas non ha avuto alcun ruolo diretto nell’esito del rimborso.

Lei continua ad affermare che il mio conto è stato chiuso,

ma questo non corrisponde alla realtà:

il mio account è tuttora in stato Under Review e quindi tecnicamente riattivabile in qualsiasi momento.

Inoltre, non ha preso in considerazione il fatto che il mio primo pagamento è stato effettuato senza alcuna verifica KYC,

una pratica chiaramente non conforme alle regole AML e alle politiche pubblicate dallo stesso Cleobetra.

Di conseguenza, non è mai stata chiesta al casinò una risposta alle domande legittime e verificabili

che avrebbero permesso una vera mediazione, come previsto dallo spirito di Casino Guru.

Sul vostro sito ufficiale, Casino Guru definisce il proprio ruolo come quello di

"un organismo indipendente di mediazione tra giocatori e casinò, creato per risolvere i conflitti in modo trasparente e imparziale."

E ancora:

"Il nostro obiettivo è far sì che i giocatori vengano ascoltati, e che i casinò rispondano in modo chiaro e responsabile."

Nel mio caso, però, la mediazione non è mai stata realmente aperta:

il casinò non è stato invitato a fornire spiegazioni,

e nessuna verifica è stata condotta sulle evidenti discrepanze tra le proprie regole e i fatti documentati.

Non ho mai chiesto che Casino Guru sanzionasse Cleobetra,

ma semplicemente che intervenisse per una vera mediazione,

come il sito stesso dichiara di fare in nome della protezione dei giocatori.

Ma a quanto pare, per ottenerla, serve quasi fornire un ciuffo di peli di unicorno e la firma autentica di un faraone. 🪶

La ringrazio comunque per il tempo dedicato,

e poiché nulla si muove, conserverò questo thread per inoltrarlo alla stampa e alle autorità competenti.

Forse sarà proprio questo, alla fine, ad aiutare davvero i giocatori.

I giocatori non devono imparare a usare determinate parole per essere protetti,

ma devono sapere che esistono leggi chiare, non modificabili da interpretazioni personali —

né da parte dei casinò, né da parte delle piattaforme di mediazione.

Quando una richiesta di chiusura è documentata,

e un operatore continua ad accettare depositi,

la violazione non è una questione di linguaggio, ma di mancata applicazione delle norme sul gioco responsabile.

Con rispetto (e un pizzico di ironia),

SwissPlayer25

Hi SwissPlayer25,

Thank you for your detailed follow-up and for clarifying your position.

There is one point I would like to ask you to clarify, calmly and openly.

• Could you please explain since when, and based on which specific grounds, you believe you are entitled to a refund or any further outcome in this case? I ask this not rhetorically, but to clearly understand your expectations, as entitlement to refunds or corrective action depends on very specific conditions being met.

I would also like to clarify that the complaint was reopened solely because you stated that your account is not closed and remains in an Under Review status. This factual point required verification and justified giving the case one more opportunity for review. It was not reopened on the basis of a confirmed responsible gambling request or a determination of wrongdoing at this stage.

Of course, you are fully entitled to pursue this matter further and to forward the case to any authorities, legal representatives, or other third parties you consider appropriate.

Dear SwissPlayer25,

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.

The requested information is already fully contained in the previous messages as well as in the documents sent.

No specific missing elements have been identified at this stage.

So I have nothing to add.

Les éléments demandés figurent déjà intégralement dans les messages précédents ainsi que dans les pièces transmises.

Aucun élément précis manquant n’a été identifié à ce stade.

Je n’ai donc rien à ajouter.

Hi SwissPlayer25,

Thank you for your message.

Before we can determine whether any further action is possible, I need you to confirm the timeline as currently documented:

Timeline Summary

• 04 August 2025 – You asked how to close/delete your account.
• 05 August 2025 – You requested permanent closure, referring to dissatisfaction with the casino (not gambling harm or loss of control).
• August–October 2025 – The account remained open and deposits were still accepted.
• 22 October 2025 – First message that could be interpreted as distancing yourself from gambling, but not presented as an RG/self-exclusion request at the time of the initial closure request.
• Current status – Account shows as Under Review, not permanently closed.

Please confirm if this timeline is accurate, or specify exactly which point is incorrect.

Regarding the comparison with another case

I also need to clarify that we cannot apply the outcome of a different player’s case to yours.

Every case is evaluated based on the exact wording and timing of what was communicated. If gambling harm was not mentioned in August, we currently have no basis to request a refund for deposits made after that point.

Once the timeline is confirmed, we will know whether further mediation is possible.

Thank you in advance for your reply.

Dear Petronela,

I confirm only the following objective facts:

• On August 5, 2025, I explicitly requested the permanent closure of my account.

• Despite this request, the account remained active for weeks and further deposits were accepted.

• As of today, the account is still "Under Review" and not permanently closed.

The subjective qualification of such facts (dissatisfaction, RG, self-exclusion or other) is not legally relevant for the purposes of the operator's obligation to execute a closure request.

I also note that the account's compliance was compromised even at an earlier stage, as evidenced by the documentation provided, particularly in relation to the lack of KYC verification before the first payment was made.

In light of the above, the central question remains unanswered:

– why the casino did not perform the requested closure;

– on what basis it continued to accept deposits.

We're still waiting to see if mediation will be initiated with the operator on these points, or if there are specific, well-founded reasons not to proceed.

Best regards,

SwissPlayer25

Gentile Petronela,

Confermo esclusivamente i seguenti fatti oggettivi:

• In data 5 agosto 2025 ho richiesto in modo esplicito la chiusura definitiva del mio account.

• Nonostante tale richiesta, l’account è rimasto attivo per settimane e sono stati accettati ulteriori depositi.

• Ad oggi, l’account risulta ancora "Under Review" e non chiuso definitivamente.

La qualificazione soggettiva di tali fatti (insoddisfazione, RG, autoesclusione o altro) non è giuridicamente rilevante ai fini dell’obbligo dell’operatore di eseguire una richiesta di chiusura.

Rilevo inoltre che la conformità dell’account risulta compromessa già in fase anteriore, come emerge dalla documentazione trasmessa, in particolare in relazione all’assenza di verifica KYC prima dell’esecuzione del primo pagamento.

Alla luce di quanto sopra, resta priva di risposta la questione centrale:

– per quale motivo il casinò non abbia eseguito la chiusura richiesta;

– su quali basi abbia continuato ad accettare depositi.

In attesa di sapere se, su tali punti, verrà avviata una mediazione con l’operatore, oppure se vi siano motivi specifici e motivati per non procedere.

Cordiali saluti,

SwissPlayer25

Dear SwissPlayer25,

Thank you very much for your patience and for confirming your position.

At this stage, I will move the complaint to a Resolver - Igor (igor.p@casino.guru) so that we can request one specific outcome from the casino:

To ensure that your account remains permanently closed and cannot be reactivated again.

Based on the documentation received so far, it appears that the account is currently under review rather than fully closed, so our goal now will be to obtain a clear confirmation from the operator that the account will be permanently closed.

To be fully transparent, this complaint will not be negotiated as a request for refunds. Since the original closure request was not framed as a responsible gambling/self-exclusion request at the time, and no gambling-related harm was mentioned until later, we do not currently have a basis to request a reimbursement of deposits.

However, ensuring that the account is not reactivated now or in the future is a reasonable and achievable objective, and we will continue the mediation on that basis.

Thank you in advance for your understanding.

Dear SwissPlayer25,

I am so sorry to hear about your problem with the Cleobetra Casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Cleobetra Casino representative to join this conversation and participate in resolving this complaint.

Dear Cleobetra Casino,

Could you comment on whether the player’s account is permanently closed?

Thank you in advance for providing the information.

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 Casino Guru Team,

Thank you for your follow-up and for mediating this case.

We would like to officially confirm that the player’s account has been permanently closed. We sent a formal notification regarding the permanent closure to the player's registered email address on October 30th.

Please be assured that the account is not under review, but is fully and irreversibly closed, ensuring it cannot be reactivated in the future.

Thank you for your cooperation.

Best regards,

Cleobetra Casino Team

Hello Igor,

Thank you for your follow-up.

In order to be able to send you factual screenshots regarding the actual status of my account after October 30th, could you please confirm the email address to which I can send them directly to you?

Thank you in advance.

Sincerely,

SwissPlayer25

Bonjour Igor,

Merci pour votre suivi.

Afin de pouvoir vous transmettre des captures d’écran factuelles concernant le statut réel de mon compte après le 30 octobre, pourriez-vous me confirmer l’adresse e-mail à laquelle je peux vous les envoyer directement ?

Je vous remercie par avance.

Cordialement,

SwissPlayer25

Dear Igor,

The casino's statement that the account was "permanently closed" is contradicted by the technical status of the account itself, which is still "Under Review," as demonstrated by the screenshots provided (dated December 13 and today).

It is important to clarify an objective and verifiable point:

A truly irreversibly closed account cannot be in "Under Review" status.

If the casino claims that the final closure occurred on October 30th, it is then necessary for it to provide:

– a technical proof of irreversible deactivation of the account, or

– a formal and coherent explanation of why the account continues to appear "Under Review" weeks after it was supposedly closed.

In the absence of such clarification, a serious discrepancy remains between the casino's statements and the documented reality, which cannot be ignored in a mediation procedure.

For the sake of transparency to readers and other players, it is essential that this point be clarified publicly.

Best regards,

SwissPlayer25

Gentile Igor,

La dichiarazione del casinò secondo cui l’account sarebbe "chiuso definitivamente" è smentita dallo stato tecnico dell’account stesso, che risulta tuttora "Under Review", come dimostrato dagli screenshot trasmessi (datati 13 dicembre e odierni).

È importante chiarire un punto oggettivo e verificabile:

un account realmente chiuso in modo irreversibile non può trovarsi in stato "Under Review".

Se il casinò sostiene che la chiusura definitiva sia avvenuta il 30 ottobre, è quindi necessario che fornisca:

– una prova tecnica della disattivazione irreversibile dell’account, oppure

– una spiegazione formale e coerente del motivo per cui l’account continua a risultare "Under Review" settimane dopo la presunta chiusura.

In assenza di tale chiarimento, permane una discrepanza grave tra le dichiarazioni del casinò e la realtà documentata, che non può essere ignorata in una procedura di mediazione.

Per trasparenza verso i lettori e gli altri giocatori, è essenziale che questo punto venga chiarito pubblicamente.

Cordiali saluti,

SwissPlayer25

Dear Cleobetra Casino,

Could you please comment on the fact that, according to the player’s screenshots, the account is "under review"?

Additionally, could you please share any evidence from your system that the player’s account is indeed permanently closed?

Thank you.

Dear Igor,

Thank you for your follow-up.

We would like to inform you that we have just sent an email to your official address containing the requested evidence from our system. The documentation provided confirms that the account was permanently closed on October 29th and that the status mentioned by the player is not present in our records.

We trust this information will be sufficient to clarify the situation and resolve the case.

Best regards,

Cleobetra Casino Team

Dear SwissPlayer25,

The casino has provided additional evidence that your account is indeed closed.

Please check the screenshot in this message and let me know if you consider this sufficient evidence.

You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Dear Igor,

I have carefully reviewed the document provided by the casino.

For the sake of clarity for readers, I would like to clarify what this document demonstrates — and above all what it does not demonstrate:

the document shows a "Closed" status in the casino’s internal management system;

However, the screenshots I sent (December 13th + today's date) show the account in "Under Review" status on the platform;

An administrative status of "Closed" does not equate to a technical and irreversible closure of the gaming account.

⸻

🟧 Technical aspect — why the "proof" is insufficient

A definitive close requires verifiable technical indicators, including:

– platform side profile block

– "non-reactivatable" marking

– wallet deactivation

– inability to access even "Review"

– frontend/backend synchronization

– destruction of the user profile

None of these elements are present in the provided document.

The "Closed" status displayed appears to refer to the suspension of promotional communications, consistent with the account remaining "Under Review" for over two months.

⸻

🟥 Note to readers (and for transparency)

When an operator presents as "permanent closure" what is, technically, a simple administrative flag, it is not a question of mediation: it is a question of reliability.

A serious operator closes accounts.

A smart operator only closes newsletters.

⸻

🟩 Conclusion

On my part there is nothing to add.

The technical data is now publicly documented, and that's what matters.

I thank Casino.Guru – and you personally, Igor – for allowing the thread to reflect the facts.

Best regards,

SwissPlayer25

Gentile Igor,

ho visionato attentamente il documento fornito dal casinò.

Per chiarezza verso i lettori, desidero precisare cosa dimostra — e soprattutto cosa non dimostra — tale documento:

il documento mostra uno status "Closed" nel gestionale interno del casinò;

tuttavia, gli screenshot da me trasmessi (13 dicembre + data odierna) mostrano l’account in stato "Under Review" sulla piattaforma;

uno status amministrativo "Closed" non equivale a una chiusura tecnica e irreversibile del conto di gioco.

⸻

🟧 Aspetto tecnico — perché la "prova" è insufficiente

Una chiusura definitiva richiede indicatori tecnici verificabili, tra cui:

– blocco del profilo lato piattaforma

– marcatura "non riattivabile"

– disattivazione del wallet

– impossibilità di accesso anche in "Review"

– sincronizzazione frontend/backend

– distruzione del profilo utente

Nessuno di questi elementi è presente nel documento fornito.

Lo status "Closed" mostrato sembra riferirsi alla sospensione di comunicazioni promozionali, coerente con il fatto che l’account sia rimasto "Under Review" per oltre due mesi.

⸻

🟥 Nota per i lettori (e per trasparenza)

Quando un operatore presenta come "chiusura definitiva" ciò che è, tecnicamente, un semplice flag amministrativo, non è una questione di mediazione: è una questione di affidabilità.

Un operatore serio chiude gli account.

Un operatore furbo chiude solo le newsletter.

⸻

🟩 Conclusione

Da parte mia non c’è nulla da aggiungere.

Il dato tecnico è ora documentato pubblicamente, e questo è ciò che conta.

Ringrazio Casino.Guru – e personalmente te, Igor – per aver permesso che il thread rifletta la realtà dei fatti.

Cordiali saluti,

SwissPlayer25

Dear SwissPlayer25,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Igor P