Cleobetra Casino - Se ha retrasado el pago de las ganancias del jugador.

Hello dear Casino Guru Team,

I have been waiting for my Celobetra payouts for 13 days now and the support team keeps telling me that they will be processed soon.

KYC verification was not required.

Best regards, Florian

Hallo liebes Casino-Guru Team,

ich warte nun schon seit 13 Tagen auf die Auszahlungen bei Celobetra und werde vom Support immer wieder vertröstet, dass bald ausgezahlt wird.

Eine Kyc Verifizierung wurde nicht gefordert.

Viele Grüße, Florian

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 PasoBet,

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

Dear PasoBet,

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.

Hello Karla,

I am still waiting for all payments. None have been processed.

Greetings, Florian

Hallo Karla,

nach wie vor warte ich auf alle Auszahlung. Es wurde keine durchgeführt.

Grüße, Florian

Dear PasoBet, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

Hello Karla,

Here are my answers:

1. These are the first payouts; no payouts have been successful before (see screenshot).

2. No verification has been requested so far, which is why I haven't been able to do it.

3. I chose the sports first deposit bonus and fulfilled all the wagering requirements according to the official rules. Currently, no bonus is active.

4. I mainly bet on sports.

5. I sent the details of the casino transaction via email.

Best regards, Florian

Hallo Karla,

folgend meine Antworten:

1. Dies sind die ersten Auszahlung, davor hat noch keine Auszahlung erfolgreich stattgefunden (siehe Screenshot)

2. Es wurde bisher keine Verifizierung verlangt, weshalb ich diese auch nicht machen konnte.

3. Ich hab den Sport Ersteinzahlungsbonus gewählt und diesen komplett nach den offiziellen Regeln umgesetzt. Aktuell ist kein Bonus aktiv.

4. Ich habe hauptsächlich auf sport gewettet.

5. Den Verlauf mit dem casino habe ich per Mail geschickt.

Viele Grüße, Florian

Dear PasoBet,

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, Romi, (romana.r@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,

Karla Mayfly

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Cleobetra Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Cleobetra Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Dear all,

thank you for contacting us.

We kindly inform you that issue has been forwarded to our relevant department and they will check as soon as possible what exactly is required from the customer so the withdrawals can get processed.

We appreciate your understanding and patience.

Best Regards,

Team Cleobetra

Hello,

I was then asked to verify my identity, which I did immediately. All the requested documents were accepted except for my transaction history.

For this purpose, I submitted the transaction history and additional confirmation from my payment provider. I also sent the documents to kyc@cleobetra.com sent.

Furthermore, my payment provider responded that this practice was sufficient for verification with other customers:

"Dear Florian Pasler, Thank you for contacting Skrill customer support."

If a merchant requires confirmation of a customer's prepaid card and/or a specific payment made with that card, we advise our customers to download their transaction history from their account for the relevant day (this is possible for up to one year retrospectively). We also provide an official document that clearly proves card ownership. This procedure has been in place for some time and is running smoothly. Customers then forward the card confirmation and transaction history to the merchant, thus resolving the issue. Unfortunately, it is not possible to make exceptions, change the procedure for individual customers, or provide a new type of document that is not currently offered.

We hope you find this information helpful.

Best regards,

Galina"

Thank you for the review.

Greetings

Hallo,

Ich wurde nun zu einer Verifizierung aufgefordert, was ich auch direkt gemacht habe. Ale geforderten dokumente wurden angenommen bis auf die Historie meiner Transaktionen.

Hierzu habe ich die Transaktionshistorie + die zusätzliche Bestätigung meines Zahlungsdienstleisters eingereicht. Zusätzlich habe ich die Dokumente an kyc@cleobetra.com gesendet.

Darüberhinaus noch die Antwort meines Zahlungsanbieters, dass diese Praktik zur Verifizierung bei anderen Kunden ausreichend war:

"Sehr geehrte/r Florian Pasler,Vielen Dank, dass Sie mit der Kundenbetreuung von Skrill in Kontakt getreten sind.

Wenn ein Händler eine Bestätigung über eine der Prepaidkarten des Kunden und/oder über eine bestimmte Zahlung mit dieser Karte benötigt, raten wir unseren Kunden den Verlauf vom jeweiligen Tag selbst vom Konto herunterzuladen (bis ein Jahr rückwirkend ist das für ihn möglich) und stellen wir zusätzlich ein offizielles Dokument bereit, das den Kartenbesitz eindeutig beweist. Diese Prozedur ist bei uns schon lange eingeleitet und wird reibungslos geführt und verwendet. Die Kunden leiten danach die Kartenbestätigung und den Verlauf dem Händler weiter und somit wird das Anliegen gelöst. Es besteht leider keine Möglichkeit Ausnahmen zu machen, die Prozedur für einzige Kunden zu ändern oder eine neue Dokumentenart bereitzustellen, die nicht angeboten wird.

Wir hoffen, Sie finden diese Information hilfreich. 

Mit freundlichen Grüßen,

Galina"

Vielen Dank für die Prüfung.

Grüße

Thank you, Cleobetra Casino, for the update.

Dear user,

Please let us know how the verification goes.

Thank you.

Best regards,

Romi

Hi Romi,

The documents for the transaction history are still being rejected via the app (I can't even upload one of them).

I sent both via email 3 days ago, but have not received a response.

The remaining documents were accepted.

Greetings, Florian

Hallo Romi,

die Dokumente für die Transaktionshistorie werden per App nach wie vor abgelehnt (eines davon kann ich gar nicht hochladen).

Beides habe ich per Mail vor 3 Tagen gesendet, jedoch keine Rückmeldung erhalten.

Die restlichen Dokumente wurden akzeptiert.

Grüße, Florian