Cleobetra Casino - Se ignora la solicitud de cierre de cuenta del jugador.

Title: Urgent request to close account and refund – unacceptable behavior by Cleobetra

For the past 4 days, I've been emailing Cleobetra Casino, requesting permanent self-exclusion due to serious gambling issues. Instead of helping me and honoring my request, they keep sending me promotional emails, trying to pressure me into making another deposit!

I clearly stated that I wanted to permanently close my account, but not only did they refuse to do so, they even offered me €40 with no deposit to convince me to stay and continue playing!

This behavior is grossly irresponsible, unfair, and contrary to all responsible gaming policies. I asked for help and immediate closure, not bonuses or incentives to play more.

I demand the immediate permanent closure of my account and the refund of all deposits made in the last few days, since I clearly communicated my desire to self-exclude.

If the situation is not resolved immediately, I will contact the relevant authorities and report the casino's behavior to all player protection platforms.

Titolo: Richiesta urgente di chiusura conto e rimborso – comportamento inaccettabile di Cleobetra

Da 4 giorni sto inviando email al casinò Cleobetra chiedendo l’autoesclusione permanente per seri problemi di gioco, ma invece di aiutarmi e rispettare la mia richiesta, continuano a mandarmi email promozionali per spingermi a depositare ancora!

Ho scritto chiaramente che desideravo chiudere definitivamente il mio account, ma loro non solo si sono rifiutati di farlo, bensì mi hanno addirittura offerto 40€ senza deposito per convincermi a restare e continuare a giocare!

Questo comportamento è gravemente irresponsabile, scorretto e contrario a qualsiasi politica di gioco responsabile. Io ho chiesto aiuto e chiusura immediata, non bonus o incentivi a giocare di più.

Pretendo l’immediata chiusura definitiva del mio account e il rimborso di tutti i depositi effettuati negli ultimi giorni, dato che ho comunicato chiaramente la mia volontà di autoesclusione.

Se la situazione non viene risolta immediatamente, mi rivolgerò alle autorità competenti e segnalerò il comportamento del casinò a tutte le piattaforme di tutela dei giocatori.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Have you sent your first self-exclusion request from this casino on October 12?

Have you responded in any way to the email you received from the casino on October 13?

Have you made any deposits since you first requested to be self-excluded? If so, please specify the dates and amounts deposited.

Have you passed the full KYC verification?

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

Best regards

Veronika

I confirm that I sent the first self-exclusion request on October 12th.

The next day, I responded to the email I received from the casino, unfortunately falling for the offer of €40 to continue playing. This led me to deposit more of my own money, even though I had already requested to close my account.

In total, I deposited around €200 after my self-exclusion request, without receiving any support from the casino, despite contacting live chat several times to request immediate account closure.

Finally, I have never been asked for any KYC verification during this period.

confermo che la prima richiesta di autoesclusione l’ho inviata il 12 ottobre.

Il giorno successivo, ho risposto all’e-mail ricevuta dal casinò, lasciandomi purtroppo abbindolare dall’offerta di 40 euro che mi è stata proposta per continuare a giocare. Questo mi ha portato a versare ulteriori soldi miei, nonostante avessi già chiesto la chiusura del conto.

In totale, ho depositato circa 200 euro dopo la mia richiesta di autoesclusione, senza ricevere alcun tipo di supporto dal casinò, nonostante abbia contattato anche la chat live più volte per chiedere la chiusura immediata del conto.

Infine, non mi è stata mai richiesta alcuna verifica KYC in questo periodo.

Thank you for your reply.

So, on October 12, you submitted your first self-exclusion request.

On October 13, the casino responded by offering you a bonus, which you accepted.

When exactly did you make the additional deposits to the casino, and when did you send the subsequent self-exclusion requests?

Has your account been blocked in the meantime? If so, please specify the exact date your self-exclusion took effect.

The additional deposits were made on the same day I received the bonuses. I subsequently requested self-exclusion again on the 13th, sending no less than five emails. The self-exclusion was only actually activated on the 13th, after numerous reports I had received, which, however, had not been taken into account previously. This delay meant I made additional deposits in the meantime.

I depositi aggiuntivi sono stati effettuati lo stesso giorno in cui ho ricevuto i bonus. Successivamente, ho richiesto nuovamente l’autoesclusione in data 13, inviando ben cinque email. L’autoesclusione è stata effettivamente attivata solo il 13, dopo le mie numerose segnalazioni, che però non erano state prese in considerazione in precedenza. Questo ritardo ha comportato che nel frattempo effettuassi ulteriori depositi di denaro.

According to the available evidence, you submitted your self-exclusion request on October 12, and the casino closed your account on October 13. Please note that, in most casinos, self-exclusion requests are handled manually by the responsible departments. This process requires some time to ensure requests are handled appropriately and with the necessary attention.

From our perspective, Cleobetra Casino acted promptly and restricted your account access within a reasonable timeframe. Therefore, the casino cannot be held responsible for the deposits you made during the request-processing period.

As a result, you are unfortunately not eligible for a refund of these deposits. Regrettably, I have no choice but to reject your complaint as unjustified.

Best regards

Veronika

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