Bet Cleo Casino - Zahtev igrača za povlačenje je odložen.

Nothing worse for customer than being ignored ane lied to - that's what happened to me at BetCleo casino. Soon it will be 1month since I made withdrawal request and it remains pending. One month that is much longer than 2-5 days stated in the terms and conditions that i have accepted. Every time I contact customer service, I keep being sent away, promised to get the update on my withdrawal on Monday - it's been few Mondays since and I still have no reply with its status, i got instead same messages, constantly repeating - "we working on it" or "it's up to payment department and they are busy at the moment", promising that my case has been now treated as priority and passed to relevant team to investigate. Since few days, my messages started being ignored on customer service chat. Absolutely out of respect - I have fulfilled all requirements, successfully passed all verifications that were requested by them from me - i just want to be treated and served with respect and honesty. Still waiting for someone to sort it out.

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 Semaden88,

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.

• Do I understand correctly that your account is fully verified?
• Have you accumulated your winnings with or without an active bonus?
• Could you please clarify the exact date and amount of your requested withdrawal?
• Have you made any successful withdrawals before?

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

Best regards,

Jean

Hi there, thank you for your answer. I want to confirm, my account has been successfully verified even before I made a request of withdrawal. I also have no active bonuses on my account and the money I tried to withdraw were balance funds, not bonus balance. I made my request on 11 of May so it's been a month! This is first time I made a request of withdrawal with BetCleo.

Thank you for the clarification.

Have you used a deposit bonus before?

Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Have you reached out to customer support regarding the delay in withdrawals? If you have any relevant correspondence with the casino, please post screenshots or you can email them to jean.s@casino.guru.

Yes, i have contacted them several times and still the same. I sent you an email with all screenshots. I've never used any deposit bonus within their website.

Anna

Dear Semaden88

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, Munya, (munya.s@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 Semaden88,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Bet Cleo Casino to join this conversation and assist in addressing the complaint.

Dear Bet Cleo Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant 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.

Semaden88

I have tried to contact the casino repeatedly but have not succeeded. I am afraid there is little that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints may encourage the casino to change its approach. If the casino decides to respond, we will reopen the complaint and notify you by email. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry I could not be of more help on this occasion.

Best regards,

Munya Shumba