Cleobetra Casino - Povlačenje igrača je odloženo.

The casino is not processing the payout and is just putting me off.

Das Casino führt die Auszahlung nicht aus und vertröstet mich nur.

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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.

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Hello,

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 better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Could you please share a screenshot of your payout request or your recent communication with the casino discussing the delay? Send the evidence to my email at tomas@casino.guru or post screenshots here.

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

Best regards,

Tomas

Hello Tomas

• No, no payouts have been made in the past.
• No, according to the casino, verification is not currently required.
• Yes, screenshot attached.

Thank you very much

Hallo Tomas

• Nein noch keine Auszahlungen in der Vergangenheit durchgeführt.
• Nein eine Verifizierung ist laut Mitteilung vom Casino momentan nicht nötig.
• Ja Screenshot hier anbei.

Besten Dank

I now had to upload the verification documents.

As proof of deposit, I have uploaded the email screenshot, since I deposited using an analog Paysafe PIN and therefore do not have a bank statement.

Ich musste nun die Verifizierungsdokumente hochladen.

Als Einzahlungsbestätigung habe ich den Email-Screenshot hochgeladen, da ich per analogem Paysafe-Pin eingezahlt habe und daher keinen Kontoauszug habe.

Thanks for the information provided and for the update.

• Were your documents accepted?
• If you believe our involvement is necessary in your case, please forward your interaction with casino support regarding any recent issue.

Send the information to my email at tomas@casino.guru. You can provide more context here in the complaint thread or via email.

Looking forward to your reply.

No, it hasn't been accepted yet. I'm just being put off.

Nein es wurde noch nicht akzeptiert. Ich werde nur vertröstet

Now they're even denying that I submitted the documents…

Jetzt leugnen sie sogar, dass ich die Dokumente eingereicht habe…

The documents simply aren't being checked!

Die Dokumente werden einfach nicht überprüft!

Here too, I cannot submit a bank statement, as I deposited using an analog Paysafe PIN.

Auch hier kann ein keinen Kontoauszug einreichen, da ich mit analogen Paysafe Pin einbezahlt habe.

Thanks for your replies.

Could you please explain how the verification request was communicated to you?

Do you have access to your player's account currently?

Please let me know.

Not at all, I just happened to see that KYC documents are required.

Yes, I have access to the account.

Gar nicht, ich hatte dies zufälligerweise gesehen, dass die kyc Dokumente gefordert werden.

ja ich habe Zugriff aufs Konto

Dear PascalH,

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, Barbora (barbora.p@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,

Tomas

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Cleobetra Casino representative to join this conversation.

Dear Cleobetra Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Casino Guru,

The player’s account is currently pending verification approval from the relevant department.

Once approved, we will proceed accordingly.

Kind Regards,

Cleobetra Team

Thank you for the update. We appreciate your cooperation and will wait for the verification process to be completed. Please keep us informed of any changes or progress.

Dear Casino Guru,

We have been advised that:

Client needs to upload transaction history of Paysafe for October in original PDF file showing all transactions.

Kind Regards,

Cleobetra Team

As I've mentioned countless times, I don't have such a history because I used a physical Paysafe PIN for deposits. I bought this Paysafe card at a supermarket.

Wie bereits x-fach erwähnt habe ich keine solche Historie, da ich einen analogen Paysafe PIN zur Einzahlung verwendet habe. Diese Paysafe habe ich in einem Supermarkt gekauft.

Dear Cleobetra Casino,

Thank you for your update.

The player has confirmed that the deposit was made using a physical Paysafe PIN purchased in-store, which means that a Paysafecard transaction history PDF is not generated for this type of deposit and therefore cannot be provided.

To proceed with the verification, could you please clarify which alternative documents the player is allowed to submit in this situation?

Thank you in advance for your cooperation.

Dear Casino Guru,

The player’s account has been successfully verified, and we have initiated the processing of their withdrawals.

Kind Regards,

Cleobetra Team

Yes, but now I have a new problem:

Now it's saying that I have to wager my deposit before I can withdraw it. That can't be right, since I already wagered my deposit a long time ago.

Ja aber nun habe ich ein neues Problem:

Nun zeigt es an, dass ich meine Einzahlung zuerst umsetzen muss bevor ich abheben kann. Kann ja nicht sein, da ich meine Einzahlung schon längstens umgesetzt habe.

Dear Cleobetra Casino,

The player has reported a new issue. Although you have confirmed that the account is verified and that the withdrawal is being processed, the player now sees a message in their account stating that the deposit must be wagered before withdrawal is allowed.

According to the player, the deposit was already fully wagered a long time ago.

Could you please clarify why this wagering requirement is appearing at this stage and confirm whether the player’s deposit has indeed been fully wagered?

Thank you in advance for your cooperation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear PascalH,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Barbora