Cleobetra Casino - 閉鎖リクエストにもかかわらず、プレイヤーのアカウントは引き続きアクティブです。

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.

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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 [email protected] 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