Bet Cleo Casino - Die Rücknahme des Spielers hat sich verzögert.

In May 2026, I made a €20 deposit and successfully verified my account by providing all required documents. My ID verification was accepted, and the casino confirmed that my documents were in order.

A few days after my deposit and account were verified, I requested a withdrawal of €250.

I've been waiting for over a month since then.

During this time, I contacted BetCleo numerous times via email and live chat. Unfortunately, I only received generic responses such as:

"We apologize for the delay"

"Your case has been considered a priority"

"As soon as we receive an update, we will contact you."

Despite these repeated assurances, I have not received payment, an estimated completion date, or an explanation for the delay.

The casino never informed me that I had violated any rules or requested any additional documentation. They simply continued to delay my withdrawal without providing any meaningful information.

I have been trying to resolve this matter directly with the casino for over a month without success.

I childishly ask Casino Guru to help me resolve this dispute and get my legitimate payout paid.

Thank you very much for your help.

Sincerely,

Agnieszka

W maju 2026 r. dokonałem wpłaty w wysokości €20 i pomyślnie zweryfikowałem swoje konto, dostarczając wszystkie wymagane dokumenty. Moja weryfikacja tożsamości została zaakceptowana, a kasyno potwierdziło, że moje dokumenty są w porządku.

Kilka dni po weryfikacji mojego depozytu i konta poprosiłem o wypłatę €250.

Od tego czasu czekam już ponad miesiąc.

W tym czasie wielokrotnie kontaktowałem się z BetCleo za pośrednictwem poczty elektronicznej i czatu na żywo. Niestety otrzymałem tylko ogólne odpowiedzi, takie jak:

„Przepraszamy za opóźnienie"

„Twoja sprawa została uznana za priorytetową"

„Jak tylko otrzymamy aktualizację, skontaktujemy się z Tobą."

Pomimo tych wielokrotnych zapewnień nie otrzymałem wypłaty, nie otrzymałem szacunkowej daty zakończenia ani wyjaśnienia opóźnienia.

Kasyno nigdy nie poinformowało mnie, że naruszyłem jakiekolwiek zasady, ani nie zażądało żadnych dodatkowych dokumentów. Po prostu nadal opóźniają moją wypłatę, nie podając żadnych znaczących informacji.

Próbowałem rozwiązać tę sprawę bezpośrednio z kasynem przez ponad miesiąc, ale bez powodzenia.

Dziecinnie proszę Casino Guru o pomoc w rozwiązaniu tego sporu i uzyskaniu zapłaty mojej uzasadnionej wypłaty.

Dziękuję bardzo za pomoc.

Z poważaniem,

Agnieszka

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.

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 made any successful withdrawals from this casino before?
• Could you please specify what types of games you played to accumulate your winnings? Were they slots, live casino games, or sports betting?
• Did you accumulate your winnings with or without a bonus? If you played with a bonus, please send me a link or a screenshot of it.

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

Hello Veronika,

Thank you for your reply and for taking my complaint.

Here are my answers:

No, I have never successfully made a withdrawal from BetCleo Casino. This is my first withdrawal request.

I played online slot games only. I did not play live casino games or sports betting.

My winnings came from the casino's Welcome Bonus No. 1. Unfortunately, I no longer have a screenshot of the bonus offer.

After receiving the bonus, I played according to the bonus terms and requested my withdrawal only after completing the required wagering.

My account was fully verified, and the casino confirmed that all my documents were accepted. Since then, I have been waiting for my withdrawal of €246 for more than one month.

I have contacted the casino many times by email and live chat, but I have only received general replies such as "Your case is a priority" and "We will contact you as soon as we have an update." No explanation or payment has been provided.

I am happy to provide any additional information if needed.

Thank you very much for your assistance.

Kind regards, Agnieszka

Dear Barbi1

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,

Veronika

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 Barbi1,

Thank you for reaching out to us.

After further review of your case we can confirm that your last withdrawal request was in January 2026, which was successfully complete.

As we can see above you are mentioning: BetCleo Casino, kindly note that you are currently connected to CLEOBETRA Casino.

We hope this helps to clarify the case.

Kind regards,

Cleobetra Team

Dear Cleobetra Casino Team,

Thank you for your response.

Could you please clarify the relationship between Cleobetra Casino and BetCleo? The player referred to BetCleo in the complaint, while the registration page appears to redirect to Cleobetra. We would appreciate your clarification as to whether these brands operate under the same platform or company.

Thank you in advance for your cooperation.

Dear Casino Guru Team,

Thank you for your assistance.

I believe there has been a misunderstanding in my complaint.

My complaint concerns BetCleo Casino only. It does not concern Cleobetra Casino. These are two different casinos.

I do not understand why Cleobetra Casino has responded to my complaint or why my case appears to have been forwarded to them.

I kindly ask you to ensure that my complaint is handled by the correct casino operator, BetCleo Casino, as my issue is entirely related to BetCleo.

Thank you for your help, and I look forward to your response.

Kind regards, Agnieszka

Dear All,

Thank you for your reply.

As already mentioned by the player there was a misunderstanding.

We are not in any connection to the other mentioned casino.

We can see that this complaint was opened for CLEOBETRA (see above in the description), which is why it was forwarded to us.

However, the costumer is referring to another casino which we do not have any information about and cannot assist.

We recommend to open a complaint with the casino in question.

Thank you for your understanding.

Kind regards,

Cleobetra Team

Dear Agnieszka,

Thank you for your patience, and I sincerely apologize for the confusion. Due to an internal mistake on our side, your complaint was assigned to the wrong casino representative. I would also like to apologize to the Cleobetra Casino team for the misunderstanding.

I have now reassigned the complaint to the correct casino, BetCleo Casino.

As BetCleo Casino does not have a representative on our platform, I will contact them directly via email outside of this public thread and request their cooperation in resolving your case.

I will keep you informed here as soon as I receive any response or new information from the casino.

Thank you for your understanding and patience.

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.