Complaint #4 Cleobetra Casino

Amount cashback sport wrong

By Riko92

7 months ago

Hello

I have a problem with the sports cashback for losses from the week of October 13 to 19, 2025. During that week, I lost approximately €1,900 in sports betting. I deposited €670. I could have withdrawn more than €1,500, but unfortunately, I placed sports bets and lost, which I accept responsibility for.
I was counting on the 10% sports cashback on losses this Monday, October 20, but unexpectedly, I only received €67.

The site calculated the rate based on deposits, even though the cashback bonus conditions are very specific. Cashback is calculated based on losing sports bets minus withdrawals, minus bonuses received, minus the balance.

So I should have received €170, not €67. So, I'm missing €100.

I contacted the site, but they wouldn't listen. They told me they applied the 10% bonus to my deposits. However, this isn't what the bonus terms and conditions stipulate, and all other sites that offer this cashback also apply it to losing sports bets.

I therefore request a correction and payment of the additional amount I haven't received, i.e., €100.

Thank you for your help.

Disputed Casino Cleobetra Casino

Reason Bonus terms violation

Amount €67

Discussion

AskGamblers

• Support Team

6 months ago

Dear @Riko92,

The AskGamblers Complaint Team kindly asks you to confirm if you have in the period 13-19 of October deposited 517EUR, placed sport bets on the amount of 2965,19EUR from which you won 1151,82EUR and lost 1822,82EUR?

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

AskGamblers

• Support Team

6 months ago

Dear all,

Kindly note that the AskGamblers Complaint Team requested additional explanation from the Cleobetra Casino team as we failed to understand the calculation.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Cleobetra Casino

• Representative

6 months ago

Dear All,

We have presented the forum and the customer with the formula of calculating the Weekly Sport Cashback as stated in our Terms and Conditions with certain numbers and the amount of the cashback is correctly credited from our side.

Let us know if anything else is needed.

Best regards,
Cleobetra.com

Riko92

7 months ago

Hello, thank you all for your cooperation. Cleobetra Casino misinterpreted the cashback bonus terms and conditions, which should have been applied to losing sports bets, not just deposits. I think we'll find a solution. Sincerely,

Cleobetra Casino Complaint Stats

Resolved 5 / 5

Avg. Amount $6,580

Avg. Complaint Duration 20 days

Avg. Response Time 2 days

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