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Cleopatra - casino refusing to verify my account


Resolved - Both the submitting complainant and Cleopatra Casino have informed us that this issue has been resolved and the player has received their funds.

Read our Cleopatra Casino Review.

Player's Complaint

Hello, I am reaching out because I have done everything in my power to verify my account at Cleopatra casino but they are refusing to help me.

I have sent them:

-My Id - verified

-my Proof of adress- Verified

-a selfie - verified

after that I was told my account was verified... only to be told by email a few days later they needed something else

-Selfie with a handwritten note- verified

Once again my account was verified and hours later they requested the same note with me winking on the image.

-Winking ID selfie - verified

I requested a withdrawal and again it was rejected.

The casino now started askign for a source of wealth.

I told them I deposited BTC so I sent them my most recent incomming bitcoin transaction which they did not appprove. I then sent them a payslip from my job at the bank where it indicated my yearly revenue, my hourly rate and everything else a pay slip has on it... It was rejected... they simply said it could not be used and again asked for a source of wealth.

I logged in to a previous casino I played using Bitcoin and sent them a screenshot of my withdrawal from that casino... it was also refused...

I don't know what else to send this casino. I understand that every online casino has it's own verification procedure and it is within their rights to ask the players for documents, but I feel like i'm being treated unfairly given all the information and documentation I have provided. I do not understand how my pay slip from my job is not a acceptable as a document when it clearly shows my revenue and total earning year to date.

I ask you to please help me with the casino and establish a communication as to what they want and what is acceptable for them because I don't know what else to provide.

Read the casino review

4 Responses

User icon
May 21, 2020

Hi aucl89tt - welcome to!

I'll contact the operator and see what we can find out for you.



User icon
May 27, 2020

Hi aucl89tt,

Cleopatra Casino inform us that you will be paid shortly. We would appreciate it if you could confirm when you receive your funds.



User icon
May 27, 2020

Hello, I have received the payment in full.

Thank you so much for your help.

User icon
May 29, 2020

Hi aucl89TT,

Thanks for letting us know - it is appreciated!


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aucl89TT consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Cleopatra
  • Curacao eGaming
  • Direx N.V.

May 21, 2020

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