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Hello,

I registered with Qbet and blocked my account there after heavy losses. I asked for reimbursement of my losses as I am a highly addicted gambler. Qbet does not respond to messages. They don't answer any emails. I was completely desperate and created a new account with incorrect information and lost a lot of money again. Meanwhile, I sent more emails, but Qbet didn't respond again. At some point my account was blocked. But even now, after several months, no way to contact Qbet. Neither via live chat nor via email. The registered emails were:

[sensitive information removed by Casino.Guru admin]

Hallo,

Ich registrierte mich bei Qbet und habe dort nach hohen Verlusten mein Konto gesperrt. Ich bat um Erstattung meiner Verluste, da ich hochgradig Spielsüchtig bin. Auf Nachrichten geht Qbet nicht ein. Sie beantworten keinerlei E-Mails. Ich war komplett verzweifelt und erstellte ein neues Konto mit falschen Daten und verlor wieder viel Geld. Währenddessen schickte ich weitere E-Mails, doch Qbet reagierte wieder nicht. Irgendwann wurde mein Konto dann gesperrt. Aber auch jetzt nach mehreren Monaten keine Möglichkeit mit Qbet Kontakt aufzunehmen. Weder über live Chat noch über E-Mail. Die registrierten E-Mails lauteten:

[sensitive information removed by Casino.Guru admin]

Dear Psicho,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Qbet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise when you informed the casino about your gambling problem and when was your account blocked?
• Have you received any correspondence from the casino whatsoever?
• When exactly have you registered a new account?
• Please send me the relevant correspondence between you and the casino regarding the issue to my email at tomas@casino.guru

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

Best regards,

Tomas

Hello,

I have sent the reply to your email address.

Hallo,

Ich habe die Antwort an Ihre Email-Adresse gesendet.

Thanks for your patience.

We believe casinos should offer a mechanism of permanent self-exclusion to the player that informs the casino about their issues and not allow them to gamble them further.

If the casino acted to protect you based on your request, we can't ask them to refund you and the previous deposit you made before informing them.

I understand this is frustrating, but the casino can only protect you if you use your own details when registering an account.

Providing incorrect personal information when making registration means the casino can't protect you, what is more, you are breaking the rules of the casino in such a manner we can't argue in your favor.

Please let me know if there are any other circumstances we haven't considered, otherwise we'll close your complaint.

Hello,

The casino had all my details. Only the first name was different

! Same address, same last name, same bank details. If casino player protection was important, you wouldn't have let me deposit! They know exactly what they're doing. Plus all the emails I wrote. I have received a response from the hundreds of emails I have written. The deposits with the second account could have been prevented, but Qbet didn't care. Sure, they make their profit from sick people like me. But just as a gesture of goodwill, a refund or at least a partial refund would be appropriate. Despite my illness, they enriched themselves twice from me and no one can tell me that they didn't know that!

Hallo,

Das Casino hatte all meine Daten. Lediglich der Vorname war anders

! Gleiche Adresse, gleicher Nachname, gleiche Bankdaten. Wenn das Casino Spielerschutz wichtig wäre, hätten Sie mich nicht einzahlen lassen! Die wissen doch genau was Sie tun. Zudem die ganzen E-Mails die ich geschrieben habe. Ich habe von hunderten E-Mails, die ich geschrieben habe, eine Antwort erhalten. Die Einzahlungen mit dem zweiten Konto, hätten verhindert werden können, aber Qbet hat das nicht interessiert. Klar, die machen ihren Profit mit kranken Menschen wie mir. Aber allein aus Kulanz, wäre eine Erstattung oder zumindest ein Teil, angemessen. Die haben sich trotz meiner Krankheit zweimal an mir bereichert und mir kann niemand erzählen, dass die das nicht wussten!

I am sorry we could not be of more help on this occasion.

Preventive measures are mandated only by some licensing authorities, which unfortunately doesn't apply to you in this situation. In all other cases, you need to inform the casino about a problem, so that they can act to protect you. Even so, such measures won't work if you don't use your truthful and accurate personal information when registering an account.

Providing fake information when registering will make it impossible for you to verify an account and withdraw winnings, and will give casinos an excuse not to return your deposits, you'll lose your money without any possibility of a positive outcome.

Please understand that this casino is not licensed under a German license and your Oasis registration is not applicable outside casinos licensed in Germany.

I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

I'll await your reply.

I have brought to this casino's attention several times that I am addicted to gambling. They let me keep playing. I have no idea what needs to happen for someone to help me. Some time ago I lost over €500 on ditobet. Before I could do that, I alerted the casino in the live chat to block me immediately, but they didn't help either.

I would open a new case and it's about mystake. I couldn't verify myself. The mystake system rejected my verification because I have gained 30kg and have a full beard. Mystake doesn't care either and doesn't respond to emails. Could you help with that? Otherwise I'll leave it alone with a complaint.

Ich habe dieses Casino mehrmals darauf aufmerksam gemacht, dass ich spielsüchtig bin. Die haben mich weiterspielen lassen. Ich habe keine Ahnung, was geschehen muss, dass mir jemand hilft. Vor einiger Zeit, habe ich bei ditobet über 500€ verspielt. Bevor ich das konnte, habe ich das Casino im live Chat darauf aufmerksam gemacht, mich sofort zu sperren, auch da wurde nicht geholfen ihrerseits.

Ich würde einen neuen Fall eröffnen und zwar geht es da um mystake. Ich habe mich nicht verifizieren können. Das System von mystake hat meine Verifizierung abgelehnt weil ich 30kg zugenommen habe und einen Vollbart trage. Auch mystake interessiert das nicht und reagiert nicht auf Mails. Könnten Sie dabei helfen? Sonst lasse ich es direkt bleiben mit einer Beschwerde.

I understand this must be very difficult for you.

We deal with complaints on a case-by-case basis. Please submit a complaint for each casino you have issues with separately. We'll publish them as soon as possible.

If you informed the casino and they blocked your original account, that is what we would expect a casino to do. Casinos won't be able to protect you from gambling if you use fake credentials. Please let me know how this particular casino is letting you gamble, so we may try to assist.

My first account was blocked, but the second one wasn't! They knew about my illness and still let me continue playing. You know as much as I do that they make their profit from sick people. I'm absolutely in the right here, just like the previous complaints, but you're doing nothing. The providers don't do anything voluntarily, we both know that.

Mein erstes Konto wurde gesperrt, das zweite aber nicht! Die wussten von meiner Erkrankung und haben mich trotzdem weiterspielen lassen. Sie wissen doch genauso wie ich, dass die ihren Profit mit kranken Menschen machen. Ich bin hier absolut im Recht, genauso wie bei den vorherigen Beschwerden, aber Sie tun nichts. Die Anbieter machen gar nichts freiwillig, das wissen wir beide.

Thank you very much, Psicho, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Psicho,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Qbet Casino,

Could you possibly provide additional information regarding the player's requests and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Thank you very much. I'll wait and see if the casino gets in touch.

Dankeschön. Ich warte mal ab, ob sich das Casino meldet.

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.

Dear Psicho,

I am trying to get in touch with the casino internally. I will let you know here with any updates. Your patience is greatly appreciated.

Thank you very much

Dankeschön

Dear Psicho,

The casino has confirmed that you have used fake data to create another account, which was immediately closed after you mentioned your gambling addiction, as would be the correct procedure. The casino had acted rightfully because by providing incorrect credentials while registering, you have prohibited the casino from instantly closing your account and therefore protecting you and your money.

As my colleague Tomas has mentioned above, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.