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The casino has closed my account, I have 700€ remaining in my balance, and an ongoing game worth 120€. Now, I am not even allowed to log in for a mere 10 minutes to sort everything out. I haven't even been given a reason for the closure of my account.

Das Casino hat mein Konto geschlossen, ich habe noch 700 € Guthaben auf meinem Konto und auch ein angefangen Spiel in Höhe von 120€. Jetzt darf ich mich nicht mal 10 Minuten einloggen um das alles zu erledigen. Ein Grund für die Schließung meines Konto habe ich auch nicht bekommen

Dear Laurentiu,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? 
• Which games you’ve been playing (live casino games, slots, or sports betting)? 
• Were your winnings accumulated with or without an active bonus, please?
• If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

Hello, my account was opened over 2 months ago. No verification was necessary for my account. I played slot machines and I won even without a bonus

Hallo, mein Konto ist schon über 2 Monate eröffnet worden. Für mein Konto war keine Verifizierung notwendig. Ich habe Spielautomaten gespielt und die gewinnen waren auch ohne Bonus

Hi Laurentiu,

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

Thank you.

Hello, I sent you everything

Hallo, ich habe Ihnen alles geschickt

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

Hello Laurentiu,

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 account closure and clarify the situation?

Thank you in advance.

Respectfully,

Michal

I should get my remaining balance from the casino but so far I have not received anything and no one answers the emails

Ich sollte mein Restguthaben von das Casino bekommen aber bis jetzt habe ich nichts bekommen und auf die Emails antwortet keiner

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 Laurentiu,

I have been in contact with a casino representative outside of this thread, and I was informed that you were in contact with the casino and that you were informed about the reason for the account closure. Could you comment on this?

Hello, they only informed me that my account was closed, I have not yet received the remaining balance. They closed my account on 29.05 and now they are asking me for a bank statement from 01.05

Hallo, die haben mich informiert nur dass mein Konto geschlossen wurde, die restlichen Guthaben habe ich bis jetzt noch nicht bekommen. Die haben mein Konto am 29.05 geschlossen und jetzt forde die von mir Kontoauszug von 01.05

Did you comply with the casino's request and provide them with the requested bank statement?

I can only provide a bank statement from 29.05 to now, but it is empty and the casino is now asking for a bank statement from the beginning of May to now. The casino does not need to see my transactions from before. I also requested confirmation that they transferred the money, but I have not received anything

Ich kann nur Kontoauszug von 29.05 bis jetzt zur Verfügung stellen, aber diese ist leer und das Casino fordert jetzt ein Kontoauszug von Anfang Mai bis jetzt. Das Casino muss nicht meine Transaktionen von vorher sehen. Ich habe auch eine Bestätigung angefordert dass die das Geld überwiesen haben, aber ich habe nichts bekommen

Dear Laurentiu,

The casino is asking for your bank statements so they can confirm that all of the transactions are legitimate and in order and also that there is no fraud or other illegal activity going on.

You not willing to cooperate with the casino is only prolonging the whole process. Please provide the casino with the requested documents.

Hello, I have already sent this to the casino but I don't get an answer

Hallo, das habe ich den Casino bereits geschickt aber ich bekomme kein Antwort

Thank you for the quick reply.

Dear Qbet Casino,

Can you confirm that you have received the documents from the player?

The casino is now asking me for a bank statement dated May 25, 2024, even though my account was not closed that day.

Das Casino fordert jetzt von mir noch Kontoauszug aus 25.05.2024 obwohl an dem Tag mein Konto nicht geschlossen war.

Dear Laurentiu,

Please, provide casino with the required documents so we can move forward in this case.

Hello, I have already submitted this request but I am not getting any more information. First of all I have more than €600 in my account and now I am not even getting the €360 like the casino said. They keep asking for other documents so that they don't send my money.

Hallo, diese habe ich bereits gestellt aber ich kriege kein Info mehr. Erstmal habe ich mehr als 600€ auf dem Konto und jetzt bekomme ich nicht mal die 360€ wie das Casino gesagt hat. Die fordern immer wieder andere Unterlagen damit sie mein Geld nicht schicken.

Dear Laurentiu,

I have been informed by the casino representative that the casino has already been in contact with you regarding this issue, and that they have informed you of the reason why your account has been closed. Can you confirm this fact?

Hello, no he didn't give me a reason. They don't want to transfer my remaining balance even though I have already sent all the documents

Hallo, nein hat er mir kein Grund gesagt. Die wollen jetzt meine Restguthaben nicht überweisen obwohl ich alle Unterlagen schon geschickt habe

The casino has now debited €471 from my bank account and is no longer responding

Das Casino hat jetzt von meinem Bankkonto 471 € abgebucht und jetzt antwortet nicht mehr

Dear Laurentiu,

I have asked the casino representative to comment on this issue, I will be informing you here.