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Hi! On Wednesday 18/6 I made a withdrawal of 5000 euros, on Monday 23/6 I made a withdrawal of another 5000 euros and it usually takes 1-2 business days to get the money into my bank account. But after a couple of days I emailed Qbet support because I thought it was strange that the money had not been in my account. They promised me via email on Wednesday that I would receive an updated answer within 48 hours, but I still haven't heard anything even though I emailed them several days with transaction history from my bank that I had not received any money. On Thursday 26/6 I made another withdrawal of 8000 euros. So now I am waiting for a total of 18,000 euros. I have used the same bank transfer with the same account number since before, have never played with bonus money and there has never been any problems with Qbet casino before. Please, please, can you help me? I really want my money immediately that I managed to win. All the transactions are also listed as successful. I have photos of all the transactions and which games I won the money on. Hope you can help me / Sara

Hej! Onsdagen 18/6 gjorde jag ett uttag på 5000 euro, måndagen 23/6 gjorde jag ett uttag på 5000 euro till och det brukar ta 1-2 vardagar att få in pengarna på mitt bank konto. Men efter ett par dagar mejlade jag Qbet support för jag tyckte det var konstigt att pengarna inte kommit in på mitt konto. Dom lovade mig i onsdags via mejl att inom 48 timmar skulle jag få uppdaterat svar, men har fortfarande inte hört något trotts att jag mejlat dom flera dagar med transaktions historik från min bank att jag inte mottagit några pengar. I torsdags 26/6 gjorde jag ett uttag till på 8000 euro. Så nu är det totalt 18.000 euro jag väntar på. Jag har använt samma bank överföring med samma konto nummer sedan tidigare, har aldrig spelat med bonus pengar och det har aldrig tidigare strulat med Qbet casino. Snälla snälla kan ni hjälpa mig? Jag vill verkligen ha mina pengar omgående som jag lyckats vinna. Alla transaktionerna står även som sucessfull. Jag har foto på alla transaktioner och på vilka spel jag vunnit pengarna på. Hoppas på att ni kan hjälpa mig / Sara

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi! Qbet support contacted me this morning and announced that my 2 withdrawals of 5,000 euros were = 10,000 euros have been returned to my gaming account due to: withdrawal attempt was unsuccessful due to a backend issue.

so now today I have made a new withdrawal of my 10,000 euros which I am waiting for to be approved. On Thursday, June 26, I made an additional withdrawal of 8,000 euros which I asked qbet support about today, and they confirmed that the money would arrive in my bank account today at the latest. If not, I will again send a transaction withdrawal status from my bank that I have not received my money. This does not feel good at all because no money reaches my bank account and I have to wait many extra days. I do not understand what is happening, it has never messed up before and everything has worked. I hope I get all my money immediately as I am entitled to. I have an email from qbet that all winnings are approved. / Sara

Hej! Qbet support hörde av sig imorse och meddelade att mina 2st uttag på 5000 euro var = 10.000 euro blivit tillbaka skickade till mig spel konto på grund av: withdrawal attempt was unsuccessful due to a backend issue.

så nu har jag idag gjort ett nytt uttag på mina 10.000 euro som jag väntar på ska bli godkänt. I torsdags 26 juni gjorde jag ett ytterligare uttag på 8000 euro som jag frågade qbet support om idag, och dom bekräftade att pengarna senast skulle komma in på mitt bank konto idag. Om inte ska jag åter igen skicka transaktion uttag status från min bank att jag inte mottagit mina pengar. Detta känns inte alls bra eftersom inga pengar når mitt bank konto och jag får vänta många extra dagar. Förstår inte vad som händer, det har aldrig strulat tidigare och har allting fungerat. Hoppas jag får alla mina pengar omgående som jag är berättigad till. Jag har mejl från qbet att alla vinster är godkända. / Sara

Dear player, thank you for the information provided. Please update us on any further developments.

I promise I will! I really hope this gets resolved as quickly as possible!

Det lovar jag att göra! Hoppas verkligen detta löser sig så snabbt som möjligt!

Hi! Unfortunately my 8000 euros never arrived during the day today as Qbet wrote they would. So now I have just emailed them the transaction withdrawal from my bank. Why is it messing up like this? Please is there anything you can do to help me get my money? Now I am waiting for a total of 18,000 euros and I have been waiting for the first withdrawal since June 18. Now the process is being extended all the time. I hope this is expedited so I get my withdrawals. Regards Sara

Hej! Tyvärr kom aldrig mina 8000 euro in under dagen idag som Qbet skrev att dom skulle göra. Så nu har jag precis mejlat dom transaktions uttag från min bank. Varför strular det såhär? Snälla finns det något ni kan göra för att hjälpa mig att få mina pengar? Nu är det totalt 18.000 euro jag väntar på och första uttaget har jag väntat på sedan 18 juni. Nu förlängs processen hela tiden. Jag hoppas detta skyndas på så jag får mina uttag. Mvh Sara

Dear player, have you received any of the money yet? If so, how much and when?

Do you currently have any pending withdrawals in your account? If yes, could you confirm the amounts and the dates those withdrawals were requested?

Hi! Last Saturday I made a new withdrawal of 8000 euros (which they had sent back to my gaming account) today I received them in my bank account thank goodness!

but! On Wednesday, July 2, I made a withdrawal of 10,000 euros which was approved in the evening. Unfortunately, this money has not arrived, I have emailed Qbet support since Saturday that my 10,000 euros have not arrived and today I emailed them that my 8,000 has arrived but my 10,000 euros are still missing. I have also sent transaction history from my bank. But they are not answering me. So I hope that they will pay out my remaining money immediately. / Sara

Hej! I lördags gjorde jag ett nytt uttag på 8000 euro ( som dom hade skickat tillbaka till mitt spelkonto) idag fick jag dom på mitt bank konto tack och lov!

men! I onsdags 2 juli gjorde jag uttaget på 10.000 euro som blev godkänt på kvällen. Dessa pengarna har tyvärr inte kommit in, jag har mejlat Qbet support sedan i lördags om att mina 10.000 euro inte nått fram och idag har jag mejlat dom att mina 8000 kommit in men mina 10.000 euro saknas fortfarande. Jag har även skickat transaktions historik från min bank. Men dom svarar inte mig. Så jag hoppas att dom betalar ut mina pengar som är kvar omgående. / Sara

And to clarify the 10,000 euros I'm waiting for, I made a withdrawal on June 18 of 5,000 euros and a withdrawal on June 23 of 5,000 euros, which they sent back to my gaming account on July 2 and I had to make the withdrawal to 10,000 again on July 2. So I've been waiting for this money ever since.

Och för att förtydliga dom 10.000 euro jag väntar på så gjorde jag ett uttag 18 juni på 5000 euro och ett uttag 23 juni på 5000 euro, som dom 2 juli skickade tillbaka till mitt spelkonto och jag fick göra om uttaget till 10.000 den 2 juli igen. Så dessa pengarna har jag väntat på sedan dess.

Dear player, is the withdrawal you submitted on July 2nd still in pending status, or has the casino provided any updates or changes to its status since then?

Hi! Yesterday I received the money into my bank account! So thank goodness I finally got all my money back! / Sara

Hej! Igår fick jag utbetalt pengarna till mitt bank konto! Så tack och lov har jag äntligen fått tillbaka alla mina pengar! / Sara

Dear player,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru