The German player's account was closed without any explanation. They have a remaining balance of 700€ along with an active game worth 120€, but weren't given any chance to sort things out.
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.
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.
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
Hi Laurentiu,
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
Thank you.
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
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
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
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
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.
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.
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
The casino has now debited €471 from my bank account and is no longer responding