Qbet Casino - Player's account closed with remaining balance and active game.

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

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.

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

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?

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?

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.

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?

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.

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?

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

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.

Dear Laurentiu,

The casino informed me that there was no deduction of €471 from your account. Would you be able to provide any evidence to support your claim?

Anbei

Dear Laurentiu,

Thank you for the provided evidence. I am waiting for the casino's reaction. I will let you know when I have any updates.

Dear Laurentiu,

I have been informed by the casino that your account was suspended due to fraud. Also, I have been told that you have made a lot of chargebacks on purpose, and also that you are not willing to provide the requested documents to the casino. By their words, you have already been informed about this fraud by the casino.

Hallo, ich habe keine Rückbuchungen beantragt, diese habe ich bereits der Casino schon geschickt. Nachdem mein Konto gesperrt wurde, hat das Casino neue Buchungen beantragt und von mein Konto abgebucht. Mein bank wird diese klären

The casino informed me that they are unable to debit any money from the player's account. If you have any more evidence of this happening, please, post it here or send it to michal.v@casino.guru

Die Beweise habe ich hier vor 2 Wochen bereits geschickt.

Dear Laurentiu,

I have asked the casino outside of this thread to provide further evidence I will let you know with any updates.

I am still investigating, and I am setting the last timer. Your patience is greatly appreciated.

Dear Laurentiu,

I was informed by the casino that you have made several chargebacks on your account. I was also provided evidence which confirms this fact. The casino has informed you that your account was closed due to fraud. You have made 7 chargebacks in total. Due to these circumstances, that being violation of the casino's terms and conditions multiple times, we can not help you in this case.

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.