The player from the Netherlands had reported difficulties in obtaining a list of his deposits and had faced account closure. The user stated that he had registered and verified his account around February or March of that year, and had played slots without active bonuses. The player's issue revolved around lost deposits and an inability to receive a list of his transactions. He claimed to be registered with Cruks, a gambling control system in Netherlands, and accused the casino of still allowing him to play despite this. The casino, however, held a Curaçao license and did not share a registry with Cruks. The user's account had been blocked, but he insisted on obtaining a list of his transactions and a refund for his losses. We were unable to assist with the refund request as it was based solely on his registration with Cruks and there was no evidence of the casino being informed about his gambling problem. Furthermore, we lacked the legal authority to compel the casino to provide a comprehensive report of the player's deposits and withdrawals. As such, the complaint was deemed unjustified and was rejected.
Qbet Casino - Player's account has been blocked.
Amount: €9,900
Qbet Casino
Safety Index:HighUnjustified complaint
REJECTED
Case summary
No way to get a list
of the deposits i did when l play they bann my account when i ask about the reason they ley people play wile they registered in cruks they close my account
Dear C078,
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
Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
Could you please clarify what the disputed amount entails? Is it comprised of your accumulated winnings that are currently inaccessible in your blocked account, or does it pertain to lost deposits?
Lost deposits but i say to them im registered in cruks and they let me also play and register on there web site they say we follow the rules of the ksa when i talk about the cruks they say after all whe not a part of cruks and they do not refund becaus its completely legal to let dutch people play
Could you kindly clarify whether you explicitly notified this casino about your gambling problem and whether your request for self-exclusion was disregarded? It's crucial to understand that without a proper notification to the casino regarding your gambling issues, we are unable to provide any assistance in this matter.
No they do not working with cruks and they know about it i say in live chat that im registered but they say no problem at all
Unfortunately, Qbet Casino doesn't share the registry with the Cruks as they hold Curaçao license.
Control your gambling behavior with a gambling stop
No longer in control of your gambling behavior? Then take a gambling stop. The gambling stop applies to gambling sites, arcades and casinos with a Dutch license. The gambling stop always lasts at least 6 months. Cruks is a list of players who take a betting stop.
When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings Qbet Casino,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is xxx
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
Please send another email to support@Qbet.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.
In the meantime, you also have the option to utilize our Self-Exclusion Assistance Tool. This tool allows 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.
they blocked my account already but i want the list of the deposits and withdraw i make also want a refund of the losses i got wile im registered in cruks
other casinos didt it as well
I'm sorry but if your refund request is solely based on your registration with the Cruks we won't be able to assist. We would help if you informed this casino about your gambling problem and your account was kept accessible. Is there any supporting evidence that this is the case?
Dear C078,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Regrettably, we are unable to fulfill your request for a comprehensive report of your deposits and withdrawals from the casino. Casinos are typically not required to store and provide this specific data, and we lack the legal authority to compel them to change their policy in this regard.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
You work together with these casinos and probably have influence on this. You can probably arrange for them to send me a list of the transactions.
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
