The player from Finland had deposited 1000 euros but did not get the chance to play before her account was unexpectedly blocked, despite having received prior confirmation of verification. She sought the return of her deposit, feeling that it had been unjustly confiscated. The Complaints Team had communicated with the casino, which stated that the player's KYC verification had failed due to alleged submission of fake documents. However, it was confirmed that any remaining funds in her account were returned. The issue was marked as resolved, with the player acknowledging the resolution.
Qbet Casino - Player’s account has been blocked.
Amount: €1,000
Qbet Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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2 months ago
Good afternoon. This is just horror, not a casino! I registered with them. I made a deposit of 1000 euros! I didn't even have time to play anything, I just made a deposit!After that, I received a letter to my email asking me to undergo verification. I sent all the documents, to which I received a reply that everything is fine, my account is verified!
And then suddenly a letter arrives without any reason without anything that my account is blocked! For no reason at all! I haven't even played anything yet, I just made a deposit. And these fraudsters just took and stole my deposit of 1000 euros
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2 months ago
Dear rabek27,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Qbet Casino. Please allow me to ask you a few questions to clarify the situation.
Could you please specify if this was the first time you created an account in this casino?
Have you submitted all the correct personal information during registration? Have you entered the same personal information into your casino account as you have on your identification documents?
Please forward me the emails you received from the casino after verification as well as the account closure at veronika.l@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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2 months ago
So I provided all the correct information, my documents, my photos with documents, everything they asked for, I gave them everything!
So this is my first account with them!!
I also mailed you all the letters I received from them!
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2 months ago
Thank you for your email.
When you made a deposit to the casino, did you use a payment method that belonged solely to you?
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2 months ago
Thank you very much, rabek27, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.
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2 months ago
Hello there,
Thank you rabek27 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Qbet Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.
Thank you!
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2 months ago
Dear, I was in contact with the casino representative and was told you provided them with a fake ID, fake address, and fake phone number therefore, the KYC verification failed. However, I was told any remaining funds in your account were returned, let us know if that is the case. Thank you in advance!
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2 months ago
How is it a fake number or document? I can reset everything the same to you! I sent everything real! And they didn't give me anything back! Let them return my deposit that I made and that's it! I don't want to have anything to do with them anymore!
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2 months ago
they are scamming! they didn't return any money! let them give the txid of the transaction to you
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2 months ago
Dear rabek27, would it be possible to provide me with the documents you used for verification? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!
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2 months ago
Dear rabek27, can you make sure you have sent the email? I have checked my email but have not received the document mentioned above. Thank you in advance!
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1 month ago
Dear rabek27,
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,
Peter
