The player from Germany faced account closure and had around 1000 Euros in long-term bets open. Despite being pre-verified for withdrawals and initially depositing smoothly, his account became inaccessible, and support did not provide clear reasons or solutions. The player sought assistance regarding the status of his pending funds and clarification from the casino. The Complaints Team contacted the casino to gather more information about the player's situation, but the complaint was ultimately rejected due to insufficient insight into the sports betting issue.
Qbet Casino - Player's account has been blocked.
Amount: €1,000
Qbet Casino
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Case closed
Our verdict
Other
REJECTED
Case summary
2 months ago
Public
Public
2 months ago
Translation
Dear Ladies and Gentlemen,
I have been banned from the casino mentioned here and now. However, I still have around 1000 Euros in long-term bets open (which usually run until the middle of next year). After registering, everything went smoothly, and I could deposit easily via Flexepin (no other method was used). I was also pre-verified for potential withdrawals. Unfortunately, I lost roughly 2500 Euros at the beginning, and a withdrawal has never been processed. So, taking money in works without any issues.
At the beginning of last week, I found myself unable to log in, and it said that the account is closed. I contacted the chat support, who either had no answer or did not want to respond. Consequently, I reached out to support via email. Up to now, I am still unaware of the reason behind this, as none has been provided.
Upon inquiry, they only briefly mentioned that there are issues with the Flexepin payment. I have no idea what the problem is or how it can be resolved, as they provide no information whatsoever.
My account was temporarily reactivated to process the payout of the now invalidated long-term bets. Any other functionality was unavailable on the account. All bets were also canceled, and the stake was credited, but the 4 bets of 50 Euros each, totaling 200 Euros, were not credited since it was allegedly bonus funds, which is absolutely untrue.
The initial bonus was quickly lost, and subsequent deposits were made without any bonus and the long-term bets placed. A bonus long-term comparison doesn't make any sense, as the bonus must be used within 30 days, which is impossible for long-term bets. The account was immediately closed again after the payout of the 800 Euros.
Despite having explicitly mentioned in an email that the 200 Euros are still pending.
I have tried to resolve this with support, but their responses are unacceptable and only come every 2-3 days.
I therefore request your assistance and clarification.
Automatic translation:
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2 months ago
Dear Marcel2504,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.
Were you able to withdraw your entire balance after the casino decided to close your account?
Did you receive any email from the casino after your account was blocked? What notification do you see on your screen when you try logging into your casino account?
Could you please explain how many times has your casino account been suspended and why?
Could you please specify what types of games you played? Were they slots, live casino games, or did you participate only in sports betting?
Would it be possible for you to send me the screenshot of your bonus history, or has the access to your account been revoked again?
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
Translation
Hello,
Thank you for your support.
The account was blocked out of nowhere without any real reason being given or even after asking.
Then it was released and an email explained that the bets were considered invalid. It is clear that this is all the bets - I was able to take screenshots of them. However, the betting slips themselves could not be viewed. It is clear that 998 euros were settled as bets. However, only 798 euros were credited.
The other 200 euros that were declared invalid were deducted as credit because it was supposedly bonus money. But this is definitely not true.
A bonus was used at the beginning but then it was lost relatively quickly, as was the credit, which meant it was 0.00 euros.
Several deposits were made without a bonus and also without success.
Then make new deposits and place long-term bets.
A deposit with a bonus would make no sense at all since the bonus has to be wagered within 30 days according to the terms and conditions.
The transaction history of the cancellation is attached, it does not show that the bonus was money, because it wasn't.
After the withdrawal of the 798 euros (before I had nothing at all) and the explicit email that it was not bonus money, the account was immediately closed and I no longer have access and do not receive any more emails.
There were almost only sports betting and minimal casino slots
The bonus history is unfortunately not sendable because there is no access but it would be visible there or from the betting slips directly I think
Automatic translation:
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2 months ago
Thank you for the update.
As you might know, our forum Casino. Guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time, I will be forced to reject your complaint.
Thank you very much for your understanding.
Best regards
Veronika
