The player from India had her account blocked by Qbet after her selfie holding her Aadhar card was rejected as forged. Despite having provided real and authenticated documents verified by the Indian government, the account was closed without any questions being asked. The player attempted to resolve the issue by communicating with the casino and supplying additional documents. However, after reviewing the case and considering the industry standards for KYC and AML, we agreed with the casino's decision to close the account due to the detection of most likely forged documents. The complaint was therefore closed as rejected.
Qbet Casino - Player's account has been closed after rejected ID verification.
Amount: 11,000 INR
Qbet Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 months ago
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4 months ago
I wanted to report a issue with the qbet at they have rejected by selfie with holding my id they said my document is forged and it is causes document but I want to clear the issue
Dear qbet i submitted my aadhar holding picture as you said it is forged document but it not a forged document I want clear your issue if you can see my id which was uploaded it was my child pic on Aadhar card which was not update in my aadhar card without asking any question you directly blocked my account it wrong you have to unlock my account now the documents was fully real with approved by govt of india document from uidai.gov.in website
They have verified my ID and bank statement but when I provided the selfie with my aadhar card they have rejected and close my account without asking any question I am real I provided real authenticate document which I to get from the UIDAI Government website I hope casino Guru will be help me to resolve this query
Dear casino Guru I am providing my all my document which I send it to the qbet you can also check it it is my child pic and they have clearly rejected it and taken my all my money and closed by account so please help me to resolve this query if you ask any real document I will provide you from the UIDAI Government website I will download the period PDF and upload it here if you need it please tell me I will upload real and authenticate document my all my documents are real I am not a false user why I will survive as a producer I am not a fraud user I am a real user which do active gameplay in the casino and casino is not providing me my withdrawal
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4 months ago
Hello Ajay9289,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Qbet Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? All documents were accepted but not the selfie? How much is your current real money balance on your casino account? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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4 months ago
Since 5 days verification on going. All the documents were accepted as you see verification tick on document but not selfie id has my child hood image current balance is 11000 inr ..i spoke to casino yesterday 
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4 months ago
Hello Ajay9289,
Is there any document which could server for the verification - passport, driver's license or anything similar?
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4 months ago
Yes i have my aadhar card and pan card both are issued from government of India
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4 months ago
Hello Ajay9289,
Did you forward all those documents to the casino? Did you try to contact their e-mail support? If yes, please forward the communication between you and the casino to nikolas.b@casino.guru.
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4 months ago
They said you breach the terms and condition so we will not talk they are answering but i know i am real user i provided authenticated document by UIDAI Government of India
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4 months ago
I don't understand casino guru doesn't help me any query till this this case they haven't proper helped me casino guru not useful for me i think you guys not help customer you guys only want to make money through affiliate my experience was so bad with casino guru i filled so my complaint or they close matter or they doesn't properly respond
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3 months ago
Hello Ajay9289,
I would still require from you to send the communication between you and the casino to nikolas.b@casino.guru.
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3 months ago
Hi nick unable to provide you chat history due to account blocked
but i got some emails from qbet i can provide screenshot
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3 months ago
Thank you Ajay9289 for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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3 months ago
Hello Ajay9289,
I'm Michal, and I have taken over your complaint. After carefully reviewing the information and evidence provided, I regret to inform you that I am no longer able to pursue this case.
It is an industry standard that all players must provide valid original documents held in their name for KYC and AML purposes. Providing false, edited, or forged documents, as it appears to be in this case, is unacceptable in any casino. If this is detected, casinos have the right to cancel the withdrawal and permanently close the player's account. We agree with the casino's reasoning, as communicated to you by their team via email.
Given these circumstances, I cannot assist you further, and this complaint will now be closed as rejected.
Best regards,
Michal
Casino Guru
