The player from the Netherlands reports that his account was closed without valid reasoning, despite being registered with Cruks. The casino is unresponsive via live chat and only replies to a different email address, and they have denied the request to reopen the account.
Qbet Casino - Player’s account has been closed due to his CRUKS registration.
Amount: €9,900
Qbet Casino
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Case opened
Current status
Waiting for player to reply
1d 15h 33m 19s
Case summary
5 days ago
Public
Public
6 days ago
Translation
A while ago, I created an account here, but my account was closed for an invalid reason. They stated that when I am registered with Cruks, it should not be a problem, which is why I started playing here.
Now they have closed my account and are no longer responding in the live chat, only to a different email address. When I asked for compensation, they said they do not work with Cruks.
When I requested my account to be reopened, they said it couldn't be done because of Cruks.
Automatic translation:
Public
Public
5 days ago
Dear C078,
Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing.
Please note that Qbet Casino does not have access to the CRUKS register, as it is only available to gambling establishments with a Dutch license. However, when you informed the casino about your self-exclusion through the Dutch licensing authority, it was indeed a good decision to permanently close your account in line with responsible gambling policies.
That said, we can request refunds of your lost deposits only if you had explicitly informed the casino about your gambling addiction and they continued to allow you to deposit, play, and lose without blocking your account.
Could you kindly confirm whether you requested self-exclusion from Qbet Casino before making any deposits? This information will help us proceed further with your case.
Looking forward to your reply.
Best regards,
Veronika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
C078 has 1d 15h 33m 19s to reply
