The player from Germany had deposited money on June 18th, but had neither received a refund nor had the funds credited to her account. Despite assurances from support, it had been 4 days with no resolution and no responses to her emails. After extensive communication with the casino and the Complaints Team, the issue was resolved, and the deposit was credited to her player account. The player expressed gratitude for the assistance provided by the Complaints Team throughout the process.
Qbet Casino - Player’s deposit not credited.
Amount: €14
Qbet Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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4 months ago
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I made a deposit on June 18th which was debited, but I have still not been refunded or credited my money. I keep being told that it would be there in 2 days, which they assure me. Now it's been 4 days, and I'm only getting excuses from support saying it has been forwarded and other excuses. I want my money back and I don't want to deposit another cent there. Nothing is being done, and I haven't received any email from this scammy casino despite sending multiple emails. Nothing.
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4 months ago
Dear Miri0201,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate but bear in mind that it’s a complicated process that might take approximately one month. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.
If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account.
I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
Best regards,
Tomas
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4 months ago
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No, the money was debited and my bank says there are no problems. I have just deposited the same amount at WinShark and it wasn't even there in a minute. It has nothing to do with my bank. This isn't the first time I've paid online. I wash every day. I can happily show you that I have just deposited at WinShark and the money was there straight away. Bitkingz spinsamurai strange why only there. No, I won't deposit any more money at Qbet. Just empty promises. They promised me it would only take 2 days and then they'd pull. They just make excuses.
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4 months ago
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If it had something to do with my bank why does it work everywhere except there I can send them pictures as proof from other casinos immediately
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4 months ago
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And thank you very much for your kind support
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4 months ago
I fully understand your concern.
In situations like this, it may take some time for the funds to be located and refunded to your bank account or credited to your casino account. As the matter is not entirely in the hands of the casino, I will set the timer for an additional 22 days to allow the transaction one full month to clear. If there’s no development by then, we will intervene. Let’s stay positive and hope for some good news regarding your deposited funds. Thank you in advance for your patience and understanding.
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4 months ago
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I have already called my bank and the money was there straight away but then I played with several people. Should I prove it to them? It has nothing to do with my bank and it is not the first time I have paid in. This should not happen in an online casino. I beg you, why did it only happen there? I have not had it for 10 days. They should refund it from their own money. My lawyer says that since something like this happened they should refund everything. This should not happen. One day is OK, two, but 10 days.
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3 months ago
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I still haven't received my money today, as I already told you, it's a fraud casino and very bad support that's completely ripping me off, please see for yourself, it's confirmed that the payment failed and will be refunded, nothing happens in one to two days, I wrote another email every time, now I get the same response, send the screenshot so we can follow up on the case, they do this on purpose, it was already communicated that it would be refunded, now not anymore, I've not received any replies, 100 times just the same email, they act stupid, that's not acceptable, please see for yourself
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3 months ago
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I told them at the beginning that they were lying but they didn't believe me. You see, there is plenty of proof of it. Every time they ask for my screenshot and they just lie. It's not a normal, reputable casino to withhold money like that in the hope that I'll give up. That's not right. A casino like that should be blacklisted and gone. It's absolutely unbelievable that people withhold their money.
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3 months ago
Thanks for your replies, Miri0201.
Asking for a bank statement in this situation is common practice for the casino to confirm the amount hasn't been returned yet.
- Could you please confirm that your deposits weren't credited to your casino account or refunded?
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3 months ago
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I can confirm that it was neither credited to my casino account nor refunded to me although the email was OK 1-3 days later again just excuses they had received a new account statement from me every time already several times and always just the same answer
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3 months ago
Thank you very much, Miri0201, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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3 months ago
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Thank you very much for your efforts, I still haven't received it today. Why was the security index rated high when it is actually zero. Several customers are writing here to complain that their payments have been withheld.
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3 months ago
Dear Miri0201,
I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
Additionally, could you please provide your bank statement covering the period from the date of your deposit to the casino up until today? This will help us verify that the funds were not refunded to your account. I also noticed in the screenshots you provided that the casino requested the same information. Have you already sent the bank statement to them?
Thank you in advance for your cooperation.
Best Regards,
Kubo
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3 months ago
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Hello I am currently under stress I will send it to you as soon as I can
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3 months ago
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Would it be possible to send you the rest by email please, there are too many, I have to add each one individually here, it will take forever, unfortunately I can't select them all at once, not possible here, yes, I have sent them all the account statements
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2 months ago
Dear Miri0201,
I apologize for not mentioning earlier that you should send the evidence to my email address at jakub.m@casino.guru. Could you please send the PDF file there?
Thank you very much.
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2 months ago
Dear Miri0201,
Thank you for sending the documents. However, I noticed that you sent the July bank statement twice, and the statement for August is missing. Could you please send the August statement at your earliest convenience?
I would also like to invite representatives from Qbet Casino to join this discussion and assist in resolving the issue.
Dear Qbet Casino,
Could you please provide detailed information regarding this case, including an explanation of the reasons behind the issue? Additionally, could you track this transaction in your system and share your findings with us?
Thank you for your cooperation.
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2 months ago
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Yes, I will send it to you, it was by mistake but I had reported it several times and now they want something new again, they are doing it extra, it was confirmed that it was a mistake, I had told them everything, I will send it to you in June and again in August, I can only take a screenshot because you get an account statement once a month with online banking, I assure you that this has not been sent until today and that this casino does not help and is constantly making excuses
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2 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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2 months ago
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Have you received all my PDF June July account statements? The casino has not contacted me since it received all the evidence. Can I show you screenshots where they just repeatedly made excuses?
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2 months ago
Dear Miri0201,
Thank you for providing the bank statements - I have received them. I’m currently in communication with the casino representative outside of this thread. They are requesting proof of payment, specifically the transaction details for the deposit in question. Could you please send this proof of payment directly to the casino and CC me on the email?
Thank you for your cooperation.
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2 months ago
Dear Miri0201,
I’ve been informed by the casino representative that your bank statements have not yet been provided to their support team. To ensure the proper handling of your confidential personal data, I’m reaching out to request your permission to forward these documents to the casino representative. This will allow them to verify that the transaction in question was processed and that no refund has been issued.
Please note that without your explicit permission, I will not share any documents you provide with the casino or any third party. Alternatively, you can choose to send your bank statements directly to the casino, along with the proof of payment mentioned in my previous message.
Thank you.
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2 months ago
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I have already sent the casino all the documents from June and July, the lies are not true, I can happily send you the proof.
I hereby confirm that I will forward everything.
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2 months ago
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I can show everything here, they received everything before you and are only demanding more documents and excuses, it was not credited to either the account or the player account when the support received everything that they demanded again, they cannot answer at all, I think they don't want to pay, neither to the account nor to the player account, they can see that I play every day, that's all that happens and for me it's a matter of principle, it's not right to be treated like that, not to solve the problem, not to contribute anything, I have to keep working, thank you so much, before playing in casinos I always look at Casino Giro reviews, can you recommend an online casino outside of Germany, which would be a good casino, I lose a lot, many are manipulated or games hang
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2 months ago
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I'm really glad that Casino Guru exists to give you some security and help you.
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2 months ago
Dear Miri0201,
Just to clarify, will you only be able to provide the bank statement for August once September begins? Additionally, could you please forward me the most recent communication you’ve had with the casino where you submitted all the bank statements?
Thank you.
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2 months ago
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Good day Kubo, I have reported the problem to the casino several times since June 18th, 2024. There were only excuses and repeated account statements, then they wanted the ones from the 17th. Now they are demanding those from August. I will take all screenshots of the nonsense that Qbet claims to be told each time and post them here. I ask the casino to respond to the public statements that I received because this is not legal and their license should please be checked again. I will have all messages sent to them by email. This casino is testing against any help and insight, although it was confirmed to me that it was Derek's fault and it was only claimed that it was my bank's fault, then again just excuses and they act as if they knew nothing about the case. Since they received all the documents, I have not received any more messages. It is absolute fraud to act like this and respond. All replies come here so that people can see what liars they are. With all due respect, they will continue to do so all the time, they keep demanding new account statements. It was never confirmed. refunded and never will be, think carefully about where you deposit your money, luckily I start with small amounts
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2 months ago
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I will send August to you as soon as they are available thank you for your efforts
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2 months ago
Dear Miri0201,
Thank you for sending me your August bank statement. Have you also sent it to the casino?
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2 months ago
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The casino has received over 50 emails from me. I only receive negative emails. Please send us bank statements so that we can investigate. I get the same message every time. I last heard from Qbet on August 6th after they received all the documents. They can't do anything anymore even though it was confirmed that they would refund. Now they're doing it like they've never heard of it. I sent them the one from August. The last message was that they wanted a statement from June 17th even though they received all the bank statements from June to today. After that, nothing more can be done.
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2 months ago
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That was the last answer from Qbet. Just more excuses
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1 month ago
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I received a new email,
I'm fed up with this kind of behaviour from this casino. It's been repeated again. Please look for yourself. They already have all the account statements and act like this every time as if this is something new. Can you please help me talk to the casino about what's going on?
I feel totally ripped off
that was the answer today I knew that they wouldn't do anything everyone can see what they write every time now this I've been waiting for over three months what's so difficult about refunding the money or putting it on the player accountAutomatic translation:
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1 month ago
Dear Miri0201,
I spoke with a casino representative outside of this thread, and they have confirmed that your deposit should now be credited to your account. Could you please verify if this is the case?
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1 month ago
Dear Miri0201,
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.
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1 month ago
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Yes it was credited after numerous messages to the casino to credit it to my player account. Thank you very much for your help. Whenever I play with a casino I look for the reviews here first. Thank you for being there. Thank you very much.
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1 month ago
Hello Miri0201,
We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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1 month ago
Dear Miri0201,
I'm glad to hear that your issue has been successfully resolved. I will proceed to mark the complaint as "resolved" in our system.
Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!
We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (link here).
An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.
Thank you in advance for taking the time to help us improve our services.
Best regards,
Kubo
