Qbet Casino - Player's struggling to withdraw her funds from the casino.

I recently decided to try out Qbet and e-transfered money onto their site. Didn’t win so put more money in using my bank. I decided I didn’t want to play so requested to pull the money out. Only it wouldn’t allow me to do etransfer and when I spoke to support they said I needed to deposit with the bank I wanted. Which I had, I have spoken to support several times and even tried a bank transfer which they then cancelled with no actual reason why. They seem to think my bank is a credit card because the word credit is in the name. At this point I am not sure what to do as I keep getting the run around just to get my own money out.

Dear katietada,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

Do I understand correctly you requested a refund of your deposited funds?

Could you please forward the communication between you and the casino regarding the issue to my email at tomas@casino.guru?

Looking forward to hearing from you.

Best regards,

Tomas

Hi Tomas

I will send what I have shortly

Thanks for your email. Do I understand correctly you submitted your bank statement to the casino for verifying your payment method? Were the documents accepted?

Could you please specify which payment method you used for the first deposit?

They didn't accept it, I used interac etransfer. They have not been helpful when trying to retrieve the money and when I tried to do it via bank transfer they cancelled it after a couple of hours.

Overall I just want to transfer it back to my bank, but their system simply won't let me

I checked the casino terms and conditions:

"Withdrawals

(...)

You agree that funds in Your Account must only be used for playing the Games found on the Site. If you request a withdrawal without turning over an amount that is equal or more than the amount deposited we will charge an administration fee of 10% with a minimum of 5 EUR or currency equivalent. This will be done in line with our internal security processes and procedures. We can reject a withdrawal request if we suspect that funds are being withdrawn for any fraudulent or money laundering reasons."

Do I understand correctly you haven't finished the obligatory wagering of your deposits? Did you specify this fact to the casino support at any point?

I'll await your reply.

I had no idea that is how they operated and when I spoke to support twice they never stated I had to wager or there was a penalty for simply changing my mind. To be honest this is ridiculous and after this is settled will never go to Qbet again, I have never had an issue at other casinos when I decided I shouldn’t be spending my money on gambling. Thanks for getting me this info and I will contact Qbet to ask why they failed to say this the previous times I enquired

Thanks for your comment.

Please note that obligatory wagering of deposits is common in online casinos and rules such as these are a way for the casinos to abide by anti-money laundering regulation. You can find online casinos requiring 1x-3x wagering of your deposits but you can find casinos with even steeper rules.

Were you successful in contacting the casino? Were they able to assist you with your request? Please let me know if you wish for our assstance.

Hi Tomas, I wasn’t successful but after trying to pull my money out again I received notification I had to gamble it to be able to try to recoup anything. Needless to say I lost it and I have now closed the account. Qbet is not the casino for me

Sadly, since you have played your winnings, I’m afraid there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance, and all the bets taking place. For future reference, please contact us as soon as the issue occurs so that we can intervene before it's too late.

Please let me know if there is any additional information that I have overlooked, otherwise, I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

I totally understand, I had been unaware of their policies. Had I known merely adding money to my account meant I couldn’t change my mind.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.