Qbet Casino - The player's requesting a refund of his deposits.

Hello,

The issue I have is with regards to Qbet not blocking my information when requested.

I had previously contacted Gaming Curacao Compliance Team in regards to blocking my information across their sites which I received an email to state they would contact their operators and inform them of blocking/self exclusion/blacklisting my information across all sites operating under their license.

This was completed up until recently with regards to QBet allowing me to sign up to their site and deposit large sums of money to the total of the above amount.

I had received my funds back from any sites that allowed me to open accounts after the confirmed date of the said email to which I also still have evidence to and have attached.

I am requesting the refund of funds due to a lack of responsible gambling towards the player after stating a gambling addiction and the confirmation of the license stating all information would be self excluded/blocked/blacklisted as requested but unfortunately was not done.

Kind regards,

Shandy37

Dear Shandy37,

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

Unfortunately, there isn’t written that all your accounts in other casinos of the same owner/license will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites. Could you please advise if you have requested a self-exclusion from Qbet Casino directly?

Looking forward to hearing from you.

Best regards,

Nick

Hello Nick,

Thank you for the reply.

I understand in regards to some casinos not self excluding/blocking due to the software that they have or the fact that they may not operate that service. I have came across that issue before when I emailed for self exclusion and received a response "we do not offer self exclusion unless an account already exists within our site. Viewing our records you have no account with us, therefore we cannot self exclude you" or words to that effect.

Then, I have had other casinos stating they would be able to use this information to block if I attempted to sign up with the information I provided via email. I do understand that Casinos differ which is unfortunate but such is life.

In regards to this certain issue that I have with QBet, you have stated that "Unfortunately, there isn’t written that all your accounts in other casinos of the same owner/license will be blocked or self-excluded automatically."

In response to that, their License, Gaming Curacao, Government of Curacao and operates under the Master License of Gaming Services Provider, N.V. #365/JAZ as an Information Service Provider, who I contacted and received a response from (and I attached that information in the first email) stated that they would contact all their licensee's with regards to the self exclusion/blocking/blacklisting of my information.

After receiving that email, there are sites that still operate under the above license that allowed me to sign up. When I sent the email attachment from Gaming Curacao, I received refunds from those sites (again attached in the original email), and my information was again self excluded/blocked/blacklisted.

The license holder defines who can operate their site and therefore holds more weight. Thus instead of contacting each seperate casino individually I went straight to the source and received the response that my information would be passed along to the licensee's for the required request.

No contact was made with QBet because contact was made with the license operator who had stated my information for self exclusion/blocking/blacklisting would be passed along and yet QBet allowed the opening of the account. There may have been an electronic error/system error or human error but there was definitely an error somewhere that allowed me to sign up to their site after receiving in writing, from their license holder, that I would not be allowed to sign up.

I hope this information helps and if I need to send on that information again please let me know.

Kind regards,

Shandy37

Hello Nick,

Please be advised that I have received the full amount back to me. I can confirm that this case can now be closed. QBet were extremely helpful with regards to this matter.

Thank you for your assistance.

Thank you Shandy37 for letting us know that the issue has been resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you out.

Regards,

Nick