Qbet Casino - La cuenta del jugador ha sido cerrada sin explicación.

My friends recommended Casino QBET to me! I topped up my account with 2,000 USDT, and it was converted into euros! I started playing games! I was spinning the reels and relaxing! Then that evening, I wanted to place three bets, including sports bets! They were successful! The result: my balance was now 8,200 euros! To withdraw the money, I had to go through verification! This wasn't a problem for me! I sent my passport and proof of residence!

The next day, I received a refusal; my proof of residence didn't work!

Because of the war in Ukraine, I have several residences! I have my own apartment, which is being renovated, and it's rented!

The second day, I sent them the lease agreement for where I currently live, and it still didn't work!

Then I received a letter saying my account was closed; they'd give me a verdict in 5 days! On the 6th day, I received a letter saying my account was permanently closed, and the money had been debited! And not just the money I won, but also the money I'd deposited! They didn't explain why!

I offered to undergo video verification, where I'd show my passport and residence documents, and whatever else they asked for! I still haven't received a response! Please help me with this situation!

This is a scam! I can provide any documents they request! I'm a real person, and this isn't difficult for me! I'm attaching screenshots of my conversations with support!

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify what personal information you provided during registration or later while using your casino account?
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you kindly specify which documents you submitted to the casino for verification? Have you ensured that the personal information on these documents matches the information in your account profile?
• Does your wife also have an account at this casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

1. I sent both sides of my passport ID, as well as a utility bill stating who pays for what! It includes my full residential address, including my apartment! And the date is for January.

2. Out of the question! This can't be happening! A friend recommended it to me, but he's in another city!

3. They told me those documents weren't valid! I went into my profile, changed my address to the one I'm currently renting, and sent them the entire lease agreement! It has my full address and my personal information! I'm renovating an apartment, and the documents from there didn't work! I sent them the documents from the apartment I'm renting! And again, the documents didn't work, and they blocked my account; I couldn't even log in! Then they stole all my money!

4. When I registered, I initially provided my Ukrainian phone number! But I waited an hour, and the text message never arrived! I asked my wife to just tell me the code from her Belgian number! That's it! She's never played before and doesn't even know this casino. 

Hello bookofua,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear bookofua;

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at karla.m@casino.guru

Thank you for your understanding.

Best regards,

Karla

Casino.Guru 

Dear bookofua,

Thank you for your detailed explanation and for providing the information so far.

To better understand your situation and assess your case accurately, I would like to clarify one important point regarding your account details.

Could you please confirm whether any of your personal information (such as your phone number or residential address) was different at the time of registration compared to the information you later provided during the verification process?

Additionally, did you make any changes to these details (for example, phone number or address) after registering your account or during the verification process?

This information is very important, as discrepancies in account details can sometimes lead to verification issues.

Thank you in advance for your cooperation. I look forward to your reply.

Best regards,

Karla

Good afternoon!

From the very beginning of registration, I entered a Ukrainian phone number, but I haven't received a text message to complete the registration! This is a problem with the CASINO, not the provider!

So I had to enter my wife's Belgian phone number! She's never registered at any casino before!

Second, regarding the changes during verification!

Yes, I changed my registration details because the first address didn't work! I had to enter a different address! But what difference does it make if both addresses are mine, and I provided them with documents to prove it!

I sent them a parking space deed! I sent them a lease agreement! Nothing worked!

I even offered to call them over video chat and provide any proof! They don't want anything except to scam their money!

Dear bookofua,

Thank you for your explanation.

To proceed with your case, I kindly ask you to send me all the documents you previously submitted to the casino for verification (such as your ID, proof of address, lease agreement, or any other documents).

You can upload them directly here in the thread or send them to my email at karla.m@casino.guru.

Thank you in advance for your cooperation.

Karla

Dear bookofua,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru

We’ve reopened this complaint at the request of bookofua. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear bookofua,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Hadi, (hadi.a@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Karla Mayfly

Dear bookofua,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Qbet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Qbet Casino,

Could you kindly provide detailed information regarding the player's issue?

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

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.

We are extending the timeframe for this matter, as I am currently reaching out to the casino outside of this communication. I will keep you informed of any updates as soon as I receive them.

We are extending the timeframe for this matter, as I am currently reaching out to the casino outside of this communication. I will keep you informed of any updates as soon as I receive them.

Dear bookofua,

I have tried to contact the casino multiple times but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will now mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

I would also like to advise you to contact the Curaçao Gaming Control Board Licensing Authority and submit a complaint through their official email at complaints@cga.cw

While this authority states that they are not able to mediate complaints between players and operators, it is still worth a shot, as receiving a higher amount of complaints could prompt them to take regulatory action or increase oversight of the operator involved.

Please make sure to include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at hadi.a@casino.guru