Qbet Casino - La solicitud de retiro del jugador está demorada.

Hello, I deposited money at the casino to get the bonus. However, I also won with real money and then wanted to make a withdrawal.

I should upload many documents detailing everything I've done.

Finally, they wanted proof of how I funded my wallet. I sent that, too, even a statement/account statement from Coinbase.

They won't accept that. I would like to receive my payment.

Hallo ich habe bei dem Casino Eingezahlt um den Bonus zu bekommen. Habe jedoch im Echtgeld noch Gewonnen und wollte dann eine Auszahlung machen.

Ich sollte viele Dokumente hochladen was ich alles gemacht habe.

Als letztes wollten sie dann noch einen Nachweiß wie ich meine Wallet gefüllt habe. Das habe ich auch gesendet, sogar ein Statement / Kontoauszug von Coinbase.

Das akzeptieren sie aber nicht. Ich würde gerne meine Auszahlung erhalten.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Turpal,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account. It is also very common to ask for additional documents even if the account has been verified previously.

To better understand your situation and move the process forward, could you please provide the following details:

• Do I understand correctly that verifying the source of funds seems to be the only issue?
• Could you please advise which documents you have already provided? Have they all been approved?

I hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Selfie with passport

passport

Screenshot CryptoWallet (Proof of Deposit)

Proof of address

Proof of how the wallet was filled (official Coinbase statement)

Selfie mit Reisepass

Reisepass

Screenshot CryptoWallet (Proof of Deposit)

Adressnachweis

Nachweis wie die Wallet gefüllt wurde (offizielles Coinbase Statement)

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I forwarded it

Habe ich weitergeleitet

Dear Turpal

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello Turpal,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. First of all, would you be able to send the disputed document to my email address at martin.l@casino.guru? Please note, that this is the only e-mail address use. I would also like to invite the Qbet Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? What is the issue with the proof of funding Turpal provided? Alternatively, can you give us some guidance on how to proceed?

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.

Dear Turpal,

we have received a response from the casino. Have you provided the requested documentation? Which exact documents were you required to provide? Do you need any assistance?

I submitted everything. There are no documents other than what I sent them.

Ich habe alles eingereicht. Es gibt keine anderen Unterlagen als das was ich denen gesendet habe.

Dear Turpal,

thank you for your response. Can you please tell us which exact documents have you provided to the casino? Please note, I am also trying to get further explanation from the other side.

Selfie with passport

passport

Screenshot CryptoWallet (Proof of Deposit)

Proof of address

Proof of how the wallet was filled (official Coinbase statement)

I already wrote that above.

Selfie mit Reisepass

Reisepass

Screenshot CryptoWallet (Proof of Deposit)

Adressnachweis

Nachweis wie die Wallet gefüllt wurde (offizielles Coinbase Statement)

Hatte ich ja oben schon geschrieben

Dear Turpal,

thank you for your response, the timer will now be turned on the casino again. I was told more clarifications will be provided to us soon.

Dear Turpal,

I unfortunately have not received the mentioned response yet. I am extending the timer one more time. In the meantime, as I understand it, the current issue seems to be your source of funds. If there was any meaningful conversation with support, which could be relevant to the case, please send it to martin.l@casino.guru.

Dear Turpal,

thank you for your patience, if you have any news from your end, please let us know. That said, we have still not received the justifications and explanations we require from the casino's side. In case we do not receive more information this week, I am afraid I will be forced to close the complaint as unresolved.

Dear Turpal,

I have tried to contact the casino multiple times but have had limited 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 martin.l@casino.guru