Qbet Casino - A conta do jogador foi encerrada e os ganhos confiscados.

Hello

I have on 09.04.25 in the Casino Qbet for 100% up to 500€

Deposited 500€.

Real money and bonus are separate in this casino.

With real money, I was able to make a profit of €4,872. I canceled the €500 bonus.

I then verified myself. All documents were accepted. They then requested additional documents regarding how I had topped up my Jeton account.

I have sent the casino my Jeton account statement for the past six months. All transactions are deposits and withdrawals from the casino. In addition, two transactions (€1,000 on December 2, 2024, and December 3, 2024) are transfers from a good friend who sent me a loan. (Transaction between two Jeton accounts)

I have sent all requested documents related to these transactions to the casino.

This is what I received as a response via email from qbet:

Hi,

We have confiscated your funds from your account.

We have permanently closed your account and this decision is final.

Term 7.12

You will not be involved in any fraudulent, collusive, fixing or other unlawful activity in relation to your (or third party) use of the Site. You shall not use any software assisted methods or techniques or hardware devices in aid of your participation in the Games on the Site.

My winnings and my deposit were reset to €0.01.

I don't understand why my €4,872 was canceled? I can't understand the casino's accusations, which is why I'm filing this complaint.

I hope you can help me clarify this case.

Best regards

Hallo

ich habe am 09.04.25 in dem Casino Qbet für 100% bis zu 500€

500€ eingezahlt.

Echtgeld und Bonus sind in diesem Casino voneinander getrennt.

Mit dem Echtgeld konnte ich einen Gewinn von 4872€ erzielen. Den 500€ Bonus habe ich storniert.

Danach habe ich mich verifiziert. Es wurden soweit alle Dokumente akzeptiert. Es wurden dann noch zusätzliche Dokumente angefordert, wie ich mein Jeton-Konto aufgeladen habe.

Ich habe dem Casino mein Jeton-Account-Statement der letzten 6 Monate zukommen lassen. Alle Transaktion sind Ein- und Auszahlungen von Casinos. Außerdem sind 2 Transaktionen (2x1000 € am 02.12.24 und 03.12.24) Überweisungen eines guten Freundes, der mit ein Darlehen gesendet hat. (Transaktion zwischen 2 Jeton-Konten)

Alle geforderten Dokumente zu diesen Transaktionen habe ich dem Casino gesendet.

Dies habe ich als Antwort per E-Mail von qbet erhalten:

Hi,

We have confiscated yuor funds from your account.

We have closed permanently your account and this decision is final. 

Term 7.12

You will not be involved in any fraudulent, collusive, fixing or other unlawful activity in relation to your (or third party) use of the Site. You shall not use any software assisted methods or techniques or hardware devices in aid of your participation of the Games on the Site.

Mein Gewinn, sowie meine Einzahlung wurden auf 0,01€ zurückgesetzt.

Ich verstehe nicht, warum mein 4872 € storniert wurden? Ich kann diese Vorwürfe des Casinos nicht nachvollziehen, deswegen reiche ich diese Beschwerde ein.

Ich hoffe Sie können mir helfen, diesen Fall zu klären.

Viele Grüße

Dear Sushi90,

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 understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Do I understand correctly that you haven't received any confirmation regarding successful verification?
• When exactly did you create your casino account? Do I understand correctly based on the casino's message that your account has been closed?

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

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello Kristina,

thank you for helping me.

Of course, I will answer all questions so that we can hopefully solve the problem quickly.

Can you please share which games you focus on – slots, live casino, sports betting, etc.?

I played slot machine games.

Did I understand correctly that you did not receive confirmation of successful verification?

Yes, all documents (ID, selfie, etc.) were accepted. However, the verification wasn't completed because the casino still wanted proof of how to top up my token account.

I sent all the relevant documents to the casino. Afterward, q-bet closed my account, and I received the following explanation via email:

Term 7.12

You will not be involved in any fraudulent, collusive, fixing or other unlawful activity in relation to your (or third party) use of the Site. You shall not use any software assisted methods or techniques or hardware devices in aid of your participation in the Games on the Site.

When exactly did you create your casino account? Do I understand the casino's message that your account has been closed correctly?

I registered on April 9, 2025 and won with my first deposit.

I still have access to my q-bet account. However, according to the email, my account has been closed.

However, my winnings of €4,872 were canceled.

I also did not receive my deposit of €500 back.

Hallo Kristina,

danke dass Sie mir helfen.

Natürlich beantworte ich alle Fragen, damit wir das Problem hoffentlich schnell lösen können.

Können Sie bitte mitteilen, auf welche Spiele Sie sich konzentriert haben – Spielautomaten, Live-Casino, Sportwetten usw.?

Ich habe Spielautomaten-Spiele gespielt.

Habe ich das richtig verstanden, dass Sie keine Bestätigung über die erfolgreiche Verifizierung erhalten haben?

Ja, es wurden alle Dokumente ( Ausweis, Selfie etc) akzeptiert. Aber die Verifizierung wurde nicht abgeschlossen, da das Casino noch Nachweise wollte zur Aufladung meines Jeton-Kontos.

Alle Dokumente dazu habe ich dem Casino gesendet. Danach wurde seitens q-bet mein Konto geschlossen und folgende Begründung habe ich per E-Mail erhalten:

Term 7.12

You will not be involved in any fraudulent, collusive, fixing or other unlawful activity in relation to your (or third party) use of the Site. You shall not use any software assisted methods or techniques or hardware devices in aid of your participation of the Games on the Site.

Wann genau haben Sie Ihr Casino-Konto erstellt? Verstehe ich die Meldung des Casinos, dass Ihr Konto geschlossen wurde, richtig?

Ich habe mich am 09.04.2025 registriert und mit meiner ersten Einzahlung gewonnen.

Ich habe noch Zugriff auf mein Konto bei q-bet. Laut der E-Mail wurde mein Konto aber geschlossen.

Jedoch wurde mein Gewinn von 4.872€ storniert.

Auch meine Einzahlung von 500€ habe ich nicht zurück erhalten.

Thank you very much for your reply, Sushi90. Have you tried contacting the casino after this incident?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hello Kristina

I haven't had any further contact with the casino. I was informed that my funds had been withdrawn and my account closed. This decision is final, according to the casino. Therefore, I contacted you for assistance in this matter.

Hallo Kristina

ich habe mit dem Casino keinen weiteren Kontakt gehabt. Mir wurde mitgeteilt, dass mein Guthaben eingezogen wurde und mein Konto geschlossen wurde. Diese Entscheidung ist endgültig laut dem Casino. Daher habe ich mich an Sie gewandt um mir in diesem Fall zu helfen.

Thank you very much, Sushi90, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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.

Hello, Sushi90!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

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.

I am extending the timer for 7 more days, since we have reached out to the casino once more via other means.

We are trying to get the casino to reconsider their position about not providing any evidence for one last time. After one more week of no response the complaint will be closed a unresolved.

Casino representative has reached out to me requesting player's data. As I am awaiting for further information, I prolong this timer for 7 more days.

I need to extend the timer once more.

All right, we have tried to find a way to get the evidence from the casino which would support their claims, but they could not provide it. There was definitely enough attempts, so now I must close this complaint as unresolved, which will affect the casino's Safety Index, and I hope it will make them reconsider their position.

Sushi90, I am sorry I could not be more of help.