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Good afternoon. I made a deposit of 1000 euros to these scammers! I played in BacBo. I played only 1 game and won another 1000 euros! I bet 2000 euros on the withdrawal! After that they just blocked my account for no reason, stole the money for themselves, just without any reasons! I didn't do anything wrong and they stole everything. I hope for your help

Dear tarabandotyh,

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

Could you please specify when exactly the casino blocked your account?

Have you submitted any identity documents for verification to the casino?

Do you have any information regarding the reason for your account closure? Is it related to the verification of your identity or to your gameplay?

Have you made any successful withdrawals from this casino before?

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

The casino blocked my account on 09.08.2024.

They asked for documents. I didn't even have time to come home to take a photo of the documents when a new letter arrived that the account was blocked.

They had no reason to block my account and steal money! I didn't break anything!

No. This is my first account with them! I made a deposit for the first time and they immediately stole everything!

Please forward me all the communication between you and the casino’s customer support that may be relevant to the investigation of your case at veronika.l@casino.guru. Additionally, kindly include any other screenshots, chat transcripts, or evidence you believe may be important to the resolution of your complaint.

I appreciate your cooperation and look forward to receiving the documents soon.

Already.I sent you all communication !

Thank you for your email. Based on the message you received from the casino, it appears that your account was blocked due to incorrect personal information provided during registration or when filling out your casino profile.

Have you checked if the information in your casino profile matches the details in the identity documents you sent for verification?

Could you please forward me the photographs and documents you submitted to the casino for KYC verification at veronika.l@casino.guru?

Your patience and cooperation is greatly appreciated.

Dear tarabandotyh,

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.

i sent already

Thank you for your email.

Have you checked if the information in your casino profile matches the details in the identity documents you sent for verification? Did you fill out the profile with all your personal information correctly?

yes all corected

Thank you very much, tarabandotyh, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello tarabandotyh,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite Qbet Casino to join the conversation.

Dear Qbet Casino,

Could you please furnish us with the reasons behind your action to cancel the player's winnings? I would appreciate it if you clarified the alleged violation of the rules the player is accused of. If this information cannot be shared publicly, please forward it to me at michal.k@casino.guru alongside any supporting evidence.

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 tarabandotyh,

I wanted to inform you that I have not yet received a response from the casino team. I have reached out to the casino representative once more in the hope of obtaining a reply. To facilitate a resolution for this complaint, I will extend the timeline by an additional three days. Should the casino team remain unresponsive in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear tarabandotyh,  

I have received information indicating that there are some inconsistencies between the information in your casino account and the documents submitted for the KYC verification. I'm aware that you have already sent us some documents, but kindly send me all the documents you provided to the casino so that we can conduct a thorough review. You can send the documents to me at michal.k@casino.guru

Dear tarabandotyh,

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.

I sent you again foto!

Dear tarabandotyh,

I have not received any email from you yet, can you please confirm if you have sent your email to my email address michal.k@casino.guru ?

Dear tarabandotyh,

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.

I send now again!!

Dear tarabandotyh,

Thank you for your email with the documents provided.

After a thorough review of the information and evidence provided by you and the casino team, I regret to inform you that I am unable to proceed further with this case.

It is a standard requirement across the industry for players to enter their true and up-to-date information in their casino account profile and to submit valid, original documents in their name to comply with KYC and AML regulations. Unfortunately, the documents provided in this instance appear to have been altered or tampered with, which is strictly prohibited in any casino environment. When such issues are identified, casinos reserve the right to cancel withdrawals and close the player’s account permanently.

We concur with the casino's rationale, as outlined in their correspondence to you via email. Regrettably, due to the failure to meet KYC and AML requirements, no further steps can be taken in this matter.

For the reasons outlined above, we will now proceed to close this complaint as rejected.

If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us and we will try our best to help.

Best Regards,

Michal

Casino Guru