The player from Germany had her account closed by Qbet after depositing €500 and winning €4,872. Despite providing the requested documents, the casino informed her that her funds were confiscated due to alleged unlawful activity, which she disputed. She sought clarification on the cancellation of her winnings and the reason for her account closure. The Complaints Team attempted to engage the casino for evidence supporting their claims but received no response. Consequently, the complaint was closed as unresolved, affecting the casino's Safety Index.
Qbet Casino - Player’s account has been closed and winnings confiscated.
Black points: 2,768
Amount: €4,872
Qbet Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.0
Qbet Casino has a Safety Index of 8, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Unresolved
Our verdict
Insufficient evidence from casino
UNRESOLVED
Case summary
1 week ago
Public
Public
2 months ago
Translation
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
Automatic translation:
Public
Complaint Resolution Center Team Lead
Public
2 months ago
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 www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com 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.
Public
Public
2 months ago
Translation
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.
Automatic translation:
Public
Complaint Resolution Center Team Lead
Public
2 months ago
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 [email protected]. Alternatively, you can post it here. Thank you in advance.
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2 months ago
Translation
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.
Automatic translation:
Public
Complaint Resolution Center Team Lead
Public
1 month ago
Thank you very much, Sushi90, for your cooperation. I will now transfer your complaint to my colleague Pavel ([email protected]) 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.
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
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: [email protected]. It will not be shared with anyone, including the player. Thank you!
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
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.
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
I am extending the timer for 7 more days, since we have reached out to the casino once more via other means.
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
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.
Public
Casino Analyst & Complaint Specialist
Public
3 weeks ago
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.
Public
Casino Analyst & Complaint Specialist
Public
2 weeks ago
I need to extend the timer once more.
Public
Casino Analyst & Complaint Specialist
Public
1 week ago
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.
