A while ago, I created an account here, but my account was closed for an invalid reason. They stated that when I am registered with Cruks, it should not be a problem, which is why I started playing here.

Now they have closed my account and are no longer responding in the live chat, only to a different email address. When I asked for compensation, they said they do not work with Cruks.

When I requested my account to be reopened, they said it couldn't be done because of Cruks.

Ik heb hier een tijd geleden een account aan gemaakt aleen werd mijn account gesloten om een ongeldige reden hun gaven aan dat waneer ik in geschreven staat bij cruks geen probleem is hier door ben ik hier gaan spelen

nu hadden ze mijn account gesloten reageren ze niet meer in de live chat aleen met een andere mail address toen io vroeg om mij te compenseren zeiden ze dat ze niet samen werkte met cruks

toen ik vroeg mijn account te openen werd er gezegt dat kan niet door cruks

Dear C078,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing.

Please note that Qbet Casino does not have access to the CRUKS register, as it is only available to gambling establishments with a Dutch license. However, when you informed the casino about your self-exclusion through the Dutch licensing authority, it was indeed a good decision to permanently close your account in line with responsible gambling policies.

That said, we can request refunds of your lost deposits only if you had explicitly informed the casino about your gambling addiction and they continued to allow you to deposit, play, and lose without blocking your account.

Could you kindly confirm whether you requested self-exclusion from Qbet Casino before making any deposits? This information will help us proceed further with your case.

Looking forward to your reply.

Best regards,

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear C078,

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.

They blokked my account when i ask for loyalty bonus

And i tell them about my gambling addiction in whatss app to vip manager about it

I said it already when i lost 4500 but then it ends on 9900 before they close my account

Could you please forward me the account closure requests you sent to the casino? I have not received any emails from you yet. My email address is [email protected].

Also, am I correct in understanding that you requested your account to be closed due to a gambling problem, and after that you deposited more money to your account?

Dear C078,

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.

Where can i find t the old chats

I can no longer find the WhatsApp conversations

de whatsapp gesprekken kan ik niet meer vinden

Dear C078,

Thank you for your message.

Please understand that our Complaint Resolution Procedure follows specific steps that both players and our team must adhere to. You can read more about this process here: Complaint Resolution Instructions.

A key element of our investigation is receiving comprehensive evidence from the player. Our process involves:

• Collecting all available evidence from the player.
• Thoroughly reviewing the provided data.
• Assisting the player where possible.
• Contacting the casino if we find evidence of unfair treatment.

Unfortunately, if a player fails to provide sufficient evidence for us to base our discussions on, we cannot proceed to contact the casino or advocate on their behalf.

In your case, we have not received any new evidence to support this complaint. Additionally, we noticed that this issue was already addressed in a previous complaint back in 2023, which was closed as unjustified. Given these circumstances, we are unable to assist you further, and this complaint will now be closed. We kindly ask you to refrain from creating new complaints regarding this matter.

We appreciate your understanding and regret that we cannot offer more help in this instance. Should you face any other issues with this or another casino in the future, please do not hesitate to contact us.

Best regards,

Veronika

Casino Guru Complaint Resolution Center