Qbet Casino - Вывод игрока был отложен.

Best odds, best cashback. One of the best casinos.

Unfortunately their payment team is not handling withdrawal cases well enough, and blames customers when errors are done on their end, or their payment provider.

10 emails back and forth explaining the same problem and receiving the standard email response was enough for me.

8220 EUR received in a EUR bank account.

From QBET verifying the amount withdrawn:

This is the amount you emailed you would send: 

Your withdrawal was successfully processed by Qbet. Please see details below for your transaction: 

Total Amount: 100000.00 NOK

Total Fees: 0.00 NOK

You Receive: 8413.62 EUR

Dear BigBetts,

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. 

• Did you accumulate your winnings with or without an active bonus?
• Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

The missing amount may be due to currency exchange and transaction fees.

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,

Dominika

Hi,

As stated. The company claims to have sent the full amount, which they have not.

Their payment provider takes a fee they are not aware of, or pretending not to be aware of.

No bonus (which is not relevant).

I forwarded all emails to your email.

Dear BigBetts, is it correct that you have contacted your payment provider regarding this issue?

Do I understand correctly that the casino sent the winnings in NOK and you received them in EUR?

Hi,

As per the documents, I withdrew in NOK, was provided a confirmed EUR withdrawal which was fine - and then received 8220 EUR, almost 200 EUR less.

It also happened on a smaller previous withdrawal which I informed them about before the process.

To me it seems they have too little control over the payment provider they use, which take massive fees which the customer pays.

Total Amount: 100000.00 NOK

Total Fees: 0.00 NOK

You Receive: 8413.62 EUR

Received: 8220 EUR.

Dear BigBetts, could you please share your communication with the payment provider regarding the amount?

Hi, everything has already been sent

Dear BigBetts, I have only received communication with the casino, not with the payment provider.

Hi, I have forwarded everything to you again now. I obviously have no contact with the payment provider that QBET uses, so you will have to ask them about that.

Thank you very much, BigBetts, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.

Dear BigBetts, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

I will now contact Qbet Casino outside this complaint thread and let you know any new information once I receive it.

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 BigBetts, 

thank you for your patience. I would like to provide you with a brief update. To date, I have only received an email from Qbet casino support requesting that the player send a message to their support team. I recommend that you follow up with this request and kindly mention your complaint on our website. I will continue to reach out to the casino representatives and will keep you updated on any developments.

Thank you - I will try again.

Dear BigBetts, 

hope you are doing well. I have received a message from the casino representative stating the problem has been solved. Would you be able to confirm this statement, please?

Hi,

I can confirm it is NOT solved, and they are not taking into the consideration that they / their payment provider sent the wrong amount.

Im still missing 200 euros.

Dear BigBetts, 

I have received communication from a representative of the casino indicating that your refund has been credited to your player's account. Could you please verify this at your earliest convenience?

Hi,

I can confirm this has now been resolved after around 40 emails, my expressions and statements was correct every time and they have now stopped working with the payment provider that was used, whom shaved off 200 eur from my withdrawal.

Dear BigBetts, 

thank you for your confirmation.

Were you also able to request a new withdrawal?

Dear BigBetts,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.