Qbet Casino - Запрос игрока на вывод средств задерживается и не урегулирован.

Hello,

I would like to file a complaint regarding a withdrawal issue with Qbet.

On March 28, 2026, I requested a withdrawal of 1000 EUR (Transaction ID: [redacted]). The transaction is marked as "successful" in my account, but I have never received the funds in my bank account.

After multiple contacts with customer support, I was informed that the transaction was reprocessed on April 7 through a payment provider called Monetum.

As requested, I provided my bank statement clearly showing that no such amount has been received. This document was forwarded to their "relevant team" for further investigation.

However, despite this, I have not received any meaningful update for more than 60 hours after my last follow-up. The responses remain general and do not provide any concrete information.

At this moment, I still do not know:

Where the funds are currently located

Whether the transfer has failed or is still pending

When this issue will be resolved

No proof of transfer (such as SWIFT/MT103) has been provided.

Additionally, my complaint on AskGamblers has already been marked as unresolved.

I am requesting:

Clear confirmation of where the funds are currently located, or

Immediate return of the 1000 EUR to my Qbet account so I can withdraw it again

I am seeking your assistance in resolving this matter.

Kind regards,

Ervin

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Dear ervin_001,

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 fully understand the situation.

• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?
• Do you have access to your casino account?

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

Best regards,

Jean

Hello Jean,

Thank you for your response.

Please find my answers below:

Yes, my account is fully verified (KYC completed). I have already provided all required documents to the casino in the past.

The withdrawal in question was made without any active bonus. These were real funds and not tied to any bonus conditions.

Yes, I have full access to my casino account without any restrictions.

To summarize, there are no KYC issues, no bonus-related conditions, and no account restrictions that would justify the delay.

The withdrawal of 1000 EUR is still marked as "successful", but the funds have never been received, and no proof of transfer has been provided.

Kind regards,

Ervin

Hello,

I would like to highlight that the casino’s communication has been fragmented and inconsistent. I have received responses from multiple agents and different email addresses (support, loyalty, VIP), which makes it difficult to track the case and shows a lack of ownership.

Despite providing all requested documents, including my bank statement, there has been no meaningful progress. The responses remain generic, and no proof of transfer or clear status update has been provided.

Additionally, there have been long delays between responses, and the issue remains unresolved while my account has been restricted.

This situation demonstrates a pattern of delay and lack of transparency.

I kindly ask for your assistance in resolving this matter.

Kind regards,

Ervin

Thank you for the clarification, ervin_001.

Could you let us know when you made your last successful withdrawal and how long it took to be processed?

Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

Hello Jean,

Thank you for your message.

My previous successful withdrawals were usually processed very quickly and were typically received the next banking day after the withdrawal request.

The same withdrawal method was used for the missing 1000 EUR transaction — withdrawal to the same bank card/account previously used successfully for both deposits and withdrawals.

I am also attaching an example communication regarding another withdrawal where the casino confirmed that a failed transaction was returned back to my gaming account, which further raises the question why the unresolved 1000 EUR withdrawal has still neither been returned nor properly traced.

Kind regards,

Ervin

Hello Jean,

I would like to provide another update regarding the case.

Today the casino contacted me again requesting yet another bank statement covering the transaction period up to the present date for "cross-checking purposes."

I have already provided bank statements multiple times throughout this investigation, but despite this, I still have not received:

any SWIFT/MT103 proof,

any transfer trace,

or any concrete clarification regarding the actual location/status of the funds.

At this stage, almost two months have passed since the withdrawal was marked as successful.

I have nevertheless cooperated again and submitted the requested document once more.

Kind regards,

Ervin

Hello Jean,

Another update regarding the case:

The casino replied again and confirmed that the matter has once more been forwarded to their "relevant team for further checking."

However, there is still:

no SWIFT/MT103 proof,

no transfer trace,

no clarification regarding the actual location/status of the funds,

and no concrete resolution timeline provided.

Kind regards,

Ervin

Dear ervin_001

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina, ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Dear ervin_001,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed.

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

Thank you for being patient

Hello Jean,

The casino has informed me that the EUR 1000 has been returned to my gaming account balance.

However, I would prefer to wait until the withdrawal is successfully received in my bank account before considering the matter fully resolved.

Kind regards,

Ervin

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.

Hello Martina,

I would like to inform you that the EUR 1000 has finally arrived in my bank account and the issue has now been resolved.

Although the process took a very long time and involved significant delays and repeated requests for documents, I appreciate your assistance and involvement throughout the case.

Thank you for your help.

Kind regards,

Ervin

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear ervin_001,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martina