Refund issue at Q88Bets Casino

I tried to register to Q88Bets Casino with pay n play on 11th of December, 2025. Deposit amount was 30 EUR. The money left my bank account but the registration ended up in an error code and I could not log in.

After this I asked the customer support to refund the money to my bank account. I asked this a couple of times in a few days and got answers like "we are still waiting for updates" and "our payment team will be in touch as soon as there are updates".

After a week or so the answers changed: the support started to claim that the refund have already been made to my bank account. They first asked me to wait 3-5 days, then after that 5 more days. Then in some point the message changer again to "no updates regarding this, payment team will reach you as soon as possible". I have not got any message from the payment team of the casino.

Last weeks the answers have again been claiming that the refund has been made and that the problem is in my bank. However, I have not got any details of the payment despite asking for them: no exact date, no reference ID or anything. I have checked my bank account from the day of pay n play attempt and also contacted my bank support, but no such payment has been found.

Since the messages from the customer support has been conflicted, I have not been reached from the payment team as promised and they are not telling me any details from the payment, I can only assume that no refund has been made.

I will attach our conversation with the customer support (latest message at the top).