Complaint #2 QBCasino

Dragging feet on verification, stalling payout

By Britta S.

8 years ago

Hello

I am an elderly woman that enjoys playing slots. I won some money at QBcasino but they wont pay out. I have sent them all the documents that they requested on their homepage to verify my account. They where not satisfied whit this and asked me to send a picture of me holding my passport. I sent the picture with me holding my passport next to my face, but they still would not pay out my winnings.
Now they are asking me for a video call throug Skype. I dont use skype and my computer dose not have a webcam. So do i have to go and buy a webcam now? Even if i do they will probebly just come up with another reason why they cant give me my winnings.
I dont know if its becouse im older or if its becouse im a whoman or maby both. I really feel discriminated and powerless and will probebly just give upp my winnings in the end.

Disputed Casino QBCasino

Reason Verification issues

Amount €500

Discussion

Britta49

• Sweden

7 years ago

Hello

I have sent them all the documents that they wanted, i have even sent them an extra photo of me posing with my passport. They want to have a video call with me but i dont have the Equipment. My gambling is private and i dont want to ask my sons for help. If they send me the nessesary equipment i will be happy to have a video conversation.

AskGamblers

• Support Team

7 years ago

Dear @Britta49,

Please let us know if you have cooperated the casino and sent the required paperwork. Keep in mind that in case you fail to respond within the given time AskGamblers Complaints Team will have no other option but to reject this complaint upon submitter's unwillingness to cooperate.

Britta49

• Sweden

8 years ago

I was waiting for the new bill to arraive from the electrik company, did not want to send a old one so you would complain about that. When you asked me for the photo of me and the password i sent it the next day when i saw the email.
The picture of me with my passport should be prof of my identity.

QBCasino

• Representative

8 years ago

Dear BRITTA49,

Please note that the policy of QB Casino does not allow the use of racist, sexist, discriminatory measures against its players and all people.

It's not about your gender or age. Suspicions for us was the inconsistency of your data when registering with the data in your documents, as well as long period of documents providing (nearly a month) for verification. In such cases, we have to carry out additional checks to contact our customers by video call to make sure that all is well. This is a standard procedure.

All actions taken by players on our site are checked to prevent fraud, money laundering and any other illegal activities. Such measures require us to carry out the necessary checks, including verification procedures, to ensure that you are indeed directly related to your account and no one else uses your personal data for unfair purposes.

Please take this seriously and contact our support team so that they can help you with other apps that will allow us to organize a short video call.

Best Regards,
Rus

QBCasino Complaint Stats

Resolved 2 / 8

Avg. Amount $2,260

Avg. Complaint Duration 6 days

Avg. Response Time 4 days

QBCasino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 2 out of 7 complaints in this category have been resolved.

This operator's average complaint duration is 6 days, while the average duration across all operators is 8 days.

QBCasino Complaints

See all complaints for this casino

Delayed verification and payment

Dear Respected Ask Gamblers team
I registered on QB casino, and after completing my wagering requirements, I ended up winning 2101 euros. After that, I requested withdrawal and casino asked me to send documents such as ID, utility bill, Skrill account screenshot, selfie with ID. Its been 3 weeks since I sent my documents and casino supports keeps saying that they will inform the management. During this time, I was always checking on verification progress by asking casino support and they were always telling that they would inform management. I also sent them an e-mail to which they did not reply. I sincerely hope that you can assist me with this issue.
Sincerely yours
Viktoras

Unresolved

€2,101

Been accused of rules violation without further explanations

Hello, I've been a member of QB casino for a while and I was playing there quite regularly, one day I got lucky enough to win over 3500 eur and I submitted documents and had a pending withdrawal. A few days pass and i get no payment so I log in just to find my deposit being there so I checked my e-mails and i find an e-mail titled "Casino rules violation" and it reads the following
"Dear name,

We find that when you play with bonuses, you are using a certain strategy in order to meet the wagering requirements and obtain solely financial benefit from the bonus advantage. According to the casino rules, we keep the right to use the rules and cancel all winnings.

Warm regards,
Vadim
QB Casino Team"\
I would like to know what made them take this decision and advise other fellow players to avoid playing here at least until they say exactly what I did wrong, as I've read the terms before playing and I always respected their terms all the time

Unresolved

€3,500

Been over a month trying to withdraw now

Hi,

I won 771euros on October 12 at their casino, however it has been extremely painful to withdraw my winnings.
Over the last few weeks their support has not been helpful at all. Andy the chat support agent seems like a computer bot repeating the same messages over and over again.
After multiple emails, and telling them I will open a complaint, the manager finally replied. As a form of compensation of the lateness I was given an extra 100 euros.

On November 6th, Roman the manager approved my withdrawal. November 8th the withdrawal was denied, no reason given. He said he would look in to it and then never replied back to any of my emails.

QBcasino when will you send my withdrawal ?

Unresolved

€771

Delays payment from Welcome Bonus winnings

Dear Askgamblers-Team,

Dear QBCasino,

My name is Martin < surname removed > and I opened an account on QBCasino on October 16.

I saw the casino was rated well, had good recensions and thought I' d give it a try.

Also the brand 'direx' which seems quite big and with multiple casinos gave me a good feeling about it.

I registered, fully verified my documents on october 16th (THE SAME DAY!) and started playing the nice welcome offer when I had some time on october 19th.

I deposited 80€ via skrill using bonus code CHOSEN playing bust the bank with 4,80€/spin and won 230€ which I got instantly.

My first impression was superb and i was looking forward to being a lifelong customer.

I lost the second bonus THOR when I deposited 100€ and thought I' d try one more time, this time using the next bonus code FREYA, getting a nice 100% bonus on top of my third deposit of 100€.

All times playing bust the bank which is not prohibited in terms, always playing 4,80€/spin, well under their 5€ Maxbet in their terms.

However, on this third welcome bonus I managed to spin it up to over 5000€ in winnings!

I was very happy and had a great evening with a bottle of whine, having found my new favourite casino.

On October 20th I got this mail:

'Dear Martin < surname removed >,

It is a great pleasure for Qb Casino to have customers like you. Thank you very much for registering qbcasino.com

Security service wants you to go through an identity check.

In order to pass the verification, please upload photos of the documents in your account:

* selfies with passport in hand.

Our support team is available 24/7 and is always ready to answer all your questions.

Best regards,

QB Casino Team'

I did as requested the same day and uploaded the selfie. It hasn' t been approved since.

I deposited another 100€ not to 'touch' my winnings and tried my luck again on candy dreams and with small bets, but didnt win anything.

I requested a withdrawal of 750€ since QB doesn' t let you withdraw more than 1000€ via e-wallets and went to bed, expecting to get my money within 24hrs just as their house terms suggest.

The next day I wondered that nothing had happened but didn' t think more about it, depositing another 50€ playing copy cats neither losing nor winning. On October 28th I deposited another 25€, discarded my withdrawal and played a bit and on October 30th I deposited another 50, both times playing candy dreams, butterfly staxx and gonzos quest, all games not on the list of prohibited games in the bonus terms.

I requested a withdrawal of 800€ and didn' t think of it any longer.

On November 4th (!) I got a bit uncomfortable waiting so long for so little money and went on to contact live chat.

This is when I really felt unease and my warning bells went on!

This is the transcript of my chat with QB-Support from 04.11.2018:

'Chat started

Martin < surname removed >: hi, why does my withdrawal take so long? greetings martin

Andy joined the chat

Andy: We are glad to welcome you to our casino.

Martin < surname removed >: thank you

Andy: Write your e-mail whose you used for registration, please.

Martin < surname removed >: < email removed >

Andy: At the moment, there are technical difficulties with processing withdrawal requests. Once everything is fine, we will process your withdrawal request.

Martin < surname removed >: ok, how long do you think this will take ?

Andy: Unfortunately I can not say for sure.

Martin < surname removed >: thanks for the information

Andy: We apologize for any inconvenience.

Martin < surname removed >: e-wallet withdrawals should be done in 24hrs you know that? its written in your casino rules

Andy: That's right. But at the moment there are difficulties with withdrawals.'

This for me is an absolute No-Go, ridiculously embarrassing statement and I hereby want to ask Askgamblers for their help as well as warn all players not to play on QBCasino. Letting a NEW player wait two weeks for some money he legitly won on a casino is absolutely frustrating and a bad image for all casinos.

I have screenshotted absolutely EVERYTHING and have no problem whatsoever to take this where it has to be taken.

5000€ is a tiny part in the casino industry, for a retarded gambler as well as any casino that considers itself at least a slight bit of serious and professional.

Thanks AskGamblers for your help,

although I don' t expect any answer from QB which, although it' s direx, seems to be a scam overall.

Greetings Martin < surname removed >

Unresolved

€5,000

Not letting me withdraw full balance

Last week I make a deposit at QBCasino of €200. I receive a bonus and finish all the wagering I needed. My win was €2.099,20. The problem begins when I try to make withdrawal. The casino says I can only take €1.551,7. This leaves €547,50 stuck inside the casino. There is no term for this or reason given. I should be allowed to take the full balance. I speak to Andy from live chat and tell him the situation. He says that QBCasino experts are working on this. I ask how long and Andy just says that the experts will contact soon. One week later and the experts have not contacted me.

I am worried that nothing is being done to help. So I speak again to Andy from live chat. He tells me that the experts are still working on this. My English is not perfect but I think that someone who is an expert is someone very good what they do. So I am confused. I am confused because it is very easy to see that I have finished the betting for the bonus by looking at my history so why can an expert not quickly see this and make balance available. Why do many days have to pass and when I speak to the casino the experts have done nothing? Andy tells me that the experts will be in touch and that this may take some time.

There is no excuse for this.

Unresolved

€2,099

Delayed withdrawal

I put on a payout on September 20, 2013 42 000 rub = 636 $. In the chat I was told that the withdrawal of money takes up to 24 hours, and the rules are also written! But the money has not been withdrawn, the account has been verified completely, nothing is said in the chat, and the reasons do not explain! Chat started on 21 Sep 2018, 04:59 AM (GMT + 0) (04:59:06) *** Anton G joined the chat *** (04:59:06) Anton G: Payment (04:59:09) *** Roberto joined the chat *** (04:59:43) Anton G: Hello! Can I know when the payment will be made? The days have already passed (04:59:55) Roberto: We are glad to welcome you to our casino. (05:00:00) Roberto: Please write down your email address which you used when registering. (05:00:18) Anton G: S****[email protected] (05:00:37) Roberto: Just a minute (05:02:09) Roberto: Do not worry your application is in processing (05:04:00) Anton G: It's clear, but you said that the payment is up to 24 hours, the day has passed, so how long to wait? (05:06:25) Roberto: Unfortunately, I can not give accurate information since it does not depend on me, but I hope that soon the situation will be resolved (05:08:03) Anton G: And you can not do the request? In the Finnish service or where, why promised in a day? (05:09:08) Roberto: I already passed your request to our specialists. It will take some time (05:09:29) Anton G: depends on whether you need to check the identity of the player and the speed with which the withdrawal of funds will be made taking into account the time required to process withdrawal of funds, the following: Withdrawal of Visa and MasterCard: 1-3 banking day. Withdrawal by bank transfer: 1-3 banking days. Withdrawal of funds via Electronic Wallets: up to 24 hours. (05:11:43) Roberto: As soon as the experts give an answer, we will immediately inform you (05:12:10) Anton G: I see (05:12:56) Roberto: Please try to understand for us it is also important to meet the requirements of our players (05:14:03) Roberto: We do not want to delay this situation for a long time (05:27:05) *** Anton G left the chat ***