A player from Germany won 400 Euros on the Bloodaxe game on 30bet.com but the game froze and the winnings were not credited. It's been more than 6 days and despite promises of a response within 24 to 48 hours, the player feels that no resolution is in progress. The complaint was resolved as the player's money got credited.
30 Bet Casino - Player's winnings not credited to account.
Amount: €400
30 Bet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
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11 months ago
Translation
Hello, I was playing the Bloodaxe game by Relax gaming/4Leaf gaming on 30bet.com. I landed on the bonus wheel at 80 cents and it stopped at 500x, meaning a win of 400 Euros. The issue is that the game subsequently froze and my winnings were not credited. According to the game's information, any open game is resolved after 2 days and the winnings are credited, but this didn't happen. It has now been 6 days since the occurrence and despite contacting chat multiple times, I'm not convinced that anything is being done. Five days ago, I was told that I would receive a response in 24 to 48 hours, which was evidently a lie, hence my complaint. I unfortunately cannot upload the proof video here as the file is too large, would it be possible for me to send it via email instead?
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11 months ago
Hello yasin61,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 30.bet Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? How is the bet visible in your betting history? Did you contact the game provider as well? When was the last time you spoke to the casino and what was it about?
Please forward the mentioned video with any additional evidence to nikolas.b@casino.guru.
Looking forward to your answer.
Regards,
Nick
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11 months ago
Translation
Hello, my account has been verified for about 7 days. I can't see the bet because you can only see the last 10 bets in the game and I then made around 2000 spins on other games. I contacted Relax gaming today, but they write this on the homepage: Thank you for contacting Relax Gaming. If your inquiry is in relation to a complaint regarding a session on any Relax or supported third-party game, we would like to assure you that all our games are rigorously tested and go through all mandatory certification processes to provide you with only the highest standard of products.
Please note that due to strict Data Protection Act restrictions, we are unable to access any individual player's account information as held by a third-party, which means that only the casino at which the round was played will be able to investigate specific instances on your account.
The first conversation was on November 27th, 2023 and I was told to wait 48 hours. Then contacted again after these 48 hours and it said 24-48 hours. There was no answer and yesterday was the last contact in which it was about my missing winnings and I have now opened a complaint because their self-mentioned response deadlines were not met.
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11 months ago
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And what I wanted to say, after all this happened, I tried to play the game in demo mode at 30bet.com, the same error occurs there when you get the wheel and get a win of 25x or 80x for example. Then I tried other casinos and the game worked there without any problems. I told the casino this, but the game is still playable and other players will experience the same thing as me
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11 months ago
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I received the money today and the complaint can be closed
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10 months ago
Dear yasin61,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
