30 Bet Casino - Player with gambling addiction registers in a sister casino.

Hello,

I am banned from a sister casino of 30 Bet casino, Manga Casino. I was banned from Manga Casino because of a heavy gambling addiction. No, when I registred at sister casinio 30 Bet casino, no KYC verification has yet taken place. I was able to deposit euro 3000 there without KYC verification. 

This all with the same personal information (name, address, telephone number, email) as my registration in Manga Casino. However, I am of the opinion that 30bet was aware of my gambling addiction and that registration and deposit should be prevented.

I would like to have my deposit back from euro 3000,-.

Beste regards,

Martin

Dear martino18021980,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. I have checked the Terms and Conditions of 30 Bet Casino and this is what I found:

13.4 Self-Exclusion and Time Out

13.4.1 You may choose to completely exclude yourself from playing on our website. To do so you must login and go to the Self Exclusion page or contact to our Support channels. For residents outside Great Britain or Northern Ireland, you stipulate the period for which you wish to be self-excluded and your account will automatically be reactivated thereafter.

Players can choose to self-exclude from a specific brand if they feel it necessary to control or limit their gambling behavior. It is essential to understand that a self-exclusion request for one brand is specific to that brand alone. It does not automatically apply to other brands, even if they operate under the same licensing umbrella.

Should a player desire to extend their self-exclusion to all brands under our company's license, it is their responsibility to expressly reach out to our Support Team for this purpose.

Could you please advise if you requested to be self-excluded from all brands belonging to the company?

Have you requested to be self-excluded from 30 Bet Casino directly?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Veronika,

I actually don’t know exactly if I requested to be self-excluded from all brands belonging to the company.

But I saw in a similar case with 30Bet casino from 3 months ago that they credited the money back to the player.

I hope they will do this also with my case.

See also copy from similar other case.

Regards,

Martin

Have you requested to be self-excluded from 30 Bet Casino directly?

Since you've been self-excluded from Manga Casino for quite some time, would you be so kind as to forward me the account closure requests that you sent to this casino as well as the casino's response? My email address is veronika.l@casino.guru.

Thank you.

Dear Veronika,

Please see file. The confirmation that my account at partner casino Manga Casino was closed 07/08/2023.

I really hope they casino will take his responsibility the same as in a similar case 3 months ago with another client. 

I am afraid to self exclude now at 30bet. This because if they credit I can access my account amymore

Regards,

Martin

(Also send to your email)

Dear martino18021980,

Unfortunately, since you did not request self-exclusion directly from 30 Bet Casino, we are unable to assist you further in this case. We do not believe you are eligible to have your lost deposits refunded. The decision to pay out the other player was a goodwill gesture from the casino. We did not push them to refund the player, as she also did not meet the necessary requirements for us to request deposit refunds from the casino.

When applying for the self-exclusion, always state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion due to xxx

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

We’ve reopened this complaint at the request of martino18021980. The player sent us the following email:

The Casino will pay my money back a a goodwill. Unbelievable and so nice of them. I really appreciate.

See file.

5 starts for 30bet

Dear martino18021980,

I'm glad to hear that the casino decided to refund the deposits to you and 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,

Veronika

Casino.Guru