The player from Germany, who had self-excluded from Manga Casino due to a gambling addiction, was able to register and deposit €220 in 30Bet, a sister casino. The player had requested a refund which hadn't been given at that time. Upon discussion with the Complaints Team, it was revealed that she hadn't directly requested self-exclusion from 30Bet and no KYC verification had been conducted. The casino later credited €210 to her account and allowed withdrawal after verification. The player had confirmed receipt of the payout and her account was subsequently closed. The issue had been successfully resolved by the Complaints Team.
30 Bet Casino - Player with self-exclusion can play at the sister casino.
Resolved
Our verdict
Case closed
Amount: €220
30 Bet Casino
Safety Index:Above averageCase summary
Discussion
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Public
1 year ago
I had a self exclusion due to gamble addiction on manga casino which is a sister casino of 30bet on July 2023.(Please find proof of self exclusion attached)
I was able to register on 30bet and deposit 220€ today even they knew I had a gamble addiction
please find all proof attached. Asked for a refund, didn’t get any refund yet
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1 year ago
Dear Lesa,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with 30 Bet Casino and understand your concern.
I have checked the 30 Bet Casino's Terms and Conditions, 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 kindly advise if you requested to be self-excluded from 30 Bet Casino directly?
Could you please confirm that you passed the full KYC verification?
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
Public
Public
1 year ago
Translation
Hello,
thank you for your feedback. I have not requested a self-exclusion from 30bet. But I noticed that it is a sister casino of Manga Casino. I was banned from Manga Casino because of gambling addiction. No KYC verification has yet taken place at 30bet. I was able to deposit there without KYC verification. However, I am of the opinion that 30bet was aware of my gambling addiction and that registration and deposit should be prevented.
Automatic translation:
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1 year ago
Did you use the same personal information (name, address, telephone number, email) for your registration in Manga Casino and in 30 Bet Casino?
Sensitive attachment
Sensitive attachment
1 year ago
Translation
I just received a message from 30bet. €210 was credited to my casino account and I can withdraw this after verification. Afterwards my account will be closed.
please see Attachment.
I hope the payout works after verification. I will contact you as soon as the payment has been received in my account.
Automatic translation:
Public
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1 year ago
Dear Lesa,
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,
Veronika
Casino.Guru
