The player from Germany complains about an uncertain issue. Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.
31bet Casino - Player is experiencing an undefined problem.
Amount: €1,300
31bet Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
Public
2 years ago
Translation
I cashed out 1300
they canceled me again
which I have not fully verified
after that I sent all the documents
after a few days they wanted me to take a selfi with video recordings
the employees are not qualified for the job they are extremely slow
need something different every day
tell the city what they need
Please ban my game account for lifetime under ONYXION MALTA LIMITED license
I have to tell you that the fingers away from the website
Automatic translation:
Public
Public
2 years ago
Dear elvishamza23,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information. Could you please elaborate?
Do I understand correctly that you wish to close your account?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
Public
Public
2 years ago
Translation
Yes, because I gambled away the money
I.
I sent all the documents in 3 or 4 days and they canceled my withdrawal
I wrote in the chat what documents should I send
then I sent all the documents
after 4 days I saw my money on game account
then they wanted me to take a selfi with video
I still don't get it
they should have said right away what exactly they need, not always needing something else after 3 or 4 days
I have decided that the company should ban my gaming account under the license of ONYXION MALTA LIMITED my gaming account for life
Automatic translation:
Public
Public
2 years ago
Dear elvishamza23,
When applying for the self-exclusion or account closure, 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.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings 31bet Casino,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material 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."
Please send another email to support@31bet.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.
Public
Public
2 years ago
Translation
It's already blocked
not because of gambling addiction but the casino delayed payout
Terms and conditions are up to 3 working days and cancel the payment without the reason
I sent all the documents and accepted then wanted a selfie from me because I hit the jackpot 1 million euros hahaha
I've been playing slots for more than 10 years but nothing like this has ever happened
the website does not respect the terms and conditions violates the terms and conditions
I don't know if anyone controls the website
Edited
Automatic translation:
Public
Public
2 years ago
Your account is blocked now. Are there any funds being held by the casino, please?
Public
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2 years ago
Translation
Yes, the game account would be blocked
but the same problem does not happen at Andre player
because it's not fair at all
Of course, I also have a complaint with the MGA authority there because they violate the rules of the general terms and conditions
Automatic translation:
Public
Public
2 years ago
If your account is blocked already and no funds are being held by the casino how else we could try to help you, please?
