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Hi I self excluded from 30bet for 5 years due to gambling addiction they allowed me to re open my account and deposit £6400 one of my bank accounts have now closed my account because the transactions are coming up as crypto payments I do not have any crypto currency I need my money refunded into my nationwide account they should have never allowed me to reopen my account I have a really bad addiction I live alone and I have no money left at all I don't know what I'm going to do I need my money refunded I self excluded for 5 years from their sister site Qbet they didn't allow me to re open the account this has made me suicidal I have no money to eat or anything please casino guru please help I need my money refunded in my nationwide account.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When exactly did you self-exclude from 30 Bet Casino? Please forward me the original self-exclusion request, along with the casino's responses and confirmations regarding the 5-year self-exclusion to veronika.f@casino.guru.
• Did you request your casino account to be reopened? If so, when exactly?
• Is your account still open, or has the casino closed it in the meantime?

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

So Veronika what happened was i had an account with qbet and 30bet last month I decided to self exclude from both sites for 5 years because of my gambling addiction qbet declined to re open my account but 30bet reopened my account before my 5 year self exclusion period ended they have let me down I have lost all my money to name I live alone and in have no one at all my rent isn't paid I haven't done my food shopping ive been in my room since Thursday im so scared about what's going to happen to me the casino should have protected me and said no to re opening my account before the end of my 5 year period because im an addict i did ask them to reopen but qbet said no and 30bet reopened even when they was aware I self excluded for 5 years I will attach everything so you can see ive lost all my money to name. Im

I have also emailed you all the correspondence

The account is not completely closed thet have blocked the play access and deposit access they said they are reviewing and would get back to me in 24/48 hours however I have not received any response and it's been 2 days now from my understanding if a player requests 5 year exclusion when the player comes back trying to reopen the account the casino should prevent this by declining to reopen the account until the self exclusion period is done that's the whole point of self excluding for 5 years I feel like ive been let down here qbet and 30bet are under the same management and qbet declined to reopen so obviously there's a error here somewhere Im really scared and this has greatly affected me I really hope 30bet will do the right thing and refund my deposits on this occasion due to the circumstances i am a gambling addict and wouldn't have requested a 5 year exclusion period otherwise I hope you would agree in this fact. This has greatly affected my mental health i haven't been out my room since Thursday I feel suicidal my bank is overdrawn I have no money to eat or pay my bills please casino guru help me

Have you also received my emails

Veronika my account has now been closed without any notification after I tried to withdraw the last 100 in my gaming account to buy food I tried to contact live chat but they keep ending the chat

So 30bet are saying they are not returning my money no ones responded to my complaint ive got no choice but to report 30bet manga casino qbet 55bet gqbet to the gambling commision to get them shut down permanently and remove their websites permanently and close their payment providers so they can't process payments ive already contacted them and all I have to do is attach all information and send it forward this is absolutely disgraceful

I will report to them to all necessary countries they are operating in

Hello,

Thank you for sharing the conversations you had with the casino’s customer support. I’m really sorry to hear about your situation, and I can only imagine how horrible this experience must be for you.

Before we proceed further with your complaint, I still need to collect some additional information from you. You have provided several chat conversations with customer support; however, these took place either shortly before your account was reopened or after you had already lost money. Unfortunately, I have not yet received your original self-exclusion request.

Could you please send me the original message or conversation in which you first requested self-exclusion from 30 Bet Casino? This information is very important for us to properly assess your case and determine whether the casino acted in line with its obligations.

I did not receive one this is because I self excluded for 5 years through the website self exclude for 5 years option however the emails i sent you also has the chat of them agreeing i was self excluded for 5 years but they proceeded to reopen

Hello Sheraz1996,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thats fine i would just like to add in the casino Terms and Conditions it states a self excluded account can not be reopened untill the self exclusion period is over it states no where a self excluded account can be reopened. This casino doesnt follow their own terms and conditions of the site but players are supposed to follow them?

Dear Sheraz1996

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello Sheraz1996, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of 30 Bet Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

I have provided all information however I will update you on the complaint and the situation. I requested a 5 year self exclusion from 30bet and their sister site Qbet due to me suffering with gambling addiction from my understanding and the terms and conditions of the site specifically states a self excluded account cannot be reopened until the given time frame has passed in my circumstances was 5 years. The way I self excluded was through the responsible gaming section of the website on my login profile once I selected 5 years self exclusion this was automatically applied to my account. Now I am aware I asked the casino to re open my account however due to my 5 year self exclusion they should have denied my request and safe guarded me from re opening my account which ever other casino I have used has and does implement as their terms and conditions states however 30bet did not do this they allowed my account to be reopened one month after my 5 year self exclusion request this is not anywhere stated in their terms and condition. In all honesty this really affected me mentally physically and emotional on a great scale as I am also struggling with other aspects of my. Life right now I honestly didn't need this I am slowly recovering and have good faith in God I will recover from this however this is not right it's set me back and if a vulnerable customer self excludes for 5 years casino should not be allowing for self excluded accounts to be reopened even if they request it which they will if they are an addict it is on the customer to initiate the self excision and then it's on the operator to Implement the self exclusion to safe guard the customer I've read other complaints were they have rectified this with other customer hopefully they will do the right and honest thing and correct what they have done I will then change my Outlook on this casino but so far I'm at a stale mate here I did inform the casino about my situation and the fact my self excluded account was reopened and shouldn't have been reopened however I got the impression they was unfazed this really surprised me honestly I genuinely felt like I was target I am a vulnerable customer.hopefully we can come to some sort of agreement and fair decision based on what has happened thank you I will add proof of confirmation my account was indeed self excluded. 🤝

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I had a feeling this would happen what a shame. Oh well if they dont respond they will just have to take the black points.😅

Still no response so what happens now?

Dear Sheraz1996,

I have tried to contact the casino repeatedly via e-mails and Teams, and the casino representative agreed to look into this complaint and joins the mediation process. Unfortunately, seems like that is not going to happen. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

First, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

As a next step, I do recommend you contact the Curaçao Gaming Authority (https://www.gamingcontrolcuracao.org/contact) and submit a complaint with them. Although according to their own article about online gaming - this authority does not deal with the player complaints, they stated that too many messages regarding the same casino may lead to revoking the license in the future, therefore it is worth a shot. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej