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Hi casino guru I have a strong concern about my account at 30bet. I created an account with the casino and went onto live chat to speak to them about my account and their safer gambling methods as I wanted to ensure I was playing with a casino that promotes safer gambling before i started depositing. Once in the live chat I asked the representative if I was to self exclude my account for a period of time would they allow it to be reopened. Which they replied if a customer requests the account to be reopened they will re open this. I challenged them on this as this is not stated anywhere in their websites terms or conditions I have read it from top bottom it does state a self excluded account cannot be reopened before the time limit. They then closed my account and stopped responding me. I think what they are doing is unacceptable and they should answer for their actions thank you.

Kind regards [Redacted]😊

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Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that we can’t penalize the casino for closing your account. Casinos, in general, have the right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities, or for no reason at all.

Further, I appreciate your concerns regarding the casino's self-exclusion policy. I understand how important this issue is to you. However, please note that we can only take action against the casino if you have requested a self-exclusion and they subsequently allowed access to your account. Regrettably, the contradictory information given by customer support does not provide us with sufficient grounds to escalate the matter with the casino.

· Could you please advise if you had any remaining real money balance in your casino account?

Thank you in advance for your reply.

Best regards

Attila

Dear Craigdavidson,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru