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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

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

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.

Hallo,

danke für ihre Rückmeldung. Ich habe keinen Selbstausshluss bei 30bet beantragt. Ich habe aber gemerkt, das es sich um ein Schwestercasino von Manga Casino handelt. Bei Manga Casino wurde ich gesperrt wegen Glücksspielsucht. Bei 30bet hat noch keine KYC Überprüfung statt gefunden. Ich konnte dort ohne KYC Überprüfung einzahlen. Bin aber der Meinung das 30bet meine Spielsucht bekannt gewesen ist und eine Registierung und Einzahlung verhindert werden sollte.

Did you use the same personal information (name, address, telephone number, email) for your registration in Manga Casino and in 30 Bet Casino?

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.

Ich habe eben eine Nachricht von 30bet erhalten. Meinem Casino Account wurden 210€ gutgeschrieben und diese kann ich nach der Verifzierung auszahlen. Danach wird mein Account geschlossen.

bitte siehe Anhang.

ich hoffe die Auszahlung klappt nach Verifizierung. Ich werde mich melden sobald die Auszahlung auf meinem Konto eingegangen ist.

The money has been paid out! Thank you!

Das Geld wurde ausgezahlt! Vielen Dank!

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