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Hello, I opened an account at 31Bets Casino on January 28, 2025.

The only purpose of opening an account was for me to be able to send a self-exclusion request to the casino to block me due to gambling addiction.

So on January 29, 2025, I sent a self-exclusion due to gambling addiction to Casino.

This was not processed by the casino, so I was able to make deposits on February 10, 2025.

I am requesting this back from the casino because I have created a valid self-exclusion based on the casino's general terms and conditions.

On February 10th I contacted the casino again and requested a refund, only then was my account closed

Hallo, ich habe am 28. Januar 2025 einen Account bei dem Casino 31Bets eröffnet.

Die Accountöffnung diente nur dazu, dass ich einen Selbstausschlussantrag an das Casino senden kann um mich aufgrund von Spielsucht zu sperren.

Also habe ich am 29. Januar 2025 einen Selbstausschluss aufgrund von Spielsucht an Casino gesendet.

Dieser wurde vom Casino nicht bearbeitet, und so konnte ich am 10. Februar 2025 Einzahlungen tätigen.

Diese fordere ich von Casino zurück, da ich einen validen Selbstausschluss aufgrund den allgemeinen Geschäftsbedingungen des Casinos erstellt habe.

am 10. Februar habe ich das Casino erneut kontaktiert und eine Rückerstattung gefordert, erst dann wurde mein Account geschlossen

Dear xSerious169,

Thank you very much for submitting your complaint. I'm sorry to hear about the issue you're facing. To help us better understand the situation and assist you as efficiently as possible, I kindly ask you to provide a bit more information.

• Have you received a response to the email you sent to the casino on January 29?
• Could you please forward the original emails you sent to the casino on both January 29 and February 10, along with the casino's responses? You can send them to my email address: veronika.f@casino.guru.
• Did you reach out to customer support anytime between these two dates?

I hope we can resolve this issue for you as quickly as possible. Thank you in advance for your cooperation.

Best regards,

Veronika

Hello,

Thank you for your efforts.

I am not sure if I received a response to my email of January 29th.

I think it was just a standard generated response that my request was being processed.

I will be happy to forward the emails to you.

I had no communication with the casino between the two dates as I assumed my self-exclusion request was being processed.

I have also contacted my email provider web.de for confirmation that my email was successfully sent to the casino on January 29, 2025

Hallo,

Danke für Ihre Mühen.

Ich bin mir nicht sicher, ob ich eine Antwort auf meine E-Mail vom 29. Januar erhalten habe.

ich glaube, es war nur eine Standard generierte Antwort, dass meine Anfrage bearbeitet wird.

die E-Mails leite ich gerne an Sie weiter.

Zwischen den beiden Daten habe ich keine Kommunikation mit dem Casino gehabt, da ich davon ausgegangen bin, dass meine selbstausschlussanfrage bearbeitet wird.

ich habe ebenfalls meinen E-Mail Provider web.de kontaktiert für eine Bestätigung, dass meine E-Mail am 29. Januar 2025 erfolgreich an das Casino versendet wurde

Thank you for your emails.

• Have you received confirmation from your email provider that the email you sent on January 29 was successfully delivered to the recipient?
• Could you also confirm the exact date when the casino blocked your account? Was it on 10 February, or did it occur at a later time? Additionally, did you contact the casino via chat or email after losing your deposits on February 10, and requesting a refund due to the failed self-exclusion?

Hello, yes, I received an official confirmation from my email provider web.de that I successfully sent my email to the casino regarding self-exclusion.

My account was only closed on February 10, 2025, when I made a deposit and requested it back from the casino.

previously my account was not closed

Hallo, ja, ich habe von meinem E-Mail Provider web.de eine offizielle Bestätigung erhalten, dass ich meine E-Mail bezüglich des Selbstausschlusses an das Casino erfolgreich versendet hab.

Mein Account wurde erst am 10.2.2025 geschlossen, als ich eine Einzahlungen getätigt habe und diese vom Casino zurückgefordert habe.

zuvor wurde mein Account nicht geschlossen

Please forward me the confirmation you received from the email provider at veronika.f@casino.guru.

Hello, I sent this to you with the request that you treat it confidentially.

The casino also has this information... but the compliance manager isn't interested.

Hallo, habe ich dir geschickt mit der Bitte, dies vertraulich zu behandeln.

Dem Casino liegt das auch vor.. interessiert den compliance Manager aber nicht.

Thank you very much, xSerious169, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello xSerious169,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear 31Bets Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

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 have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through their website at https://anjouangaming.com/submit-dispute/. They have additional tools and options to assist players in these situations. For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators. If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at michal.v@casino.guru. I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Michal V

We’ve reopened this complaint at the request of 31Bets Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear xSerious169,

The casino has informed me that the first instance of you requesting self-exclusion was on the 10th of February. No communication from you was received on the 29th of January, as you claim.

Since this pattern (the casino not receiving your initial email) has been repeated countless times, it's safe to say that the problem is on your part, not the casino's. This complaint, together with any other complaints of this nature, will be closed.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.