30 Bet Casino - Виведення гравцем 28 тисяч доларів відкладено та потенційно конфісковано.

Refusing to pay out 28k$

Hello, I need help.

I have been going back and forth with 30bet since the 10th of July - it is now about to be the 10th of August.

A month of continuous KYC delaying tactics to avoid payment.

I made 3 crypto deposits on their website.

They asked me for the normal stuff in the beginning; my ID and proof of address.

I uploaded the documents on their website, I sent it to them in their customer chat and I emailed them the documents.

Even after this they had to ask me for the documents three more times. They have no control.

After I spoke with VIP managers multiple times they made sure the documents got through and everything was fine.

They then asked me to take a selfie with my ID which I sent in.

They declined payment.

After that they wanted me to prove the crypto deposits.

I sent them screenshots of ALL three of the crypto deposits I made, with the transaction ID, date and amount. All the info on all the deposits was there.

They didn't accept that.

They wanted a "BANK statement" showing all the deposits.

A *bank* statement showing crypto deposits.

A type of document that doesn't exist.

Once that was explained to them and they understood that, they declined payment again.

Then they asked me to prove my source of funds.

I sent them my annual tax statements and winnings from another casino.

Declined payment again.

At this point I have proven my identity, my proof of address, my crypto deposits and sources of funds.

Now they tell me: "Full bank statement from June-July 2024 showing the deposits made to our platform."

A bank statement to prove crypto deposits, again. I have already sent them documents proving the deposits, documents which they accepted. After they accepted the documents they asked for other documents, and now they go back asking for the same stuff in a different way.

I could not write everything I have had to go through as I would be here all day. This is maybe 15-20% of everything.

They ask me for a document. If that document shouldn't be possible to get, I have to spend time explaining that to them. Then they ask me for something else. They keep doing this and are not stopping. I have sent them so many documents and talked with them between 60-80 times at least across mail/chat. I need help now. They are threatening to close my account and confiscate funds. I have provided all the documents that they have asked for and still they refuse to pay me my money.

Hello Paracellus,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 30 Bet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Can you please summarize in short which exact documents are approved and which one not? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Could you please advise since when exactly is the verification process ongoing?

Ongoing since the 10th of July 4:38 PM GMT+2.

Can you please summarize in short which exact documents are approved and which one not?

They have not once stated whether a document is approved or not. Therefore I have assumed that when they have stopped asking for a document and started asking for another, the previous was accepted.

ID, proof of address, selfie with ID, proof of the deposits made and source of funds should all be approved.

What they are asking for now is very obscure specifics of a transaction I made 2 months ago which is impossible to find.

When was the last time you spoke to the casino and what was it about?

It was today when I told them I would not participate in their process anymore as it has gotten ridiculous at this point. They are asking about a BTC transaction made the 16th of June. They want a document or screenshot of the origin of the transfer. That is impossible for me to get as the origin was winnings from casinos. Mind you, the transaction they are asking about is a deposit into my crypto exchange account, not their website.

Dear Paracellus,

Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru?

It has now been forwarded.

Thank you Paracellus for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Paracellus,

I'm Michal and I have taken over your complaint.I have reviewed your case and understand that the Know Your Customer (KYC) and Anti-Money Laundering (AML) processes can sometimes be frustrating. However, casinos are required to adhere to certain rules and regulations. While I empathize with you and agree that these processes could be more user-friendly or quicker, they are standard procedures that casinos are entitled—and often obligated—to follow. Players are expected to fully cooperate with these procedures.

I will contact the casino to shed more light on this matter.

We would like to invite 30 Bet Casino to join the conversation.

Dear 30 Bet Casino,

It appears that the player has submitted the typical documentation commonly needed for the KYC and AML processes. Could you please clarify why the player was asked to provide documentation that they do not seem to possess? If there are any details that cannot be disclosed publicly, kindly send them to me at michal.k@casino.guru

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.

Dear Paracellus,

I’ve managed to get in touch with the 30 Bet Casino team. Although our conversation so far was brief, they mentioned there are some discrepancies with the documents you submitted for the KYC and AML processes. I expect to receive more detailed information shortly.

In the meantime, I’ve extended the timer by an additional 3 days to gain a clearer understanding of the situation and hopefully find a resolution that works for both parties.

Dear customer,

I apologize for the late response.

As we did examination of your account, our security team identified certain discrepancies that have resulted in your inability to successfully complete the Know Your Customer (KYC) and Anti-Money Laundering (AML) procedures. We are unable to provide specific information at the moment.

After they approved your KYC, you can withdraw your money.

Sorry for the inconvenience.

This is not true. I have provided you with documents proving sources of funds and also documents proving the crypto transactions.

You asked me to send you bank statemens, I sent you four.

You then proceeded by going through these bank statements and choosing multiple transactions from many months ago with different individuals.

Transactions that I do not even remember. The size of the transactions range from 10USD to 10k USD.

You then summed up all the transactions that I made with each individual.

Individual 1 - roughly 3k USD

Individual 2 - roughly 1k USD

Individual 3 - roughly 2.5k USD

Individual 4 - roughly 10k USD

Indiivdual 5 - roughly 1k USD

These are no surreal amounts to have transacted with people.

Yet still, you want a declaration from these people stating their full name, the amounts transferred, and the reason for the transfers.

These are 5 people that have nothing to do with you or me and this. They are not going to give me a declaration, and it is a crazy thing to ask for.

In the last picture you can also see that they "threatened" me with returning only the deposit if I do not get them the declarations within 72 hours.

The bulk of balance on the account are winnings.

Dear Paracellus,  

I understand that the KYC and AML procedures can occasionally lead to frustration. However, it is crucial to recognize that casinos must comply with specific regulations and guidelines. While I value your viewpoint on the desire for a more streamlined or efficient process, these protocols are standard within the industry. Licensed casinos take KYC and AML requirements very seriously. A significant aspect of these processes is the verification of the source of funds. It is essential for players to provide sufficient clarification regarding the origin of their funds or to explain any transactions that may raise concerns. I encourage you to provide this information, as we will not be able to advance your complaint without it.

So you are saying that I should do what they say and try to contact each of the individuals they are referring to and ask them for a declaration? Is that a usual way to do things?

Dear Paracellus, 

The Know Your Customer (KYC) and Anti-Money Laundering (AML) procedures are standard within the industry and no licensed casino takes them lightly. An important element of these procedures is the validation of the source of funds. It is crucial for participants to offer adequate explanations about the origin of their funds or to clarify any transactions that might be viewed as questionable. It is the player's responsibility to furnish an adequate explanation regarding this matter. Please understand that we will be unable to proceed with your complaint without it.

I have now sent them another document showing the purchase of Bitcoin they are referring to.

They have been very unspecific when it comes to the transactions with the individuals they are referring to. I don't understand what exactly they want me to send. Type of document etc.

I have therefore asked them for more clarification when it comes to that matter.

Dear Paracellus,

I can only advise you to work closely with the casino team to resolve this issue, as there is unfortunately little we can do from our end at this time. I remain hopeful that you will be able to present a compelling explanation and supporting evidence. Please keep me informed of any important updates.

Dear Paracellus,

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.

Hello.

I have sent them proof of the origin of the funds which it seems they have accepted.

I have also sent them the explanation for the transfers with the individuals they asked for.

They then asked me for a proof of sale for one of them, I sent them a car sale contract.

I am now waiting for their response.

Dear Paracellus,  

It's great to witness the progress being made. The casino team now needs to confirm all the information and evidence. Once that is completed, I am hopeful that we can clarify the entire situation and successfully resolve your complaint.

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.

Dear Paracellus,

I hope this message finds you well. I wanted to inquire if you have received the withdrawal at your end.

Dear Paracellus,

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.

Hello.

I would not recommend anyone deposit using the cryptocurrency option. Their lack of knowledge when it comes to cryptocurrency and the documentation they ask for is ridiculous.

After a painfully long and unnecessary process, they allowed me to withdraw the money and closed my account.

Case resolved. Thanks.

Great news, Paracellus. I'm glad to hear that you successfully withdrew your winnings.

I understand your dissatisfaction regarding the whole situation, however, please note that the verification process involving a source of funds check is a standard procedure, which can occasionally take longer than anticipated. Nevertheless, I am pleased to hear that everything has been resolved and that you have withdrawn your winnings.

As the complainant confirmed that they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru (trustpilot.com). An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru