30 Bet Casino - Кошти гравця конфісковано.

Dear CasinoGuru Team,

I am writing to lodge a formal complaint against 30Bet Casino for the unjustified confiscation of my funds, totaling $11,200 USD.

Details of the Incident:

On the 6th of January 2025, I received the following message from 30Bet Casino after undergoing their account verification process:

"Hi Phi,

Thank you for your cooperation during the verification stages of your account.

Please note that we have decided to refund you back the last two deposits made which totals to the amount of 175,081.33 NOK.

The remaining amounts will be confiscated for the below reason:

8.12 If we suspect that you are involved in illegal or fraudulent activities relating to your use of the Site (or a third parties use of the Site) or are in trouble with creditors or are involved in any other behavior detrimental to the Site, we may freeze or close Your Account and /or cancel stakes.

You can now login one last time to withdraw your remaining balance and your account will be closed after that.

If you have any further concerns, please do not hesitate to contact us.

Best regards, 30bet"

My Concerns:

Lack of Transparency:

The casino’s reasoning for confiscating my funds is based on a vague reference to their terms (8.12). However, no specific evidence or concrete explanation was provided to justify such an action. I have not engaged in any illegal, fraudulent, or detrimental behavior on the platform.

Violation of Trust:

I have complied with all verification requests from 30Bet Casino and played in good faith. The sudden confiscation of my funds without a clear basis appears to be an arbitrary action and raises concerns about the casino’s fairness and integrity.

Significant Financial Loss:

The confiscated amount of $11,200 USD represents a substantial loss that cannot be overlooked. I believe this decision is unjust and warrants an independent review.

Request for Assistance:

I kindly ask CasinoGuru to intervene and assist in resolving this matter. I request a thorough investigation into 30Bet Casino’s actions and transparency regarding their decision to confiscate my funds.

I am happy to provide any additional documentation or evidence to support my case. I trust in your platform’s commitment to fair play and protecting players from unfair treatment by online casinos.

Thank you for your time and support. I look forward to your guidance and assistance in resolving this issue.

Dear poatan00000,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’ve encountered with 30Bet Casino.

To better understand your case and to assist you effectively, I would like to ask for a bit more information:

• Have you ever successfully withdrawn any winnings from 30Bet Casino before this issue occurred? If so, could you let us know the amounts and approximate dates of these withdrawals?
• Could you clarify which games you played at 30Bet Casino? Did you focus on one particular type of game or a variety?
• Did you accumulate the $11,200 USD in winnings with or without the use of any active bonuses?
• If bonuses were involved, do you recall the specific terms or restrictions that were in place?
• Did you receive any other communication from the casino—before or after this message—that might provide additional context to their decision?
• Could you confirm whether you attempted to withdraw the refunded NOK amount, as the casino indicated, and if this withdrawal was successful?

If you have any relevant correspondence, screenshots, or other documentation, please feel free to forward them to my email at [email protected]. Having a clear picture of the situation and supporting evidence will help us mediate your case more effectively.

I hope we will be able to help you to resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Dear Petronela,

Thank you for your response and for looking into my case. Below are the details you requested to help clarify the situation:

"Have you ever successfully withdrawn any winnings from 30Bet Casino before this issue occurred? If so, could you let us know the amounts and approximate dates of these withdrawals?"

No, I have not.

"Could you clarify which games you played at 30Bet Casino? Did you focus on one particular type of game or a variety?"

I played some blackjack, some slots and some sports.

"Did you accumulate the $11,200 USD in winnings with or without the use of any active bonuses?"

No bonuses were active.

"If bonuses were involved, do you recall the specific terms or restrictions that were in place?"

No bonuses were active.

"Did you receive any other communication from the casino—before or after this message—that might provide additional context to their decision?"

I did not.

"Could you confirm whether you attempted to withdraw the refunded NOK amount, as the casino indicated, and if this withdrawal was successful?"

Yes, I attempted to withdraw the refunded NOK amount as instructed. The withdrawal was successful.

I sincerely appreciate your efforts in mediating this matter, and I hope for a fair resolution. Please feel free to contact me if you require any further information.

Thank you again for your assistance.

Dear poatan00000,

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague, Kubo ([email protected]), who will assist you further. I wish you the best of luck and hope your issue is resolved to your satisfaction soon.

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you, as we do not have a department handling such issues.

Dear poatan00000,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the 30 Bet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear 30 Bet Casino,

Could you please provide detailed information regarding this case and clarify the reasons for the funds confiscation?

Looking forward to your response.

Best Regards,

Kubo

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 poatan00000,

I wanted to inform you that I have received a message from the casino representative externally, and they assured me that they will provide a response here soon.

Thank you for your patience.

Sorry for the delay.

Thank you for your patience as we work to clear up this situation.

We’d like to address the complaint from the player regarding the confiscation of funds. To start, it’s important to note that the player was involved in fraudulent activity on bets made on sports, which goes against our terms and conditions.

During our investigation, we also uncovered fraudulent accounts linked to the same source. That said, as a gesture of goodwill, we refunded the player for transactions made before these fraudulent activities were discovered.

This was done even though our terms explicitly give us the right to confiscate the full balance in such cases. Additionally, we’ve been in contact with the player since July 2024, requesting the necessary documentation for account verification. Unfortunately, despite multiple requests, the player did not provide the required information in a timely manner. We understand the player may be frustrated, but we want to assure you that our actions were in full compliance with our terms and aimed at maintaining the integrity of our platform.

We hope this clears things up, and we’re happy to provide further details if you needed.

Dear 30 Bet Casino,

Thank you for your response and for clarifying the matter.

Dear poatan00000,

I regret to inform you that, since your issue is primarily related to the sports betting section of 30 Bet Casino, we are unable to provide the necessary assistance in this case. Unfortunately, we do not currently have a dedicated department to address issues related to sports betting, and therefore, we are unable to offer the expert perspective needed to conduct a thorough and detailed investigation of your case.

If you have any further questions or discrepancies, or encounter any issues with this or any other casino, please do not hesitate to contact us again.

Thank you for your understanding.

Best Regards,

Kubo