30 Bet Casino - 플레이어의 상금이 계정에 적립되지 않습니다.

Hello, I was playing the Bloodaxe game by Relax gaming/4Leaf gaming on 30bet.com. I landed on the bonus wheel at 80 cents and it stopped at 500x, meaning a win of 400 Euros. The issue is that the game subsequently froze and my winnings were not credited. According to the game's information, any open game is resolved after 2 days and the winnings are credited, but this didn't happen. It has now been 6 days since the occurrence and despite contacting chat multiple times, I'm not convinced that anything is being done. Five days ago, I was told that I would receive a response in 24 to 48 hours, which was evidently a lie, hence my complaint. I unfortunately cannot upload the proof video here as the file is too large, would it be possible for me to send it via email instead?

Hallo, ich habe bei 30bet.com das Spiel Bloodaxe von Relax gaming/4Leaf gaming gespielt. Ich bekam auf 80 Cent das Bonus Rad und es hielt bei 500x an heisst ein Gewinn von 400 Euro. Das Problem ist das sich das Spiel dann eingefroren hat und mein Gewinn wurde nicht gutgeschrieben. In den Infos des Spiel steht jedes offene Spiel wird nach 2 Tagen aufgelöst und der Gewinn gutgeschrieben, letzteres ist nicht passiert. Es sind jetzt 6 Tage vergangen seit dem Ereignis, den Chat habe ich mehrmals kontaktiert und es wird sich angeblich darum gekümmert was ich nicht glaube. Vor 5 Tagen hieß es sie melden sich in 24 bis 48 Stunden, das war natürlich gelogen uns deshalb gibt es jetzt eine Beschwerde. Ich kann das Beweisvideo leider hier nicht hochladen da die Datei zu gross ist, kann ich es per Mail senden?

Hello yasin61,

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 if your account is already verified and if yes, since when exactly? How is the bet visible in your betting history? Did you contact the game provider as well? When was the last time you spoke to the casino and what was it about?

Please forward the mentioned video with any additional evidence to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

Hello, my account has been verified for about 7 days. I can't see the bet because you can only see the last 10 bets in the game and I then made around 2000 spins on other games. I contacted Relax gaming today, but they write this on the homepage: Thank you for contacting Relax Gaming. If your inquiry is in relation to a complaint regarding a session on any Relax or supported third-party game, we would like to assure you that all our games are rigorously tested and go through all mandatory certification processes to provide you with only the highest standard of products.

Please note that due to strict Data Protection Act restrictions, we are unable to access any individual player's account information as held by a third-party, which means that only the casino at which the round was played will be able to investigate specific instances on your account.

The first conversation was on November 27th, 2023 and I was told to wait 48 hours. Then contacted again after these 48 hours and it said 24-48 hours. There was no answer and yesterday was the last contact in which it was about my missing winnings and I have now opened a complaint because their self-mentioned response deadlines were not met.

Hallo mein Konto ist ca seit 7 Tagen verifiziert. Die Wette kann ich nicht sehen da man in dem Spielverlauf nur die letzten ca 10 Wetten sieht und ich danach ca 2000 spins bei anderen Spielen gemacht habe. Ich habe heute Relax gaming kontaktiert, jedoch schreiben diese auf der Homepage dies: Thank you for contacting Relax Gaming. If your enquiry is in relation to a complaint regarding a session on any Relax or supported third-party game, we would like to assure you that all our games are rigorously tested and go through all mandatory certification processes to provide you with only the highest standard of products.

Please note that due to strict Data Protection Act restrictions, we are unable to access any individual player’s account information as held by a third-party, which means that only the casino at which the round was played will be able to investigate specific instances on your account.

Das erste Gespräch war am 27.11.2023 und da hieß es ich solle 48 Stunden warten. Dann nach diesen 48 Stunden erneut kontaktiert, da hieß es 24 -48 Stunden. Es kam keine Antwort und gestern war der letzte Kontakt in dem es um mein fehlenden Gewinn geht und das ich nun eine Beschwerde eröffnet habe da deren eigen genannten Fristen der Rückmeldung nicht eingehalten wurden.

And what I wanted to say, after all this happened, I tried to play the game in demo mode at 30bet.com, the same error occurs there when you get the wheel and get a win of 25x or 80x for example. Then I tried other casinos and the game worked there without any problems. I told the casino this, but the game is still playable and other players will experience the same thing as me

Und was ich noch sagen wollte, ich habe nachdem all dies passiert ist probiert das Spiel im Demomodus bei 30bet.com zu spielen, dort tritt der gleiche Fehler auf wenn man das Wheel bekommt und einen Gewinn z.B 25x oder 80x bekommt. Dann habe ich es bei anderen Casinos probiert und dort läuft das Spiel ohne Probleme. Dies habe ich dem Casino mitgeteilt trotzdessen ist das Spiel noch spielbar und weitere Spieler werden dasselbe erfahren wie ich

I received the money today and the complaint can be closed

Das Geld habe ich heute bekommen, die Beschwerde kann geschlossen werden

Dear yasin61,

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,

Casino.Guru