333 Casino - Hráčův účet byl uzavřen a jeho prostředky byly zabaveny.

I joined 333 on the 31/07/24 and have made 20 deposits over the last 4 days, totalling over £1000 with no issues or requests for further information.

I have also requested 3 withdrawals 01/08/24 £500 & 02/08/24 which i have had conformation emails of being processed and the money is on the way (no payment yet) and another 04/08/24 £2000 which has been canceled by 333.

Serveral hours of playing after making the £2000 withdraw request i got locked out of the account, and got an email saying that I have a self-exclusion in place and my account was set to a nuetral postion, my balance was at £800!!

I spoke to the online customer service who informed that my withdraw was canceled and my balance removed to £0. They are now saying i have self-exclusion, they looked into this and the self-exclusion expired in 2021 for one of there other brands- this was meant to have been removed but hasn't!!

On signing up I used the same email and phone number, and all my personal details.

At the moment they have not replied any communications.

Dear macka01,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Have you previously self-excluded yourself using GAMSTOP?

Could you please clarify if you self-excluded from another casino owned by the same company, or if you self-excluded from multiple casinos?

Has the casino specified that your self-exclusion expired in 2021?

Please send me all relevant communication between you and the casino's customer support for the investigation of your case at veronika.l@casino.guru.

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

In response to the questions:

Not excluded using GAMSTOP.

Wasn't aware that I had self-excluded from a casino of theirs (actually dont know what other casino they have). I would assume that if I had a self-exclusion in place it would let me register or play? It does state on their T&C that if your identity can't be verified after your first deposit the account would be restricted, which they must have been able to do as i deposited over 20 times over several days, as well as making withdrawal requests over those days.

Yes, the customer sevice told me that I had an expired self-exclusion that exprired 14/10/2021

just forwarded an email from them, statting there was an error on there system when i signed up. There position remains the same £0 funds, but more than happy to take my funds as well.

Its more annoying now that they admit there was an error with there system!!

Thank you for your emails. Could you please also send me the deposit payslips showing all transactions made to the casino since July 31?

Additionally, do you have any screenshots of your transaction history from your casino account? I understand that you currently cannot access your account, but if you managed to take screenshots of your history before the casino blocked you, please forward those to me as well.

have emailed the details over

Thank you very much, macka01, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 macka01,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite 333 Casino to join the conversation.

Dear 333 Casino,  

Could you please verify whether the player had an active self-exclusion at your establishment? It appears that a self-exclusion was in effect, but it expired quite some time ago. Therefore, this should not be a valid reason for the non-processing of the player's withdrawal request or the closure of their account. I would appreciate your clarification on this matter. If this information cannot be shared publicly, please forward it 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 macka01,

I apologize for the delay in getting back to you. I have just received a reply from the 333 Casino team today and am currently awaiting further details concerning your situation from them. I will extend the timer by an additional three days in the hope of reaching a satisfactory resolution, if feasible.

Dear macka01,

While I anticipated a somewhat different response from the casino team, the messages I received were as follows:

Good afternoon Michal,

 I hope you are well.

 Although we are unable to discuss any account with third parties. 

 I can confirm that any player who had an issue with their account that could not be resolved would be issued with a deadlock letter and and advised to seek independent advice from an ADR. We would then follow the process with them once we receive contact in reference to the complaint.

 Regards 

Matt

Compliance department.

To which I replied:

Hi Matt / 333 Casino team,

Thank you for the response. So basically, the only advice I can give to the player is to reach out to your official ADR, right?

Has the player received a deadlock letter from you, or does they need to request it first?

And this was the last response from the casino team:

Good afternoon Michal, 

Any complaint that could not be resolved would be issued with a deadlock letter and given details of an ADR.

 We cannot discuss anything with a third party.

 Kind regards

 Matt

Compliance department

Although this approach may not be ideal, we understand that casinos are bound by regulations that limit their ability to disclose sensitive information, allowing such sharing only with authorized Alternative Dispute Resolution (ADR) services or pertinent Authorities. Therefore, if you wish to escalate your complaint, I would advise reaching out to eCOGRA. - an alternative dispute resolution service (Contact ECOGRA | International Test Lab For Online Gambling Products), and submit a complaint to them via email or via their eCOGRA Dispute Form (ADR For Online Gambling | ECOGRA Complaints). It collaborates with the Gambling Commission (Licensing Authority – United Kingdom Gambling Commission | Casino Guru (casinoguru-en.com). Please let me know once you do so and how the eCOGRA responded at michal.k@casino.guru

Thanks Michal,

Thanks for your help on this. They seem to have a general response to most things. When you ask an specfic question you get a very cut and paste response. All I can about them is player beware!!

Will take up with an ADR - but doubt it'll go anywhere.

Dear macka01,  

I understand that my previous response did not meet your expectations; however, there is little I can do at this moment. I recommend that you take your case to eCOGRA, as they serve as the official Alternative Dispute Resolution (ADR) for 333 Casino. Kindly notify me after you have submitted your complaint to them, along with updates on your progress and the response you receive from eCOGRA at michal.k@casino.guru. This information will assist me in monitoring your case and categorizing it appropriately once eCOGRA reaches a decision. I will temporarily close this complaint while we await the regulator's input.

Dear macka01,

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.

Ecorga submitted so waiting on a response

Dear macka01, 

Thank you for your response. As stated earlier, I will be placing this complaint on hold until we receive a decision from the regulator. Please keep me informed of any developments regarding your progress and the feedback you obtain from eCOGRA at michal.k@casino.guru