31bet Casino - Печалбите на играча са конфискувани.

Hey, after I won I have been trying to verify my account at 31bet and have done so with my passport and selfie and proof of address which went fine. They were all accepted.

Then they wanted to verify my crypto wallet, the one I used to deposit and I have sent them screenshots of the transaction as well as the interface. I use a wallet called Trust as it is very easy to use. Trust does not require any signup so when they ask for screenshots that include my account information on Trust I can't provide it as the wallet do not have "accounts" so to speak. When I told them this they "deducted" my winnings and only left my deposit.

How is this fair? I have been trying to be very helpful to them and done all they have asked. Then they just deem it okay to take the winnings I made.

Hello kostiantynsimon,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 31bet 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?
• Is it possible to provide documents of how did you fund your Trust wallet as it may server as verification document for the wallet?
• 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?

For a couple of weeks I would say.

Is it possible to provide documents of how did you fund your Trust wallet as it may server as verification document for the wallet?

Yeah that is possible.

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

31 October, the things I sent you in the screenshots.

Can you send me your email so I can send you the exchange with the casino?

Hello kostiantynsimon,

Please forward the mentioned evidence and communication to nikolas.b@casino.guru for further review.

Also forward the funding of your Trust wallet to the casino as well as soon as possible. If you can provide the funding of your wallet (with your own balance and own payment method) it should be enough to verify it.

Looking forward to your response.

Regards,

Nick

Dear kostiantynsimon,

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.

I sent you an email

Thank you kostiantynsimon for all the information provided.

The casino definitely should not confiscate your balance based on the fact that the wallet does not contain any personal information. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you kostiantynsimon for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 31bet Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Dear Kostiantynsimon,

We have made several attempts to verify your wallet, and the KYC department has been awaiting your response since 15.11.2024 to ensure the verification process is successfully completed.

Please note that verification of payment instruments is critical. As per our Terms and Conditions, users must use financial instruments that are valid and lawfully belong to them.

Please see the relevant 31Bet condition below:

3.1.3 You shall only use such credit/debit cards and other financial instruments that are valid and lawfully belong to you in relation to deposits of funds into your account.

As a result, you have been unable to withdraw funds from your account, except for the deposit amount of 697.43 EUR (excluding winnings), which will be returned to the original source using the same channels through which it was received.

Please see the relevant 31Bet condition below:

4.5. Verification

Your withdrawal will not be processed until we receive all requested information and documentation, which shall be deemed sufficient to accept the withdrawal request.

We would like to note that although the amount has been deducted due to your payment method not being verified despite multiple attempts, the KYC department is still actively assisting you. As previously mentioned, they remain committed to helping you complete the verification process so you can receive your funds and open the account.

Dear kostiantynsimon,

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.

I'm sorry for the late reply, the casino asked me to provide them with the receipt of my crypto purchase which I know will do.

Thank you, please keep us updated about any further developments.

Dear Kostiantyn,

Our KYC department had sent you an email based on the previous information. It is for this reason that they sent you the following email.

We apologize for any misunderstanding caused by this.

All funds (deposit + winnings) are now in your balance.

You can also request a withdrawal, and all of your other functions have been enabled as well.

Thank you sir 🙂

Thank you very much for the update 31bet Casino representative.

Dear kostiantynsimon, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

I've received the withdrawal now, thank you very much Peter 🙂

Dear kostiantynsimon,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter