31bet Casino - Player is struggling to withdraw his winnings.

I try to withdraw €1009, I only have 3 withdrawal methods available, they say to use mifinity, I make an account and it turns out that they say that it doesn't work, they say to use skrill, it doesn't work either, they say to try again that skrill already works, it fails again Now they say try neteller which is the last option and it should work. To use neteller I need to deposit. My limit is €900,000 but they differ that according to the system it is €10. The skrill withdrawal hasn't been canceled yet so I can't do anything and I can't deposit with neteller so I can't withdraw either. The only solution they offer me is to wait.

Dear alexlisen86,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 31bet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise if your account has been fully verified?
• Have you been advised why the 2 withdrawal methods you tried previously don't work?
• Is it an internal casino system issue, or it’s related to your account only?
• Do I understand correctly the deposit limit is set up as a responsible gambling tool?

Thank you very much in advance for your reply.

Best regards,

Tomas

m Account is completely verified, they say that the methods do not work for reasons beyond their control, but as you can see, I talked to Skrill and they say that everything is correct and that I can receive up to €500,000.

I don't know if it's an internal problem or my account. The first time I said that skrill doesn't go then yes then again no, I don't know if they even try.

I set the deposit and game limit so as not to lose the €1009 that I want to withdraw since I think that is what they want while they put off saying that they cannot make the withdrawal.

They say that I should try to withdraw with neteller, which is my last withdrawal method, but when I do so, it tells me that in order to withdraw I have to deposit first. I cannot deposit since I have a deposit limit which I cannot remove because when I change it I receive an email with a confirmation link that does not open in any way. They said to try deleting cookies or from another browser, I tried it and it does not open at all. So I can't try to withdraw with Neteller either.

Thank you very much, alexlisen86, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Once again they just canceled my withdrawal for no reason when it was more than 3 days since my request, it seems that they are laughing at me, 7 times they canceled the withdrawal and they always say to request it again that they will put it urgently ec.... ALL LIE. They do not comply with terms and conditions.

Hello alexlisen86,

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

We would like to invite 31bet Casino to join the conversation.

Dear 31bet Casino,

Can you please provide information on why the player's withdrawal requests were not processed successfully?

If the information can't be shared publicly, please send them to michal.k@casino.guru

For the eighth time they have again canceled my withdrawal.

The only way to withdraw that it offers me and they always cancel me is mifinity which is considered a scam because many people complain that they cannot get their money out of there. I have been waiting for 12 days for mifinity to verify my bank account for when bet31 sends me the money to get it out of there and it is impossible for me.

bet31 says that I can only use mifinity when I get skrill and neteller in options, but they don't want to send me the money there. Casino guru why do you value a casino that is so bad?

Please, I only ask that you send my money now to Skrill since it is a method that I have available in withdrawal options and Skrill tells me that there is no problem in sending it since my account is verified, and not to a scam like mifinity, you just have to search in google that they keep the money and do not pay.

They tell me to wait 6 hours and the withdrawal can finally be processed, to contact the chat and it will be done as a priority. After 6 hours I request the withdrawal for the eighth time and they cancel my withdrawal again. They say that they cannot, due to technical problems, not request more withdrawals and wait for the corresponding department to contact me to resolve the case. I feel cheated. Attached copy of the chat with the manager. I think the option will be to file a complaint with the regulator since it is not credible that 8 withdrawal attempts and 8 excuses for not doing it, neither skrill, nor neteller, nor mifinity works, I hope they make the withdrawal now because I am very worried about my money.

Tenth withdrawal attempt and as always this time they say that the withdrawal will be processed, wait, be patient...

It is clear that 31Bet is doing everything possible to avoid making the withdrawal of €1009 after having deposited €1,750. I can't understand why they rate such a dishonest and unreliable online casino so highly to its users.

Dear alexlisen86,

I understand your frustration. I am still waiting for more information from the casino. Just so you know, the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Nevertheless, I am keeping my fingers crossed that we will be able to solve your problem.

Once again, after telling me yesterday that they will surely make the transfer today, they tell me that they are going to cancel it and that I request it tomorrow, that I can only withdraw €1,000 a week and my withdrawal is €1,009 in t&c it says that the withdrawal is €10,000 per week max. They do not comply with terms and conditions. As you can see they are extending this without any reason for not making the transfer, tomorrow I am sure they will say the same. And so there are already 10 withdrawals canceled in 10 days.

They have achieved what they wanted, for the tenth time they cancel my withdrawal and desperately I see that they will never pay, so I bet my money without meaning and lose everything. They are scammers. I don't know why you give them so much note when it is so easy to deposit and it is impossible to withdraw. I have lost €1750 thanks to them and on top of that they laugh at me in the chat, rubbish from agents working in the chat, they are criminals and I am going to file a claim with the regulator for it

Dear Alexander, we are sorry for the experience you had but as Michal explained, there are payment issues that are out of our control. We were waiting for the response from them to solve your issue and you should not have rushed into playing before that.

I am self-excluded from gambling in the Spanish government, so I can neither register nor deposit in any casino that operates legally in Spain. With you I lost €1750 which I am going to claim in court if you do not want to return it.

Besides, I had an exclusion in your monthly casino of wager, deposit and loss activated at €1. There were 25 days left and because of my problem with the game I asked you through the chat to remove it from me and you did. If I set responsible gambling limits for a month, you must wait for that time to end, because if I did, it is because I have gambling problems. You should never have removed that limit, leaving me €1009, since I knew that with 10 cancellations of my withdrawal and 10 days trying to withdraw that money, I was going to bet that money on my gambling problem. So I demand that they refund me at least €1009 for having removed the monthly limit that I set for responsible gambling and which still had 24 days left to bet. I will request the rest by the Spanish court if they do not want to pay it voluntarily since I should never have been able to register on their page for being registered in self-exclusion in the Spanish government.

Dear alexlisen86,

Considering all the provided information, I'm not sure if we can help you further.

Although I can understand your frustration with the unsuccessful withdrawals and we would ideally want to see the withdrawals to be processed the same day, because of the above-mentioned reasons, this can not be always done. That's why we allow the casinos 14 days to process the payments. The players sadly need to be patient and allow the casinos to check for possible issues with the payment if it's not processed in a reasonable time.

Unfortunately, you have decided to play your balance and lost it, I'm afraid there is not much that can be done anymore.

Can you please forward me any evidence that you requested the casino set responsible gambling limits to me at michal.k@casino.guru? Please send me the evidence as you requested to cancel the limitation on your account as well.

Have you informed the casino about your gambling problems and that you have self-excluded yourself from gambling in Spain prior to opening your account and depositing at 31bet Casino?

My monthly wager, my losses and deposits were €1 and there were 24 days left to be able to change them when they were removed. Although I have requested it, if I put a monthly limit it is to be fulfilled, but what is the use of putting a limit if you can remove it before time, what responsible gambling is that? I already sent a claim to the regulator to get my money back since Guru Casino says that it can't do anything, maybe the regulator can.

Dear alexlisen86,

As I have mentioned previously we allow the casinos 14 days to process the payments. The players sadly need to be patient and allow the casinos to check for possible issues with the payment if it's not processed in a reasonable time.

Unfortunately, you have decided to play your balance and lost it, so I'm afraid there is not much that can be done anymore.

Regarding the responsible gaming limits, have you informed the casino about your gambling problems and that you have self-excluded yourself from gambling in Spain prior to opening your account and depositing at 31bet Casino?

I set the limits for 1 month after seeing that the casino rejects my deposits because I sensed that it was for me to lose money. After 7 days I asked them to remove it and they removed it before the end of the month, when it should have been removed after 30 days. If the casino operated legally in Spain, they would know that I am self-excluded by the Spanish government and I could not have played in this casino, but since they operate illegally, according to what the game management informs me, they do not have the list to know those who are self-excluded by the government. They tell me that if they don't return the money I can denounce them in court and apart from having to return the €1750 deposited they will be penalized for operating illegally in Spain without a license.

Dear alexlisen86,

we have thoroughly checked your logs and activity. The limits were set properly and removed according to your request after the time lapse of more than 24 hours, as it is stated in our T&C rules and MGA's directive.  

There were no implications from you about the gaming addiction and as soon as you declared in the Askgambler complaint, your account was closed and you were denied the access to our services.

Thank you for the response, 31bet Casino.

Dear alexlisen86,

I am sorry I have to repeat myself again, but although I can understand your frustration with the unsuccessful withdrawals and we would ideally want to see the withdrawals to be processed the same day, because of the above-mentioned reasons, this can not be always done. That's why we allow the casinos 14 days to process the payments. The players sadly need to be patient and allow the casinos to check for possible issues with the payment if it's not processed in a reasonable time. Unfortunately, you have decided to play your balance and lost it. I as well understand your frustration that the wager/loss/deposit limits were lifted by the casino but wager/loss/deposit limits are not the same as self-exclusion. In general we, of course, would like to see the casino leave the limits until the set time period runs out, but the casinos often allow the player to remove these limits per their explicit request which we can’t consider as something not fair. After our internal discussion as a whole complaint team, we could not reach a clear decision so I would advise you to contact the regulator.

As you stated that you have already contacted the regulator we will close this complaint as "waiting for the regulator's decision" as there is not much that can be done from our side anymore. We will adjust the complaint classification once there is an official decision from the regulator.

Please let me know how they responded (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

If you run into any other issues with this or any other casino do not hesitate to contact us in the future, and we will try our best to help.

Best Regards,

Michal

Dear alexlisen86,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Maltese Gaming Authority (MGA), we kindly request you to forward us their official statement at michal.k@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Michal

Neither the license nor the casino responded, being casinos that operate illegally in Spain they are the same mafia. The case will be resolved in court if they do not return the €1,750.

Dear alexlisen86,

I'm sorry to hear your issue has still not been resolved with MGA as well. It's quite rare that MGA has not responded, usually, they are pretty good with communication.

Please forward me the email that you have sent to them at michal.k@casino.guru

Dear alexlisen86,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.