The player from Spain had reported that he was unable to access his account on 31BET Casino due to website errors, which also stopped him from withdrawing a balance of approximately 1100 euros. Despite his attempts to resolve the issue with the casino's technical support team, he had received no response. After a series of exchanges between the player, the casino, and the Complaints Team, the player had been able to access his account through an external network. However, he still faced issues with his personal devices and network. The casino had insisted that the player's account was not blocked or restricted, attributing the issue to technical difficulties. The player later expressed dissatisfaction with the casino's KYC process, claiming that his withdrawal requests had been repeatedly rejected due to unfinished verification. Despite the casino's assurance that the player's account was not restricted and their offer to close the account and withdraw the funds, the player insisted that the casino had blocked his IP. The issue remained unresolved as the player did not respond to further communication from the Complaints Team.
31bet Casino - Player is unable to access his casino account.
Amount: €1,100
31bet Casino
Safety Index:Above averagePlayer stopped responding
REJECTED
Case summary
I've been a client at 31BET Casino since June. Everything was going relatively smoothly. I had occasional issues with withdrawals, but in the end, things worked out. Suddenly, on the 21st of September, I tried logging into the casino and the website was giving me an error. All the 31BET links I found on Google were also throwing errors. A message appeared indicating that the site was not secure. I reached out to the technical support team and they sent me a new link. The link worked initially, but upon entering my username and password, it threw an error again. I have communicated this back to the support team but I yet to receive a response. A few hours later, even the link they sent was showing an error. I have no way of accessing the casino site. I had approximately 1100 euros in my account which I cannot withdraw because I can't log in. I've sent numerous emails to support and haven't received a response.
Dear ronin20,
Thank you very much for submitting this complaint. I'm really sorry to hear about your issue with 31bet Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Have you tried accessing the casino page through a different web browser?
Have you tried clearing cookies and cache?
According to our data, the site should be up and running for players residing in Spain. Please forward me the screenshot of the error you see when you open the site.
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
Good afternoon. I have tried everything they have told me. I have deleted cookies, cache, I have restarted the computer, the mobile, I have checked the Internet connection, I have tried other browsers... 
These are screenshots entering the link that I always use for 31betcasino and the alternative that they gave me in technical support. None of them work. The same error always appears. 
Dear ronin20,
Could you please try to access the page through desktop version.
Good afternoon. I don't understand what you mean by "desktop version".
I can't access it in any way. Not from my phone, not from my computer. It seems like they have blocked my IP.
Dear David, we checked your profile and your account is not blocked or restricted in any way.
There must be a technical issue which we are investigating right now.
Good afternoon, again. I just connected from another network other than mine. And he lets me enter his casino. Only up to the main screen. As soon as I enter username and password it gives me an error. I am attaching screenshots of this. Also, I have received a response to an email from your casino, in which they tell me that my account was blocked due to repeated failed attempts, which is false. I also attach a screenshot. I think you blocked me from the beginning. As I already explained, one day I opened my computer to enter the casino and the page gave me an error. I contacted technical support and they provided me with another link. With this new link, something similar happened to me. He let me go to the main screen of the casino. I entered username and password and then gave an error. Then, I tried to recover the password, using username and email and again the error occurred. And, from then on the page doesn't even load. But this only happened with my cell phone and my WiFi. If I try a different Network, as is the case today, we go back to the beginning. It lets me go to the casino's main page, but it gives me an error when entering username and password. And when trying to recover password, the same thing happens.
So you will say. I am waiting for them to solve this problem.
All the best.
Good afternoon.
Dear Veronica, First of all, I would like to thank you for everything you are doing for me. Thank you very much for all that. Next, I would like to inform you that I have now been able to access my 31BETCASINO account. I have achieved it through a WiFi completely unrelated to me, but the initial problem for which I made a complaint persists. As I said before, it is as if they have blocked my IP, since with my personal phone and my private WiFi it does not allow me to access anything in the casino, but as soon as I connect to an external network, it stops me. I have recorded a video of my phone screen which may help you understand my problem.
I also have to tell you that 31betcasino has contacted me to ask for my personal information to try to resolve the problem.
I will keep you informed of how everything is going.
Thanks again.
All the best.
It won't let me attach the video. Tell me an address where I can send it to you, please.
Dear ronin20,
I received the video you sent us, thank you very much. Could it be possible that the casino website is blocked by your internet provider? Do you use the same internet provider when accessing the website through wifi network and through mobile data?
Dear Veronika:
First of all, I want to express my gratitude to CASINO GURU and, especially, VERONIKA. I only have good words. It has helped me a lot. Thank you very much for all that.
I would like you to mark my complaint as RESOLVED. I have spoken privately with 31 BET CASINO and it seems that everything is resolved now. At the moment, my connection is working. Also, I would like to take this opportunity to thank IRENE DIAS (31BETCASINO) for her time and effort so that everything was resolved as soon as possible. Thank you very much for that.
Greetings to all the people who are reading these words and good luck.
Dear David, thank you for your patience and understanding. We hope that your further experience on our page will be convenient and exciting.
Dear ronin20,
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,
Veronika
Casino.Guru
We've reopened this complaint at the request of ronin20. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. The player sent us the following email:
Hello, Veronika.
The problem with the casino continues.
I have never, I repeat never, seen a casino like this. I feel cheated. They have laughed at me.
I had been trying to withdraw money from my account for many days and they rejected me. They asked me to verify a card with which I once deposited €19. I provided them with all the documentation they asked for. It seems that it was not enough. They asked me for more and more things. The days went by and they still didn't verify my card and denied me withdrawals.
Then they block my IP and I am unable to access the casino for a few days. Later, it seems that the problem is fixed. And, last night, the problem repeats itself. I was playing roulette. I bet on 10 numbers. I bet on 10 numbers, the 5 hottest and 5 coldest from the last 500 spins. And I gradually increase the bet until it falls. Well, in total I had bet €1,432. Suddenly the page gives me an error for a few minutes. In the same way as the previous days. And, when I manage to enter again, a number of those 10 that I bet on had already come out. With which, I lost €1,432. They assured me that the problem was resolved and they lied to me. My account was at €0.
I looked for the option to unsubscribe on the page and it does not appear.
I sent them an email so they could unsubscribe me. He didn't want to continue in his casino. This morning, the last straw was an email that I received from them that I attach to you. They are laughing at me.
Dear ronin20,
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?
Could you also send me the email you received from the casino? My email address is veronika.l@casino.guru . Thank you.
Dear Veronika,
I perfectly understand that KYC is a very important process, but it should always be a very important process, not only when the casino wants it to be so.
I am going to forward all the conversations I have had with the casino to your email. Also, I remind you that there is another problem besides verification. They blocked my IP and I couldn't get my money back, as I already told you.
All the best.
Hello, Veronika. Could you confirm your email address for me, please?
Is "veronika.l@casino.guru" correct?
I think you haven't written it well.
Thank you.
Dear ronin20, yes the address is correct. I received your emails, please bear with me while I check all the information you provided. Thank you for your patience.
Dear ronin20,
I have thoroughly investigated the communication you provided us with. Your withdrawal is apparently being canceled due to unfinished verification. Could you please clarify if you sent the casino all the necessary documentation regarding your card 539572XXXXXX8852? If you used this card for making deposits, the casino is eligible to request proof that this card truly belongs to you.
Good morning.
Yes. When requested, I sent all the necessary documentation to verify the card. I only paid €19 with that card. Later, I used another card. It is also verified.
I still can't enter the casino. They blocked my account. They are SCAMMERS. I do not recommend anyone to play in that casino. I just want the €1,432 back and lose sight of that casino forever.
Dear ronin20,
We can assure you that your account is open and it does not have any restriction.
We have previously discussed your issues with the access of the page. As after the multiple attempt, we were still not able to sole your problem, we offered you the closure of the account and withdrawal of your funds, you confirmed that you were able to enter the page successfully and preferred to continue playing.
Our T&C's clearly state that we have to verify every used credit card before we are able to accept the withdrawal. We offered you various types of verification documents instead of protos of the card, which you also declined.
Dear casino,
You blocked my IP. That's why I can't access my account. You fooled me. They made me believe that the problem was solved and it was not.
There were several withdrawals of money from my account. The problem for you started when I started making a lot of money. I explained the situation with that card to them. I still sent them all the documentation, but the problem was that I was making money EVERY day. You don't like people who win at your casino. What you do is called SCAM.
Give me my money back and matter resolved.
All the best.
Dear ronin20,
are you able to access your casino account? Previously, you had a problem accessing it via phone, is the desktop version working for you?
Could you please confirm if you sent all the requested verification documents in the correct format to the casino?
Good morning.
I can't access it via phone and I can't access the desktop version. I have already told him several times. I already sent the card verification documents a long time ago. I sent you all the history of conversations with the casino, but it seems that you haven't bothered to read it.
I think I'm going to complain in other ways. This website seems very slow and useless.
All the best.
Dear ronin20,
We can once again confirm that your account has never been blocked from our side.
As we were aware of your issues, we suggested transfer all the amount that was on your account and close your profile, which offer you declined and claimed that you preferred to continue playing on the desktop version.
As for the card verification, we explained that each card needs to be verified separately and provided different methods which could have been used that you declined, as well.
Dear ronin20,
The casino informed you that your account is not blocked from their side. As I mentioned in one of our previous messages, the site might be blocked by your internet provider, and this is something the casino can not influence.
If you are not satisfied with the casino, you may consider withdrawing all your balance and choosing a different platform to play at. However, it is essential to provide the casino with all the required documents for verification.
Dear Veronika
You definitely haven't read anything I've written. You have not read any of my messages in this chat. You also haven't read the email conversations I forwarded to you.
I have read everything that you sent us and I explained to you the further steps that need to be done to make sure your complaint is resolved. Have you sent the documents needed for the verification of your card, please? I am sorry but if you refuse to cooperate with us or the casino, I will be forced to reject the complaint.
