The player from Spain, who had a pending withdrawal of 950€, was unable to access their account due to an IP block and had received no response from the casino's support. After the issue had been raised with the Complaints Team, the casino had confirmed that the player could access the site and that the withdrawal was confirmed. The player later confirmed that the issue had been resolved and they had received their withdrawal. The Complaints Team had marked the complaint as 'resolved'.
31bet Casino - Player's IP has been blocked, preventing withdrawal.
Amount: €950
31bet Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
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10 months ago
Translation
Hello, I have a pending withdrawal of 950€ and my IP has been blocked, preventing me from accessing your server. I have sent emails to support@31bet.com without receiving a response.
Automatic translation:
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10 months ago
Dear Jop9,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with 31bet Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Have you made any successful withdrawals from this casino before?
Could you please confirm if you passed the KYC verification?
Could you kindly specify if your IP was blocked by the casino or your internet provider?
When was the last time you contacted customer support regarding this issue?
I hope we will be able to help you resolve this problem as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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10 months ago
Hello. We are sorry to hear that you had an issue with our page.
As we checked, you were able to successfully access the site. As for the withdrawal, we can confirm that it is confirmed and would ask you to inform as if you still have a problem with receiving the amount.
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10 months ago
Dear Jop9,
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.
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10 months ago
Translation
The casino solved the problem for me and I received the expected withdrawal.
I recommend this casino 100%
Automatic translation:
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10 months ago
Dear Jop9,
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
