31bet Casino - Player’s winnings are partially confiscated.

After depositing over 600€ into the casino, I was given a 23€ bonus which I unlocked, leaving me with less than 100€. This amount should have been converted to withdrawable cash. However, instead of withdrawing that amount, I continued to play until I won 455€. I withdrew 450€ and used the remaining 5€ for a sports bet.

To my surprise, the withdrawal was denied, 335€ were deducted from my account, and I was left with only 115€. The explanation given was that I was only permitted to withdraw 115€.

This didn't make sense to me, as I could have withdrawn the money and deposited it again without any issue…

I made a complaint about this, but nobody responded.

Frankly, this has never happened to me before… In other casinos, once you unlock the bonus, it becomes real balance and whatever you win with that can be withdrawn… I just don't understand, please help me.

Dear Xotin35,

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. 

• Have you received any confirmation the cashback bonus wagering was complete?
• Have you requested a gaming history from the casino regarding the issue?
• Could you please share your communication with the casino and your gaming history? Send emails or chat transcripts and your gaming history from the incident to my email at tomas@casino.guru

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I sent you all the documentation this morning. I hope you can help me please. I wouldn't claim something that isn't mine.

Hello,

We would like to clarify that this particular bonus has a certain condition, which states that: "Max withdrawal amount for the funds won via this bonus (while this bonus is activated) is x5 (five times the bonus amount)".

As the bonus amount of the user was 23 EUR, the amount available for the withdrawal was 23X5=115 EUR.

You can check all the details for the bonus on link: https://31bet.com/en/static/promos?pid=4170

Correctly, I uploaded it to the photos.

You say it clearly while the bonus is activated!!! The bonus was completed and closed around 5pm with money in my account of less than €100.

From there it is real, withdrawable money and I can collect or continue playing and my option was to continue playing, with which I won €455 and I chose to collect €450 and make a bet of 5.

They owe me €335 if I have not already told them that I will report them to the police and judicially.

I don't ask for anything that isn't mine.

all the best

Dear user, before the bonus activation there was only 0 euros on your account so all the amount you tried to withdraw was won from bonus money.

Verbatim words of its terms and conditions:

The maximum withdrawal amount of funds earned through this bonus (while this bonus is activated) is x5 (five times the bonus amount)"

The bonus was completed and canceled around 5pm on Sunday Spanish time, once the bonus is unlocked, as in 100x100 casinos, the money you have left if it is not the maximum allowed €115 becomes real money, in this case it was less about €100. Those €100 are now mine and real money and with them I can do whatever I want, play and charge whatever I want. Otherwise a judge or whoever has the power will tell you.

They owe me €335 and they are mine, they are my profits.

Don't you see that what they say doesn't make sense????

Why do they let me continue playing if I can only charge €115???

In any case, I have asked for the history of plays since the bonus was credited until today since the police and my lawyer are requesting it from me.

thank you

Good morning!!

I need the list of transactions since the bonus was credited.

I don't know why the casino doesn't give it to me!!

The lawyer is asking me to file a police report.

I have been requesting this in each and every email sent.

Seriously, I don't claim anything that isn't mine and those €335 are mine.

Thank you

Please I need someone to answer me.

Thank you for your patience, Xotin35. We currently have hundreds of active complaints and we strive to reply as soon as possible in the allotted time of 7 days.

Dear casino representative,

When the player finishes the bonus wagering and the bonus money is "converted" to real money, there shouldn't be a win cap for real money play.

Could you please explain why subsequent winnings weren't considered a win from real money after the bonus was converted?

Thank you to see if they respond because the truth is that if not we will report them.

However, we are asking them for the extracts and they are not providing them to us.

thanks for everything

Hello, after asking several times for the extract to attach to the police report, not only did they not send it to me but they responded to what I attached.

By law, if I ask for it, they have to provide it to me within a maximum period of 24 hours and they will do it.

I appreciate what they do for the players but these casinos do not deserve a good review.

The casino is free to submit any evidence or explanation regarding the case publicly or to my email at tomas@casino.guru

Well, please send it since I have €335 that I don't even know how much...

You see it the same as me that they are not right... but well... I hope you can help me, otherwise I will tell you that if I request an extract of all the plays you have to give it to me since I am asking for it to attach to the police report .

I repeat, I do not ask for anything that is not mine.

Dear user, we have recently provided the requested transactions through the email.

As for the bonus - the rules were predefined and you were aware that the amount available for the withdrawal could only be 5 times the bonus amount.

You have sent me the deposit and withdrawal transactions, not the ones I asked you for. I asked you for a detail of all the plays made since I was given the bonus. Something the lawyer asks me to attach to the police report.

I didn't know that, what you say since the terms and conditions say "The maximum withdrawal amount of funds earned through this bonus (while this bonus is activated) is x5 (five times the bonus amount)", the bonus was unlocked at 5:00 in the afternoon, leaving me with a balance less than five times the amount of the bonus so money, withdraw real money like in any other casino.

I repeat again that they are not right or their terms and conditions are different from those of any other casino, but they should still specify it in the terms and conditions.

Without further harm to you, I advise you to pay me the €335.15, since the terms and conditions of your casino do not specify what you are saying.

A clear example that will explain it very well is because they let me continue playing if I can only win €115, so they put €450 in my balance. If I continue playing, the only thing I can do is lose, never win.

I hope casino guru reviews them negatively, since their terms and conditions go against it and are not well explained.

Thank you, and if it is not resolved today this afternoon we will report you.

Dear Fernando,

The amount on your balance before activating the bonus was 0.19 euros, which means that the amount available for the withdrawal was fully generated from the bonus winnings.

We will provide the details of the transaction via email again.

As for the terms, they were available on the page and you could cancel the bonus at any stage of your activity.

The terms and conditions say while the bonus is active and the bonus is canceled at 5 p.m. Since we did not reach an agreement and I believe that I am right and that is what my lawyer told me, we will report them and have a judge evaluate and say.

However, it would be nice if casino guru gave his point of view.

Let's hope you are right because I am going to ask for greater damages, losses and legal costs.

Greetings, good morning.

I repeat, I am not asking for anything that is not mine.

And as I told you, the bonus was unlocked at 5 in the afternoon, leaving real, withdrawable money.

the same casino guru a few posts up asks you this: Could you explain why the subsequent winnings were not considered real money winnings after converting the bonus?

something they don't answer or they answer what they want to avoid paying my earnings.

Dear casino representative,

If the bonus wagering was complete there is little to no reason to consider resulting funds as real money. If the player only had to withdraw these funds to deposit them into the casino again, it's natural to consider them as real money and any subsequent win from this balance should be considered as winnings from real money.

We understand that players will skip the step, naturally since they consider the funds to be real money.

Please explain why subsequent winnings of 455€ weren't considered a win from real money after the bonus was converted.

Dear CasinoGuru, we are in touch with the player via email to clarify all the details and will update you about the final decision.

Hello. We would like to inform that the case was settled with the user.

As the description of the bonus details was somehow misleading, we refunded the requested amount.

Thanks for the positive news to the 31bet Casino team.

Dear Xotin35,

have you opted to withdraw these winnings? Was the payout successful?

I'll await for your confirmation the issue was resolved.

Yes everything ok. Don't let this happen to more people.

thanks to casino guru for the support.

all the best

Dear Xotin35,

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 and 31bet Casino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru