The player from Spain had requested a withdrawal less than two weeks before submitting this complaint. The payment had not been processed yet. After several communications regarding the issue, the casino confirmed that the funds had been returned to his gaming balance, allowing him to request a new withdrawal. The player successfully received the transfer after resolving the email discrepancy with the casino and MiFinity. The complaint was marked as resolved by the Complaints Team, which expressed appreciation for the player's cooperation.
31bet Casino - Player claims that payment has been delayed.
Resolved
Our verdict
Case closed
Amount: €950
31bet Casino
Safety Index:Above averageCase summary
Discussion
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7 months ago
Translation
Good night.
I want to report through this website that 31Bet Casino isn't paying me a €950 refund. I withdrew my money from that casino after several issues with rejected bets that they couldn't or wouldn't resolve. When I request a withdrawal, they reject it without telling me anything. That's when I contact them and ask me to verify my identity. I agree. The refund is through MiFinity. They tell me the casino email and MiFinity's email are different. That I should change it. I contact MiFinity and change it. I send everything to the casino. A few days later, the refund is approved. MiFinity tells me they can't pay me because the casino email is different from MiFinity's. I contact MiFinity and tell them what happened. They tell me to talk to the casino. 31Bet Casino passes me from one department to another to waste my time. They don't offer a solution. No one knows where the money is. It's not in the casino nor is it on MiFinity.
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7 months ago
Dear player,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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7 months ago
TranslationNo, no, no. Verification is complete, and the withdrawal has been approved. 31Bet Casino told me to change my email to match my MiFinity profile, so I did. The problem is that 31Bet Casino used my old email to transfer the money, and now I can't cash it out on MiFinity, or so I understand. Days go by, and all they tell me is that my case is their priority, that the money is safe, blah... blah... blah...
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7 months ago
Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.
Can you confirm the exact date and time when your withdrawal was approved by the casino?
Have you contacted MiFinity again to ask whether the payment sent to your old email can be reassigned or recovered? What exactly was their response?
Can you provide a screenshot of your MiFinity account showing that the €950 was not received?
Have the funds ever appeared in your MiFinity account — even temporarily — under either the old or the updated email address?
Have you received any update from the casino since your last communication with them? If so, please send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
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7 months ago
TranslationGood morning, Dominica.
The exact date and time the casino approved the withdrawal was July 22, 2025, at 6:30:16 AM. A screenshot is attached.
During those days, I contacted MiFinity and 31Bet, and they kept passing the buck to each other. MiFinity told me I had to talk to the casino because I couldn't receive a transfer from a different email address. I'll forward all the conversations to your email.
Also, I'm attaching screenshots of my MiFinity statement so you can see that I never received the transfer.
The last thing the casino told me was not to worry. That my funds are safe and my case is their priority. And look... It's already July 31st.
All the best.
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6 months ago
TranslationGood afternoon.
You keep blaming each other, and my money hasn't appeared. I tried to withdraw money from the casino several times, and it was rejected without any explanation. I had to contact you by email to find out what was happening. When you deigned to reply, you told me the withdrawal was rejected because my casino email was different from MiFinity's. I spoke with MiFinity and changed my email to match the casino's. You approved it. The withdrawal went through, and MiFinity tells me they can't deposit it into my account because the emails don't match. Because the casino used my old email to make the transfer. I have both emails to prove it.
So whose fault is it?
The last thing you told me was not to worry. That my money was safe and that my case was your priority.
They're no longer responding to my emails, neither from 31Bet Casino nor from MiFinity. Days go by, and my money hasn't appeared. I'm planning to report this.
All the best.
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6 months ago
Dear user,
The amount in question is returned to your gaming balance and you can now request a new withdrawal.
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6 months ago
TranslationGood afternoon.
Correct. I've already received my €950 in my casino account. I've already tried to withdraw it, but my withdrawal is being rejected. Can you tell me why? What kind of joke is this? 
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6 months ago
TranslationYou're asking me for confidential information. No casino asks for it. Now you're making this up. Yet another way to delay the transfer. With the previous cash withdrawal, the problem was that the email didn't match, right? Because you made the transfer wrong. And now you've made up this document. And nowhere does it say it's mandatory. We've been doing this since July 18th for a transfer. I've never seen a casino like this. You should look in the mirror.
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6 months ago
TranslationI'm attaching a screenshot of the issue. Since when do casinos ask for this kind of information? They're at their wits' end to delay payments.
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6 months ago
TranslationGood evening. I've received the transfer. For my part, the problem is resolved. Many thanks to Casino Guru, especially Dominika.
All the best.
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6 months ago
Dear 31bet Casino, thank you for your cooperation.
Dear player,
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,
Dominika
Casino.Guru
