The player from Austria had been unable to log in to his account at 31bet for over three weeks, encountering conflicting information from support. He wanted to withdraw his funds but faced access refusal amid claims of technical problems. The Complaints Team had attempted to assist by requesting additional information and communication with the casino, but due to the player's lack of response, the investigation could not proceed. Consequently, the complaint was closed.
31bet Casino - Player's account access is delayed.
Closed
Our verdict
Player stopped responding
Amount: €750
31bet Casino
Safety Index:Above averageCase summary
Discussion
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3 months ago
Translation
I haven't been able to log in to 31bet for over three weeks. Initially, their support gave conflicting information. Now the website says there are technical problems. Three weeks already??? I want to withdraw my funds and not wait until they finally resolve their "technical difficulties." Support is refusing to grant me access to my account. The whole thing sounds extremely suspicious.
I request a public statement from Casino-Guru or a representative of 31bet.
Automatic translation:
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3 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you pass the verification before you lost access to the account?
- Do I understand correctly that you had €750 (dispute value) in your casino account?
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.
Best regards,
Kristina
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3 months ago
TranslationGood morning. Did you even read my post?
Regarding the questions
a) Casino slots and sports betting
b) I had no option. It's no longer possible to log in.
c) Yes. I'm not 100% sure, since I can't log in.
It looks to me like 31bet has gone bankrupt. Can you confirm this?
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2 months ago
Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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2 months ago
Dear Rafzal1998,
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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2 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Kristina
Casino.Guru
