31bet Casino - Player's winnings have been confiscated.

I played at 31bet in june and just now finished my verification process. After my first withdrawal of 20 000 NOK they removed a significant part of my winnings. I want them to add this back as there was no max win clause for this amount when i first played that i found.

If i missed something at the time i want this reassured, but i can't check what they had before to my knowledge at least.

Dear ronningenthea,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with 31bet Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Do I understand correctly that you have accumulated your winnings with the help of bonus?
• Could you please share a link of this bonus here in this thread?
• Do you have an access to your game history, please? Could you please forward it to my email [email protected]?

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,

Katarina

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Do I understand correctly that you have accumulated your winnings with the help of bonus?

• Yes that is correct

Could you please share a link of this bonus here in this thread?

• https://31bet.com/nn/static/promos?pid=7340
• My point is that i am quite sure that the 10x rule was not in the terms when i took the bonus, the problem was the kyc process being so problematic.

Do you have an access to your game history, please? Could you please forward it to my email

• Even though i should be able to see it, my gaming history seems to be removed. I have requested this from them as you can see in my screenshot.
• They say that i can in my history...

Hello ronningenthea,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear ronningenthea,

thank you for your reply and patience.

Are you able to provide screenshots of the bonus rules as they were at the time of your application, please?

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear ronningenthea,

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.

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,
Katarina
Casino.Guru