31bet Casino - Player’s withdrawal has been delayed.

31bet has delayed my withdrawal request for one month now . i am fully verified on my account and i was able to receive the first 2000 dollars after fighting with them for a whole month before to pay it out to me (from april 12th). now i have another 3860 in the account with 2000 still 'processing for one month. after submitting all the verification documents they wanted (payment proof, ID's , selfies etc) . i got an email that i was verified April 19th. i won 5860 in total since mid april and only received 2000 so far. that first 2000 also took very long and i had to go back and forth via email a dozen times to get my money. once i got that money finally. on may 7th i withdraw another 2000 ( the limit is 2000 per withdrawal) and now one month later and dozens of emails to them i still never received it , and the payment department arent being helpful at all .

my initial deposit was 500 dollars and i used their welcome bonus of 100% up 1000$. i played a slot named book of aztek. i attached some email communications i had with them as well.

Dear amarcanada111,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To assist you better in resolving this issue, could you please provide us with some additional information by answering the following questions:

• Have you checked your emails to see if you received any requests from your payment provider for manual transfer of your winnings?
• Which payment method have you chosen for your most recent withdrawal? Have you used this payment method before as well?
• What specific responses have you received from customer support regarding the processing delay?
• Are there any additional payment methods you have tried or are willing to try for withdrawals?

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

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

yes ive checked for emails regarding the payment provider and i didn't get any because i have automatic deposit registered with my bank. plus the first withdrawal that went through was automatic as well.

the one and only payment method i use for deposit and withdrawal is interac etransfer. ive used it before as well.

the one and only response i keep getting is 'we are investigation , please be patient.' since aout 2 months now . i contact them daily via email, thats basically the only response i get.

i havent tried any other method because they dont allow to do another method other than the one i used for deposit. but im open to try other methods like mifnity or even visadebit card withdrawal method.

Dear user, the transaction was delayed due to a technical issues from the payment's side but the withdrawal was completed successfully.

Please confirm that you have already received the requested amount.

Dear 31bet Casino Representative,

Thank you very much for getting in touch with us and providing us with more information regarding the player's case.

Dear amarcanada111,

Could you please check if you received your winnings yet?

no i have not received it yet. can you please provide me with the transaction ID of the etransfer ? and the exact time and day you sent it?

Dear user, unfortunately, we are not able to provide the following details in this conversation. Please contact our live chat which will help you obtain all the necessary information you need.

Dear amarcanada111,

Have you contacted the casino customer support via email as suggested?

Please note that withdrawal requests may take several working days to appear in your bank account. Usually, we recommend players wait up to 14 days for their winnings to be processed and paid out.

ive sent an email to the 31bet payments team and this is what they replied to me.

Dear amarcanada111,

Please send me the June bank statement from the account to which you requested your winnings be sent, in PDF format, to veronika.f@casino.guru.

ok we'll need to wait until july 5th because thats when the june statements come out for my bank

Thank you for your reply. Please let me know here when you receive the bank statement and send it to me at veronika.f@casino.guru. Thank you for your patience and cooperation.

ive sent you an email with my june bank statement

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello amarcanada111,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the 31bet Casino representative back into the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? It would be very helpful, if you could tell us the transaction ID of the e-transfer or at least the ID/name, by which the payment was sent to the bank statement. That way we could easily check the bank statement and see whether the payment has truly arrived. In case you do not want to disclose this information in the thread, please let me know at martin.l@casino.guru.

Dear Martin, The user currently has a 0 balance on the account after he made several successful withdrawal transactions more than 1 months ago. 

Dear Casino representative,

thank you for your response. The most straightforward way forward would be for the casino to help identify the transaction in question by providing the transaction ID, reference number, or what I consider be the easiest option, the exact sender name used for the aforementioned Interac e-transfer, or the one used for such transactions in general. This would allow us to easily match it to the June bank statement that was submitted.

We would gladly assist the user via our contact emails.

Dear casino representative,

I apologize, but I do not understand what you mean by your response. This is the message the player has sent to this thread recently. He has been informed, that the casino cannot provide more information regarding the payment.

I would therefore like to kindly ask you to address my latest message. Would the proposed continuation be possible?

Dear Martin, We have contacted the player via our email requesting the additional information of the transfer and we will try to resolve the issue as soon as possible.

Dear casino representative,

thank you for your prompt response.

Dear amarcanada111,

can you please continue the discussion with the casino? I would also like to ask you to keep me updated on any new developments and the process as a whole.

Dear amarcanada111,

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'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear amarcanada111,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martin