The player from Croatia faced difficulties withdrawing his winnings of 390.82 EUR from 31bet, despite having completed multiple identity verification stages. He could not withdraw via Skrill, his original deposit method, and was required to deposit again using Neteller, which he did not want to do. The support service confirmed the need for a deposit before allowing withdrawal, causing frustration for the player. The Complaints Team communicated that Skrill was no longer an available withdrawal option and advised that the deposit requirement via Neteller was a standard procedure for compliance. The player marked the complaint as resolved after receiving this information.
31bet Casino - Player's withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €390
31bet Casino
Safety Index:Above averageCase summary
Discussion
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8 months ago
Summary of the Issue:
I am filing this complaint because 31bet is making problems with withdrawal (390.82 EUR ). I completed multiple stages of identity verification, including KYC and a video verification that was confirmed as "successfully verified," . Deposit i made was via Skrill and now they are not giving me option to withdraw via Skrill. I have neteller option as withdrawal and as i have neteller account i clicked to withdraw via that by i get a message that i have to deposit first . That is not an option as i want to withdraw. When i contacted their support service they confirmed that i have to deposit first via netteler and to do that or to withdraw via crypto which i do not use. I think that if they do not have skrill ( which was my deposit) as withdrawal option anymore that they must provide an alternative in neteller. This is just stalling my winnings. Very bad experience and unprofessionall.
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8 months ago
Hello,
Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with 31bet Casino.
I had a brief chat with casino support and it seems they stopped offering Skrill as a payment option at their establishment. Hence the reason you are not able to make a withdrawal using this method. I understand this may cause inconvenience and appreciate your patience. Please be aware that external factors can sometimes impact casino policies.
Concerning the casino's request for an additional deposit via Neteller, this is often a standard procedure to comply with anti-money laundering regulations. We recommend making the minimum deposit required, which in your case is €10.
Please keep us informed of any updates..
Looking forward to your reply,
Katarina
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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8 months ago
Dear Minotaur,
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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8 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Minotaur,
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,
Katarina
