31bet Casino - Player’s withdrawal is being blocked at 31bet.

I registered at 31bet on 09.01.2026 and deposited €197.24, after which a welcome bonus was applied bringing my balance to €295.86. I completed the wagering requirement attached to this bonus, at which point my bonus play concluded. During the bonus wagering phase I built my balance up to approximately €22,000, which the casino subsequently capped at €2,958.60 (10x the post-bonus balance) citing their bonus terms.

However, after the bonus wagering was fully completed, I continued playing with real money and won an additional €9,000. This €9,000 was won entirely after the bonus had been cleared — no bonus was active, no wagering requirement was outstanding. 31bet has refused to pay this amount, applying the bonus withdrawal cap retroactively to winnings generated during real-money play after the bonus was finished. This has no contractual or legal basis. Bonus terms can only govern play conducted while a bonus is active. Once wagering is complete and the bonus is cleared, all subsequent winnings are real-money winnings subject to no bonus restrictions whatsoever.

I have raised this directly with 31bet via their complaints team on multiple occasions and they have refused to engage meaningfully with the distinction between bonus-phase and post-bonus winnings.

To further complicate matters, 31bet has recently notified me that they are discontinuing operations in my country, giving me 30 days to withdraw. T

his creates urgency as my ability to access the platform and enforce any resolution will soon be restricted.

I am requesting that Casino Guru mediate this dispute and that 31bet pays the €9,000 in real-money winnings that were generated after the bonus wagering requirement was completed.

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.

Dear ForzaWin,

Thank you very much for submitting your complaint. I'm sorry to hear about your negative experience with 31bet Casino. Please allow me to ask you a few questions so I can better understand the situation.

Were you informed at any point that the bonus terms and conditions remain applicable even after the wagering requirement has been completed?

Could you please confirm whether your casino account balance was divided into real money and bonus money balances?

Did the balance you continued playing with appear as "withdrawable"/"real money", or were your winnings still displayed in the bonus balance?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Were you informed at any point that the bonus terms and conditions remain applicable even after the wagering requirement has been completed?

NOOO!! Nothing the amount I never thought they

Could you please confirm whether your casino account balance was divided into real money and bonus money balances?

When I won 9000 euro it was all REAL BALANCE THey should HARDCAP

Did the balance you continued playing with appear as "withdrawable"/"real money", or were your winnings still displayed in the bonus balance?

Yes all withdrawable

Dear ForzaWin,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

forwarded hope you can help

Dear Attila,

Thank you for your questions. I want to provide a detailed response supported by my full transaction history, which I have now analysed thoroughly.

The Real Money First Principle my large win was a real money win

My account was funded with a real money deposit of €197.24. A bonus of €98.62 was applied giving a starting balance of €295.86. Under the Real Money First principle — a standard adopted by eCOGRA-regulated operators and mandated by the UK Gambling Commission (LCCP Social Responsibility Code 3.2.3) — real money must be wagered before bonus funds.

This means the first €197.24 of my bets were real money bets. Winnings from real money bets are real money winnings, not bonus winnings, and cannot be subject to a bonus withdrawal cap.

What the transaction data shows

My full bet history proves the following:

Session start 10 January 2026, 05:45 — opening balance €578.88

Total wagered before the large win: €436.91

Large win of €16,422.18 landed at 05:51:10 on Army of Ares

Bet size on the winning spin: €5.8255

Balance at time of the winning spin: €681.01 — shown as real/withdrawable by the casino's own platform

Under the Real Money First principle, my €197.24 deposit was used for the first €197.24 of wagering. The wins generated during that real money phase grew the real money balance further. By the time the large win hit, my entire playing balance was the product of real money wagering and real money winnings. The casino never displayed any portion of the balance as bonus-restricted or non-withdrawable during play.

The €6,927.72 win — the bonus was cleared 4 hours earlier

At 19:09:12 on 10 January 2026 I won €6,927.72 on Beam Boys. At that exact moment, my cumulative wagering

was €29,900.80. The 60x bonus wagering requirement was €5,917.20 (60 × €98.62 bonus). By the time this win landed I had wagered 505% of the requirement. The bonus was fully cleared at approximately 06:02 on 10 January, nearly 13 hours before this win. This win is unambiguously real money.

Legal basis

Real Money First Principle (eCOGRA standards / UKGC LCCP 3.2.3): winnings from real money stakes cannot be restricted by bonus terms.

EU Directive 93/13/EEC on Unfair Contract Terms: a term that was not clearly communicated and that deprives a consumer of real money winnings is unfair and unenforceable.

Contra proferentem: any ambiguity in the bonus terms must be construed in my favour.

The casino's own platform represented my balance as real and withdrawable throughout. They cannot retroactively reclassify this.

To answer your specific questions directly:

Was I informed the bonus terms remained active after wagering was complete? No, never.

Was my balance divided into real money and bonus? The platform showed it as all real/withdrawable.

Did the balance I continued playing with appear as withdrawable? Yes, entirely.

I respectfully ask Casino Guru to request the casino's internal records confirming the balance type (real vs bonus) displayed to me at the time of each win, and the exact point at which the wagering requirement was recorded as completed in their system.

Thank you for your assistance.

Thank you for your response. I truly understand your frustration regarding this matter. However, it is essential to clarify that, even though real money is wagered first, the bonus rules apply to your playing balance from the moment the bonus is activated until the bonus wagering requirements are fully completed or canceled.

To assist you further, could you please clarify whether your winnings were capped once, after you completed the wagering of the bonus, or if they were capped twice, specifically upon requesting a withdrawal? If it was capped twice, could you confirm whether you received any warnings or notifications from the casino indicating that the bonus rules would remain applicable until a withdrawal is made?

Thank you for your cooperation, and I look forward to your response.

Dear Attila,

I can now provide an even more precise answer to your questions.

The bonus wagering requirement was completed at the point my balance reached €16,000 — specifically after the win of €16,422.18 on Army of Ares at 05:51:10 on 10 January 2026. At that moment the wagering was fully satisfied.

From that point forward I received zero communication from the casino. No pop-up. No email. No notification. No warning that any bonus restriction remained in place. The platform continued to display my balance as real and withdrawable. I had no reason to believe anything other than that I was playing freely with my own money.

I then continued playing and accumulated further winnings — including the €6,927.72 win on Beam Boys at 19:09 on 10 January — entirely after the wagering was complete, with no indication whatsoever that any cap or bonus rule still applied.

To answer your questions directly and finally:

Was the cap applied at wagering completion? No. No cap was applied and no notification was given when wagering completed at the €16,000 balance milestone.

Was the cap applied at withdrawal? No. The cap was applied proactively by an admin on 13 January — two days after play ended and 15 days before I even attempted a withdrawal.

Did I receive any warning that bonus rules would remain applicable after wagering? No. Not once. Not at wagering completion. Not during continued play. Not before the admin removal. Not at the rejected withdrawal.

This is the sequence that should concern Casino Guru most:

Wagering completed — no notification

I continued winning — no warning shown

Two days after play ended — casino admin silently removed €19,087

15 days later — my withdrawal was rejected without explanation

Only when I complained did the casino claim bonus terms applied

A player cannot be held to bonus restrictions they were never informed of at the relevant moment. The casino had an obligation to notify me when wagering was complete and again when any cap was about to be applied. They did neither. Instead they waited, removed the money silently, and then cited terms only after I raised the dispute.

I respectfully ask Casino Guru to request from 31bet the system logs confirming the exact moment the wagering requirement was recorded as completed, and any record of notifications sent to me at that point.

Thank you.

Dear ForzaWin,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Thank you I am so happy

Hello ForzaWin, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the balance cap. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. Can you please let me know exact name of the bonus you have used? Thank you.

I’d like to invite a representative of 31bet Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s balance has been capped after finishing the wagering of the bonus? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Crypto bonus it's above in the screenshot.

Dear Matej, we have sent you an email with the detail about this complaints.

Dear ForzaWin, thank you for evidence uploaded in the above posts and your explanation of the issue. I think I figured out the problem, and on your end the root of it is misinterpretation of the bonus terms, you have mentioned above:

The Real Money First Principle my large win was a real money win

This means the first €197.24 of my bets were real money bets. Winnings from real money bets are real money winnings, not bonus winnings, and cannot be subject to a bonus withdrawal cap.

The above is incorrect. Since the deposit is pre-requirement for receiving bonus, both real money deposit as well as the bonus money are tied to the bonus terms & conditions. The rule of "bonus money are used first" only means that your bonus wagering starts with real money balance betting, and therefore you have to wager both real money as well as bonus money. It is written in term 7 of the bonus rules:

7. Both Bonus and Deposit amounts need to be wagered:

• 45 times for the first deposit bonus.

This means in order to receive any winnings, you have to wager both real money and bonus money 45 times.

Even according to the screenshots provided by the casino representative, your cashier history shows:

• deposit being made
• receiving the bonus
• bonus cap being applied to the balance
• bonus winings of 10x the bonus amoutn being transferred to your real money balance

I hope this helps clearing any misconceptions going forward, but if you have further questions, please do not hesitate to ask.

I would like to thank the 31bet Casino for provided details and screenshots. I have checked the gameplay history provided by the player, but I was unable to determine what is bonus gameplay and what is real money play. Another issue here is that the cap has been applied 2-3 days after the wagering has been finished, which is very confusing for the players.

Since the player claims no information has been provided by the system about finishing the wagering, I would like to ask how does your system display the bonus wagering: Is there a "current status" update displayed somewhere in the profile or during gameplay? Is there a pop up or warning displayed once the wagering has been finished? And why did it take a few days to apply the bonus cap? You can respond either by e-mail or directly in this thread, whichever option suits you the most. In case of an e-maiol response, I will post an update here to keep the player up to speed. Thank you.

Dear Matej,

Thank you for clarifying the bonus terms I accept your explanation regarding the Real Money First principle and withdraw that argument.

However the casino's own cashier history you referenced actually introduces a stronger argument that I would like you to consider.

You noted the casino's records show the following sequence after wagering was completed:

Bonus cap applied to balance

Bonus winnings of 10x transferred to real money balance

This means the casino's own system formally closed the bonus, settled the capped amount, and transferred €2,958.61 into my real money balance as a completed transaction. At that point the bonus was finished in the casino's own records. I was then playing from a real money balance not a bonus balance. Any winnings generated after that transfer are real money winnings and cannot be subject to a second bonus cap.

The €6,927.72 win on Beam Boys at 19:09 on 10 January came after this settlement.

The casino cannot apply bonus restrictions to winnings generated from a balance their own system had already classified as real money.

The 45x requirement was also completed before the €6,927 win

Using the casino's own confirmed terms of 45x on both deposit and bonus — 45 × €493.11 = €22,190.09 required. My bet history shows cumulative wagering of €29,900.80 at the exact moment of the €6,927 win, representing 135% of the requirement. The WR was completed approximately 2 hours before that win. This win came after wagering was done and after the casino's own system had already settled and transferred the bonus cap amount to real money.

On the notification question you raised

I received no notification at any point not when the 45x wagering was completed, not when the bonus cap was applied by the system, not when the €2,958.61 was transferred to real money. I continued playing in complete good faith believing I was using real money funds, which is exactly what the casino's own system had classified them as.

I respectfully ask Casino Guru to obtain from 31bet the exact timestamp at which the bonus was recorded as completed in their system, and to reconcile that with the 13 January admin withdrawal.

Thank you.

Dear Matej,

Thank you for your thorough examination of the case.

We have just provided additional details via email.

Caro Matej,

Voglio essere chiaro e conciso.

Il requisito di puntata del bonus è stato completato. I registri del casinò lo confermano — il cap è stato applicato e l'importo corrispondente è stato trasferito sul mio saldo in denaro reale. Il bonus era terminato.

Dopo quel momento ho continuato a giocare e ho vinto €6.927,72 su Beam Boys alle 19:09 del 10 gennaio. Il mio totale di puntate cumulative in quel momento era €29.900 — il 135% del requisito 45x. Il bonus era già stato chiuso dal sistema del casinò prima che questa giocata venisse effettuata.

Questa vincita non ha nulla a che fare con il bonus. Il bonus era già concluso. Ho vinto €6.927,72 dopo che il bonus era terminato e quel denaro dovrebbe essermi restituito per intero.

Il casinò non può applicare un cap bonus a vincite generate dopo che loro stessi hanno chiuso il bonus. Se il cap si applica solo durante il periodo del bonus, e il periodo del bonus era già terminato, quale regola giustifica il trattenimento di questa vincita?

Chiedo a Casino Guru una risposta chiara da parte di 31bet: in base a quale termine specifico rivendicano il diritto di applicare un cap alle vincite generate dopo il completamento del requisito di puntata e dopo che il loro stesso sistema aveva già applicato e chiuso il bonus?

Grazie.

Dear ForzaWin, I have requested your gameplay history from the casino. Once I can review it, I believe I will be able to give you answer to all the questions, as well as propose a solution.

The cap has to be done manually by the administrator, alongside with further internal checks, which caused a delay and this whole issue. Hopefully, I will receive your gameplay history soon, and we can move towards the resolution.

Matej,

Grazie mille per il tuo aggiornamento e per aver richiesto la cronologia delle mie giocate al casinò. Apprezzo sinceramente il tuo impegno nel voler esaminare tutti i dettagli nel modo più accurato possibile.

Sono fiducioso che la cronologia delle giocate confermerà esattamente quanto ho già documentato e fornito in questo thread. I dati sono chiari:

Alle 19:09 del 10 gennaio 2026 ho vinto €6.927,72 su Beam Boys. In quel preciso momento il mio totale di puntate cumulative era €29.900,80, corrispondente al 135% del requisito di puntata 45x pari a €22.190. Il requisito era stato completato circa due ore prima di questa vincita. Il bonus era finito.

Hai già confermato che il cap viene applicato manualmente dall'amministratore e che il ritardo ha causato l'intera problematica. Questo è esattamente il cuore del problema — il bonus era già concluso quando ho effettuato quella giocata, eppure il casinò ha atteso due giorni dopo la fine del gioco per rimuovere €19.087 dal mio conto tramite una transazione amministrativa manuale, senza alcuna notifica.

Non ho ricevuto nessun avviso al completamento del requisito di puntata. Nessun pop-up. Nessuna email. Nessuna indicazione che il cap sarebbe stato applicato in seguito. Ho continuato a giocare in buona fede, convinto di utilizzare denaro reale — esattamente come mostrava il saldo sul mio schermo.

Sono certo che una volta esaminata la cronologia delle giocate, i fatti parleranno da soli. Mi fido del processo di mediazione di Casino Guru e attendo con fiducia una soluzione equa.

Grazie ancora per il tuo supporto e la tua professionalità.

Dear Matej,

We have just sent an email with the requested information.

Thank you very much, dear 31bet Casino, I have reviewed the gameplay history and responded to your e-mail with my findings and recommendations.

Dear ForzaWin, once the casino repsonds to my message, I will be able to share some details and next steps with you.

Caro Matej,

Grazie mille per l'aggiornamento e per aver esaminato la cronologia delle giocate con tanta attenzione.

Attendo con fiducia la risposta del casinò e il tuo aggiornamento sui prossimi passi. Sono a disposizione per qualsiasi ulteriore informazione dovesse servirti nel frattempo.

Voglio solo ribadire che trovo questa situazione profondamente ingiusta. Ho giocato in buona fede, ho completato il requisito di puntata, e le vincite ottenute dopo il termine del bonus mi sono state sottratte senza alcun preavviso. Spero davvero che si possa arrivare a una soluzione equa.

Grazie ancora per il tuo supporto e la tua professionalità.

Dear Matej,

Due to the complexity of this case and our commitment to make a fear and thorough decision, we would require more time to complete our review. We will communicate our decision early next week.

Thank you both for your patience and understanding.

Dear 31bet Casino, that is not a problem, and I appreciate your thorougness and cooperation. I will reset the timer, however I am unable to do that indefinitely. It would be very helpful if the investigation did not stretch for too long of a time period. Thank you for your understanding, and please let us know of your findings when able.

Caro Matej,

Grazie per l'aggiornamento e per la pazienza che stai dimostrando in questa situazione.

Voglio solo dire che questa vicenda mi ha causato molta ansia e stress nelle ultime settimane. Ho giocato onestamente, ho rispettato tutte le regole, e aspettare questa decisione non è facile.

Spero sinceramente che 31bet scelga di fare la cosa giusta. Non chiedo niente di più di quello che ho guadagnato onestamente. Mi auguro che alla fine prevalga la giustizia e che questa esperienza si concluda in modo equo, perché nessun giocatore dovrebbe trovarsi in questa situazione di incertezza dopo aver vinto legittimamente.

Conto su di te e su Casino Guru. Grazie per tutto quello che stai facendo per me.

Thank you for your patience. We have just sent an email with the final decision.

Dear 31bet Casino, thank you very much for the detailed message. I respect your decision, and will not object it further.

Dear ForzaWin, after e-mail communication with the casino representative, explaining our view of the matter and reasoning behind it, the casino management does not share the same opinion, and confirmed the decision that has been made in your case is valind and final.

To sum up this complaint: As informed by the caisno representative, any adjustments to the balance (i.e. winnings cap) after finishing bonus wagering has to be done manually. This caused a 2 day delay in amending your balance and during these two days you were playing with mixed funds - your real balance including money won from the bonus, and the excess bonus money that needed to be capped retrospectively. The casino considers your gameplay during these two days as playing with bonus money only, and therefore applied the cap once the agent got around doing it, capping your further winnings as well. The casino states this is within their T&C regarding adjustment of wrongly applied balance amounts.

With mixed funds in mind, I have reviewed your gameplay history. At the time of the additional winning, your balance was still within the budget of your real money, which means that if your winnings cap has happened right after finishing of the bonus wagering, you would still hit the winning spin with the real money leftover. Therefore whether the bonus money were part of your balance or not, you would still win. Casino Guru thus believes you are fully entitled to your post-bonus winnings and voiding them is against our Fair Gambling Codex.

Unfortunately, the casino does not share our views, and I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you send a complaint directly to Malta Gaming Authority at https://www.mga.org.mt/player-hub/lodge-a-complaint/. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej

We’ve reopened this complaint at the request of 31bet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear ForzaWin, I can confirm we are communicating with the casino representative via e-mails, so please do not be alarmed by the lack of responses in this thread.

To keep you informed: we are currently discussing the points in your case and the possibility of returning the voided winnings to you. One we settle the matter, I will post a response here detailing the process and the next steps.

Dear Matej, as we informed via email, we are ready to return voided winnings to the user minus the amount he has already withdrew.

Thank you for the confirmation, dear 31bet Casino. Much appreciated.

Dear ForzaWin, to provide context to the mediation process we have engaged in with the casino on your behalf: I have requested your gameplay history for a review, and established that even if the max win cap has been applied instantly after finishing your wagering, you would still win and therefore I agreed with your claim of winnigns being legitimate.

As the gameplay has been done in USD and the withdrawal in EUR, the casino has provided me with the financial details. With the exchange rate calculated into this, we have established that your original balance after the late wagering cap should have been 7,631.04 EUR. With the 2,958.60 already paid when the bonus cap happened, there has been 4,672.44 EUR left to return by the casino onto your account. As per the above, this has been done now.

With this being said, I would like to ask you to confirm whether you are satisfied with this outcome, or answer any further question you might have. Thank you.

Dear ForzaWin,

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.

Caro Matej,

Grazie mille per l'aggiornamento. Confermo che firmerò l'accordo ricevuto e che sono in attesa dell'accredito dei €4.672,44 sul mio conto come concordato.

Non appena riceverò il pagamento confermerò nuovamente in questo thread per chiudere definitivamente il caso.

Grazie ancora per tutto il tuo lavoro e supporto durante questo processo.

Thank you, ForzaWin, this is great news! :)

I will reset the timer towards yourself, and hopefully all will be done and dusted within the next couple of days. Let me know how it goes, please!

Everything has been sent. I am waiting for my payment.

Great stuff, dear ForzaWin, thank you forthe update.

Dear 31bet Casino, please let us know once the payment has been processed on your end. Thank you.

Dear Matej, we can confirm that the payment has been processed from our side.

Thank you very much for the update, dear 31bet Casino, much appreciated.

Dear ForzaWin, please let me know once you receive the refund and whether you consider this complaint resolved to your satisfaction? Thanks.

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

Dear ForzaWin,

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,

Matej