31bet Casino - Player's withdrawal is delayed.

So i have 1993,50 in my account. I did their very frustrating verifying process. After many rejects i finally manage to verify myself. But now when i started to withdraw my money, they just reject them. All i got for their excuse is that i need to confirm my IBAN number. I asked how i should do it, and they answered that i need to check it same time when i make withdrawal. Well i did, 3 times already, but still i got rejected. I made deposit by using rapid transfer and their only withdrawal options are jetonbank and s€pa. I did it through s€pa cause i can't use jetonbank. Also s€pa is not and option to make deposits, so it should be working while making withdrawals atleast. My money is stuck there now and they do nothing.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a screenshot of the payment methods that are available to you for withdrawals?
• Did you receive any explanation from customer support as to why your withdrawal requests via bank transfer are being rejected?
• Have you tried submitting a withdrawal request via SEPA transfer? Was it rejected as well?
• What options did customer support suggest for withdrawing your remaining balance?

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

There. I have done it with a Sepa transfer. First, they required all kinds of attachments and documents to confirm that I made the withdrawal. Now they claim that I have to show them my Skrill account information and the withdrawals will be rejected. I should supposedly confirm the IBAN through that, but customer service said that I can confirm it when making a withdrawal through Sepa. I put the IBAN number in the withdrawal field and pressed "check". After that, I was able to make the withdrawal, but it was rejected. I only deposited via rapid transfer, and I don't even have a Skrill account, but they still claim otherwise. Jeton bank is also the same thing, and I don't even have an account there, so I won't even try to withdraw through that. Sepa is the only option, and they don't even have the same as a deposit option.

Clearly they are just playing for time now because I have been constantly asked to do more things after the previous one has been done.

At morning they sent me that my IBAN is confirmed so i can make withdrawal. I sent them receipt from my bank transfer. Now when everything should be fine, my withdrawal was rejected AGAIN

This is going to a whole new level 😂 Now they want me to make a withdrawal to their own account. Please really do something about this!

They know full well that the payment receipt shows their account number as the beneficiary. They really think I'm making a withdrawal to their own account.

Now when i sent them my bank statement which show clearly that i made the transfer using that bank account they send me this. So that bank account they are asking me to make my withdrawal is their own 😃 I have a picture/pdf about the payment receipt.

Please forward me the original emails between you and the casino regarding the IBAN and your withdrawal requests to veronika.f@casino.guru. Kindly also include the bank statement you provided to the casino as part of the KYC verification process.

Could you please specify which IBAN you provided to the casino as your own?

Waited almost week for your answer. I managed to figure it out on my own. Thanks for nothing bitch.

Thank you for the update.

I'm glad to hear that you managed to resolve the withdrawal issue and access your funds. Since the issue described in your complaint has been resolved, we will now close this complaint.

I'm sorry that we were unable to assist you more promptly in this case.

Best regards,

Veronika