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After depositing over 600€ into the casino, I was given a 23€ bonus which I unlocked, leaving me with less than 100€. This amount should have been converted to withdrawable cash. However, instead of withdrawing that amount, I continued to play until I won 455€. I withdrew 450€ and used the remaining 5€ for a sports bet.

To my surprise, the withdrawal was denied, 335€ were deducted from my account, and I was left with only 115€. The explanation given was that I was only permitted to withdraw 115€.

This didn't make sense to me, as I could have withdrawn the money and deposited it again without any issue…

I made a complaint about this, but nobody responded.

Frankly, this has never happened to me before… In other casinos, once you unlock the bonus, it becomes real balance and whatever you win with that can be withdrawn… I just don't understand, please help me.

Después de ingresar mas de 600€ en el casino me dieron 23 € de bono el cual desbloquee quedando así menos de 100€, dinero que se tiene que convertir en dinero que se puede retirar. Pues yo ese dinero no lo retire y continue jugando hasta llegar a ganar 455€ cosa que retire 450 y con los 5 hice una apuesta de deporte.

cual es mi sorpresa que me deniegan el retiro me quitan 335€ y me dejan 115 € alegando que yo solo puedo retirar 115€.

cosa que es ilógica ya que podía haber retirado e ingresado de nuevo y no hubiera pasado nada …

se lo reclamo y nadie responde

en serio nunca me paso…. En otros casinos desbloqueas el bono te queda saldo real y ganes lo que ganes con eso lo puedes retirar….. no entiendo ayudenme

Dear Xotin35,

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. 

• Have you received any confirmation the cashback bonus wagering was complete?
• Have you requested a gaming history from the casino regarding the issue?
• Could you please share your communication with the casino and your gaming history? Send emails or chat transcripts and your gaming history from the incident to my email at tomas@casino.guru

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,

Tomas

I sent you all the documentation this morning. I hope you can help me please. I wouldn't claim something that isn't mine.

Les e enviado esta mañana toda la documentación. Espero me puedan ayudar porfavor. Yo no reclamaría algo que no es mio

Hello,

We would like to clarify that this particular bonus has a certain condition, which states that: "Max withdrawal amount for the funds won via this bonus (while this bonus is activated) is x5 (five times the bonus amount)".

As the bonus amount of the user was 23 EUR, the amount available for the withdrawal was 23X5=115 EUR.

You can check all the details for the bonus on link: https://31bet.com/en/static/promos?pid=4170

Correctly, I uploaded it to the photos.

You say it clearly while the bonus is activated!!! The bonus was completed and closed around 5pm with money in my account of less than €100.

From there it is real, withdrawable money and I can collect or continue playing and my option was to continue playing, with which I won €455 and I chose to collect €450 and make a bet of 5.

They owe me €335 if I have not already told them that I will report them to the police and judicially.

I don't ask for anything that isn't mine.

all the best

Correcto lo e subido yo a las fotos.

ustedes lo dicen claro mientras el bono este activado!!! El bono se completo y cerro sobre las 17 de la tarde con un dinero en mi cuenta de menos de 100€.

a partir de ahi es dinero retirable y real y yo puedo cobrar o seguir jugando y mi opción fue seguir jugando, con lo que gane 455€ y opte por cobrar 450 y hacer una apuesta de 5.

Me deben 335€ si no ya les e dicho que les denuncio policialmente y judicialmente.

Yo no pido nada que no sea mio.

un saludo

Dear user, before the bonus activation there was only 0 euros on your account so all the amount you tried to withdraw was won from bonus money.

Verbatim words of its terms and conditions:

The maximum withdrawal amount of funds earned through this bonus (while this bonus is activated) is x5 (five times the bonus amount)"

The bonus was completed and canceled around 5pm on Sunday Spanish time, once the bonus is unlocked, as in 100x100 casinos, the money you have left if it is not the maximum allowed €115 becomes real money, in this case it was less about €100. Those €100 are now mine and real money and with them I can do whatever I want, play and charge whatever I want. Otherwise a judge or whoever has the power will tell you.

They owe me €335 and they are mine, they are my profits.

Don't you see that what they say doesn't make sense????

Why do they let me continue playing if I can only charge €115???

In any case, I have asked for the history of plays since the bonus was credited until today since the police and my lawyer are requesting it from me.

thank you

Palabras textuales de sus terminos y condiciones:

El monto máximo de retiro de los fondos ganados a través de este bono (mientras este bono está activado) es x5 (cinco veces el monto del bono)"

El bono fue completado y cancelado sobre las 17h del domingo hora española, una vez desbloqueado el bono como en el 100x100 de los casinos el dinero que te queda si no es el maximo permitido 115€ pasa a ser dinero real, en este caso fueron menos unos 100€. Esos 100€ ya son míos y dinero real y con ellos puedo hacer lo que quiera jugar cobrar lo que yo quiera. Sino un juez o quien tenga potestad se lo dirá.

me deben 335€ y son míos son mis ganancias.

no ves que lo que dicen no tiene sentido????

para que me dejan seguir jugando si solo puedo cobrar 115€ ???

de todos modos les e pedido el histórico de jugadas desde que se acreditó el bono hasta hoy ya que me lo solicita la policia junto con mi abogado.

gracias

Good morning!!

I need the list of transactions since the bonus was credited.

I don't know why the casino doesn't give it to me!!

The lawyer is asking me to file a police report.

I have been requesting this in each and every email sent.

Seriously, I don't claim anything that isn't mine and those €335 are mine.

Thank you

Buenos días!!

Necesito el listado de transacciones desde que se acredito el bono.

No se porque el casino no me lo da!!

Me lo está solicitando el abogado para formular la denuncia policial.

Se lo llevo solicitando en todos y cada uno de los email enviados.

Enserio yo no reclamo nada que no sea mio y esos 335€ son míos.

Gracias

Please I need someone to answer me.

Por favor necesito que alguien me responda.

Thank you for your patience, Xotin35. We currently have hundreds of active complaints and we strive to reply as soon as possible in the allotted time of 7 days.

Dear casino representative,

When the player finishes the bonus wagering and the bonus money is "converted" to real money, there shouldn't be a win cap for real money play.

Could you please explain why subsequent winnings weren't considered a win from real money after the bonus was converted?

Thank you to see if they respond because the truth is that if not we will report them.

However, we are asking them for the extracts and they are not providing them to us.

thanks for everything

Gracias a ver si responde porque la verdad que si no les denunciaremos.

no obstante les estamos pidiendo los extractos y no nos los proporcionan.

gracias por todo

Hello, after asking several times for the extract to attach to the police report, not only did they not send it to me but they responded to what I attached.

By law, if I ask for it, they have to provide it to me within a maximum period of 24 hours and they will do it.

I appreciate what they do for the players but these casinos do not deserve a good review.

Buenas después de solicitarle varias veces el extracto para adjuntarlo a la denuncia policial, no solo no me lo envían sino que me responden lo que les adjunto.

por ley si yo lo pido ellos me lo tienen que proporcionar en un plazo max de 24horas y ellos pasan.

le agradezco lo que hacen por los jugadores pero estos casinos no merecen una buena reseña.

The casino is free to submit any evidence or explanation regarding the case publicly or to my email at tomas@casino.guru

Well, please send it since I have €335 that I don't even know how much...

You see it the same as me that they are not right... but well... I hope you can help me, otherwise I will tell you that if I request an extract of all the plays you have to give it to me since I am asking for it to attach to the police report .

I repeat, I do not ask for anything that is not mine.

Pues que lo envíen porfavor ya que tengo 335€ que ni se do de están…

usted lo ve igual que yo que no tienen razón… pero bueno… espero que me puedan ayudar sino ya les digo que si yo le solicito un extracto de todas las jugadas me lo tienen que dar puesto que lo estoy pidiendo para adjuntar a la denuncia policial.

repito yo no pido nada que no sea mio.

Dear user, we have recently provided the requested transactions through the email.

As for the bonus - the rules were predefined and you were aware that the amount available for the withdrawal could only be 5 times the bonus amount.

You have sent me the deposit and withdrawal transactions, not the ones I asked you for. I asked you for a detail of all the plays made since I was given the bonus. Something the lawyer asks me to attach to the police report.

I didn't know that, what you say since the terms and conditions say "The maximum withdrawal amount of funds earned through this bonus (while this bonus is activated) is x5 (five times the bonus amount)", the bonus was unlocked at 5:00 in the afternoon, leaving me with a balance less than five times the amount of the bonus so money, withdraw real money like in any other casino.

I repeat again that they are not right or their terms and conditions are different from those of any other casino, but they should still specify it in the terms and conditions.

Without further harm to you, I advise you to pay me the €335.15, since the terms and conditions of your casino do not specify what you are saying.

A clear example that will explain it very well is because they let me continue playing if I can only win €115, so they put €450 in my balance. If I continue playing, the only thing I can do is lose, never win.

I hope casino guru reviews them negatively, since their terms and conditions go against it and are not well explained.

Thank you, and if it is not resolved today this afternoon we will report you.

Me habéis mandado las transacciones de ingresos y retiradas, no las que os pedí que os pedí un detallado de todas las jugadas realizadas desde que se me dió el bono. Cosa que me pide el abogado para adjuntar a la denuncia policial.

Yo no sabía eso, que ustedes dicen puesto que los términos y condiciones pone "El monto máximo de retiro de los fondos ganados a través de este bono (mientras este bono está activado) es x5 (cinco veces el monto del bono)", el bono fue desbloqueado a las 5:00 de la tarde, quedándome un saldo inferior de cinco veces el monto del bono por lo tanto dinero, retírale dinero real como en cualquier otro casino.

les vuelvo a repetir que no tienen razón o sus términos y condiciones, son diferentes a los de cualquier otro casino, pero aún así deberían de especificarlo en los términos y condiciones.

Sin más perjuicio para ustedes, les aconsejo que me paguen los 335,15 €, puesto que los términos y condiciones de su casino, no especifican lo que ustedes están diciendo.

un claro ejemplo que lo va a explicar muy bien es porque me dejan seguir jugando si yo solamente puedo ganar 115 € para que me ponen en el saldo 450 si yo sigo jugando lo único que puedo hacer es perder nunca ganar.

espero que casino guru los reseñe negativamente, ya que sus términos y condiciones van en contra y no están bien explicadas.

Gracias, y si hoy no queda resuelto esta misma tarde les denunciaremos.

Dear Fernando,

The amount on your balance before activating the bonus was 0.19 euros, which means that the amount available for the withdrawal was fully generated from the bonus winnings.

We will provide the details of the transaction via email again.

As for the terms, they were available on the page and you could cancel the bonus at any stage of your activity.

The terms and conditions say while the bonus is active and the bonus is canceled at 5 p.m. Since we did not reach an agreement and I believe that I am right and that is what my lawyer told me, we will report them and have a judge evaluate and say.

However, it would be nice if casino guru gave his point of view.

Let's hope you are right because I am going to ask for greater damages, losses and legal costs.

Greetings, good morning.

I repeat, I am not asking for anything that is not mine.

Los términos y condiciones dicen mientras el bono este activo y el bono se cancelo a las 5 de la tarde. Como no llegamos a un acuerdo y yo creo que tengo razón y asi me lo a dicho mi abogado les denunciaremos y que un juez valore y diga.

no obstante estaría bien que casino gurú diera su punto de vista.

esperemos tenga razón porque les voy a pedir a mayores daños, perjuicios y costas judiciales.

un saludo buen dia.

les repito no pido nada que no sea mio

And as I told you, the bonus was unlocked at 5 in the afternoon, leaving real, withdrawable money.

the same casino guru a few posts up asks you this: Could you explain why the subsequent winnings were not considered real money winnings after converting the bonus?

something they don't answer or they answer what they want to avoid paying my earnings.

Y como les e dicho el bono se desbloqueo a las 5 de la tarde quedando dinero retirable y real.

el mismo casino guru unos mensajes mas arriba les pregunta esto: ¿Podría explicar por qué las ganancias posteriores no se consideraron ganancias con dinero real después de convertir el bono?

cosa que no responden o responden lo que quieren para no pagar mis ganancias.

Dear casino representative,

If the bonus wagering was complete there is little to no reason to consider resulting funds as real money. If the player only had to withdraw these funds to deposit them into the casino again, it's natural to consider them as real money and any subsequent win from this balance should be considered as winnings from real money.

We understand that players will skip the step, naturally since they consider the funds to be real money.

Please explain why subsequent winnings of 455€ weren't considered a win from real money after the bonus was converted.

Dear CasinoGuru, we are in touch with the player via email to clarify all the details and will update you about the final decision.

Hello. We would like to inform that the case was settled with the user.

As the description of the bonus details was somehow misleading, we refunded the requested amount.

Thanks for the positive news to the 31bet Casino team.

Dear Xotin35,

have you opted to withdraw these winnings? Was the payout successful?

I'll await for your confirmation the issue was resolved.

Yes everything ok. Don't let this happen to more people.

thanks to casino guru for the support.

all the best

Sii todo ok. Que no le pase esto a mas personas.

gracias a casino guru por el apoyo.

un saludo

Dear Xotin35,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you and 31bet Casino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru