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Summary of the Issue:

I am filing this complaint because 31bet Casino has indefinitely delayed the withdrawal of my €3800 in winnings, achieved after successfully wagering a welcome bonus. Despite completing multiple stages of identity verification, including initial KYC and a subsequent video verification that was explicitly confirmed as "successfully verified," my account has now been placed under an open-ended "review process" with no given timeline or reason for the delay. This action effectively prevents me from accessing my legitimate winnings.

2. Detailed Chronology of Events:

Around April 5th: I registered an account with 31bet Casino.

I proceeded to wager the welcome bonus package and successfully won €3800.

Following this significant win, I initiated a withdrawal request for the €3800.

Initial Verification: As part of the standard KYC procedure, I promptly uploaded my passport and completed a liveness check. This was processed and accepted by the casino.

Subsequent Video Verification: A few days later, the casino requested an additional, unusual verification step: a video of me holding up a written note. Despite having already completed a live verification, I complied with this request.

Confirmation of Video Verification: On [Date of Video Verification Confirmation, e.g., April 17th - if you have exact date], I received an email from Irene Dias, a Support Agent, explicitly stating:

"Dear Alexander, Thank you for your prompt reply. We would like to inform you that your video has been successfully verified. Have a nice day! Best regards, Irene Dias"

Account Placed Under Indefinite Review: On April 20th, at 9:27 PM, just days after my video verification was confirmed as successful, I received an email from Rayanne, another Support Agent, stating:

"Hello, Hope this email finds you well! We would like to inform you that your account is presently undergoing a review process. This is a standard procedure that requires a certain amount of time, and as such, we are unable to provide a specific timeline for its completion. Rest assured, you will be promptly notified via email as soon as there are any updates regarding this matter. If you have any more questions or inquiries, please let us know. We'll be more than happy to help you out anytime. Have a great day! — Best Regards, Rayanne / Support Agent"

Ongoing Delay: Since April 20th, I have sent multiple follow-up emails to 31bet support, but I consistently receive the same generic response that my account remains "under review," with no further details, reasons for the review, or any estimated timeline for its completion. This has now been ongoing for over a month.

I find this situation to be highly frustrating and unacceptable. My account was initially verified, and even a subsequent, unusual video verification was explicitly confirmed as "successfully verified." To then have my account placed under an indefinite "review" without any specific reason provided, or a timeline for resolution, feels like a deliberate tactic to delay or withhold legitimate winnings.

As a player who has complied with all requested verification steps promptly and completely, I expect transparency and efficiency. An open-ended review, especially after a successful verification, is a breach of trust and prevents me from accessing funds that I legitimately won.

I request that Casino.guru mediate this complaint to compel 31bet Casino to:

Immediately conclude their "review process" or provide a specific, detailed reason for its necessity and a clear timeline for its completion.

Release my €3800 in winnings without further undue delay.

I can provide the following evidence:

Screenshots of my successful KYC verification (if possible, though usually internal casino records).

The email confirming "successful verification" of my video (from Irene Dias).

The email stating my account is "under review" (from Rayanne).

Records of my follow-up emails and the casino's generic responses.

Screenshots of my account balance showing the €3800 winnings.

Thank you for your assistance in resolving this unjust situation.

Dear AlxBlck,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with 31bet Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Which payment method to withdraw your winnings have you opted for? Was it the same one you used before? 
• Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

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

Best regards,

Katarina

Dear AlxBlck, as we checked, the investigation process has already been completed on your account so you can use it without any issues.

Dose that also mean that i can withdraw money without any problems or delays?

Dear AlxBlck, as we checked, you have already competed withdrawal successfully.

I can confirm they have sent one payment. Now they are stalling again.

Dear 31bet Casino,

thank you for your messages and updates.

Dear AlxBlck,

Could you please advise haw many withdrawals are you still waiting for?

Are they currently marked as pending?

When have you requested them, please?

All outstanding withdrawals have been paid, i would like to thank casino.guru

Dear AlxBlck,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Katarina

Casino.Guru