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I am writing to raise a formal complaint regarding my unresolved account access issue and the handling of my support requests.

On 09/11/2025, I deposited £150 GBP into my account. Since then, I have been unable to access my account, as the password reset function does not send any email to my registered address.

Despite contacting live chat daily and emailing customer support every day, the issue remains unresolved. I have repeatedly been asked to restate the problem and resend screenshots, yet no progress has been made. This repetitive cycle has left me feeling disregarded and unsupported.

I have also submitted formal complaints and requested a refund, as the deposited funds remain unused. However, I have not received any confirmation on whether my refund request will be actioned, nor any clear update on when my account access will be restored.

I expect immediate clarification on the status of my refund and urgent resolution of my account access issue.

Please treat this matter as a priority.

Important notice:

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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.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please clarify when exactly your account was created? Do I understand correctly that you lost access immediately after depositing?
• Did you pass the verification before you lost access to the account?
• Did you activate any bonuses on top of your deposit?

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,

Kristina

Could you please clarify when exactly your account was created? Do I understand correctly that you lost access immediately after depositing? I created the account on 8th/9th November 2025, I lot access after depositing

Did you pass the verification before you lost access to the account? Yes I did.

Did you activate any bonuses on top of your deposit? No I didn't

I'm getting sick and tired of dealing with this company now. They've just told me to verify myself before I can get the money. I provided photos of my card, which they've asked for, and now i'm being asked to provide my bank statement. I sent in a document from my online banking as my statement won't get generated until next month and they've rejected it. I've had enough of this company, I'm physically getting angry myself just speaking to them. I want my money and I want my account closed. I haven't used a penny of it and I'm having to go through several hoops to get it.

Please help me, I've waited since last week and they've still not sorted the issue out. I'm just being passed from one person to another and I'm having to go through the same process every single time I speak to someone.

After suppyling the bank statement, they have now replied to me saying this.

Dear ...

Thank you for your email.

We would like to inform you that provided document has been verified successfully.

Please be informed that your account is closed and you are free to make a withdrawal request and withdraw your current balance, and after that, the account will be suspended permanently.

Kindly note that the KYC team is only responsible for the verification matters.

Should you have any other questions or inquires regarding your account, we kindly ask you to contact the appropriate team via Support Live Chat on our website or via Support Email : support@31bets.com

Wishing you the very best!

—

Best Regards, 

Lana

31Bets KYC Team

How am I supposed to get money from my account if I have no access to it and my account has been 'closed'???

Please sort this urgently.

Thank you very much for your reply. Do you see any message or pop-up when you try to log into your casino account? If so, please post a screenshot here.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I just receive a message saying incorrect username/password and then when i try to reset my password, i do not get an email. I posted all relevant communication to this complaint thread. I have proof of conversation but everyone i spoke to within the team is just asking me to send the same screenshots i've sent to others. There's no form of continuity within the company and no internal ongoing documentation.

Dear mrkrm

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, Peter (peter.c@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,

Kristina

Hello there,

Thank you mrkrm for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 31Bets Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

Dear Peter, the delay with transaction occurred because it remained in a pending processing state. This was an unintended hold within the payment system. We are pleased to confirm that the withdrawal was successfully finalized on 24 November, and the funds were released accordingly.

With regard to the difficulties the user encountered when attempting to recover the account password, our records show that a temporary password was issued as part of the standard recovery procedure. Once this temporary password was provided, the user was able to log in and regain full access to the account without further complications.

Thank you very much for the update 31Bets Casino representative.

Dear mrkrm, We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear mrkrm,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Peter
Casino.Guru