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Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with 31Bets Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus?  

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,

Natalia

Hello!

I only played slots games, I deposited a total of 100 euros in 10-20 euro installments. I didn't get any bonuses! I didn't even play with bonuses. When checking my account, I got to the point where they requested my ID, and after a while I got the message that I was banned from the casino.

I wasn't banned until I lost, only when I won and wanted to withdraw. This is very unfair.

thank you for the trouble!

Thank you for your reply! Did the casino only ask for your ID for verification? Have they reviewed the document before blocking your account?

Was it your first attempt to withdraw from the casino, or have you made any previous successful attempts to withdraw?

KYC checks the identity before the first payment. There was no payment before, this would have been the first

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hi! Today the casino transferred the full amount! It didn't explain it...thank you very much for your help!!!

Dear dolo74,

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,

Peter