31Bets Casino - general discussion (page 2)

Hmm, and when you click on the proof of address and the proof of debit card, is there nothing to attach?

I can upload documents there but they did not want these documents.

besides I am waiting for video verification, if they verify and ask for other documents I will gladly send them

this is what they requested and this is what I sent them

Okay, let's wait and see if we hear from them. If that's all they wanted so far, I wouldn't send anything else either.

And if they do not respond to you, we'll try to contact the casino.

Hello, my problem is that I want to withdraw money from the site but when I fill everything out I get an error message that everything is not verified with my account and when I go to verify it says "Your account is verified" please help I can't withdraw my money from the site

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Have you tried to contact the support regarding this issue?

It seems like a technical glitch, and only the casino could try to fix it, actually.

If the live chat won't be able to help you out, I found this email [email protected]

Try to contact them and let us know how it goes, please.

hi today the same thing again, it's some kind of joke.

I see that they write that they haven't managed to check everything necessary yet so you will have to wait. Probably more can't be done at the moment.

I know it's often not what the players want to feel but patience will be needed and I believe things will get moving soon.

Don't use these guys. Scam artists. Please see below review I published.

I deposited £150 GBP on 09/11/2025. Since that date I have not been able to access my account, I entered my email on the 'reset password' but no email comes through to my email.

I've been onto live chat every day, I've emailled support every day and still they can't sort it. I feel repeatedly gaslit by colleagues who for the nth time keep asking me to describe the issue time and time again and send screenshots time and time again. I'm still waiting for my money back and I've raised complaints too and I STILL can't get into my account, even I've asked for a refund and still they won't tell me whether they will action my request, since the fund are not used.

This is an absolutely incompetent company, they aren't licensed to operate in the UK. I'll be going to my bank and to VISA to get my money back as they are facilitating transaction laundering.

I've never experienced anything like this at this casino before. Before I deposit at a casino, I always check which withdrawal methods they offer. So I didn't think anything of it. Today I wanted to withdraw via bank transfer, just like I deposited. So I entered my IBAN, clicked on withdrawal, and then a message appeared saying that this method wasn't accepted by my bank. In the live chat, they told me that my bank apparently doesn't accept gambling funds. Which is nonsense, of course, because I withdraw using this method at all other casinos. I have another bank account, but that one wasn't accepted either. Now they're telling me I should withdraw via cryptocurrency. I don't know anything about cryptocurrency; I don't even know what it is. They want to force me to open such an account just so I can withdraw at all. Otherwise, they can't help me. That's not right. They offer bank transfer for withdrawals, but no bank is accepted. I asked them to make the transfer manually, but they won't do that either. I don't know what to do to get my money back, so I've filed a complaint here. If I had known this, I would never have deposited any money here.

That really doesn't sound right to me. As you said, they should offer withdrawal to the bank account if they have it on their site.

Good that you submitted a complaint. We will try to "push" them to do the right thing, of course.

In the meantime, you should perhaps check with your bank if the casino even tried to send the money there.

What do you think?

No, they didn't even try, because the message appeared immediately when I clicked on the withdrawal button. I also recently opened another bank account at a different bank. But even when I entered this new IBAN, I got the same message. They offer bank transfers but don't accept any banks. In the live chat, they said it's easy to deposit via bank transfer, but withdrawals are almost impossible. Why do they offer it then? That's not right.

In all the casinos where I play that offer bank transfers, I've never had any problems withdrawing my winnings, so they can't simply say that my bank doesn't allow gambling funds. I think that's just an excuse on their part.

It could be also related to the fact that you are from Germany, though, and that is why they offer you to use a different payment method. 🤔

Perhaps you should ask them about it. You lose nothing by trying, right?

They're just saying my bank doesn't accept gambling funds, which isn't true at all. They told me to use a different IBAN, which I did, but it still wasn't accepted. And honestly, if the reason was that I'm from Germany, they wouldn't be able to offer bank transfers on my profile.

This is definitely not right, because they're forcing me to open a crypto account, which I don't want to do and don't know anything about. If I don't do it, I won't get my money???

These are the payout methods.

I really hope that we'll be able to get some agreement with them and you will get your winnings soon.

Let's see how your case will unfold.

I don't think Casino Guru is helping me here, especially after reading what Thomas wrote in response to my complaint. He's now advising me to open such an account? That can't be right. This casino offers bank transfers, just not for my bank account? Am I being forced to open a crypto account? I'm completely unfamiliar with this, and the link Thomas sent me isn't helpful at all. I don't even know what to search for. The casino's support told me to open an account with Binance. What is that? Binance isn't even listed among the withdrawal methods! I can't even read English. The casino isn't responding anymore. Does that mean I'm going to lose my money?