Complaint #18 31Bet.com Casino

5955 euro in Winnings Locked Since April 15

By lauragriffinn456

1 year ago

Hello AskGamblers team,

My name is < full name removed >, and I am submitting a formal complaint against 31Bet regarding withheld winnings of €5,955.

On or around April 15, 2025, I uploaded all the required verification documents requested by 31Bet in order to complete their KYC process and withdraw my winnings. These documents included:

A valid government-issued ID

Proof of address

Proof of deposit

Despite complying fully and promptly, my account has remained locked, and the withdrawal is still pending. On April 16, I received a message from their support team stating that my account is under investigation (see attached screenshot). Since then, I have repeatedly contacted support for updates, but all I receive are vague and generic replies with no timeline or resolution.

I have attached a screenshot showing their April 16 message as well as proof of my ongoing follow-ups asking for updates.

It has now been over a month, and no action has been taken by the operator to finalize the review. It is extremely unprofessional and unacceptable to leave a player in limbo without any progress or transparency, especially when a substantial amount of money is being withheld without any stated reason.

I kindly ask the AskGamblers Complaints Team to intervene in this matter and assist in ensuring that I receive my rightful winnings.

Thank you in advance for your support.

Best regards,

Disputed Casino 31Bet.com Casino

Reason Verification issues

Discussion

AskGamblers

• Support Team

11 months ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that 31Bet.com Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

lauragriffinn456

11 months ago

I strongly disagree with 31Bet’s response and wish to clarify the situation:

1. Misleading claim of non-cooperation:
I never refused to cooperate. I received a request for video verification that stated I needed to complete the video within one week – but it did not mention any consequences for failing to do so. That’s not a fair or transparent warning.

I attempted to record the video, but the quality was too poor to meet the requirements. I did not inform 31Bet immediately, but I intended to complete the process properly when I got home and had the right conditions. I have now done so – the video has been submitted and is available in their system.

2. Accusation of bonus abuse is unjustified:
31Bet accuses me of being a bonus abuser and part of a colluding group without providing any concrete proof. I played like any regular user and won. That’s not abuse. Throwing around serious terms like this without evidence is unprofessional and unacceptable.

If they truly believe there was abuse, they should present facts, not vague generalities from their T&Cs. Otherwise, it seems like they're just trying to avoid paying a legitimate win.

3. Suspicious timing of their investigation:
The account was under investigation for over a month with almost no communication. Only after I filed a complaint here at AskGamblers did they suddenly request video verification and accuse me of abuse. That timing is highly suspicious.

4. I have now completed their request:
The video verification has been submitted. I have done what they asked – and yet they still refuse to pay out my winnings.

Request to AskGamblers:
Please ask 31Bet to:

Review the submitted video and process my winnings.

Provide actual evidence if they wish to maintain any accusations.

Stop misusing their Terms & Conditions to justify withholding legitimate payouts.

Thank you.

31Bet.com Casino

• Representative

11 months ago

Dear AskGamblers, following an internal investigation, our team identified the user in question as a suspected bonus abuser, based on patterns of activity closely resembling those of a known group of colluding players.

To dispel any uncertainty and provide the user with the opportunity to resolve the matter, we requested a video verification. It is important to note that successful completion of this verification process would have fully reinstated the user's account and removed all restrictions. However, the user declined to cooperate with the verification request.

As such, and in accordance with our Terms and Conditions, we proceeded with the appropriate actions based on the available evidence and the lack of compliance.

10. EXCEPTIONAL CIRCUMSTANCES
10.10. We may cancel the bonus eligibility, bonus amount and any bonus winnings of the Player in case We detect suspicious common betting patterns that could entail guaranteed winnings and/or guaranteed bonus eligibility. As such shall be considered (including but without limitation) common betting patterns across identical events/markets/selections that could be identified in one or across several accounts. In case We detect an obvious relation between players, common betting pattern or any other abusive betting strategies exploiting/misusing/manipulating bonuses and/or promotions offered by Us , We may cancel the applicable promotion and any related winnings.

11. ANTI – FRAUD POLICY
11.10. Consequences of Fraudulent Actions
In instances where fraudulent activities are suspected or confirmed, the Company reserves the prerogative to undertake the following actions: Account Termination - Immediate termination of the player's account, which might also result in confiscating all the balance and deposits made by the end user.

The user was duly notified in advance about the consequences of failing to complete the verification process. As the user did not comply within the allotted timeframe, the account was subsequently restricted, and associated winnings were withheld in accordance with our Terms and Conditions, however we still allow her to withdraw the deposit she made on our platform.

AskGamblers

• Support Team

11 months ago

Dear all,

Kindly note that the AskGamblers Complaint Team requested and is still awaiting additional information from the 31Bet.com Casino team.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

31Bet.com Casino Complaint Stats

Resolved 12 / 12

Avg. Amount $2,859

Avg. Complaint Duration 9 days

Avg. Response Time 1 day

31Bet.com Casino Complaints

See all complaints for this casino

Unable to log in

Hi AskGamblers team,

I’m reaching out regarding an ongoing issue with my 31Bet account. For several days now, I’ve been unable to log in — every attempt results in an “Error has occurred” message. I’ve already cleared cache, tried multiple browsers and devices, and contacted their live support several times.

They confirmed it’s a “general technical issue,” but it’s been quite a while with no clear timeline for resolution. I’d appreciate it if you could look into this or help escalate the matter so I can regain access to my account and funds.

Thank you for your help and time.

Best regards,
Firoozi

Resolved

€8,000

Unpaid Winnings of 4797 euro at 31Bet for Over 3 Months

I am submitting this complaint against 31Bet due to their failure to pay my winnings of €4,797. It has now been over three months since I won this amount, and despite completing every single verification request—including providing documents, video verification, and other checks—my withdrawal still has not been processed.

What makes this situation even worse is that 31Bet instructed me to change the email address on my MiFinity e-wallet account as part of their requirements, which I complied with. Even after making this significant change and fulfilling all their demands, they still refuse to release my funds.

Whenever I contact their support team, I receive the same response: that my account is “under investigation.” They have provided no clear explanation, no evidence of an issue, and no timeline for resolution.

This treatment is completely unacceptable. I have done everything requested, including changes that affected my e-wallet account, yet 31Bet continues to delay and withhold my legitimate winnings. I kindly request your assistance to resolve this matter and ensure I receive the funds I am owed.

I just want my money that I am entitled rightfully to.

Thank you for your help in advance

< full name removed >

Resolved

€4,797

Delaying my winnings for months and not giving any information what so ever

My name is Madelen, and I am submitting this complaint against 31Bet.

I have fully verified my account by providing all the requested documents, including identification, proof of address, and any additional verification they asked for. Despite completing all verification steps, the casino still refuses to process my withdrawal.

Whenever I contact their support team, I am simply told that I should keep waiting. It has now been several months with no clear information, updates, or explanation as to why my payment has not been made.

I feel that I am being unfairly prevented from accessing my own funds, and I am requesting your assistance to help resolve this matter and ensure that I receive my winnings without any further delays.

Thank you very much for your help.

Kind regards,
Madelen

Resolved

Complaint about 31Bet refusal to pay out winnings

Dear AskGamblers Team,

I am submitting this complaint against 31Bet because they have failed to pay out my winnings of nearly €10,000. It has now been almost three months since I won, and despite providing all the requested verification documents—including ID, videos, and other forms of proof—my withdrawal has not been processed.

Whenever I contact their support, they tell me to wait because my account is “under investigation.” They have not given any clear explanation or timeline, and I feel I am being treated unfairly.

I am asking for your help to resolve this and ensure I receive my winnings.

Kind regards,

Resolved

€9,500

Withdraw locked account under investigation

Hello, I deposited money on 31bet, and wanted to play table tennis games, but they asking to add one more match. I didn't like that so I decided to withdraw whole deposit amount back, I didn't stake anything. After that, they rejected my withdrawal and locked my withdrawal option. After that they emailed me that my account was under investigation. That was more than 10 days ago. I want to solve this problem, to wager if I must, but need response from them. They locked money and don't want to give me explanation what to do. I'm asking u to help me solve this problem with 31bet. Thanks

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€1,032

Withdrawal rejected and verification problems

Made four deposits via zimpler, and later tried to make withdrawal of 200€ and 400€. They went to pending status and later they were rejected. They mailed me that kyc wasnt vericated yet, but in the second attempt there was verified stamp on my account. Tried again, now 2000€ withdrawal got in to pending status and again rejected. After that there camed just text "there was a system error, please contact support" and now withdrawals didnt even go pending.

Asked livechat whats going on and they just told me to wait. Also contacted support by mail and they were saying that i need to verificate zimpler account. I replied and asked how can i do that and also i sented screenshot of withdrawal screen where is my personal id number on zimpler account. No one answered to me.

Again to livechat to ask what to do. They said that i should log in zimpler account and take a screenshot what it says. Told them that there is no place where i can log in, not even in zimplers homesite. Answer was just to log in. I did take several times contacts to livechat and finally they sent me email:

"Please be informed that functions have been limited on your account unless the requested Zimpler verification isn't passed. For that, please, go to your Zimpler account and provide us with a statement in PDF format where all the deposits made from that payment method will be visible."

I contacted to zimpler and re-sented 31bet mail to them. After their verification process they delivered me list of all my payments via zimpler. Sented that file to 31bet and also added screenshot of my mobilebank where they can see my deposits. Asked them to reply is everything right, but no one replied.

To livechat and they told me that they are putting message to kyc team to hurry. Moment later kyc team mailed me that i should provide them official statement.

They dont have any intrest to make this go completed and i think they dont want to help me at all. Also so frustrating that they dont answer to mails.

Resolved

€2,000

Withdrawal rejected for 1009 euros

I try withdraw 1009€ with skrill and they said that can't make it and that I need try with mifinity. I create account in myfinity and the say that can't make withdraw with mifinity. Now say that I try with my last method neteller, but I have blocked account neteller and don't have more options.

Skrill said me that my account is ok verified and casino can make withdraw without problems.

Please help me with my withdraw. I deposit 1750€ and want retire 1009€.

Rejected

€1,009

Withdrawal delayed and no support

I played on 31 bet March 19th and got around 100 euros from a bet. Since then I've been trying to withdraw my money, on the first attempt they told me to verify my account, so I did. I uploaded my id picture and it was verified, I tried to withdraw my money 3 times, and every time they told me to wait 3 days but it was rejected every time.

Now all of sudden they removed my proof of address from the website and won't accept any document because then "save" icon after I upload the proof of address just doesn't work, so I can never send my proof of address and my money is locked on the website since then.

I contacted on live chat at least 10 times and all they say is they can't do anything, then I contacted on support email and they told me to email "kyc@31bet" and they told me to email support back and now don't even reply me anymore.

I just wanna get paid! When I deposited the money it didn't even take 10 minutes and now I've been trying to withdraw my money for 9 days and they don't even care enough to answer me anymore.

Resolved

€100

Withdrawal issue and delay

I came across the casino through your site, my criteria for the casino is that there is a Rapid transfer deposit method available. I made an account with the casino, and made 2 deposits of 70e, the first one I lost, the second deposit I managed to raise my balance to 1420euro. I did not use the bonus offers, and played with 1e bet for the whole game session.

By the time I had finished my game session it was time for the Kyc process. This process also took quite a long time, but I managed to complete it and my account has been verified. I made my first withdrawal attempts using Rapid Transfer, (withdrawals at other casinos have worked fine with this method). They informed me by email that this was not possible, and returned the money to the account. After that I made a withdrawal request, BANK IBAN SEPA payment, it was processed for 2 days, then came the email that it is not possible. I then tried to make a withdrawal request to my Mifinity wallet. Again the email came back saying that this is not an option. During all this time, I have not received any clarification as to why these options are not possible, even though they are available in my withdrawal options. They asked me to make a withdrawal using my SKRILL wallet. The problem is that I don't have a SKRILL wallet because due to a bad experience I closed it some years ago and have no intention of opening it again. Since then I have made 2 requests for BANK IBAN SEPA payment, but both have come back to the account, and they have said that this method is not possible.

When I choose a casino, I always check what deposit and withdrawal methods they have to offer and then decide whether or not to open an account there. I have always used Rapid Transfer to deposit, and either Rapid Transfer or Bank Transfer to withdraw. Players may have their own restrictions on what they can even use, and the casino cannot assume that their players have all their withdrawal methods available. However, Bank Wire is a method that every casino should be able to offer as a last resort. I still have the NETELLER option left to try next. But I'd rather not do that, because I don't know how that method works at all.

I would be grateful if you could help me with this, I feel like I can't do any more myself. I can't get answers to my questions in the live chat, and it seems that the staff there are incompetent anyway.

Resolved

€1,420

Having two problems

Dear Team, I've got two Problems with the 31bet Casino.

First: I setted a deposit limit about weekly 50€, which doesnt work, I already told them about this and I knew, when I setted this, there was an unresolved problem with the Limit setting. Here IS another Case, in which this setting hast Not worked and they confirmed there was a Problem and they resolved IT now

Second: they told me later, that they have to Close my profile, because German players are Not allowed, when I registered, I could select Germany as my country and there was No Chance to See, that my country IS Not allowed, I could enter and Cash in without any problems, now the website IS No longer reachable for me, so there was also a problem, which they fixed now.

I Send a few E-Mails to them to solve the problem, but they answer with a delay of nearly 14 days and I cant reach Chat Support to Talk to them, because the website IS No longer reachable from Germany, you May Help Here?

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