Withdraw locked account under investigation

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 >

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,

<full name removed>

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,

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€.

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.

 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.

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?