31Bet.com Casino - 5955 euro in Winnings Locked Since April 15

Dear Laura, to continue operating your account, you still have to complete one additional step of the verification about which we have informed you recently via email.

Dear @lauragriffinn456,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required verification paperwork has already been sent to the 31Bet.com Casino team accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process. Should you refuse sending the required verification paperwork or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

Dear AskGamblers team,

I am writing to provide an important update to my ongoing complaint.

31Bet has now officially confiscated my winnings, as shown in the attached screenshot. The reason given is that I did not complete their requested video verification in time.

This is completely unacceptable.

Let me remind you that:

31Bet held my account under “investigation” for over a month without resolving anything.

Only after I submitted a complaint here did they suddenly demand an advanced video verification with a strict deadline.

I had already submitted all standard KYC documents (ID, proof of address, deposit proof etc.).

The additional demand (video while reading personal info aloud and showing ID) is excessive and was difficult to fulfill immediately due to my work schedule and personal responsibilities.

Yet, they felt justified in seizing nearly €5000 for a mere delay – even though they themselves delayed my case for weeks without action.

This is completely disproportionate and appears to be a tactic to avoid paying out legitimate winnings. I request AskGamblers to consider this in the handling of my case, and I urge you to escalate this as a violation of fair gaming practices.

Thank you again for your continued support.

Dear 31Bet.com Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and information that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that, in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thank you in advance.

Dear AskGamblers, we have provided the detailed explanation on the indicated email address.

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.

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.

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.

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.