31bet Casino - Igrač ne može da povuče dobitke.

Hi I visited this casino and used a no deposit bonus , i completed wagering and my balance was 113 euros ,after that I deposited 23 euros via debit card ,wagered my deposit once and i tried to withdraw 135 euros but i could not because it appearead a red message that said that it needs to make at least one deposit with result to be able to withdraw even if i already deposited .I talked with chat 3 times with 3 different employees with purpose to solve this issue and the only solution that gave me is to deposit again via jeton and then to withdraw.One of them tells me that is not possible to make deposit via jeton because i dont appear as a verified member to Jetonbank but the same person after that suggested me to deposit via Jetonbank because i am a verified person.I dont know why i have only this payment option meaning jetonbank option . My jetonbank profile does not let me deposit through euro and through my bank account because of my country. I cant get my winnings please help me guru all i see is that the 31bet casino does not want to help and pay their customers winnings to withdraw. I asked also not get my winnings but returned my deposit , I send all of that to casino email.I want to mention that i can give my iban to casino thus to pay me

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Harapan,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing with your withdrawal.

It’s important to understand that the casino doesn’t have complete control over the payment methods it offers. Several factors can affect their availability, such as the licensing authority, geographical location, contracts with payment providers, and bank restrictions. Just because a payment method is available for deposits, it doesn’t necessarily mean that it will also be available for withdrawals. Additionally, payment methods can be discontinued at any time, and unfortunately, casinos may have limited ability to offer certain payment options to their customers.

• Have you been informed about any alternative methods you could use to withdraw your winnings?
• Please send me a screenshot of the payment methods available in your account for both deposits and withdrawals.
• I would also appreciate a screenshot of your transaction history showing the deposits you made and the payment methods you used.
• Was your account successfully verified in the past?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Dear Harapan, we can complete your withdrawal via bank transfer as an exception. Please send your concern to email: complaints@31bet.com and we will provide the necessary procedure.

Dear 31bet Casino representative,

Thank you for reaching out and assisting the player.

Dear Harapan,

Have you contacted the casino via email as requested by the representative in their previous response? If so, could you please update me on the current status of your withdrawal request?

ok I will contact them thank you

Dear Harapan,

Please let me know if you received any further instructions from the casino after you contacted them via email.

Dear Harapan,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I received my winnings !! Thanks for your help!!

Dear Harapan,

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,

Veronika

Casino.Guru