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Hi casino.guru,

Yesterday I registered at 31bets casino and firstly verified my account. The verification passed successfully but the support said you had a previous account with us, so we had to delete the first account, and it was OK for me to continue to play, deposit and withdraw with this one. (see the screenshot attached with the communication).

I deposited via my debit card, made some bets and got winnings of 127€. I tried to withdraw but they reversed the withdrawal with the reason I had to verify my credit card and then I could withdraw. I sent the proofs of my credit card.

Today, when I tried to access my account, it had been blocked…

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 31Bets Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you previously registered an account in the casino, to your knowledge?
• How did you learn about your account being blocked? Were you in contact with the casino regarding the block of your account?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the blocking of your account? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Yes, the support told me I had an account previously which was closed and was not a problem ( I sent you a screenshot of the casino confirming this).

Regarding my blocked account. Today morning when I tried to access it, it was blocked. The casino assured me it would make the withdrawal but today when I tried to login the account was blocked!

No, I didn’t take any bonus; played with my own money.

They triggered me to make deposit then kept the money and blocked my account!!!

Just like impostors! Online Scams!

I want you to help me with the withdrawal.

They can’t take deposits , and just close accounts this way!!!!

Also the amount is 127€, not Lek. I have input the currency wrong, due to rush.

Thanks for your reply and explanation of the situation.

• Have you received any explanation for why your account was blocked? Could you please share any email regarding the issue with the blocking of your current account?
• Send the information to my email at tomas@casino.guru

Thanks in advance for your cooperation.

No I havent received any information. It says only "blocked account" when I try to log in.

So, Tomas, any new update about this so-called casino?

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter, who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

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.

Hello there,

Thank you aver147 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 31Bets Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and what we can do to help resolve this issue.

Thank you!

Dear CasinoGuru,

Upon a thorough investigation of the player’s gaming activity, it became evident that multiple accounts had been created and used in a manner that contravenes our Terms and Conditions — specifically, those related to bonus usage and account integrity.

Our records show that the player repeatedly engaged in what is commonly referred to as bonus abuse or bonus hunting. Such behavior is expressly prohibited under our Bonus Terms, which are clearly stated and accepted by all players upon registration.

Initially, when we detected this activity, we closed the duplicate account involved and, in good faith, allowed the player to retain one verified and active account, giving them the opportunity to continue using our services in accordance with our policies.

Unfortunately, subsequent monitoring revealed that the player continued employing the same bonus hunting tactics on the remaining account.

Therefore, once it became clear that the misuse of bonuses persisted, we were left with no option but to close the player’s final account as well.

Dear casino. guru,

I am asking 31bets casino, what bonus tactics did I use specifically? Can they be more specific in details? I deposited 10€ and made some bets and was lucky! It’s clear they don’t want to pay!!!

Alternatively, they should have returned the money I deposited, then close the account! As casinos normally do, when a customer is in breach of their terms (if I really was). Where on earth, can one see this: the casino accepts the deposits and then closes the account???! Only in online scams!!

It’s obvious they have unproffessional ways of doing business, with made-up excuses to not pay!

Dear user,

There was no outstanding balance on your account upon closure of your account, we only confiscated the bonus amount thus we were not obliged to return any funds.

You took my deposit! How’s that!!!?

@casino.guru

They reassured me the payout would be made, but I had to to verify my debit card from which the deposit was made (after regular verification was done). I sent the proof of my debit card. Then suddenly they closed the account!

@31bet

Thete were no bonuses!! Only pure winnings! Since with 10€ deposits you can’t have any bonuses!! You know that!!

You need to deposit at least 20€ to get bonuses from you!!

Thank you for the update 31Bets Casino representative. Would it be possible to provide me with evidence of bonus abuse? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear Peter, we have provided the requested evidence via email.

@Peter Evidence of what bonus breach?!! Lol

There’’s nothing..

They have to pay me the withdrawal, (in worst circumstances which does not happen at all) refund my deposit!!

They can’t just take the money and close accounts!

Dear aver147, The casino has provided us with clear evidence indicating the presence of multiple accounts, specifically noting that both accounts were linked through the use of the same cryptocurrency wallet. This information strongly supports the conclusion that the accounts are connected and operated by the same individual.

In cases involving duplicate accounts, we take care to review each situation individually to determine whether any unfair advantage was obtained. In this instance, the evidence provided showed that both accounts redeemed the same promotional bonus. According to the casino’s terms and conditions, each player is permitted to claim a bonus only once. By using multiple accounts to claim the same bonus, an unfair advantage was gained.

Given these findings, the casino’s decision to block the account was consistent with its established terms and policies. The enforcement of these rules is necessary to ensure fair play and the integrity of promotions offered to all players.

In light of the evidence and the casino’s adherence to its terms, we must conclude that the action taken was justified. Therefore, we have to reject your complaint. We have recommended that the casino return your deposits in our email correspondence, but we will not be further assisting you in this case, as you tried to take advantage of our service despite your fraudulent actions.

Thank you for your understanding and cooperation.

Kind regards,

Peter