31Bets Casino - プレイヤーの撤退が遅れています。

I've been waiting days for a check to withdraw my money, I've sent documents, videos and nothing! They just tell me to wait!

Estou a dias esperando uma verificação para sacar meu dinheiro, já enviei documentos, vídeos e nada! Só mandam eu aguardar!!

Dear mtacessoriospt,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly, and it might take a few working days to complete this thorough process.

• Could you please list which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Since when are you attempting to withdraw your winnings from the casino?

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,

Tomas

The last one was a video with a piece of paper with the date, site name, username and my full name on it. With my ID document and in the video I had to speak in English the information written on the paper, I have already sent proof of address, ID, proof of payment

O último foi um vídeo com um papel escrito data, nome do site, nome de usuario, meu nome completo. Com meu documento de ID e no vídeo tinha que falar em inglês as informações escrita no papel, já mandei comprovante de endereço, id, comprovante de pagamento

the funniest thing is that when it comes to denying something they are very quick! Now it takes days to approve....

Dear user, we could not find any user on our platform with the provided information. Could you please check that you have uploaded the complaint on the correct casino page?

Email and dashboard attached

Segue em anexo email e painel

The page on your screenshots is different casino - it is 31bets.com while this complaint section is for the 31bet.com.

Plus the link above goes to that casino! I press the link above and it goes to that casino I mentioned! I can make a video and send it to you

Mais o link aí em cima direcionado para esse casino! Eu aperto no link aí em cima e vai para esse casino que mencionei! Posso fazer um vídeo e enviar

I can't send a video here... but I can send it by e-mail

Por aqui não consigo enviar vídeo… mas posso enviar por algum e-mail

And I made an account at this casino using the link on this site!

E eu fiz conta nesse casino através do link desse site!

the link mentioned there goes to the site I made an account with

o link mencionado aí vai para o site que que fiz conta

I made a video and I can prove it!

Fiz um vídeo e posso provar!!

DO YOU HAVE AN EMAIL ADDRESS WHERE I CAN SEND THE VIDEO????

TEM UM EMAIL ONDE POSSA ENVIAR O VIDEO????

BUT I WANTED TO SEND IT TO YOU BECAUSE LIKE ME THERE CAN BE MISUNDERSTANDINGS LIKE THIS! I BELIEVE YOU ARE AN HONEST CASINO, AND THERE ARE OTHERS TRYING TO USE PEOPLE!!!

MAS QUERIA ENVIAR PARA VOCES PQ ASSIM COMO EU PODE ESTA HAVENDO MAL ENTENDIDOS COMO ESSE! ACREDITO QUE VOCES SEJAM UM CASINO HONESTO, E EXISTE OUTROS ENTAO TENTANDO USAR AS PESSOAS!!

Please search for the 31bets casino and try to get in touch with them.

I reassigned the complaint to the appropriate casino. I apologize for the inconvenience.

Dear mtacessoriospt,

Have you received the result of the verification of the video you submitted since your last reply?

Is your account in the casino accessible to you? Can you log in?

Dear mtacessoriospt,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru