31bet Casino - プレイヤーの賞金は没収されました。

Hey, after I won I have been trying to verify my account at 31bet and have done so with my passport and selfie and proof of address which went fine. They were all accepted.

Then they wanted to verify my crypto wallet, the one I used to deposit and I have sent them screenshots of the transaction as well as the interface. I use a wallet called Trust as it is very easy to use. Trust does not require any signup so when they ask for screenshots that include my account information on Trust I can't provide it as the wallet do not have "accounts" so to speak. When I told them this they "deducted" my winnings and only left my deposit.

How is this fair? I have been trying to be very helpful to them and done all they have asked. Then they just deem it okay to take the winnings I made.

Hello kostiantynsimon,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 31bet Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Is it possible to provide documents of how did you fund your Trust wallet as it may server as verification document for the wallet?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Could you please advise since when exactly is the verification process ongoing?

For a couple of weeks I would say.

Is it possible to provide documents of how did you fund your Trust wallet as it may server as verification document for the wallet?

Yeah that is possible.

When was the last time you spoke to the casino and what was it about?

31 October, the things I sent you in the screenshots.

Can you send me your email so I can send you the exchange with the casino?

Hello kostiantynsimon,

Please forward the mentioned evidence and communication to nikolas.b@casino.guru for further review.

Also forward the funding of your Trust wallet to the casino as well as soon as possible. If you can provide the funding of your wallet (with your own balance and own payment method) it should be enough to verify it.

Looking forward to your response.

Regards,

Nick

Dear kostiantynsimon,

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 sent you an email

Thank you kostiantynsimon for all the information provided.

The casino definitely should not confiscate your balance based on the fact that the wallet does not contain any personal information. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

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

I would now like to ask 31bet Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!