31Bets Casino - プレイヤーの撤退はビデオ認証を待って延期されます。

Hi I won the amount with the no deposit code, then I verified myself and ordered a withdrawal.the casino reversed the withdrawal and requested video verification. I sent them the video a week ago and they still haven't verified the video.I can't make a payment.

They don't want to give any information why they didn't verify my video.

Dear Player,

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.

• Could you please share a screenshot or the link to the bonus you activated and played?
• Is your account accessible to you? Can you log in?
• Could you please share with me your communication with the casino regarding the verification of your account and the delay? 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

Hello, I am sending SS

I have access to the account but for over a week they have been writing the same thing that they are checking and so on over and over again. I don't believe that they can't check a 20-second video in a week.

Thanks for the explanation of the situation.

• Has the casino concluded the verification of your account?
• Were you able to withdraw your winnings since your last post?

Please let me know.

hi yes, they verified the account today and paid out the winnings. Two weeks of waiting for verification is definitely too long.

thanks for helping me solve my problem.

Dear ralfik,

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,

Tomas

Casino.Guru