31bet Casino - El retiro del jugador se retrasó debido a problemas de verificación.

Hello everyone,

My name is Francisco, I have 807 euros in my account and I would like to withdraw them. I go through all the verification they ask for but the one about the payment method fails, as the card I used is virtual, from my bank. They ask for the receipt of the 200 euro payment I made on 16/12/23, and I send it without any problem, but it doesn't work for them because my name doesn't appear on it, (how is it my fault if my name doesn't appear in the Santander bank statement?) So, I sent them a pdf screenshot showing the list of all my transactions including the payment on their website, which does show my name, last name, card numbers... but it seems that this doesn't work either. Hence, I asked my bank for a card ownership certificate, which shows all my details and the card's details, but that doesn't work either. I have not refused to send anything, in fact, they can ask me for anything, be it my card or whatever, as long as such a thing exists I will send it immediately.

I don't know who to ask for help, as I'm new here, thank you very much for this forum, I hope they contact me, please. I will update more information as I progress, thank you.

Regards

Francisco

Hola a todos,

Mi nombre es Francisco, tengo 807 euros en mi cuenta y quisiera retirarlos. hago todas la verificaciones que me piden pero la del método de pago no pasa la prueba, ya que la targeta que utilicé es virtual, de mi banco. Me piden el extracto del pago de 200 euros que hice el dia 16/12/23, y les mando sin ningún problema, pero a los señores no les sirve porque no sale mi nombre, (que culpa tengo yo que en los extractos del banco santander no salga el nombre?) así que les mandé con pdf la captura donde se ve la lista de todos mis movimientos incluidos el pago en su web, donde aquí si que aparece mi nombre, apellidos, números de la targeta... pero parece que tampoco sirve, así que pedí al banco un certificado de titularidad de la targeta, donde aparece todos mis datos y los de la targeta, pero tampoco les ha servido, no me he negado a enviar nada, es más, pueden pedirme lo que quieran, sea de mi targeta o de lo que sea, siempre que exista tal cosa que lo mandaré de inmediato.

No se a quien pedir ayuda, ya que soy nuevo aquí, muchas gracias por este foro, espero que me contacten por favor, voy a actualizar más información conforme avance, gracias.

Saludos

Francisco

Dear travonig25,

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 can complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Could you please explain whether the casino explained why the documents you submitted were not accepted? Did they explain what they require and what format of the documents is required?
• Could you please send me your communication with the casino regarding the issue to my email at tomas@casino.guru?

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

Best regards,

Tomas

Hello Tomas,

Thank you very much for having listened to me and attended to my case, I was finally able to download the history of all my transactions and the payment to 31bet, name, surname and card information also appeared there and they completely verified my account, so I now have the case resolved, when I start charging I will inform you that everything is fine, thank you very much for your help.

Greetings

Francisco

Hola Tomás,

Muchísimas gracias por haberme escuchado y atendido mi caso, finalmente pude descargar el historial de todas mis transacciones y allí también aparecía el pago a 31bet, nombre, apellidos y datos de la tarjeta y me verificaron totalmente mi cuenta, con lo que ya tengo el caso resuelto, cuando ponga a cobrar os informaré que todo esté bien, muchas gracias por vuestra ayuda.

Saludos

Francisco

Dear travonig25, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear travonig25,

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.

Hello,

Yesterday I made another verification of a recording with a piece of paper and ID in my hand saying 4 sentences, then I started charging, I will keep you informed, thank you

Greetings

Francisco

Hola,

Ayer hice otra verificación de una grabación con un papel y dni en la mano diciendo 4 frases, luego puse a cobrar, os mantengo informados, gracias

Saludos

Francisco

Hello, 31bet has already paid me, once they verified me I started to collect and they paid me very quickly, they seem like a serious and reliable company, thank you

Hola, 31bet ya me ha pagado, una vez me verificó puse a cobrar y me pago muy rápido, parecen una empresa seria y fiable, gracias

31bet already paid me, I did an extra video selfie verification and it paid me, thanks

31bet ya me pagó, realicé una verificación adicional de videoselfie y me pagó, gracias

Dear travonig25,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru