The player from Germany faced over 10 days of issues attempting to withdraw funds, despite having verified his account and provided all necessary documents. His withdrawals were continuously rejected due to the method he used for deposit via Apple Pay, which his bank could not handle. After the player informed the casino's support team about his contact with the Complaints Team, the previously rejected documents were accepted, and his balance was paid out. The issue was resolved.
N1 Bet Casino - Player faces delays in withdrawal process.
Resolved
Our verdict
Case closed
Amount: €3,000
N1 Bet Casino
Safety Index:HighCase summary
Discussion
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8 months ago
Translation
I've been trying to withdraw the money for over 10 days now. It keeps getting deposited, even though I've verified my account and all my documents. It keeps getting rejected.
A method is required that my bank cannot handle because I once deposited with Apple Pay. My bank N26 provided me with documents that clearly confirm that it came from my account, but this is not accepted.
It's very annoying, depositing is really easy but when it comes to withdrawing you only have problems
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8 months ago
Dear Murrryy,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Is there any alternative withdrawal method you could use instead?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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8 months ago
Translation
Hello Kristina,
My account with this provider is already older. I have had winnings paid out several times in the past. It was a struggle every time, but I was never able to submit the necessary documents. Now I have deposited money via Apple Pay, and they want proof of this. The problem is that Apple Pay is linked to my MasterCard, and my bank only shows Mastercard in the statements and not Apple Pay. I have already spoken to the bank and even received a transfer confirmation, but the casino does not accept this. There is nothing more I can do. I have not received any answers from the support team since then.
- I have tried all alternative withdrawal methods, all are rejected due to this problem
- The winnings were earned without bonus or free spins
Thank you very much for your efforts, I think it's great that there is support as it is really difficult to contact the providers and exert pressure if necessary.
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8 months ago
Thank you very much for your reply, Murrryy. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.
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8 months ago
Translation
Hello Casino Guru Team,
After I informed support that I was in contact with Casino Guru, the documents that had previously been rejected were accepted and my balance was paid out.
thank you very much for your support.
It's great that there is a forum like yours!
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8 months ago
Dear Murrryy,
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,
Kristina
Casino.Guru
