The player from Germany had requested a withdrawal of €800 from N1bet Casino after meeting the bonus requirements. However, she was informed that she had exceeded the bonus maximum and was only offered €500, without any explanation for the rejection. She was also unsure how to submit a required photo of her Mastercard. The complaint was marked as resolved after the player confirmed the issue had been addressed. We acknowledged her cooperation and closed the case in our system.
N1 Bet Casino - Player faces withdrawal issues and restrictions.
Resolved
Our verdict
Case closed
Amount: €800
N1 Bet Casino
Safety Index:HighCase summary
Discussion
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3 weeks ago
Translation
Good evening.
I'm having the following problem with a withdrawal at N1bet Casino: I requested a withdrawal. I had been playing with bonuses and fully met the requirements to be eligible for a withdrawal. I then received an email stating that I had exceeded the bonus maximum and they needed to adjust my account balance. So far, so good. It was €800, which I wanted and was supposed to withdraw. Due to restrictions, they initially only offered €500. The rejection wasn't explained. I was asked to send a photo of my card (Mastercard), but I don't know where or how to send it. What can and should I do? The KYC verification went smoothly, so that's not the issue.
Automatic translation:
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Dear CozzyEllie,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
- Could you please specify how many days ago was your withdrawal requested?
- Could you please confirm whether you have submitted the documents required by the casino?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you.
Thank you in advance.
Best regards,
Attila
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3 weeks ago
TranslationHello,
Yes, the verification was successfully completed, yet the withdrawal was rejected without explanation. I tried to make the first withdrawal on Saturday evening. However, I then received an email from N1BET stating that I still needed to verify my bank cards, specifically my MasterCard. That has now been done, and since Sunday afternoon the withdrawal has been marked as reserved; so far, no rejection. Hopefully, it will now be confirmed and paid out.
Automatic translation:
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear CozzyEllie,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Attila
