N1 Bet Casino - Player’s account has been closed.

I deposited €1,000 at N1Casino with a 100% deposit bonus. After completing the wagering requirements, I had approximately €4,800 in my account.

I verified my account by providing my ID, proof of address, and proof of transaction. The withdrawal was cancelled, and I was asked to provide an additional verification: a selfie holding my ID while showing the elbow holding the ID.

After completing this, support confirmed that my verification was done and told me to withdraw again. However, the withdrawal was cancelled a second time, and I was asked to provide a bank statement for the period 31.07–07.08 and to complete verification via the Hooyu service.

I passed the Hooyu verification and sent the requested bank statement. When I asked support about the bank statement verification, they told me to wait for a couple of hours. Four hours later, they said my account verification was still in progress.

This morning, when I tried to log in, I received a message that my account was disabled. I have received no email explaining the reason.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

When was the last time you successfully logged into your casino account?

What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

Could you kindly send me a link or a screenshot of the bonus you activated and played with?

Could you please forward me the bank statement you sent to the casino for verification? My email address is veronika.f@casino.guru.

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

Best regards

Veronika

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Hello,

Sorry for late response, N1casino sent me email on Sunday that my account has been closed but they will refund the remaining balance. That's why I didn't hurry with the response but they still haven't send me the money and are claiming they're filled with requests which results the refund taking longer...

I played slots only (money cart with 2 euro bet size)

Bonus I played with: https://gyazo.com/c05646f29662870b018f9744bf772215

I sent the bank statement

Could you please forward me the email communication between you and the casino customer support regarding the closure of your account and the payout of your remaining balance? My email address is veronika.f@casino.guru. Thank you for your cooperation.

I have forwarded the emails.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Iida,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a N1 Bet Casino representative to join this conversation and participate in resolving this complaint.

Dear N1 Bet Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Got the money, ty for help! 🙂

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Iida,

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,

Stefan