The player from Germany faced difficulties withdrawing his winnings despite having a verified account and previous successful withdrawals. His requests were stalled as the casino asked for multiple forms of verification, which he submitted, yet his latest payout request continued to be rejected. The issue was resolved after the player confirmed a successful withdrawal, and the complaint was marked as resolved by the Complaints Team. The resolution was acknowledged, and the player was encouraged to reach out again if future issues arose.
N1 Bet Casino - Player's withdrawal is being delayed.
Resolved
Our verdict
Case closed
Amount: €1,200
N1 Bet Casino
Safety Index 8.7 HighCase summary
Discussion
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1 month ago
Translation
Even though my account is already verified and I've made several withdrawals before, the casino is stalling. My withdrawals are being rejected and my uploads are either not accepted or not being processed.
Here is the message from the supervisor:
Please upload a photo of the bank card used for the deposit with Apple Pay, as well as two screenshots from the Apple Wallet app: 1) a screenshot showing the last four digits of the card and the deposit amount, 2) a screenshot showing the deposit amount, time, and date in a single image (the merchant may also be visible), 3) a photo of the front of your bank card used for the deposit, showing the cardholder's name, expiration date, and the first 6 and last 4 digits.
Let me know if I can be of further assistance!
Then came this message:
Hi! I see you've uploaded the data to your account, but you haven't requested the payout again yet. Please do that and let me know if anything goes wrong so I can guide you further. As far as I can see, everything should be working fine now!
Nevertheless, the payment was rejected.
Automatic translation:
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1 month 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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1 month ago
Dear Murrryy,
Thank you very much for submitting your complaint. I’m sorry to hear about the problem you are experiencing.
To clarify your issue, could you please provide the following information:
- Which other verification documents have you already provided, and when?
- Did you receive any error messages while attempting to upload the required documents?
- What specific reason was given for the rejection of your withdrawals?
- Have you made any updates or changes to your payment method after the initial verification?
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,
Petra
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1 month ago
TranslationHello Petra,
I've uploaded these documents before and received a payment. The procedure was the same. It always takes a very long time for them to be accepted, and usually the documents are rejected for various reasons.
I recently received an email asking me to upload a bank statement, which I did. Surprisingly, it's not being accepted because it's a screenshot; screenshots were always accepted in the past. So I uploaded it as a PDF, as requested by the casino. Now it will probably take a few more days to process.
Back to your question. The documents were uploaded as requested in the last few days; some were not accepted, and some have not yet been reviewed. The upload was successful.
I always play with the same bank account and the same card linked to my Apple Pay wallet. The only thing that's changed is that I now have a premium account with the bank and therefore received a metal card. The account and everything else is the same.
Automatic translation:
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1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Murrryy,
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,
Petra
