The player from Germany faced a blocked withdrawal of €5,000, despite having completed account verification and receiving official confirmation from N1 Casino. He had provided all requested documentation but experienced significant delays from customer support, which withheld his funds without justification. We asked him for the full verification and withdrawal correspondence, but the complaint was then marked as resolved by him. As a result, the case was closed as resolved in our system.
N1 Bet Casino - Player’s withdrawal is delayed and account status is reverted.
Resolved
Our verdict
Case closed
Amount: €5,012
N1 Bet Casino
Safety Index 7.0 Above averageCase summary
Discussion
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3 weeks ago
Complaint Description:
I am launching a dispute regarding a blocked withdrawal of €5,000. On my personal account, the system suddenly rolled back to a "pending verification" status. However, I have official, written proof via email from N1 Casino stating that my account verification has been completed successfully and that I am welcome to play and use my account.
I have proactively provided every single piece of evidence requested, including clear photos of my debit card and all identity documents. Despite their advertisement of a "24/7 support service," the team is deliberately stalling, responding with extreme delays, and withholding my funds. There is no objective reason to hold back my money after sending me an official confirmation email.
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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 johny326,
Thank you very much for your update.
To help me better understand your case, could you please answer the following questions?
- Did you successfully withdraw funds from this casino before?
- Did you use any casino bonuses, or do you currently have any active bonus?
- Did you complete your KYC verification?
- What date did you request the withdrawal of €5,000?
Thank you very much in advance for your cooperation. I look forward to your reply.
Karla M.
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3 weeks ago
Translation
Good morning Karla,
Thank you for your prompt reply. I will gladly answer your remaining questions.
Have you ever successfully withdrawn money from this casino?
No final withdrawal has yet been processed at this casino.
Have you used any casino bonuses or do you currently have an active bonus?
Bonuses were used at the start of registration, but these do not apply to my last deposit. According to the system, I have €5012.69 in my wallet, marked as blocked by a €0 bonus.
Have you completed your KYC verification?
No. Repeated requests are being made. All required SEPA-compliant documents have already been submitted multiple times, completely and in their original form. The obligation to cooperate has been fully met.
On what date did you request the payment of €5,000?
At the request of the responsible VIP manager, I re-uploaded the previously submitted documents under the 'Verification' menu item and subsequently requested payment. Since August 22, 2026, I have been stuck in an endless loop.
For further questions I am gladly at your disposal.
Automatic translation:
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2 weeks ago
Dear johny326,
Thank you very much for your clarification.
Could you please share with me all relevant communication you have had with N1 Bet Casino regarding your verification and withdrawal?
In particular, please include any communication where the casino confirmed that your verification had been successfully completed, as well as any subsequent messages requesting additional documents or explaining why your verification status was changed.
You can attach the screenshots or correspondence directly here in the complaint thread or send them to my email at karla.m@casino.guru.
Thank you very much in advance for your cooperation.
Karla M.
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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 johny326,
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,
Karla
