N1 Bet Casino - Player's withdrawal is delayed and missing.

I successfully received previous withdrawals from N1Bet using the same payment method without any issues. However, one withdrawal of 1,000 EUR is still missing.

The casino marked the withdrawal as completed and provided me with a payment confirmation PDF from their payment provider. They instructed me to contact my bank to locate the payment.

I contacted my bank (Sparkasse) and provided them with the payment confirmation document. My bank reviewed the document and confirmed in writing that no incoming payment related to this transfer has arrived in their system. They also explained that they are unable to trace or investigate payments that never reached their system.

Despite this, the casino continues to insist that I should ask my bank why the payment was "not accepted," instead of initiating an investigation with their own payment provider.

Since the transaction was initiated by the casino’s payment provider, I believe the sender side should now start a formal payment trace/investigation.

I am attaching:

screenshots of my conversation with my bank advisor,

screenshots of my communication with the bank,

and screenshots/payment confirmation documents from the casino.

I kindly request assistance in resolving this issue.

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Hello,

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.

• Which payment method did you choose to withdraw your winnings?
• Could you please confirm that you have passed the KYC verification?
• Have you entered all the data correctly when requesting the withdrawal?
• Have you accumulated 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,

Attila