The player from Austria successfully completed the verification process, but faces delays with her payout. She is asked to provide a bank statement, which has been stuck in the queue for days, and her attempts to contact the VIP manager have not resolved the issue.
N1 Bet Casino - Player's withdrawal is delayed due to document processing.
Opened
Current status
Waiting for player to reply
6d 21h 22m 15s
N1 Bet Casino
Safety Index 8.7 HighCase summary
Discussion
Public
Public
3 days ago
Translation
Hello.
I won a lot with a small investment (€1800).
The complete verification process was no problem, except for the payout.
I was asked to provide a bank statement showing the bank transfer with my name and IBAN (also showing the deposits), but unfortunately my document has been stuck in the queue for days.
Multiple attempts to contact the VIP manager also failed, and I keep being put off, or told that the department is working on it.
Automatic translation:
Public
Public
2 hours 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.
Public
Public
2 hours ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Could you specify how long your document has been pending for approval? Have you provided the document in the correct format?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Attila
