The player from Germany had registered at N1bet and won €2,900 after making three deposits. However, the casino requested a photo of a non-existent physical credit card linked to a virtual Klarna VISA card, which led to withdrawal difficulties. The player had provided various documents, but the casino rejected them, stating the need for a physical card that did not exist. The Complaints Team had attempted to assist but ultimately had to reject the complaint after the player was informed that only €500 of his winnings could be withdrawn due to bonus terms and conditions.
N1 Bet Casino - Player's withdrawal is delayed due to account verification.
Closed
Our verdict
Unjustified complaint
Amount: €2,900
N1 Bet Casino
Safety Index:HighCase summary
Discussion
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6 months ago
Dear player,
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.
- When did the casino request verification?
- Could you please advise if your other documents for KYC were accepted/approved, and if proof of payment method is the only obstacle?
- When did you provide a bank statement and photos of your virtual card?
- Did the casino specify a reason for rejecting the documents?
- Have you asked your bank if they could provide you with a confirmation letter for the card ownership?
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,
Natalia
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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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6 months ago
Translation
Hello Natalia,
First of all, thank you very much for the quick reply! I agree that verification is very important. Everything was accepted except for the deposit receipt. I had deposited using a virtual Klarna card. Klarna offers a single transaction receipt and a complete account statement. Klarna does not issue an account holder confirmation. All of the documents listed above were rejected. I displayed my virtual Klarna card on my phone and took a photo. This was also not accepted. They want me to send a "physical" photo of my virtual Klarna card, which is impossible because there is no physical card. I have made three deposits and have been trying to withdraw the winnings from the third withdrawal for 10 days now. They have even threatened to close my account if I don't submit the information. I'm truly at a loss! Best regards, Matthias
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6 months ago
TranslationThe casino repeatedly asked for a photo of my Klarna card and didn't respond to my attempts to explain. Ten days ago, they asked for proof for the first time. Klarna doesn't issue any proof containing the required information. Klarna told me this directly. The casino didn't give a reason for the rejection. They just kept repeating what I should send, which I find impossible.
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6 months ago
Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.
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6 months ago
Thank you very much for your cooperation. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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6 months ago
Dear Venommk80,
My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite N1 Bet Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino representative, could you please provide more information about this case and perhaps give the player some alternative which might be sufficient enough for accepting the deposits confirmation?
Thank you in advance for providing the information.
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6 months ago
TranslationHello Martina, first of all, thank you very much for your help. I was able to generate a bank statement with the card number via Klarne. It's a bunch of XXX and the last four digits. I submitted it this morning for verification and also tried to withdraw my winnings. So far, I haven't received any feedback that the document hasn't been accepted, and the winnings haven't been credited back to my account. Maybe there will be some good news soon! I'll let you know as soon as I hear anything. Have a nice evening.
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6 months ago
TranslationSo there's an update. I can't even say if I've been activated yet, but I was told a few minutes ago that I can't have my current 4200 euros because of bonus terms and conditions that state a maximum payout of 500. I won around 2000 euros with a 50 euro ticket I bought for my casino points, and I won the rest beforehand with a 50 euro deposit with a 100% bonus. They deleted everything and left only 500 euros. Never ever again online casino. Only go to a casino if you want to gamble. Really sad, I know from past experience that there are bonus terms and conditions like that! But at least in this case it was deducted straight away after the bonus terms and conditions were met, and they didn't leave it pending for 2 weeks while they asked for impossible documents to buy time so that I might lose my pseudo-winnings before the payout. But I didn't do that, so they're resorting to other means. Oh well, let them have their money ^@^%€#. Thank you very much for your help and all the best!
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6 months ago
Dear Venommk80,
I’m truly sorry to hear about your experience and that it hasn’t been a positive one with this casino.
Based on the information you kindly shared with me, I will unfortunately need to reject this complaint. I’m sorry we couldn’t be of more assistance on this occasion. Please don’t hesitate to reach out to us again in the future if you encounter issues with this or any other casino—we are always here to help.
