The player from Austria faced repeated refusal of her €920 withdrawal due to the casino's requirement for a front-facing photo of a non-existent virtual VISA card used for the deposit via Klarna. Despite providing all available evidence, the casino insisted on proof that could not be provided and did not offer alternative methods for verification. The complaint was marked as resolved after the player confirmed the issue had been addressed, though specific details of the resolution were not provided. We acknowledged the resolution and closed the case accordingly.
N1 Bet Casino - Player's withdrawal is delayed due to verification issue.
Resolved
Our verdict
Case closed
Amount: €920
N1 Bet Casino
Safety Index:HighCase summary
Discussion
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1 month ago
Translation
I am filing this complaint regarding my withdrawal of 920 EUR, which has been repeatedly refused by the casino.
The casino requires a front-facing photo of the card used for the deposit, showing my name and the first 6 and last 4 digits. However, this requirement is not feasible in my case.
The deposit was made via Klarna using a one-time generated virtual VISA card. Such a card does not exist physically, therefore it is impossible to provide a photo of the card.
I have explained this to the casino several times and have already submitted all available evidence, including a Klarna payment confirmation with the relevant transaction details.
Despite this, the casino continues to refuse my withdrawal and insists on proof that cannot exist. Furthermore, I was not offered any alternative verification method.
I am always ready to cooperate with the verification process and provide all realistically available documents. However, it is not possible for me to submit something that does not technically exist.
I therefore request your assistance in resolving this problem and in releasing my payment.
Thank you in advance.
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
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 please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and 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
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1 month ago
TranslationHello Attila,
Thank you for your reply.
I have submitted all required documents multiple times:
My account has already been fully verified.
I have sent the payment confirmation from Klarna (PDF bank statement) several times and also uploaded it directly to my casino account.
I would also like to emphasize that I have played at this casino before and have successfully received payouts without any problems.
However, for this last deposit, I used a one-time generated virtual VISA card from Klarna. When I tried to request a withdrawal, the casino started asking for a photo of this card.
I have explained several times that this is a virtual one-time-use card that does not physically exist, and therefore I cannot provide a photo of it. Instead, I submitted the official Klarna PDF proof of purchase.
Additionally, I requested a payout via bank transfer several times, but each time the amount was immediately credited back to my player account.
I last uploaded the latest document (Klarna PDF) on March 17, 2026.
In my opinion, I have fulfilled all the requirements, yet my payment is still not being processed.
Thank you for your support.
Best regards
[Redacted]
Edited by a Casino Guru admin
Automatic translation:
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1 month ago
Dear Player, thank you for your response and for clarifying the situation. Could you please forward the proof of purchase to my email? You can reach me at attila.g@casino.guru.
Thank you in advance for your cooperation.
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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 Dzeni,
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,
Attila
