N1 Bet Casino - Player’s withdrawals are delayed.

Hi My Dear,

I opened my N1 Bet account in July after seeing a streamer playing on the platform, and I initially played and lost money. Approximately two weeks later, at the beginning of August, I deposited $25 USD of my own money and played Pragmatic Play casino games. I managed to increase my balance to approximately $2,000 USD, and then continued playing blackjack, eventually bringing my balance to $11,131 USD. When I attempted to make a withdrawal, I discovered that my account had not yet been verified. When I started the verification process, I noticed that my date of birth and country were already entered in my account, even though I did not enter those details myself. I immediately contacted customer support and provided all of the documents they requested for verification. After approximately 12 days of waiting, my account was finally verified. I then submitted four cryptocurrency withdrawal requests totaling $11,131 USD. The withdrawals have now been pending for approximately four days, despite the website indicating that cryptocurrency withdrawals are processed instantly. The withdrawals remain marked as "RESERVED", and customer support has repeatedly told me that they are waiting to be reviewed and processed manually by the finance department. At one point, I was specifically told that the withdrawals should be processed within 72 hours, but that timeframe has now passed without the funds being released or any clear explanation being provided. I have documented evidence supporting everything I have described, including screenshots of my account, withdrawal requests, and my conversations with customer support. I have also verified my account and can provide all relevant documentation. Importantly, the funds I used to play were my own deposited funds and not bonus funds. I am now seeking assistance because I have completed the verification process, complied with the requests made by the casino, and have still not received my withdrawals or a satisfactory explanation for the continued delay.

Regards,

A

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Hello,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

Hello Veronika,

Thank you for your response. I understand the 14-day guideline, but there has been a major development since I submitted my complaint.

The issue is no longer simply that my withdrawals are delayed. The casino has now removed all of my withdrawal requests from my account, reverted my account status to "Not Verified," cleared my betting/game history, and suspended my account. They have also removed my winnings/balance.

This is particularly concerning because my account had previously been successfully verified by the casino after I submitted all the requested documents.

I have screenshots and evidence showing the previous verification, my withdrawal requests, my game history, and my conversations with the casino’s support team. I can provide all of this evidence.

Could you please review this development and let me know whether you can intervene in this case?

Best regards,

Alaeddine

Thank you for the update. I'm sorry to hear that your winnings have been confiscated by the casino.

Please forward me all the evidence you mentioned in your previous response, including the documents related to your previous verification, your withdrawal requests, your gaming history, and your communication with the casino's customer support that may be relevant to the investigation of your case. Please send everything to veronika.f@casino.guru.

Hi Veronika,

Can you check your email i have sent everything.

Regards

Thank you for your screenshots.

Could you please specify if you filled out your casino profile with true and complete personal information, including your country of residence and date of birth?

Hello Veronika,

Yes, I filled out my profile using my true and complete personal information. I have organized everything and I will send you by email a screenshot showing that my account was registered under my real first and last name and that the necessary personal information was provided.

I also contacted N1 Bet support both by email and through their live chat regarding the verification issue. After providing all the documents they requested, they explicitly confirmed to me that I had successfully passed their Sumsub verification and that everything was fine with my account.

I have screenshots and copies of these conversations as evidence, including their confirmation that my verification was successfully completed. I will include all of this in the email so you can review the full timeline and evidence.

Thank you again for taking the time to look into my case. I really appreciate your help.

• Which country of residence was listed in your casino account, and what is your actual country of residence?
• Did you use a VPN, proxy, or any other IP- or location-masking service when registering or playing at the casino? If so, please specify which country or location you appeared to be connecting from while using the service.
• What date of birth did you provide in your casino account, and what is your actual date of birth?

Thank you for your explanation. I understand that you passed verification through Sumsub. However, the casino’s confirmation of that check does not establish that it approved and corrected the country of residence and date of birth in your casino account.

You mentioned that N1 Bet acknowledged the incorrect details and changed them to your actual information. Could you please forward me the complete email or chat conversation in which the casino confirmed that both details had been corrected? If this was discussed by email, please send the original message in .eml or .msg format.

I need this evidence to assess the discrepancy between the original account details and your verified identity.

Hi Veronika, I’ve sent you an email with all the relevant evidence and screenshots. Please check your email when you have a chance, as it contains the correspondence with N1 Bet regarding my verification and withdrawal. Thank you.

Dear ala-sai,

Thank you for the emails and screenshots. After reviewing the available evidence, I regret to inform you that I cannot pursue your complaint further.

Players are responsible for ensuring that the personal information in their casino accounts is accurate and matches their verification documents. Although the correspondence confirms that you passed Sumsub verification, it does not establish that the casino corrected or explicitly approved changes to your country of residence and date of birth.

I specifically requested the communication confirming those corrections, but this evidence has not been provided. Consequently, I cannot substantiate your claim that the casino approved your correct details and subsequently reverted them.

For these reasons, your complaint will now be closed as rejected. If you later obtain the original correspondence confirming that the casino corrected or approved both details, you are welcome to request that your complaint be reopened.

I’m sorry I could not be of more help on this occasion. Thank you for your understanding.

Best regards

Veronika