The player from Germany had submitted a withdrawal request less than two weeks prior to contacting us. Winnings had not been obtained up to that day. The player faced a dispute with the casino over withdrawal methods, as the casino refused to process Bitcoin withdrawals despite the player having deposited via Bitcoin and verified the crypto wallet. The casino insisted withdrawals be made via fiat currency, citing game logs and AML compliance, while the player argued that the balance was mixed and requested at least partial Bitcoin payouts to comply with AML regulations and avoid banking issues. After extensive communication and submission of verification documents, the casino confirmed the player’s account was verified and funds were available for withdrawal via fiat only. The player reported that his bank refused future transfers from the casino due to licensing issues but could not provide formal evidence. We closed the complaint as reject, recommending the player withdraw via fiat, while noting the lack of sufficient evidence to pursue alternative solutions.
N1 Bet Casino - Withdrawal of player's winnings has been delayed.
Insufficient evidence from player
Amount: €142,000
N1 Bet Casino
Safety Index 7.0 Above averageCase summary
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Dear louishagenow.1,
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 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 by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Translation
The casino has just rejected my renewed withdrawal request of €3,000 via Bitcoin again, without giving a reason. Therefore, my remaining €139,000 are logically still blocked. The VIP manager is now asking me to request a bank transfer instead.
I would like to explicitly point this out:
My deposit was made via Bitcoin (verified by the Stable Tech List).
According to AML (Anti-Money Laundering) rules, withdrawals must be made using the same method as the deposit (closed loop).
A bank transfer would artificially delay the payout by several days, which I do not accept after the long wait.
My identity was finally verified with the first payout on March 16th (€2,500).
The casino is clearly trying to stall and force me to change my withdrawal method, even though a Bitcoin transaction would be technically possible immediately. I have now requested the withdrawal again via Bitcoin and am requesting urgent assistance from the moderator, as the casino refuses to follow the verified procedure.
1. The casino's refusal to process my withdrawal and requesting me to switch to a bank transfer. 2. The stable tech list proving I deposited via Bitcoin. Therefore, the casino is refusing the correct withdrawal method (closed loop).
TranslationThe casino has again rejected my recently requested Bitcoin withdrawal (€3,000) within a very short time.
Despite my message to the VIP manager, who hasn't responded at all, and my reference to the AML rules (deposit was Bitcoin = withdrawal must be Bitcoin), the casino is refusing the legitimate withdrawal method. My wallet is verified as a withdrawal method through the accepted deposit. Furthermore, I have repeatedly proven that the wallet belongs to me via screenshots of my Exodus credit card and the transaction history from my wallet to the casino. I can send this documentation again and again.
Here is the evidence:
The screenshot of the Stable Tech list (proof of BTC deposit).
The evidence of the renewed rejection of just
The casino is deliberately blocking my funds and trying to force me to make a bank transfer. I ask the moderator to officially open the case immediately and contact the casino management.
TranslationUpdate on the case:
"The casino continues to refuse crypto payouts and forcibly refers customers to bank transfers."
I have already objected to the casino.
It's incomprehensible how a casino can accept crypto deposits without any problems, but then claim that this method isn't available for withdrawals. As the attached transaction list from Stable Tech NV shows, my last deposit was via Bitcoin. I also played actively with these funds for an extended period.
In accordance with AML (Closed Loop) guidelines, I request payment via the same method. I am uploading a screenshot of the casino's last email, which documents this unjustified block, and request the moderator to officially intervene.
TranslationAn update from me to make the evidence clearer from the beginning, even if it takes a while for the case to be processed. I simply want to contribute to ensuring that nothing is done incorrectly on my end.
Thank you very much for your support. To ensure complete transparency for both you and the casino, I would like to clarify the following points from my transaction history with Stable Tech NV, taking into account current AML guidelines:
Conclusion of the closed-loop process (Visa): My initial Visa deposit has been fully settled by the previously processed payout of €2,500. Since a direct refund to the card balance is technically impossible, the payout was made to my checking account, which is the linked reference account for my Visa card. This payment cycle is therefore complete and balanced according to the closed-loop principles.
Organic growth from existing balances: The balance remaining after this payout consisted 100% of legitimately earned winnings. I continued playing exclusively with this already verified capital. My balance grew steadily and gradually as a result, since I financed my bets organically from ongoing winnings. There was no inflow of external capital to generate these winnings. All of this can also be found in the Stable Tech NV list. I repeat it again and again.
Updating the payout method in accordance with AML standards: A Bitcoin deposit was made much later to technically validate this method for future payouts. Since the balance had already grown significantly due to previous gaming sessions, the Bitcoin amount was simply added to this balance.
The crucial point here is that, according to current AML regulations, the casino is obligated to process withdrawals using the same method as the last deposit. The amount of the existing balance from previous winnings is irrelevant from a regulatory perspective. Since the €2,500 Visa withdrawal has already been completed and is therefore no longer related to the current balance, Bitcoin is now the only legitimate and mandatory method for the return of funds.
I urge you to raise this issue with the casino, as refusing to process the Bitcoin payout would violate their own compliance rules.
PS: If there were legal issues, the casino would never be allowed to link Bitcoin payments to the current balance. However, since this deposit was accepted, a withdrawal in Bitcoin is now possible.
I repeat and reiterate that the initial deposit has already been settled with the €2500 payout that has already been processed and is in my account. This process is complete.
I used everything from the Stable Tech NV lists that I originally received via email from N1 Bett by Stable Tech.
Attached is proof that the private Exodus Wallet belongs to me.
TranslationUpdate regarding my complaint:
I just received a message from the casino manager demanding that I withdraw the remaining amount again via bank transfer, stating that the balance originally came from a fiat deposit. I dispute this for the following reasons:
AML guidelines already met: My initial deposit of €190 (via Visa) has already been more than covered by a successful withdrawal of €2,500 to my current account. This fully completes and fulfills the regulatory obligation to return funds to the original source ("closed loop").
Current balance status: The remaining amount in my account consists purely of winnings, which I used to continue playing after the first payout.
Verified Bitcoin Method: I have since verified my account for this method by making a Bitcoin deposit. This deposit was accepted by Stable Tech NV. Therefore, Bitcoin is a fully verified and active withdrawal method in my profile. It should also be noted that I continued playing for a considerable time after this Bitcoin deposit and generated further winnings.
A percentage-based separation of profits is technically and logically impossible, as the balance after the Bitcoin deposit is mixed into the current balance at that moment.
(Mixed Balance) was created. The Bitcoin deposit was directly added to my total casino balance and used as the total for further bets. Since the Bitcoin method is now the most up-to-date verified method due to my deposit and subsequent gaming activity, and the fiat source has already been balanced, a full payout via Bitcoin is the only correct way.
Choice of withdrawal method: Since the first deposit source is already "saturated" (withdrawal > deposit) and I have added a new, verified method, there is no regulatory reason to refuse me withdrawal via Bitcoin.
I ask Casino Guru to take this point into account in their assessment of the case and to request that the casino process my Bitcoin withdrawal now.
TranslationSupplementary update to my argument:
I would like to add another crucial point that exposes the casino's demand for purely fiat payouts as illogical and regulatory risky:
Discrepancy regarding the deposit: If the casino considers my account a purely "fiat account," a Bitcoin deposit should never have been accepted. By accepting Bitcoin, the casino actively allowed the creation of mixed funds.
Impossibility of separation: Since I continued playing and making profits after the Bitcoin deposit, it is technically impossible to define which euro of the balance came from which source. Every bet was settled from the combined total balance.
Risk of concealing the origin of funds: If I were to withdraw the entire balance (including the Bitcoin holdings and any profits derived from them) to my bank account, as demanded by the manager, the casino would be introducing crypto assets into the traditional banking system as fiat money. This could cause significant problems for my bank, as the true origin of the funds (Bitcoin) would be obscured.
Conclusion: Since the original fiat deposit (€190) has already been fully completed from a regulatory perspective by the withdrawal of €2,500, the withdrawal via Bitcoin is the only clean way to correctly reflect the current status of my account and the AML guidelines.
A precedent for the future: If the casino's logic were followed, a player who has once deposited fiat currency would have to insist on bank transfers indefinitely, even if they deposit only crypto for months and thus multiply their balance. This contradicts all standard industry practice.
Status "Pure Profit": Since my initial deposit (Visa) has been legally "cleared" by the already completed payout of €2,500, the current balance is considered free profit. This profit is now inextricably linked to the last verified method (Bitcoin).
I urge the casino to abandon this unrealistic block and process payouts via the currently verified Bitcoin wallet.
A precedent for the future, for example: If one were to follow the casino's logic, a player who has once deposited fiat currency would have to insist on bank transfers indefinitely, even if they deposit only crypto for months and thus multiply their balance. This contradicts all standard industry practice.
Status "Pure Profit": Since my initial deposit (Visa) has been legally "cleared" by the already completed payout of €2,500, the current balance is considered free profit. This profit is now inextricably linked to the last verified method (Bitcoin).
I urge the casino to abandon this unrealistic block and process payouts via the currently verified Bitcoin wallet.
In summary: By accepting my Bitcoin deposit into an existing balance, the casino has effectively suspended the strict separation between fiat and crypto. Since the original fiat source (Visa) has already been fully satisfied from a regulatory standpoint through the €2,500 withdrawal (far exceeding the deposit amount), there is no longer any legal basis to refuse a withdrawal to my verified crypto wallet.
Furthermore, it is obvious why the system accepted my Bitcoin deposit without any problems: Since I had already withdrawn €2,500 (many times my original Visa deposit) using the same method, the system correctly classified my account as 'regulatory balanced'. From that point on, the balance consisted of pure profit, for which the strict link to the Visa card no longer applied. It is therefore a logical contradiction for management to now manually enforce a rule that its own automated system has already correctly lifted.
TranslationUpdate for Casino Guru:
"I would like to further inform the mediator about the casino's current, completely unacceptable blocking stance."
The casino manager continues to refuse payouts via Bitcoin, claiming outright that the winnings originated from a fiat deposit. In doing so, the casino is deliberately ignoring the mathematical facts of my account history.
Full compliance with the AML obligation for fiat currency: My initial fiat deposit was only €190. I have already received a payout of €2,500 to my current account. This means the repatriation obligation for the fiat source is over 1,300% fulfilled. This source is now 'closed' for regulatory purposes.
Active Bitcoin source & mixed balance: I subsequently deposited Bitcoin and played with this balance. My current balance is therefore a mixed balance. Since the fiat deposit has already been massively overcompensated, Bitcoin is now the only logical and verified method for further withdrawals.
Casino threat: The casino is practically forcing me to withdraw my Bitcoin balance to a fiat bank account. This would put me in a very difficult position when it comes to explaining the source of funds (SOW) to my bank. I accuse the casino of using AML regulations as a pretext to prevent a legitimate crypto withdrawal and to disregard the transaction history of Stable Tech NV.
I ask the mediator to stop this arbitrary imposition of an unsuitable payout method. All regulatory conditions for Bitcoin payout have been met through my verified deposit and the settlement of the fiat source.
TranslationAddendum for Casino Guru:
"Another key point that exposes the casino's argument:
After my Bitcoin deposit, this balance was inextricably mixed with the existing balance. I continued playing afterward. It is mathematically and regulatory impossible to differentiate which profit share came from which source.
The casino's claim that I must pay out to the bank is contradictory and dangerous:
If the casino claims that crypto assets are now part of my total balance, a payout to my bank account would be a violation of AML principles, as crypto funds may never be paid directly into a fiat bank account (intermingling of funds).
The casino cannot, on the one hand, accept and mix Bitcoin deposits as playing credit, but on the other hand, say that this source no longer exists when it comes to withdrawals.
Either my account is now a 'crypto-verified' account (which makes a Bitcoin withdrawal mandatory), or the casino admits that it isn't properly segregating funds. Since the Apple Pay source has already been massively overcompensated with €2,500, refusing the Bitcoin withdrawal is purely arbitrary and a way to complicate the transaction.
I ask Casino Guru to take this logical inconsistency of the operator into account in the review."
Dear louishagenow.1,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
Translation
Subject: Update on complaint – payment still refused
Dear Casino Guru Team,
Thank you for your inquiry. No, the money has not yet been paid out.
After three unsuccessful attempts, I stopped submitting further withdrawal requests, as the casino systematically rejects them. The casino is trying to force me to withdraw via bank transfer/Visa, which I refuse for the following reasons:
Deposits balanced: My initial Visa deposits (totaling €190) have already been fully offset by the €2500 withdrawal. Close loop fulfilled.
Balance history & Bitcoin: The current profits come partly from a remaining balance that I gradually increased after the first payout, and partly from my last deposit, which I made via Bitcoin.
AML compliance: Since the last active deposit method was Bitcoin and the Visa amounts are already covered, the payout must be made to my crypto wallet in accordance with anti-money laundering (AML) regulations.
The casino persistently refuses the crypto withdrawal and wants to force me to use a method that doesn't match my current and most recent deposit method. After withdrawing €2500, the remainder of my casino balance was pure winnings.
I now politely request that you officially review the case and assign a moderator to resolve this blockage.
Thank you for your support.
Take a look at the Stable Tech NV document I received from the casino; it's all in black and white.
I already included all the evidence in my previous updates. I'd be happy to send everything again via email.
Dear louishagenow.1, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
- Did you play casino games or bet on sports?
- Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.
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.
Karla
TranslationYes, I have received a payout before. Deposits balanced: My original Visa deposits (a total of €190) have already been fully offset by the previous payout of €2500. Close loop fulfilled. See Stable Tech NV list.
Karla from the casino repeatedly told me (via support chat/manager) that the documents I uploaded were all correct and that I could supposedly withdraw my winnings. However, the orange clock icon is still displayed next to the uploaded documents under the verification section in the casino. This is a huge mystery to me. The casino manager also wrote in an email that he would prioritize my withdrawal if I made it in fiat currency. This should mean that the process is complete. However, the casino still hasn't confirmed anything. Please check out the updates I've posted here on Casino Guru over the past few weeks.
I did not achieve my winnings with bonuses.
I played exclusively casino games.
After three unsuccessful attempts, I stopped submitting further withdrawal requests, as the casino systematically rejects them. The casino is trying to force me to withdraw via bank transfer/Visa, which I refuse for the following reasons:
Deposits balanced: My initial Visa deposits (totaling €190) have already been fully offset by the previous withdrawal of €2500. Close loop fulfilled.
Balance history & Bitcoin: The current profits come partly from a remaining balance that I increased after the first payout, and partly from my last deposit, which I made via Bitcoin.
AML compliance: Since the last active deposit method was Bitcoin and the Visa amounts are already covered, the payout must be made to my crypto wallet in accordance with anti-money laundering (AML) regulations.
The casino is refusing the crypto withdrawal and wants to force me to use a method that doesn't match my current and most recent deposit method. After withdrawing €2500, the remainder of my casino balance was pure winnings.
I now politely request that you officially review the case and assign a moderator to resolve this blockage.
Thank you for your support.
Take a look at the Stable Tech NV document I received from the casino; it's all in black and white.
I already included all the evidence in my previous updates. I'd be happy to send everything again via email.
Klara, I'm going to send you the evidence by email now. It might take two or three emails, as I have a lot of evidence.
I have now sent everything by email; there are 4 emails.
TranslationDear Casino Guru Team,
I would like to clarify the situation regarding my account balance and the chosen withdrawal method (Bitcoin):
Status after the fiat withdrawal: After successfully withdrawing €2,500 via bank transfer, a significant amount remained in my player account. This amount consisted entirely of winnings. I subsequently used this balance to actively continue playing and steadily increase my account balance.
Bitcoin Deposit & Mixing: At a later point, I made a deposit using Bitcoin. This deposit was accepted by the casino (Stable Tech NV) and is recorded as successful in my transaction history. After this crypto deposit, I continued playing with the total balance (consisting of the previous winnings and the new Bitcoin deposit).
Right to Bitcoin withdrawal: By continuing to play after the Bitcoin deposit, the balance has become inextricably linked ('Commingling of Funds'). Furthermore, I have legitimized the Bitcoin withdrawal method through the deposit and verification of my Exodus wallet (screenshots are available).
Since the original fiat money cycle was completed with the €2,500 withdrawal, and the current balance was significantly influenced by the crypto deposit and subsequent wagers, there is no reason to force me to accept a fiat withdrawal. Therefore, I request that you instruct the casino to release the Bitcoin withdrawal to my verified wallet.
In addition, I would like to emphasize that I have already provided the responsible employee (Klara) with all the necessary evidence. This includes:
Exodus Wallet Screenshots: These clearly prove my ownership of the wallet and the successful transaction to the casino.
Stable Tech NV transaction list: In this official list from the casino, my Bitcoin deposit is explicitly listed as 'accepted'.
These documents prove beyond doubt that my entire gaming history and the resulting winnings are legitimate. Since all my deposits have been validated by the system and I have proven the origin of the funds, there is no basis for blocking the payout. I therefore expect fair treatment in accordance with the verified facts.
Additionally, I have uploaded screenshots of the complete chat logs, documenting conversations with both the casino manager and regular support. These logs clearly show that the casino is refusing Bitcoin payouts without any valid reason and, contrary to the verified facts, is pressuring me to accept a fiat payout. These logs demonstrate the casino's attempt to unnecessarily delay the payout of my legitimate winnings, even though I have fulfilled all the requirements for a crypto transaction.
Dear louishagenow.1,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina, (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Karla Mayfly
Dear louishagenow.1,
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?
Thank you in advance for providing the information.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Hello,
Thank you for bringing this matter to our attention, and please accept our apologies for the delayed response.
We have sent our explanation and supporting details to Martina via email and will proceed based on her review.
Dear louishagenow.1,
Thank you for your patience.
The casino has provided additional evidence and a more detailed explanation regarding their statement. We have carefully reviewed all the information internally, and based on this, we must agree with the casino’s position in this matter.
At the same time, since a fiat withdrawal option is available to you, we recommend proceeding with this method to access your funds.
I hope this clarifies the situation. Please let me know once you submit the withdrawal, or if you encounter any issues.
TranslationRight to Bitcoin withdrawal: By continuing to play after the Bitcoin deposit, the balance has become inextricably linked ('Commingling of Funds'). Furthermore, I have legitimized the Bitcoin withdrawal method through the deposit and verification of my Exodus wallet (screenshots are available).
Since the original fiat money cycle was completed with the €2,500 withdrawal, and the current balance was significantly influenced by the crypto deposit and subsequent wagers, there's no reason to force me to withdraw only in fiat currency. Both methods should be available for withdrawal. How am I supposed to withdraw future Bitcoin deposits if, according to AML regulations, I'm not allowed to transfer Bitcoin funds into fiat currency in my account?
Therefore, I request that the casino accommodate me by paying out at least a partial amount in Bitcoin to my verified wallet, which I have already successfully used for deposits. This will prevent any difficulties with my bank regarding future fiat withdrawals, should I ever need to provide proof. Otherwise, my bank might claim that Bitcoin funds are involved and accuse me of money laundering. This way, I can state and later prove that the Bitcoin winnings are no longer tied up in fiat currency.
I repeat, it is a mixed balance in my casino account.
Dear louishagenow.1,
I understand your point of view. However, according to the information provided, the winnings were generated from funds originally deposited via fiat currency. For this reason, the casino insists that the withdrawal must also be processed through a fiat currency method.
Thank you for your understanding.
TranslationLet's start again. The profits come from fiat and Bitcoin deposits. There are laws everyone has to follow, and I follow them too. Money must go back to where it came from. AML. Money laundering regulations. I have to have at least some form of recourse.
Before I can withdraw fiat currency again in the future and justify this to my bank, I need to do something. I've already checked, and my bank says that the most recently deposited money must first be balanced out. I can't simply transfer Bitcoin funds to my checking account. My first fiat deposit was also transferred back in fiat using the same method – €2500, which is the winnings. So, the same process applies to Bitcoin, and since my last deposit was in Bitcoin, and I played with it for an extended period, profits were generated within that mixed balance. I can't simply transfer Bitcoin funds to my checking account; that would be illegal, and it will have consequences for everyone involved.
And just to emphasize this: I'm not the one putting pressure on myself to transfer a mixed amount of fiat and Bitcoin to a bank account, especially since my initial fiat deposit has already been settled. You can see this in the Stable Tech NV statement; only the Bitcoin deposit hasn't been settled yet.
At least a partial refund must be issued in Bitcoin, as this was the last deposit method, according to anti-money laundering regulations and the casino's own terms and conditions, which the casino is also bound to follow. I don't expect even half the money in Bitcoin, but I need to receive at least a small portion back in Bitcoin to avoid problems with my bank later. And, most importantly, I need to receive the Bitcoin back before I can withdraw it in fiat currency. Money must be returned to its original source, as stated in the casino's own terms and conditions. It's a violation of their own rules and the general anti-money laundering regulations.
Dear N1 Bet Casino,
I would greatly appreciate it if you could provide a reaction to the reaction mentioned above. Thank you for your attention to this matter.
Dear Martina,
We have provided additional clarification regarding the player’s latest statements via email and shared our position on the matter in further detail.
Dear louishagenow.1,
I understand your point, and I truly do see where you are coming from.
However, the game log clearly shows that the winnings were generated from funds deposited prior to the crypto deposit. According to the records provided, the gameplay involving the crypto deposit resulted in losses.
Therefore, unfortunately, I must stand by the statement I shared previously. The funds remain available to you, but the withdrawal would need to be processed via the fiat payment method.
If you wish to withdraw the funds, this option remains at your disposal.
TranslationSeriously, why is the casino suddenly asking me to upload my electricity bills from February and March, out of the blue? I already did all of that weeks and months ago, and my account was repeatedly confirmed to be verified. I haven't been on my casino account for a while now, during the time of this discussion on Casino Guru, because I wanted to wait and see what the solutions would be.
I've now received the email. Proof images will follow. Suddenly, I'm supposed to upload electricity bills. But I've done that repeatedly over the years, including the ones from February and March. I was repeatedly assured back then that everything was fine. See the chat history here on Casino Guru, if you scroll all the way to the top, where it was still about verification, and it was confirmed that my account was verified and everything was okay. And now, out of nowhere, I get this. Why is this email supposed to do that?
TranslationTranslationWith all due respect, I was told here that I could withdraw my winnings, but only in fiat currency, not Bitcoin. Apparently, that can't work. The casino is now demanding that I upload documents again for verification processes that were completed months or even weeks ago. I urge Casino Guru to make it absolutely clear that they should stop preventing me from withdrawing my money with these annoying, supposed verifications, even though I uploaded these documents weeks and months ago. And they keep repeating this, not just once. I mean, if you read the chat here at Casino Guru from the beginning, it's clear what it was all about at first: the verification, which was supposedly completed. That can't be right, because now I'm being asked to do something again. I feel completely ripped off.
Dear N1 Bet Casino Team,
Could you please clarify why the player is being asked to provide additional verification documents, considering you have stated that the funds are at his disposal as long as they are withdrawn via fiat currency?
Regarding the withdrawal method itself, I understand and agree with the casino’s position to offer the payout exclusively via fiat, as according to the game log, this appears to be the only applicable option.
Therefore, I would appreciate it if you could clarify the purpose of the repeated verification requests and confirm whether the player is able to withdraw the funds immediately via fiat, without needing to resubmit documents that have already been provided and approved in the past.
Thank you very much in advance for your cooperation.
Dear Martina,
Thank you for your continued attention to this matter.
We have provided additional clarification regarding the verification review via email and shared further details from our side.
Thank you, N1 Bet Casino Team, for the update provided via email.
Dear louishagenow.1,
The request to submit additional documents is simply part of the compliance review process. Therefore, I would kindly ask you to cooperate with the casino and provide the requested documents so the review can continue.
Thank you very much in advance for your cooperation.
TranslationI can't provide a monthly electricity bill because I receive my bills annually, like everyone else in Germany. While the electricity is paid monthly, the bill is always issued annually after a year. How does that work?
TranslationI've contacted my electricity provider to ask if it's possible to issue a single bill for February and March, detailing the monthly payment. However, I'm not sure if this is possible, as normally you receive a single, year-end bill for your electricity.
Dear N1 Bet Casino Team,
Is there perhaps an alternative document the player could submit? For example, would an internet bill linked to the same address, or possibly an annual bill, be sufficient?
TranslationThe problem with my internet bill or the monthly bill for my mobile devices is that it doesn't show my address, the one on my ID card, but my company address, because my mobile phones and contracts are in my company's name. Just to be clear, I can definitely submit the annual bill or the contract documents from my electricity provider. I have those in my electricity provider's app.
TranslationOkay, with all due respect, I absolutely don't understand why I'm now being asked to upload documents again for a verification process that was already completed and for which I repeatedly received confirmation from the support team that everything was ready and I could request a withdrawal. Back then, I naturally wanted to withdraw in Bitcoin. We've already clarified that. It wouldn't work, only in fiat currency. Do you have any idea how many times I've uploaded the documents that were requested, time and time again, and now again, since I haven't been logged into my player account for a while, since this whole process started? Am I suddenly supposed to upload something again out of the blue? I'm fully verified. I've always uploaded my documents – ID, bills, and everything else. Back then, they didn't ask for anything like a utility bill, so why now? I have all the proof myself, even from the casino manager, who emailed me. It's fine that I can request a withdrawal, just in fiat currency, but that wasn't about me having to upload anything else.
TranslationEven in this email from the manager himself, it's quite clear that I should simply submit the application in fiat currency. Back then, it was still about the Bitcoin issue. We've cleared that up now. What if, for example, I had simply submitted the application in fiat currency back then? It should have worked then, right? And now, suddenly, I'd have to upload documents again? What kind of nonsense is this? It's just a complete stalling tactic to drag out the process.
Dear louishagenow.1,
I must say that, in my opinion, you had a clear opportunity to withdraw the funds in fiat currency, which could have prevented the situation from escalating further. Instead, your continued insistence on receiving Bitcoin — despite the casino not being obligated to provide it, according to our independent investigation — has unfortunately raised concerns regarding your conduct in this matter.
At this stage, if you are unwilling to cooperate and resubmit the requested documents, I will have no choice but to close the complaint as rejected.
Please send the casino all the documentation they have requested and inform me once this has been completed. Otherwise, the complaint will be closed and marked as rejected due to non-cooperation.
TranslationMy insistence on receiving the payout in Bitcoin stems from the fact that banks in this country are very reluctant to accept it. If Bitcoin funds have been involved in a transaction, and a game has been completed, it's generally not possible to simply withdraw the money in fiat currency if Bitcoin is involved. I discussed and clarified this in a personal conversation with my bank. Therefore, here is the proof from my electricity provider that monthly invoices for the monthly electricity payments cannot be generated. Only annual invoices are available. I am willing to cooperate, but what am I supposed to do if my electricity provider doesn't offer this? I wouldn't have a problem uploading these electricity invoices. But how am I supposed to do that if my electricity provider only issues annual statements and not monthly ones?
I assumed that if I deposit Bitcoin into a casino, I could also withdraw Bitcoin, especially since I previously paid off my fiat deposits with a fiat withdrawal that was 13 times higher. But we've now clarified that this isn't possible. I understand and accept that I can only withdraw in fiat. I'm prepared to do that. I just don't understand why I now have to submit monthly electricity bills, which my electricity provider doesn't even issue, as they only provide annual statements, even with my previous withdrawal of €2500. I didn't have to submit an electricity bill to my bank account. I only had to submit a bill showing my home address. And I did that back then. There's absolutely no reason to be suspicious now; I'm still the same person with the same address on the same ID card. And I've been told, everywhere—online or by acquaintances—that if you deposit and play with Bitcoin, you can also withdraw in Bitcoin. That's why I opened this case, but I understand now that I can only have the payment made in fiat currency. That's fine.
TranslationHere in the pictures you can see how I contacted my electricity provider. The screenshot is from my electricity provider's app. My address is visible there, as is the fact that my meter reading was updated just a few days ago. Everything is up to date; as I said, I can upload an annual statement, but my electricity provider doesn't issue monthly invoices, for example, for February and March as requested.
TranslationHere again is proof from my mobile phone bill. It doesn't show my private address, Peter Street, but rather Zedelius Street 33. That's my business address, the fashion house. I would normally submit these bills without any problems. But this one shows my business address because my mobile phones and contracts are business-related, not private, because I'm a businessman. This is just to prove that I'm not withholding anything or refusing to cooperate. I do want to cooperate. But what am I supposed to do if, as I said, my electricity provider isn't providing me with the monthly allowance?
TranslationAnd how am I supposed to understand that I had the option to be paid out in fiat currency, but now I no longer have it? Because I opened a trap here and thought I was in the right, which I'm not yet, I understand I've been proven wrong. It goes without saying that I'm still the same person, with the same address, the same place of residence.
It's perfectly normal that I opened my case here. That's what these portals are for. I understand now that I'm in the wrong, and that's fine after your last message where the casino said I could only withdraw in fiat currency. That was a few days ago, and I understood that's the only way it works, and then I wanted to withdraw. But before that, I received this email, and since then I'm stuck again.
Then I don't understand why they're telling me here. I can now cancel in Fiat. At that point, there was no mention of any electricity bills.
I want to and will cooperate, no problem, but what am I supposed to do if my electricity provider, EWE, doesn't issue monthly bills? I do pay for my electricity every month, but like with many other providers, there's always an annual statement at the end of the year. I can provide that, of course. That wouldn't be a problem.
Back when I made my first withdrawal of €2500 to my checking account, I had to verify my identity. I did that, and the withdrawal went through. So why do I now have to submit an electricity bill? I didn't have to submit one back then. I don't understand why I even have to verify my identity again. I mean, they told me a few days ago that it wouldn't work with Bitcoin. The casino said it was a fiat currency, and I could withdraw now. Then, out of the blue, I get an email asking me to upload some kind of electricity bill. I don't understand the connection at all. I'm here, I want to cooperate, but what am I supposed to do if my electricity provider doesn't issue me a monthly statement?
TranslationI will now upload my annual electricity bill to the casino.
June 5, 2024 - June 4, 2025. I'm still waiting for the current bill for this year and this month. I received confirmation of this via email from my electricity provider. It will be generated in a few days. Once I have it, I'll upload it. These are the official bills from my electricity provider for my private address at Peterstrasse 23, and these billing periods cover the months of February and March.
TranslationI just sent the casino this annual statement. I've had my electricity provider confirm that these bills cover February and March, specifically for 2024 and 2025. I'll receive the current statement later, which will also cover February and March of 2026. There's still a year to go.
TranslationI just received my payment history from my electricity provider. It shows how I paid my monthly electricity bill in February and March. I've just forwarded this to the casino as well. I sent it to the manager via email.
TranslationI have just emailed the casino again to inform them that I have uploaded the following documents, which I also provided here and sent to the casino by email, to my player profile.
TranslationI just received an email stating that the documents I uploaded to my player profile, which clearly cover the months of February and March for 2026 via payment history, have not been approved. My question is, why?
I should upload these.
Dear N1 Bet Casino Team,
We would appreciate it if you could kindly confirm whether the documents submitted are sufficient to complete the louishagenow.1´s verification process.
Please let us know at your earliest convenience.
TranslationI just received this email from the casino.
I'm waiting for confirmation.
I just informed the casino that I will receive the annual statement for the period from June 5, 2025 to June 4, 2026 from my electricity provider in the next few days and will then submit it along with my application. This statement covers the months of February and March 2026.
TranslationDear Casino Guru Team, I'm a bit confused now. It's no longer about verifying a utility bill on my profile. Now I also have to explain why I live where I do, because in the house I live in. There are also apartments that are rented out as vacation rentals. I meant that the address on my ID card is my primary residence. Where else would I live? I don't understand the casino's stalling tactics. I will provide the clarification requested in the email, but I'm starting to feel a bit cheated.
TranslationI have now replied to the casino and confirmed that Peterstrasse 23, as shown on my official ID document, which I have had for a long time and with which I verified myself back then, is my main residence address and that I live there permanently.
I wonder why this wasn't requested during my first payment on March 16th of this year. I don't know why they're now questioning electricity bills, which weren't requested back then either. Now they're questioning my address, which is on my official ID document and therefore logically confirms my primary residence.
It's understandable that I'm having second thoughts. I would appreciate some mediation.
Dear louishagenow.1,
Thank you for providing the requested documents and additional explanations.
We have reviewed the information received and can confirm that we no longer have any outstanding questions regarding the address verification.
TranslationAbsolutely, no problem.
I want to do my best to ensure everything runs smoothly.
Since there are no more open questions, I would like you to please confirm that I can now finally make further payments without any complications.
Thanks.
TranslationDear Casino Guru Team, after emailing the casino manager again to request confirmation that I can finally make withdrawals, I received this reply. I'm not entirely sure if this confirms that there are no longer any obstacles to my withdrawals. I would appreciate your assistance in clarifying this and providing precise confirmation that withdrawals can now be processed.
Dear louishagenow.1,
Please try to withdraw and let us know the update,
Thank you very much in advance
Dear louishagenow.1,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
TranslationUnfortunately, the wait was a bit longer than expected, and I apologize for this, as there were a few things to clarify. My bank contacted me about the €2500 transfer I made on March 16th. I had to sort this out to find out where the money came from. Thankfully, I haven't had any further problems. However, my bank is refusing future transfers due to the casino not having a German license. Therefore, I'm requesting an alternative solution.
Because I want to have my winnings and continue playing in the future. But unfortunately, I can only continue playing when I know there's a fair way to get my winnings.
I request cooperation and mediation.
Hello,
We have provided Martina with our further comments and position regarding the current status of the complaint via email. We will await her review and any feedback she may have.
Dear louishagenow.1,
As both the casino and I have already pointed out, you are eligible for bank transfer withdrawals only.
The issue with the bank refusing transfers is very rare, and to be honest, I have not really come across a similar situation before. That being said, I am not saying that such an issue cannot exist.
If possible, could you please send me some evidence or an official document from your bank confirming that it refuses to accept any future transfers from the casino?
However, as you mentioned, your account is fully verified, your funds are available for withdrawal, and you have already successfully withdrawn part of the balance. For this reason, I do not currently see a reason to keep the complaint open.
Thank you for your understanding.
TranslationHi Martina, I don't know if I can get all of this in writing from my bank. It was simply that my bank, or rather my bank advisor, called me and asked where the €2,500.01 from a foreign IBAN came from. I explained it to him, and he said I was lucky that it slipped through the automated systems. Normally, banks in Germany block such transactions and freeze the account. If I continue to withdraw money and receive more from a foreign IBAN, it's possible that both my business and personal checking accounts will be frozen. That would have serious consequences for me.
I'm very happy that the verification is complete and everything is basically ready. But I also ask for your understanding that the rules are different in Germany, especially if a casino doesn't have German licenses. I mean, who's supposed to know that beforehand? We just register and want to play. Casinos are advertising everywhere, and nobody thinks about it. I mean, how is such a case supposed to be known? If someone withdraws money and their account is subsequently blocked, they're certainly not going to post about it on Casino Guru, because the banks have clear rules, so opening a case here wouldn't do any good.
That's why I asked if there's any other option that's good for me but also good for the casino. I wanted to ask if we could make a deal like that.
I request mediation and cooperation.
And I wish everyone a nice day.
Dear louishagenow.1,
I do understand your concern, I really do! I have taken everything you wrote into consideration.
However, based on the information available in this complaint, we are unable to proceed further with this matter. The verification has already been completed, and the original issue has therefore been addressed. At this stage, we do not have any supporting evidence from your bank confirming that your account would be blocked or frozen if you received the withdrawal, and without such evidence, we cannot make the casino to arrange an alternative solution.
Since the complaint has already been resolved from the casino’s side and the remaining concern is not supported by sufficient evidence, we are unable to continue mediating this case.
For this reason, the complaint will now be closed as rejected due to insufficient evidence.
I am sorry we cannot assist further in this matter, and thank you for your understanding.
