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Hello, I have the following issue

I've been trying to verify myself with N1 Casino for about 2 weeks now, which has largely been successful except for when it comes to verifying the last transaction.

The problem is, N1 Casino not only wants to see the transfer, but also demands to see the name, IBAN, purpose of use, etc. in the transfer details.

Here is the problem:

Apparently, such details are not visible with the payment provider "Payabl" and hence, I'm unable to get my account verified. The casino's support also doesn't accept screenshots of past bank transfers; they don't even take into account my bank statement from January, which shows transfers made with other provider platforms.

When I asked whether I could carry out a new transfer using a different provider (so the transaction data can be viewed in greater detail this time), I received no response from the support team, and the conversation was abruptly ended shortly thereafter.

Hallo, ich habe folgendes Problem

Ich versuche mich seit bestimmt 2 Wochen beim n1 Casino zu verifizieren was auch weitestgehend funktioniert hat, bis auf die Verifikation der letzten Transaktion.

Das Problem ist das N1 Casino will nicht nur die Überweisung sehen sondern verlangen auch unter anderem das man bei der Überweisung den Namen die iban den Verwendungszweck usw sieht.

Jetzt das Problem:

Man sieht das anscheinend nicht bei folgendem Anbieter „Payabl" und somit bekomme ich es auch nicht hin mein Konto zu verifizieren. der Support vom Casino nimmt auch kein Screenshot von früheren Überweisungen an nichtmal ein Konto Auszug aus Januar wird beachtet auf dem auch Überweisungen zu sehen sind die mit anderen „überweisungsanbietern" getätigt worden sind.

auf Fragen wie z.B. ob ich eine neue Überweisung ausführen kann mit einem anderen Anbieter sodass man hier diesmal die transaktionsdaten genauer sehen kann kam keine Antwort vom Support und die Unterhaltung wurde auch kurz daraufhin einfach wieder beendet.

Hello marcello098,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with N1 Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved? When was the last time you spoke to the casino and what was it about?

Can't your payment provider forward you such confirmation?

Also please note that you will have to verify any payment method you used to deposit and it would not matter if you make a deposit with a new one.

Looking forward to your answer.

Regards,

Nick

Hello, the verification process doesn't run permanently because the documents I submitted are rejected and I always tried something else.

The last contact attempt was on February 15th, 2024 and my conversation ended immediately without me getting an answer.

I was briefly in contact with the last payment provider and they said that they couldn't send me the transaction details directly, but that the casino had them and I should get them from there. I'm also attaching the answer here.

The other "problem" is that the casino often changes its deposit options and there was no real alternative for me that day, so I chose this provider.

have already been approved:

• ID
• proof of address
• And the complete process from HooYu (which is another external provider)

All that's missing is the verification of a transfer, and the casino only accepts the one, which unfortunately I can't verify because there are just too many missing transfer details.

Hallo, der verifizierungsprozess läuft nicht permanent da mir die eingereichten Dokumente abgelehnt werden, und ich dann immer etwas anderes probiert habe.

der letzte Kontakt Versuch war am 15.02.2024 und hier wurde meine Unterhaltung direkt beendet ohne das ich eine Antwort bekommen habe.

Ich war mit dem letzten zahlungsanbieter kurz im Kontakt und dieser meinte das sie mir nicht direkt die transaktionsdetails zukommen lassen können sondern das dass Casino diese hat und ich sie mir von dort holen soll ich hänge hier auch noch die Antwort an.

Das andere „Problem" ist auch das dass Casino öfter seine einzahlungsoptionen ändert und an diesem Tag keine wirkliche Alternative für mich da war, deshalb habe ich diesen Anbieter ausgewählt.

es wurden bereits genehmigt:

• Ausweis
• adressnachweis
• Und das komplette Verfahren von HooYu (Das ist nochmal ein externer Anbieter)

es fehlt nurnoch die Verifizierung einer Überweisung, und das Casino akzeptiert nur die eine die ich leider nicht verifizieren kann da bei den überweisungsdetails einfach zu viel fehlt.

Thank you marcello098 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello marcello098,

I'm Michal and I have taken over your complaint. I have reviewed your case and just so you know the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers. I understand that various payment methods have various options for transaction confirmation, but the vast majority of payment methods need to have an option to obtain this even services like Revolut or similar have such options. Have you received a confirmation from Paybl that this is not possible?

Dear marcello098,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.