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Good day,

Every payout, no matter how high, is rejected. I then contacted support. They checked my account and said that it was fully verified, but a payout is still rejected.

Guten Tag,

Es wird jede auszahlung egal wie hoch abgelehnt hatte darauf hin Kontakt mit dem Support aufgenommen dort wurde mein Konto überprüft und gesagt das dieses vollständig verifiziert ist aber eine Auszahlung wird trotzdem abgelehnt

Dear erikbern,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the canceled withdrawals? Send emails or chat transcripts to my email at dominika.l@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.

Best regards,

Dominika

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

This was from the first chat, where they said my account was fully verified, but then the payments were still being rejected. Now they want me to verify my Google Pay. My Google Pay is linked to PayPal. I sent several photos of the transaction, but they simply aren't being accepted. I wrote to the chat again and uploaded everything again, but nothing is being accepted.

Das war aus dem ersten chat wo gesagt wurde mein Konto ist vollständig verifiziert danach trotzdem abgelehnte Zahlungen. Jetzt wollen die das ich mein googelpay verifiziere. Mein googelpay ist mit paypal verbunden ich habe mehrere Fotos von der Transaktion geschickt aber diese werden einfach nicht akzeptiert habe darauf hin noch mal dem chat geschrieben und nochmals alles hochgeladen aber nix wird akzeptiert

Dear erikbern, could you please confirm whether you uploaded the requested document according to the instructions provided by the live chat support?

Do you have any update on your case since your last communication with the casino?

I have sent everything that was possible screenshot of google wallet, screenshot of the transaction individually and as PDF everything is not accepted and I am not helped

Ich habe alles was möglich war verschickt screenshot von googel wallet, Screenshot von der Transaktion einzeln und als PDF alles wird nicht akzeptiert und mir wird nicht geholfen

Dear erikbern, are you attempting to withdraw using the same method you used to make your deposit?

When exactly was your account successfully verified?

Do you have any pending withdrawals on your account right now?

Could you please provide a screenshot of your withdrawal history?

On April 3, I had already written to the chat, and I was first told that the account was fully verified. After that, withdrawals still weren't possible, and suddenly they wanted me to verify my Google Pay, even though everything I sent hadn't been accepted. Now the account has also been blocked, and I can no longer log in. Yes, I tried to withdraw using the verified bank transfer, but it was always rejected.

Am 03.04 hatte ich bereits mit dem Chat geschrieben da wurde mir erstmals gesagt das das Konto vollständig verifiziert ist danach gingen immer noch keine Auszahlungen und man wollte aufeinmal das ich auch mein googelpay verifizieren wo alles was ich geschickt habe nicht angenommen wurde. Jetzt wurde auxh das Konto gesperrt und ich kann mich nicht mehr einloggen und ja ich habe versucht mit der verefizierten bank überweisung auszuzahlen was immer abgelehnt wird

Dear erikbern, do you no longer have access to your casino account?

Has the casino explained why your account was blocked?

Did you play casino games or bet on sports?

I no longer have access because I could not verify my Google Pay account

Ich habe kein Zugriff mehr weil ich mein googelpay Konto nicht verifizieren konnte

Dear erikbern, could you please explain why you were not able to successfully verify your Google Pay account?

Can you provide the full communication with the casino regarding your account being blocked?

Also, could you clarify whether you played casino games, sports betting, or both?

The pictures were not accepted for whatever reason and I took pictures of everything that was there but nothing fit and I was not helped. I also played casino games but the big win was sports betting.

Die Bilder wurden warum auch immer nicht akzeptiert und ich habe von allem was da war Bilder gemacht aber nix passte und weiter geholfen wurde mir nicht es wurde auch mal casino gespielt der große Gewinn war aber Sportwetten

Thank you very much, erikbern, for providing the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@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.

Hello erikbern,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the N1 Bet Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why was the user's account blocked and how should he proceed? Thank you in advance for providing us with your view of the issue.

Dear erikbern and Martin,

Thank you for highlighting this case.

We would like to clarify that the player was asked to provide proof of the payment method used for their most recent deposit. Unfortunately, the documentation submitted did not sufficiently confirm ownership of that method, and therefore the withdrawal could not be completed.

As per our Terms & Conditions, if a player fails to pass the KYC procedure within two weeks of the withdrawal request, and we are unable to establish contact during that time, the account may be locked:

"We will make reasonable efforts trying to contact you regarding the withdrawal of the funds, but if we are not able to reach you (by email or phone) in two (2) weeks as from the date of the request for withdrawal, your account will be locked due to your failure to pass the KYC procedure."

That said, we are open to reviewing the case again. We will reach out to the player once more to clarify what specific documentation is required, and if valid proof is provided, we will be ready to reconsider the current outcome.

Dear casino representative,

thank you very much for your response. Can you disclose what exactly was the issue with the documents erikbern provided? In case the information is confidential, you can send it to martin.l@casino.guru.

Dear erikbern,

can you please try to pass through the verification again? I would also like to ask you to subsequently send the documents to martin.l@casino.guru, so we can see whether there are any issues and offer more guidance.

Dear Martin,

We’ve just sent you all relevant details regarding this case via email. Let us know if you need anything further.

Dear parties,

thank you for your messages and apologies for a late response.

Dear erikbern,

upon reviewing the messages I have received, I would like to advise your to provide the casino with more detailed documentation. I believe a bank statement with your name and the transactions shown will be sufficient. Alternatively, if you only want to send the screenshot of the relevant transaction, card information has to be visible in it. Additionally a photo of the physical card showing the same digits and your name as cardholder should also be attached.

Dear Martin,

I sent you an email in which the bank statement was attached as a PDF, but this is not enough

Lieber Martin,

Ich hatte dir eine Email geschickt in dieser war als PDF der Kontoauszug dran gehängt reicht dieser nicht

Dear erikbern,

as I understand it, the casino requires to know the source of funds used for the deposit. This means they require a bank statement documenting all of your bank transactions from a period before the deposit.

Dear casino representative,

as the issue has been ongoing for quite some time, can you please specify which timeframe should the bank statement cover?

Dear Martin and erikbern,

Thank you for your patience while we reviewed the submitted documents.

After a careful check, we must note that the materials provided unfortunately do not fully verify who made the deposit in question. To resolve this, we have requested additional documentation from the player to help confirm the rightful ownership of the payment method.

We remain committed to working with you to bring this matter to a clear resolution.

Dear casino representative,

thank you for giving us an update on the current situation.

Dear erikbern,

are you able to provide the required documents? Alternatively, have you sent them already? Please keep us updated.

Hello Martin,

I can't send more than I've sent before. My account statement shows my account, but you can only link your PayPal account to an account in the same name.

Hallo Martin,

Ich kann nicht mehr schicken als ich vorher geschickt habe. Auf dem Kontoauszug sieht man mein Konto man kann sein Paypal Konto nur mit einem Konto das auf den gleichen Namen läuft verbinden.

Dear parties,

I would like for us to clarify the situation. As I understand - correct me if I am wrong, the casino is now requiring a bank statement, showing the transactions before the deposit which was made to the casino. While I do not have all of your communication at my disposal, I only received the details of one particular transaction from the player - the casino deposit itself. Can the player therefore provide a detailed bank statement of the time period surrounding the deposit? Can we establish that this will be sufficient?

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,

Sorry for the long wait. We’ve sent you a reply by email.

Dear erikbern,

I was told by the casino representative, that you need to provide a screenshot from your PayPal account showing your name and address. I believe you can do so by logging in to your PayPal account and clicking on Account settings - should be in the top-right corner. All the required information should be displayed there.

Dear Martin,

I sent you something via email. Is this document sufficient? I could only take a photo because PayPal doesn't allow screenshots.

Lieber Martin,

Ich habe dir per Email etwas geschickt reicht dieses Dokument ? Ich konnte nur ein Foto machen da paypal keine Screenshots zulässt

Hello erikbern,

I have emailed the casino representative just to be sure, but I believe all the required information is clearly visible and the document should be acceptable for the verification to proceed.

Hello,

apologies for a possible misunderstanding. I merely meant to refer to the fact, that the provided photo can be used as a substitute to the requested screenshot of the PayPal account, as the requested information can be visible even though the quality is not ideal.

Regarding your requests, I am quoting the last email I received from your casino representative on 19th of June.

Regarding the case: the deposit in question was made via Google Pay using a virtual card issued by PayPal. While the documents submitted by the player help clarify certain details, they do not fully verify who actually owns the payment method. To ensure that the PayPal account and associated virtual card genuinely belong to the player, we’ve requested additional proof — specifically, a screenshot from the PayPal account showing the player’s name and email address.

This step is necessary due to the nature of virtual cards linked to digital wallets like Google Pay and helps us ensure compliance and prevent any potential use of third-party payment methods.

Have there been any new requirements made since then? Please keep us in the loop, so we can mediate the issue more effectively.

Hello Martin,

At this point, we are no longer focusing on whether the card used for the deposit was issued by PayPal or another provider. The key point is that the transaction was processed through Google Pay, which served as the payment method. The player has already submitted a screenshot from their Google Pay account showing the last digits of the card used. This screenshot corresponds directly with the deposit in question and forms the basis of our current position.

While the player has made efforts to clarify the situation, we would like to further refine our understanding.

We acknowledge that virtual cards issued by PayPal are typically not traceable through formal documentation. Therefore, we understand that obtaining an official statement from PayPal confirming ownership of a specific virtual card is likely not feasible in practice.

Regarding the Transaktionsübersicht screenshot — we must clarify that it does not meet the necessary verification standards. To move forward, we ask for the following confirmation:

A screenshot of the card as it appears in the Google Pay app, showing the last four digits used in the deposit. According to the current information, this would be either 69** or 94**.

As you know, Google Pay often generates a virtual account number (VAN) to protect the actual card details during transactions.

The card ending in 94**, for example, is most likely the last four digits of the user’s actual physical card linked to their Google Pay account.

Could Erikbern please confirm whether this is indeed the case?

This will help clarify the ownership of the payment method and allow us to proceed accordingly.

Dear casino representative,

thank you very much for clearing things up.

Dear erikbern,

as the casino representative explained, casino requires a screenshot from your Google Pay app displaying the card used for the deposit. This screenshot must clearly display the last four digits of the card, which are either 69** or 94**. The screenshot should be taken directly from the Google Pay app where the card is listed as a payment method.

Also, please confirm whether the card ending in 94** is your real physical card linked to your Google Pay account. This is necessary because Google Pay may generate a virtual account number (VAN) for transactions, and the casino needs to verify that this VAN is tied to your real card.

Once you provide this screenshot and confirmation, the casino will be able to proceed further. Please let us know if you have any questions - you can message me at martin.l@casino.guru

Hello Martin, I have just sent you an email with the pictures. In Google Pay or now Google Wallet, the PayPal account only shows the email address that is connected to PayPal. That's why I have sent the PayPal statement and a photo of my EC card.

Hallo Martin ich habe dir soeben eine Email mit den Bildern geschickt in googel pay bzw jetzt googel wallet steht beim paypal konto nur die Email adresse welche mit paypal verbunden ist ,deshalb habe ich den Kontoauszug von paypal mit geschickt und ein Foto von meiner ec Karte

Dear casino representative,

we have exchanged messages with the player outside of this thread. We hope we have found a sufficient way to verify his identity now. Please let us know your stance when you receive and evaluate the documents.

Dear Martin,

Thank you - we appreciate that you’ve taken the time to communicate with the player and help clarify the situation.

At this point, however, the player has only submitted screenshots directly to us, and we are currently reviewing the materials internally. We’ll assess the information provided and get back to you with an update as soon as we’ve completed our checks.

Dear Erikbern,

Please log in to your account.

Dear parties,

are there any new developments regarding this case?

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear erikbern,

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,

Martin