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I've been trying for days to make a withdrawal, but unfortunately without success. I have fully verified my account, wanted to withdraw, and the withdrawal was rejected again with additional documents requested. I submitted everything, even though I already received an email confirmation that my account was fully verified.

The support bot keeps repeating itself and does not solve my issue.

I was asked to upload a selfie with my ID and a piece of graph or lined paper saying: "Hello N1bet 26.12.2024." I did that, and they said the paper must not be graph or lined, even though they initially said it needed to be. The chatbot contradicts its own requirements, and I feel like this is a stalling tactic, making me feel deceived.

I hope you can help me somehow. If you need any data or chat logs, please let me know, and I will promptly provide whatever you need.

Kind regards,

Ich versuche nun seit Tagen eine Auszahlung zu tätigen, leider ohne erfolg, ich habe das Konto vollständig verifiziert wollte dann auszahlen und es wurde wieder die auszahlung abgelehnt und weitere Dokumente wurden gefordert Dies reichte ich alle ein obwohl ich bereits per email eine bestätigung erhalten habe, dass das Konto vollständig verifiziert worden ist.

Der support Bot wiederholt sich immer wieder und löst mein problem nicht.

Ich sollte ein selfie von mir mit meinem Ausweis und einem Karierten oder linierten Blatt papier Hochladen auf dem steht: Hallo N1bet 26.12.2024. Dies tat ich und es wurde gesagt Das blatt darf nicht kariert oder liniert sein obwohl zuvor gesagt wurde dass das blatt liniert oder kariert sein muss, der Chatbot widerspricht sich mit seinen Forderungen und ich habe das gefühl, dass dies eine hinhaltungstaktik is und fühle mich Betrogen.

Ich hoffe sie können mir irgendwie helfen, wenn sie irgenwelche daten oder chatverläufe brauchen melden sie sich und ich werde ihnen umgehend alles zukommen lasse, was sie benötigen.

Mit freundlichen Grüßen.

Dear lucweb040603,

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 take 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?

Have you made any successful withdrawals before? 

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

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,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear lucweb040603,

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.