The player from Germany is experiencing difficulties withdrawing his winnings due to ongoing verification. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Live Casino - Player’s struggling to complete account verification.
Amount: €100
Live Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Despite the correct documents being delivered several times for verification and the final payment, the documents are repeatedly rejected and the payment cancelled.
There is no help in the chat and the whole thing has been delayed for ages.
Automatic translation:
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1 year ago
Dear jdjdnnl,
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 takes KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents have you already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?
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,
Kristina
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1 year ago
Translation
The documents, which days ago were still "awaiting review", have now "strangely" been accepted.
The payment was nevertheless canceled several times and could have already been carried out at this point. Unfortunately the whole thing is very dubious. I'm actually not used to something like that from N1Casinos.
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1 year ago
Thank you for your reply, jdjdnnl. Do I understand correctly that your account has finally been verified? Could you please advise if you currently have any pending withdrawals? If yes, when exactly you requested them?
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1 year ago
Translation
The case was then clarified after endless back and forth.
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1 year ago
Awesome news, jdjdnnl. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
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