HomeComplaintsN1 Bet Casino - Player faces delays in verifying account for withdrawal.

N1 Bet Casino - Player faces delays in verifying account for withdrawal.

Amount: €250

N1 Bet Casino
Submitted: 15 Jan 2025
Case opened Current status

Waiting for player to reply

0d 4h 21m 0s

Case summary

The player from Germany is unable to withdraw winnings of €230 after submitting multiple verification documents, which are repeatedly rejected. Despite seeking assistance from support, he has not been given helpful information and is unsure of how to proceed.

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Translation

I deposited €200 one after the other and continued to play. With my last €20, I won €230 and wanted to withdraw it. However, I had to verify my account and identity. I have submitted all the necessary documents many times, but they were repeatedly rejected. I tried to get information from support, but they couldn't help me, and now I don't know what to do next.

Automatic translation:
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Dear Jaixi,

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 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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Translation

I submitted my identity card and it was accepted...

The next step was to verify the address, so I took a bank statement from my bank and tried to use it as verification, but it was rejected several times. In support I found out that bank statements from online banks are not accepted. I was asked to please send a bill from a utility company, as I still live with my parents, I don't have one, but apparently there is no other option or none is offered to me. Then I had to verify the payment. I sent everything I could send, but none of it was accepted. In the pictures, as requested, there was my card with my name and card number, as well as a screenshot showing the transfer (deposit). Both documents were also rejected several times...

Automatic translation:
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Thank you very much for your reply, Jaixi. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Jaixi has 0d 4h 21m 0s to reply

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