The player from Germany was unable to withdraw winnings of €230 after submitting multiple verification documents, which were repeatedly rejected. Despite seeking assistance from support, he had not been given helpful information and was unsure of how to proceed. The Complaints Team had extended the response time for the player to provide necessary information, but ultimately, the complaint was rejected due to the player's lack of response.
N1 Bet Casino - Player faces delays in verifying account for withdrawal.
Amount: €250
N1 Bet Casino
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
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3 months ago
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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3 months ago
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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3 months ago
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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3 months ago
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.
