The player from Austria had been facing difficulties with account verification at N1 Bet Casino. The casino had repeatedly asked for additional documents, including selfies with various personal items. The player felt harassed and was unable to withdraw his winnings. We had contacted the casino to inquire about the necessity of further evidence for verification. The casino responded suggesting the issue might no longer be relevant, but the player had not confirmed resolution. Due to lack of further response from the player, we had to reject the complaint.
N1 Bet Casino - Player faces excessive verification requirements for withdrawal.
Amount: €4,108
N1 Bet Casino
Safety Index:HighSafety Index
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8.2
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
7 months ago
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8 months ago
Translation
N1 Bet Casino is preventing me from successfully validating my account for a withdrawal.
N1 Bet Casino constantly requests new document verifications.
Most recently, they requested a selfie of me with my house number in the background, my passport, and a checkered piece of paper with the text "Hello N1 Bet Casino" and the date.
I've submitted this twice now (different photos, different days, with excellent quality).
Both were denied for "better quality".
Previously, they've requested many other documents such as a selfie of me with my passport, then with my house number, passport, and elbow. I understand that verification is necessary, but this seems more like they don't want to pay me, and are harassing me until I "surrender" or keep playing. They also sent me offers to continue playing in the emails. However, I want to withdraw..
Can you please help me with this problem, I'm at my wits' end? Best regards, Markus
Automatic translation:
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8 months ago
Dear Steinichen,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with N1 Bet Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Have the documents you submitted previously been approved by the casino?
Have you made sure to upload the requested photographs in sufficient quality, so that your face is clearly visible and all the necessary textual information can be read without problems?
Have you uploaded the photographs in the correct format?
When was the last time you communicated with customer support regarding the problems with your verification?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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7 months ago
Translation
Hello, thank you for your answer and for helping me.
Some documents were approved, yes. Like my passport, proof of payment, proof of address, "passport with selfie" so N1 can undoubtedly identify me.
They then asked me to stand on the street with my passport, my house number in the background and my passport in my hand. Also uploaded. Then they asked me to stand on the street with my passport in my hand, house number in the background and a checkered piece of paper with "Hello, N1 Bet Casino current date" written on it. I had to upload this three or four times because the quality was apparently not good enough, but you can see everything, even in the current picture from April 25th, which now simply isn't verified at all, it seems. They really have everything in good quality in the desired format. I have also contacted support several times, but they always point out that they are a licensed company and their customers have to be verified. I can understand that, but the procedure is pretty "strange". Can you help me with this?
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7 months ago
Thank you very much, Steinichen, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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7 months ago
Hello Steinichen,
I'm Michal, and I have taken over your complaint. I have reviewed your case, and I understand that the KYC process can be sometimes frustrating, but the casinos need to follow rules and regulations as well, so although I can empathize with you that the whole process can be done more user-friendly or quicker, it is a standard procedure that the casinos are entitled to. Please forward all the evidence you have already sent to the N1 team to me at michal.k@casino.guru to check if the quality of the pictures is really an issue.
With this being said, I will contact the casino to shed more light on this matter.
We would like to invite N1 Bet Casino to join the conversation.
Dear N1 Bet Casino,
As the player has provided you with a lot of evidence for verification, do you still require additional evidence? If you were not satisfied with the provided pictures, have you considered a verification video call with the player as a more convenient and maybe even quicker option?
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7 months ago
Hello,
We believe that the issue the player experienced is no longer relevant. Let's wait for their response in case they have any remaining questions.
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7 months ago
Thank you for your response, N1 Bet team.
Dear Steinichen,
Has the N1 Bet team resolved the issue in the meantime? Has the verification finished successfully?
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7 months ago
Dear Steinichen,
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.
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7 months ago
Dear Steinichen,
Although it seems as though this issue has been clarified, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.
Don’t hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.
Best regards,
Michal
Casino Guru
