The player from Germany is having problems completing the verification process with N1 Bet Casino. The casino requested specific elements in the picture, some of which are impossible for the player to include. After our intervention, we were able to help the player to get their winnings. The player confirmed they received the funds in the end. The Player’s complaint has been resolved successfully.
N1 Bet Casino - Player is unable to complete the verification process.
Amount: €50
N1 Bet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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10 months ago
Translation
N1 Bet makes it impossible for the customer to complete the verification process and also does not respond to email inquiries on this subject. Background: for verification, a selfie was requested in front of the residential building specified in the profile with ID and a piece of paper with the date. I have sent this in a legible/recognisable manner. The house number was also clearly visible. This was denied and a new photo requested. This time the sheet of paper should be squared (and not white), and a "Hello" should also be written in front of the date. That wouldn't be a big problem either, but the street name should also be legible. This is not feasible because there is only one number on my house and the street sign with the name - as is usual in Germany - is at the beginning of a street and is 50 meters away. It is therefore impossible to take this picture and I have told the casino this on numerous occasions, asking them to accept the photo that has been submitted so far. This did not happen and there was no response. The previously requested documents such as identity card and electricity bill are also available to the casino and have been approved.
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10 months ago
Dear systemhans,
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.
I fully understand your frustration after being asked for such a photo from the casino for the purposes of verification.
Could you please advise if it's possible to verify the address using for example Google maps street view? Do I understand correctly you provided the casino with the photo of your house with the house number without the street name? Did you suggest submitting a video to the casino where the requested information would be visible?
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,
Tomas
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10 months ago
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Hello Tomas, thank you for accepting my complaint. Exactly - I sent a photo of myself in front of my house with the house number clearly visible. The resolution of Google maps and Street view is far too low to read a street name. Of course one could take a photo/video of the street sign, but this is far from my house and there is no way to publish the name and house number together.
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9 months ago
Before we confront the casino, could you please send me the correspondence from the casino regarding the issue? Please send any relevant emails, and chat transcripts to my email at tomas@casino.guru
I'll await your reply.
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9 months ago
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Hello Tomas,
Thank you for the feedback. I have just forwarded all the necessary emails to you. Thank you in advance.
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9 months ago
Thank you very much, systemhans, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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9 months ago
Hello systemhans,
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.
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?
Maybe a verification video call with the player would be a more convenient option, what do you think?
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9 months ago
Hello,
We have suspicions regarding the player's selfie (undoubtedly, we can share our thoughts with Michael), so we would like to give another chance, if systemhans doesn't mind, of course.
We would like the player to upload a selfie with your ID document and a sheet of paper with the text 'Hello n1bet' + current date. It should be noted that the sheet of paper should be lined or checkered.
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9 months ago
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Hello Michal + Tomas, thanks for your help. Please leave the issue open until the case is resolved. I'll report when the time comes.
Hello N1Bet Casino, thanks for the reply.
Of course I can upload an image with the now changed requirements. That's no problem and then "your suspicion" should certainly be cleared up quickly.
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9 months ago
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I just uploaded an image that exactly matches the requirements set by " N1 Bet Casino
Casino representatives" were called yesterday. This was immediately denied again, citing the old previous requirement to complete the verification:
. " Please upload selfie with your ID + a note on a checkered/lined piece of paper saying "Hello, and current date" against the background of your house with address visible. Please note that the sheet shouldn't be monotone. Use a sheet with additional textures, eg checkered one. Make sure arm holding ID is visible, including elbow. Thank you for your patience!
I ask the "casino representative" to clarify this with the department and finally do the verification.
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9 months ago
Hello systemhans,
Could you please provide an explanation as to why the photos in question were taken in October 2020 and subsequently edited?
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9 months ago
Translation
Hello N1, yes I can explain that. Each camera has an internal date/time setting. On my Nikon camera with which the photo was taken, I never updated this parameter after purchase: that's why there is an old date there. I edited the picture taken on 07/08/23, also on 07/08/23, because I formatted it smaller on the PC so that it has 506 KB instead of 12 MB and can be uploaded more easily.
My identity card was photographed with the same camera and also accepted by N1. So I don't understand the problem with this photo and I really hope that everything is clarified now. Thanks very much.
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9 months ago
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I'm glad we did it. As I see in my profile, the document is now accepted. The verification should now be complete - unfortunately I haven't received any mail or information about it from support and I hope that this will happen soon so that there are no further irritations. Thanks very much.
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9 months ago
Dear systemhans,
Thank you for your responses and explanations. It makes sense to me, so I hope N1Bet Casino team will now be able to finish your verification and continue with your withdrawal.
Dear N1Bet Casino team,
I believe the situation has been sufficiently clarified, can the verification of the player be finished now and are you able to continue with the withdrawal process?
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9 months ago
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The money has just been transferred and the case can be considered solved. Many thanks to the Casino Guru team: without your help I have to assume that I still would not have received an answer from the casino and they would have insisted on the requirements that many customers could not solve. Best regards.
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9 months ago
Great news, systemhans. I'm glad to hear your verification was successful and that you successfully received your winnings.
As the complainant confirmed that the issue was solved, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Michal
Casino.Guru
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