The player from India faced account closure after attempting to verify his identity, which included a request for an image of a street name that was difficult for him to provide. The casino informed the player that the account was permanently closed, and no refund could be issued despite him having 488 euros remaining. The Complaints Team reviewed the situation and found that the player's submitted photograph for verification had been edited, violating the casino's policies. Consequently, the complaint was rejected as the account closure and confiscation of the balance were in accordance with the casino's Terms and Conditions.
N1 Bet Casino - Player's account has been closed.
Amount: €488
N1 Bet Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 months ago
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2 months ago
Translation
I had 488 euros remaining in my account and needed to submit all the verification images.
They requested an image with a street name, which was a bit challenging because we don't have something like that here. Now, I wanted to upload it, but they have blocked my account and I can no longer access the money. They stated, "I'm sorry to inform you that your account has been closed based on a decision made by our administration. Regrettably, this decision is final, and we are unable to reopen your account. As you have already used the account, a refund cannot be issued."
Automatic translation:
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2 months ago
Dear Dukhu,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Could you please specify if your account was blocked before you managed to upload a photo of your street?
Have any of your identity documents been approved by the casino?
What types of games did you play? Were they slots, live casino games, or did you make bets on sports?
Could you please explain the sentence: "As you have already used the account, a refund cannot be issued"? Does it mean that according to the casino, the balance in your account at the time of its closure was zero?
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
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2 months ago
Translation
hello, thank you very much for the quick reply
I think the normal ID was accepted but I couldn't upload the one with the street name because the account was already closed.
I bet on sports
and I don't understand the sentence either
I couldn't withdraw anything, so the account wasn't at zero
Automatic translation:
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2 months ago
Please forward me all the communication between you and the casino, including the email you received after your account was closed, at veronika.l@casino.guru. Thank you for your cooperation, and I look forward to assisting you further.
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2 months ago
Translation
hello thank you very much, I have forwarded the mail
Best regards
Automatic translation:
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2 months ago
Dear Dukhu,
Thank you for your email. I’ve reviewed the photograph you sent me, and I understand why the casino rejected the previous photographs you submitted for your verification. The photograph you sent me is clearly edited, which violates the casino's verification policies.
Please understand that when submitting any photographs for verification, they must be genuine and unaltered. The casino requires these to confirm that you are the rightful account holder, living at the address listed in your profile and that your identity documents are correct.
Submitting edited or altered photographs is strictly against the casino’s Terms and Conditions, and unfortunately, it usually results in the confiscation of your balance and the blocking of your account.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards
Veronika
