The player from Germany faces repeated challenges in making a withdrawal despite having a fully verified account. After submitting requested documents, including a selfie with ID and a specific note, his withdrawals continue to be rejected due to contradictory requirements from customer support.
N1 Bet Casino - Player’s withdrawal is delayed by conflicting requirements.
Amount: €2,700
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Case opened
Current status
Waiting for player to reply
6d 14h 16m 58s
Case summary
9 hours ago
Public
Public
1 week ago
Translation
I've been trying for days to make a withdrawal, but unfortunately without success. I have fully verified my account, wanted to withdraw, and the withdrawal was rejected again with additional documents requested. I submitted everything, even though I already received an email confirmation that my account was fully verified.
The support bot keeps repeating itself and does not solve my issue.
I was asked to upload a selfie with my ID and a piece of graph or lined paper saying: "Hello N1bet 26.12.2024." I did that, and they said the paper must not be graph or lined, even though they initially said it needed to be. The chatbot contradicts its own requirements, and I feel like this is a stalling tactic, making me feel deceived.
I hope you can help me somehow. If you need any data or chat logs, please let me know, and I will promptly provide whatever you need.
Kind regards,
Automatic translation:
Public
Public
1 week ago
Dear lucweb040603,
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 did you send the last one?
Have you provided all the required documents as soon as possible and in the correct format?
Have you made any successful withdrawals before?
Did you accumulate your winnings with or without an active bonus?
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,
Dominika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Public
Public
9 hours ago
Dear lucweb040603,
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.
lucweb040603 has 6d 14h 16m 58s to reply
