The player from Germany faced difficulties withdrawing money from the casino as he was required to take a selfie in front of his new house, which did not yet have a visible house number. He had already submitted all other necessary documentation for verification. The issue was resolved after he successfully submitted the requested selfie.
N1 Bet Casino - Player's withdrawal is delayed due to verification requirements.
Amount: €3,497
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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1 month ago
Translation
Hello casinoguru, for further verification I have to take a selfie in front of my house with the house number visible, but because this house is very new we currently don't have a house number on it, I have already provided all other proofs, bank statement selfie ID everything possible
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1 month ago
Dear Mare276,
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.
- Do I understand correctly that the selfie is currently the only requested document?
- Has the casino approved the rest of your documents?
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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1 month ago
Translation
Yes, I'm currently supposed to submit this selfie with the house number, my house doesn't have a house number on it yet because the painter hasn't gotten around to it yet. So it's difficult for me to take this selfie. Everything else looks good, the strange thing is I was able to make a withdrawal weeks ago and now everything has come again with the said selfie on top of that
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1 month ago
Translation
It may be that the issue is resolved, all documents are supposed to be correct now
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1 month ago
Thank you for your reply, Mare276. Could you please clarify your last message? Has your issue been resolved?
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1 month ago
Translation
Yes, the issue was resolved after I took a selfie in front of my house
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1 month ago
Dear Mare276,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Kristina
Casino.Guru
