The player from Germany had been unable to provide a full bank statement from March 1st until the present as requested by N1Bet for withdrawal. The bank had only provided monthly statements, and the casino had been unresponsive to explanations, holding onto the player's winnings of 40€. The player had claimed that he had already provided all necessary documents and screenshots of transactions, but the casino had requested more verification. The player had also stated that he had successfully withdrawn funds before. After the Complaints Team had intervened and contacted the casino, N1Bet confirmed that the player's documents were in order. The player had confirmed that he had received an email from the casino and was then able to withdraw funds successfully. The Complaints Team had then marked the complaint as resolved.
N1 Bet Casino - Player's withdrawal obstructed by document request.
Amount: €40
N1 Bet Casino
Safety Index:HighCase closed
RESOLVED
Case summary
I have previously made a withdrawal with N1bet. Recently, I wanted to make another withdrawal, but was abruptly told to "upload a full bank statement from March 1st till today (7th April or so)". I bank with Sparkasse and I have an online account from wherein I receive a bank statement for the previous month in my electronic mailbox on the first day of every month. This is the only bank statement that one receives. I contacted support and explained that I only have the statement from March 1st to April 1st, they advised me to send the statement which I did. Three days later, the document was still pending approval so I contacted support again. They then told me that they need a bank statement from March 1st till today. I explained to them that due to my bank's policy, this was impossible, to which their response was, in no uncertain terms, "too bad for you". I am willing to go the extra mile and do whatever is necessary to be able to make withdrawals again, but the only answer I have received so far is: "No, you must follow the exact procedure that is impossible for you." I am a student. I only have 40€ in my account. The entire situation is simply ludicrous. I found it utterly offensive that my hard-earned money is being withheld due to an absolute lack of cooperation and unnecessary verifications. The casino is taking advantage of my unusual situation to deny me of my withdrawal rights. If N1Bet continues to be uncooperative, I assure you that I will make sure every popular gambling forum contains a detailed entry describing my terrible experiences with the casino.
Please help me enable withdrawals again.
Dear Schmebulog,
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.
- Are the deposits you made to the casino visible on the bank statements you provided?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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
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.
I have already withdrawn once so I don't know why they ask me for even more verification just now. I have given they all of my official documents and screenshots of transactions already, so I'm sure that they know it's me and that I'm the only one involved with my account in any way, I just feel like they are stalling me at this point.
All deposits and withdrawals made within the timeframe of the bank statement that I have are shown there.
They seem to have deleted the conversation with the person that told me it would be fine if I just upload what I have. I definitly had that conversation with a person from their support, but now that conversation can't be found. I saw the problem 3 or 4 days ago, but there is no conversation shown from that timeframe even though I obviously contacted the support then. I still have a more recent conversation I can show you though.
As you can see in these conversations, I tried everything possible. As I already said, the only answer I got from my bank is "it's not possible". If it would be possible, all of this wouldn't be necessary, which I obviously prefer, but it's just not possible.
I have already given the site images of my ID, proof of my adresse and screenshots of deposits. Still, I am very much willing to give them as much relevant information as needed to the best of my ability, as I am the rightful and honest bank account and N1Bet user.
However, the information requested by N1Bet is simply inaccessable and impossible to obtain for the rightful bank account owner, which is me, until the start of may 2024, as I will receive a full bank account statement for the entire month of april from the bank then and only then. I have already tried my best to receive the requested bank statement from my bank, which led to nothing but failure. As I already said in one of the screenshots from the support chat, I would be more than happy to provide 2 full bank statements from both the month of march and april, as soon as I get sent april's bank statement from my bank, which should be the first of may. Since those 2 bank statements would contain all the information requested by N1Bet and more, I don't see how it could possibly be insufficient. I can also upload an image of myself with my ID card and my face and the N1Bet site in the background. Really anything their heart desires, as long as it's realistic and reasonable.
As you have said it yourself Tomas, the KYC process is used to identify the user of the sites services, so using that exact process to harm an honest user is completly contradictory to its whole purpose.
Slightly beyond the topic:
As I would be eligble to receive a big cashback bonus next monday if I make a deposit this week, time is of the essence for me, since currently I am understandably hesitant in making a deposit for a bonus that I'm not sure if I will ever be able to withdraw given that I actually win something from it, so I hope that you can give me an update from N1Bet's side soon or atleast maybe give me your opinion on what I should do regarding the possible cashback bonus. Of course, that would only be seen as informal guidance and you will not be legally bound in any way whatsoever, which is obvious to me atleast, but I still wanted to say it just in case.
I have now found the conversation with the support, that I said was deleted. It seems to not have been deleted. It could apparently only be seen when opening the support from a different point in the site, which is why I didn't see it earlier and assumed it must've been deleted. My apologies for that. Here is the conversation with the support.
I believe the casino is asking for a complete bank statement, with the transaction visible on the bank statement list of transactions.
If you deposited in April only, the transaction will only be visible when you receive a new statement on 1st May or beyond.
Please let me know if I understood the situation correctly.
I have already made deposits through the same deposit methods in march that i have been using in april and even withdrew in march through that same method. Since i deposited with an instant deposit method, it was also immediatly visible in my bank account. Now all of a sudden they require these documents.
Thank you very much, Schmebulog, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.
Dear Schmebulog,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite N1 Bet Casino representative to join this conversation.
Dear N1 Bet Casino,
Could you please provide us with clarification regarding this case?
Thank you in advance,
Mirka
Dear Player
We sincerely apologize for any inconvenience caused regarding your withdrawal request.
Upon reviewing your case, we have verified that your documents are in order.
Alright, thank you.
I have also received a confirmation per e-mail that I can now withdraw funds as normal again so I am assuming it should work now. In case it doesn't, I will just open up a new complaint, but until then I'm good. You can now close the case, Casino Guru.
Thank you for the help!
Dear Schmebulog,
Could you please confirm, that you have been able to make a successful withdrawal?
Dear Schmebulog,
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.
Hello CasinoGuru,
I hereby confirm that I can successfully make withdrawals.
Dear Schmebulog,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
MIrka
Casino.Guru
