The player struggles to withdraw his money due ongoing verification. We rejected the complaint because the player played their balance down to zero.
N1 Bet Casino - The player struggles to withdraw his money.
Amount: €100
N1 Bet Casino
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Closed
Our verdict
Other
REJECTED
Case summary
2 years ago
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2 years ago
Translation
I've been trying for weeks to have my profit of 100 transferred to my account. But again and again I am asked to send transfer data. I have done everything. Exactly as requested. But the same instruction keeps coming: I am supposed to prove the transfer from December 3rd, 2022 and from December 8th, 2022. In the form of a complete bank statement where my name, address and the respective amount can be seen as requested. I did. I don't understand what exactly that's supposed to be good for. Verify OK. But should he make demands? Absurd. I hope you can help me. You may have more success.
Many Thanks
Gottschalk
Automatic translation:
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2 years ago
Hello toomy500,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with N1 Bet Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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2 years ago
Translation
Hi
The verification process has been going on for many weeks and is not yet complete because it is being rejected again and again. My ID would be approved. My address has been approved. The last time I was in contact with support was yesterday. But it l@uft always comes down to the same thing. That I should prove exactly that it was me who transferred 50 euros from my account on exactly December 8th, 2022 at around 6 p.m. Yes, I have and I have already sent a screenshot at least 10 times showing that I had transferred it from my account. I don't understand why this is all so difficult? When I transfer money to them, it takes seconds and nobody asks for anything. I'm really mad that they can do this to you
thanks
Gottschalk
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2 years ago
Hello toomy500,
I believe they would like to see that the payment provider you used to deposit belongs to you - some kind of account statement showing your name as the owner of the method. Did you send such a document to the casino?
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2 years ago
Translation
Yes, I submitted such a document, a complete bank statement
Automatic translation:
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2 years ago
Thank you toomy500 for all the information provided so far. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Hi toomy500,
I've just reviewed your case and am very sorry that you came across such an issue. To help you resolve the problem, I will contact the casino.
I'd like to invite N1 Bet Casino to join this conversation and participate in the investigation. Can you please provide us with any reason for the issues with the player's bank statement, which causes the problem with the withdrawal request for the player?
Best regards,
Tomas
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2 years ago
Hello,
Bank statements were rejected as we could not see a detail due to a tiny format of images.
The way we see, you provided a photo of the last deposit, but we see only a receiver of the payment.
We'd appreciate if you could just upload a bank statement for Dec 8, where we could see a bank account holder, IBAN and a sum of the deposit. Then your verification can be considered complete.
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2 years ago
Dear toomy500,
Could you please provide the casino with a bank statement for December so they can verify the necessary information and proceed to verify your account?
Please let us know once you have done it. Thank you.
Kind regards,
Tomas
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2 years ago
Dear toomy500,
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.
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2 years ago
Translation
Hello
Yes, I will send a complete bank statement to N1 bet again in the hope of finally getting my winnings.
A heartfelt thank you
Gottschalk
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2 years ago
Translation
Hello
I would like to tell you that I really don't have the energy anymore to bother with a game provider. I let it be now and gambled away my 100 euros. I will play until the money is finally gone. It's sad how this provider deals with you. Apparently the system has them. Rejecting or questioning everything long enough until the customer loses interest and simply gambles away his money, as is the case with me.
It's a real shame.
I thank you for the help
Gottschalk
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2 years ago
Thank you, toomy500, for your reply. Unfortunately, as you have played your balance down to zero, I’m afraid there’s nothing we can do and I’m forced to reject your complaint.
I’m sorry I couldn’t be of more help. I hope you won't come across a problem like this again, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Kind regards,
Tomas
