N1 Casino - Player believes that their withdrawal has been delayed.

hello, I have a big problem. I opened an account with this company a few days ago. I deposited about 500 euros, everything went well until I won 2500 euros. After I started my first withdrawal and sent all the documents they asked for, they canceled it .this has happened 15 times so far. I was talking to them in the chat and they told me that everything is fine, the account is identified and you can immediately make a withdrawal. why are they lying to me?? can you help me please??

Dear Thomkan,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

my account is verifyed, they told me more than 15 times in the messages I was talking to the service department and that I can request a withdrawal without a problem, but they keep canceling it all the time.

Hello,

We could not find a user under this email, please write the email address which is associated with an account.

Hello everyone,

Thank you both for your replies.

Thomkan, could you please provide the required information so that the casino can find your account?

Dear Thomkan,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.