The player from Greece has made a mistake in his personal data while registering new account. Unfortunately, the withdrawal is now pending due to incomplete verification. After a closer examination, we ended up rejecting this complaint as unjustified.
N1 Casino - Player has submitted incorrect personal data when registering.
Amount: €20
N1 Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Good evening, I am a new player and casino games in general. When creating my account, due to my bad memory I typed some of my details wrong. Nevertheless, I didn't notice and started playing. Then I decided to withdraw the small amount of 20 euros I had won but it was impossible. So I contacted the "send ticket" about the problem and they replied that I have to confirm the details by uploading (driver's license, electricity bill with name and residential address, as well as proof of deposit of the initial 10 euros that I deposited at the beginning). I am contacting you because I do not know how to change my details which have not yet been confirmed and others have been rejected. I would greatly appreciate any advice or help you can offer me. Thanks in advance.
Automatic translation:
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1 year ago
Dear giannakis1999,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that providing false or incomplete personal data is absolutely prohibited in all online casinos. I would strongly recommend avoiding this kind of action in the future and making sure all the provided information is correct before starting to play. However, I understand that you didn’t do it intentionally.
Could you please advise which exact info was incorrect? Have you communicated this issue with the casino directly? If yes, please forward any relevant communication to petronela.k@casino.guru.
Thank you in advance for your reply.
Best regards,
Petronela
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1 year ago
Translation
Player's additional comments:
Good morning and thank you for the prompt approach. The information I got wrong because I made a mistake in memory and translation (it was in English), was the ID of the diploma as far as I remember and the name/surname which, since it was a game, I didn't expect to have to type them exactly. Of course if that's the problem I'm willing as I was to provide the normal details.
I just tried to log in to my N1Casino account but I'm not allowed to log in because "Your account has been disabled". Meanwhile, last night I contacted a lady via voice chat about the problem with the data and she replied that they will check it and replace it with the correct ones (I can't log in to send you a copy of the conversation). I added that if they need any more help with the data I am available to help. They told me it wouldn't be necessary and to just be patient and they would take care of it. Nevertheless, playing again I managed to lose the entire amount I had collected of 50 euros after hours. The issue is that in the future when I deposit again (soon), I can also make a withdrawal.
This information so far. Any other question on the topic feel free to ask, thanks.
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1 year ago
Thank you, giannakis1999, for the clarification. Do I understand correctly that you played and lost your entire balance already? I'm sorry to hear that.
Which exact information was incorrect in your profile? Was it your name? Did you make a typo or you entered a completely different name, please?
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1 year ago
Translation
I put English characters instead of Greek and a different last name, and the wrong diploma ID, in the documents, however, I sent the correct ones.
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1 year ago
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After hours I received an email that says this: "Your account has been closed following a decision by the administration, for providing false Information during your registration." Even though we talked yesterday and different words were given now this... I also don't find it fair that you can make a deposit so easily without asking for particular details, but to make a withdrawal it needs such a long process and information. It could be requested in the first place.
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1 year ago
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future.
Since it seems as you made several mistakes while registering your account, these could be understood as a severe breach of terms and conditions.
For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
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