HomeComplaintsN1 Casino - Player is struggling to verify their account.

N1 Casino - Player is struggling to verify their account.

Amount: €5,500

N1 Casino
Safety Index:High
Submitted: 05 Apr 2022 | Case closed : 20 Apr 2022
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 years ago

The player from Austria is dissatisfied with the verification process. We rejected the complaint because the player didn't respond to our messages and questions.

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2 years ago
Translation

Hello, I need urgent help.

I have already deposited so much at N1 Casino. Now I've finally won. I wanted to verify my account for the payout. I have submitted all the required documents. But now they want screenshots of my online banking.

I even did that to show that the deposit was made from this card.

Now even that is not enough. Would you like an excerpt that shows EVERYTHING? In the terms and conditions it is very clear that a photo of the card from which you paid is sufficient.


Urgent help please

Automatic translation:
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2 years ago

Dear erlamp1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

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2 years ago

Dear erlamp1,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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2 years ago

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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