The player from Germany has requested a withdrawal a month ago. Unfortunately, it has been pending due to ongoing verification. It shows that player provided access to his account to third party which is actually breach of Terms and Conditions.
N1 Casino - Player is struggling to withdraw his winnings due to unfinished KYC verification.
Amount: €2,015
N1 Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
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3 years ago
Translation
Hello,
I have the following problem at Casino N1 Casino.
I would like to make a withdrawal but this requires a verification of my profile, pictures of my passport, an invoice with my current address and the deposit from online banking. I have done all of this, but for the past 1 month I have been discussing with support how long this will last, and every time I get a different answer. I was also once written that you can see in the pictures that I used the online banking of a friend to make deposits, this has all been correctly clarified with my friend and has never been criticized by the support for 1 year only when it came to the Payout went. When I tried to contact the support again, I was advised that the management would take care of it as soon as possible (waited 2 weeks) after which it was said that you have technical problems.
I ask you for help with what else I could do, thank you in advance.
Automatic translation:
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3 years ago
Dear Tamas,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please forward any relevant communication between you and the casino to petronela.k@casino.guru?
Additionally, please advise if this were your first withdrawal attempt in this casino.
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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3 years ago
Translation
Hello
Unfortunately, I cannot send any screenshots of the communication between me and the casino, as this took place in a live chat and it is deleted when it closes. When I try to contact the support I am always connected to a new support agent, I could not contact anyone by email because the casino's memory capacity was reached.
Edited
Automatic translation:
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3 years ago
Hello,
Could you please advise if this were your first withdrawal attempt or you've previously withdrawn winnings from this casino?
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3 years ago
Translation
Hello,
This is my first attempt to withdraw from the casino. But never went because the verification is still pending.
Best regards
Tamas ***
Edited by a Casino Guru admin
Automatic translation:
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3 years ago
Thank you very much, Tamas, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hello Tamas,
I looked at your complaint and will do my best to help you. I would like to invite N1 Casino into this conversation. Can you please specify what is the problem with player’s withdrawal?
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3 years ago
We would like to ask the N1 Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
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3 years ago
Translation
Hello
Casino N1 has just deleted my account. My profile was finally verified and I wanted to make my withdrawal. Then they asked who the account belongs to and this belongs to a friend, everything was deleted and my profit confiscated.
What can I do now ?
Edited
Automatic translation:
.
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3 years ago
Dear Tamas,
Unfortunately, you broke Casino's Terms and Conditions and there is nothing to do. I am sorry but it's clearly written in their TCs that player should register personally and shall not provide access to his account to any third party. We are rejecting this case as unjustified.
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