The player from Germany had won 190€ and attempted to withdraw 100€. The casino had requested multiple documents and an explanation after she had deposited money using her husband's Paysafe account. As a result, her account access was blocked while her balance was pending. The Complaints Team determined that she had violated the casino's terms and conditions by using a third-party payment method. Despite her acknowledgement of the mistake, we couldn't assist her in resolving the case due to this breach of rules. The complaint was subsequently rejected.
N1 Casino - Player's account closure after deposit issue.
Amount: €190
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
Hello. I won 190€ yesterday and wanted to withdraw 100€ of it. The casino requested that I verify my identity, which I did as far as I could. Unfortunately, I made a deposit using my husband's Paysafe account. The casino demanded numerous documents from me (passport, deposit slip etc.) and a statement explaining why I deposited via the wrong account. I uploaded all these documents.
Now the casino has completely closed me off; I cannot access my money and they are constantly saying that the manager is handling it. I'm now worried that I won't be able to use this balance any further.
Automatic translation:
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1 year ago
Dear janagunschmann,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found (here):
The Company does not accept third party payments. You must make deposits only from a bank account, bank cards, e-wallets or other payment methods that are registered in your own name. If we determine during the security checks that you have violated this condition, your winnings will be confiscated and original deposit returned to the owner of the payment account. The company is not responsible for the lost funds deposited from third party accounts.
Furthermore, please check our Fair Gambling Codex for Players:
"Payments
For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."
Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.
If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.
Thank you very much in advance for your reply and understanding.
Best regards,
Petronela
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1 year ago
Dear janagunschmann,
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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1 year ago
Translation
Hello . Yes, that was our mistake, which I now understand.
Best regards
Jana G*********
Edited by a Casino Guru admin
Automatic translation:
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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. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
