N1 Casino - Player’s account has been blocked.

On 29 - 12 - 2019 I created an account on N1 casino because I like to gamble once in a while. I deposited a few times a few hundred euros on my account to play some monopoly live because this was my favourite game. In the first 13 days of gambling at N1 casino I deposited over 1500 euros on my account. After a few days of losing a lot of money I finally won big on the 11th of January 2020, I was very lucky and won 6000 euros on monopoly live during a 4 rolls bonus round with a multiplier. Unfortunately I lost 4000 euros after the big win but decided to cash out the rest of the money which was still 2000 euros. They responded quickly and told me that I hadn't verificated yet. I knew this was one of the obligations for a withdrawal so I decided to gather my information so i could verify my account and receive my money. The documents they asked were proof of address, proof of ID and a bank statement. So I logged into N1 casino and I uploaded those documents. The verification went well and the documents were approved. I knew I did everything right at this moment so it was just a matter of time when I was going to get the money I deserved. A few weeks went by and my withdrawal was still not approved. I was going to log into N1 to check if something went wrong but I was not able to log in. The screen said that I was under an investigation. I was shook because I did everything they asked and now they came up with something new that avoided them withdrawing the money. I emailed them immediately to ask them what the problem was. Another few weeks went by and they mailed me back and told me that I had logged in from two different IP addresses. This was because I borrowed a phone from a friend of mine because my screen was shattered, and yes I have been gambling on that phone. I do not know if that was the problem but i do not see how that can be an issue. It was only me who gambled and I do not know what an IP address has to do with it. They mailed me that the account was under an investigation and that they will have a report of the IP addresses within 4 to 6 weeks. I waited a few weeks and still did not receive an email form N1 casino. At this moment I was done with all the fuss and decided to leave it as it is for a couple of months. That was until December 2020 were I decided to go after the money again. I tried to log in but once again I couldn't. This time it was because my account was deactivated. I mailed them again but they did not respond to that email.

That's why I asked a third party to help me out because I am desperate at the moment. I recently moved out and I could really use the money right now. I'm hoping someone is able to help me and I appreciate the time spent looking at this case. I hope to hear from you soon.

Kind regards,

Cas v** M***

Dear Cas,

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 to petronela.k@casino.guru? Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Petronela

I didnt play with a bonus just with my real money!

Thank you very much, Cas, for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.

Hi Cas,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite N1 Casino to the conversation to participate in the resolution of this complaint.

Hello, everyone

Dear Casino Guru, 

Thank you for contacting us.

Dear Cas, 

We are sorry to hear of the issues you have been experiencing with this. 

As soon as the necessary investigation is accomplished, we will contact you with a result as soon as possible.

Thank you for understanding!

Kind regards,

N1 Casino

Hi, thank you. I will set the timer to 7 days and will wait for a reply.

Dear Сas,

Thank you for your patience.

We reviewed your case. As far as we can see your cashout was cancelled the reason behind verifying the player's identity on January 11, 2020. You revoked the payment several times to continue playing. Since you did not provide the required documents, your withdrawal was rejected the second time. Please note, we take the verification process very seriously to prevent any type of financial fraud at our Casino. 

Then money came into your player's account, you started to play them, lost the balance (the last bet was made on January 12, 2020  06:34) and after that, you established self-exclusion. 

We would like to inform you that your account is closed forever and cannot be active for the game activity under any circumstances. 

Dear Casino Guru Complaints Team, let me, please, know if any additional information is required. 

Thank you in advance!

Kind regards,

N1 Casino

Hi N1 Casino team,

Thank you for your reply. What happened to the disputed amount of €2000?

Hello,

Unfortunately, the player lost the balance completely.

Kind regards,

N1 Casino

Thank you for your reply.

Dear Cas,

If you spent all your funds on games, I'm not sure how we can help you.

Dear Cas,

Unfortunately, we are forced to reject your complaint since you played all your funds. I wish I could be of more help.

Best regards,

Peter