The player from Greece couldn't withdraw his money. The casino blocked his account claiming that they will help to process the withdrawal manually. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
N1 Casino - Player's account has been blocked.
Amount: €7,000
N1 Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
Public
1 year ago
Translation
From December 28, 2022 While I have uploaded all the necessary documents they reject my withdrawal on the 29th of the month. I contact their team, they ask me to re-upload a document that I had already uploaded. (December 29). After two hours it is rejected. To emphasize that the casino withdraws up to 4000 euros and in two days I had requested how much 4000 and 3000 the next total of 7000 euros. They tell me due to technical problems to send them by mail. In person iban details, bank address, swift code, etc. I send it. From that day on, they close my account, in order to make a manual withdrawal. that the withdrawal was approved and I am still waiting. Since then I have not been able to contact you and the account remains closed, I asked for the entire conversation with the casino to be sent to my email and I was asked for further personal information in order to they do. I sent them and they replied that they have the right to extend this request for two months, so I will wait. I should note that in the last communication with them, while they told me again that the request is being processed
Automatic translation:
Public
Public
1 year ago
Dear dimitrisdiamnt,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if it was your first withdrawal in this casino? Have you accumulated your winnings with or without an active bonus? When was the last time you accessed your account?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Kristina
Public
Public
1 year ago
Translation
It's my first withdrawal at this casino. I didn't have any active bonuses. The last time they let me in was Friday the 30th of December. Thank you very much, I'll let you know as soon as I have more.
Automatic translation:
Public
Public
1 year ago
Thank you very much for your reply, dimitrisdiamnt. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
Public
Public
1 year ago
Translation
The withdrawal took place today in full. However, I was banned from all pragmatic play games (which I won) but it doesn't matter because I'm not going to play at this casino again. 14 days I'm allowed to wait for the first withdrawal, but they don't deactivate my account and have no contact for the last 5. Thank you very much for your hospitality and interest
Automatic translation:
Public
Public
1 year ago
Dear dimitrisdiamnt,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
