The player from Germany is not able to withdraw his winnings probably due to incomplete verification. We rejected the complaint because the player didn't respond to our messages and questions.
N1 Casino - Player's not able to withdraw his winnings.
Amount: €300
N1 Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
I deposited €200 and that turned into €300 which I would like to withdraw. All profile verification documents have been successfully uploaded but will not be processed. A payout is therefore not possible.
Automatic translation:
Public
Public
2 years ago
Dear Tino,
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. It can take a few business days to collect and review all documents.
Could you please advise which documents you provided and when exactly?
Have you tried contacting the casino regarding this issue? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
Hi there,
Yes, I used the contact form several times and asked when the verification will be completed. An upload of the actual deposit was rejected. I have now re-uploaded proof of deposit which clearly shows that I am the account holder. There you can also see all the details about the deposit, which are only possible when the account is logged in. I can't upload anything else because I only have online access at my bank.
The remaining documents were suddenly processed today. However, a payout is only possible if this last document has also been accepted.
Thank you for the great support.
Automatic translation:
Public
Public
2 years ago
Thank you very much for your reply, Tino. In this case, I would recommend that you wait for a few more days to give the casino enough time to review all documents. I will leave this complaint opened, so please keep us updated in the meantime, so we can proceed with this complaint accordingly. Thank you in advance.
