The player from Switzerland has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet. The complaint was rejected because the player didn't respond to our messages and questions.
N1 Casino - Player’s winnings haven’t been received yet.
Amount: 10,000 CHF
N1 Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.9
N1 Casino has a Safety Index of 8.9, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
After I requested a withdrawal. Did this work first. At the next game, the amount was booked back. I live in Switzerland!! Pay for the games with my credit card and expect the amounts to be paid back. If it's not with my account ✨ there must be another solution. Thank you Virginia H***
Edited by a Casino Guru admin
Automatic translation:
Public
Public
2 years ago
Dear virginiahartmann79,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Public
Public
2 years ago
Dear virginiahartmann79,
We see no pending or processed withdrawals at our end.
You have to pass verification procedure at first.
All information in regard to it can be found in your email box.
Public
Public
2 years ago
Dear virginiahartmann79,
Have you received your withdrawal from the casino yet?
Public
Public
2 years ago
Translation
Good day
Now I know what went wrong. I live in Switzerland. However, I have the German delivery address, reported when registering N1. I buy a lot in Germany. When filling in automatically, the German address has been inserted. This was not intentional. This is the reason the payout/verification doesn't match. I wrote N1 support. Got no answer. When I log into my account, the page "Spielban" comes up in Switzerland. All verification details have been sent accurately. Is there another reason?? Many thanks for your help
kind regards Virginia H***
Edited by a Casino Guru admin
Automatic translation:
Public
Public
2 years ago
Dear virginiahartmann79,
Please provide this explanation to our support team and upload the other documents requested.
I hereby send you the answer.
This is the second part of this answer.
Public
Public
2 years ago
Hello everyone,
N1 Casino, thank you very much for your assistance.
virginiahartmann79, do I understand correctly that you created your account with incorrect details? Have provided the explanation together with all the required documents as requested by the casino representative?
Public
Public
2 years ago
Translation
I corrected the address. Now they want a PDF extract from the bank. Will get this done today
Thank you Virginia
Automatic translation:
Public
Public
2 years ago
Dear virginiahartmann79,
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.
Public
Public
2 years ago
Translation
Have submitted the documents for verification several times. The address has also been corrected. Old address/ new address.!!!
Casino N1 is often written in English!!! In addition, at least EUR 5,000.00 was deducted from the account. But not on my bank account. credited. The address was not submitted under false information. Since I often shop in Germany and thus save the German parcel address, I did not see that this address was given when transferring to N1. Kind regards, Virginia H***
Edited by a Casino Guru admin
Automatic translation:
Public
Public
2 years ago
virginiahartmann79, do I understand correctly that the casino confiscated €5,000? Was it because of the issue with your address?
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
2 years ago
Translation
Good evening Kristina
As requested, I had sent the correspondence between N1 and myself to her email address. That the 5,000 euros were suddenly no longer in my account. Exactly the same thing happened with the second player account "f***@bluewin.ch". I was not informed at all. The money was just gone!! Can't understand. Maybe you can help me. Kind regards, Virginia H***
Edited by a Casino Guru admin
Automatic translation:
Public
Public
2 years ago
Do I understand correctly that you had more than one active account at this casino?
Public
Public
2 years ago
Translation
With the account 2. f***14@bluewin.ch, I could not log in. v***79@gmail.com there is no more money!!
How things are going is not clear to me.
Kind regards, Virginia H***
Edited by a Casino Guru admin
Automatic translation:
Public
Public
2 years ago
Please understand that having more than one active account per casino is prohibited by the vast majority of online casinos and this is probably the reason why your accounts have been blocked.
Could you please advise if you activated any bonuses on both of your accounts? Have you accumulated 10,000 CHF (dispute value) with or without an active bonus?
Public
Public
2 years ago
Could you please advise if you activated any bonuses on both of your accounts? Were both accounts active at the same time?
