N1 Casino - Player’s withdrawal has been delayed.

Ich habe im Dezember 2020 30 € im Casino N1 über meine Kreditkarte eingezahlt ( ohne Bonus), ich habe ein wenig gespielt und beantragte eine Auszahlung in Höhe von 40 €. Diese Auszahlung wird mir seitdem verweigert. Aussage vom Onlinedienst: "Wir können Ihnen das Geld nicht auf ihre Kreditkarte setzen, weil ein Problem mit dem Transfer gibt ( ohne mir aber das Problem genau zu beschreiben) Sie müssen ein e Wallet Konto eröffnen, ein wenig Geld überweisen, dann erst können Sie das Geld abheben. Ich warte jetzt schon 4 Monate auf mein Geld, noch nie hatte ich solche Probleme

Dear kniwli,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Have you passed the KYC verification? Have you ever made a successful withdrawal before?

Have you tried contacting the casino regarding this issue? Please, forward any relevant communication between you and the casino to kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

Hi Mrs Stark

concerning my case, I have sent all the documents they needed; my credit card, my passport was accepted.

They did not accept my selfie ( the quality is not good enough) but as the Casino said, this is not the problem why we cannot pay out your 40 € (since Dezember 2020 ), so the Casino agrees to have all the documents they need in order to do a payout. However the Casino argues that they are not able to pay my money back on my credit card ( that was my initial pay in without any bonus), but they are not able to give me any reason ( valuable or not), they simply are not able to explain why they cannot transfer money bacl to my account (...it simply does not match).

Therefore I should open a new account ( e-wallet) and transfer a little amount in order to be able to get back my money. This kind of argument seems most strange to me because they do not give any valuable reason, I talked to them on their chat last week and they are not able to offer me any other issue.

Thank you very much kniwli for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello kniwli,

I looked at your complaint and will do my best to help you. I would like to invite N1 Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Hi, I am afraid to tell you that Casino N1 is not able to give my any reason ( valuable or not ) why it can't pay back my money, that is all. Thank you for your help.

Hello,

Thank you for your time and patience. We apologise for the delays and the inconvenience this may have caused you. Please be informed that we have forwarded your request to the relevant team, we will respond as soon as the necessary investigation is accomplished.

Once the information arrives you will be updated shortly!

Kind regards,

N1 Casino

Hello kniwli,

After the necessary investigation by our finance department, we can confirm that processing of withdrawal via Visa Credit Card is not available for your region. Unfortunately, not everything depends on the casino. Sometimes delays arise from the side of the payment system, and we cannot influence it. 

We would kindly ask you to make a minimal deposit via Skrill or Neteller and withdraw to it (deposit sum + balance). Please note that verification of the new payment method will be required. You will be asked to upload a screenshot of your e-wallet with its number/email address and account holder’s name.

Please don't hesitate to let me know if there is anything I can do.

Thank you for your patience and hope for your understanding!

Kind regards, 

N1 Casino

It would be important for me know what Casinos from what Country are not able to proceed to a pay out by credit card. This is totally new for me, I never had any troubles for a pay out of a VISA prepaid credit card.

Thanks a lot, I will try and manage to create an e-wallet

Hi, furthermore I have checked that is impossible for me to transfer money to an e wallet, when the transfer is about to take place the procedure of transferring the code on your handy is simply blocked.

I personnally would have thought that it should be more easy to transfer money in Europe !

Hello kniwli,

Thanks for getting in touch. Could you please clarify whether you have contacted technical support of the payment method to find out how to solve the problem of creating an e-wallet on your side?

Thank you for your collaboration!

Kind regards,

N1 Casino

Dear kniwli,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Ich komme damit n( technisch) nicht voran. Ich habe den Verantwortlichen von Casino N1 vorgeschlagen, sie sollten doch einfach den Betrag auf mein Konto überweisen. Es wurden nach mehreren Rückfragen alle Daten geliefert; eine Ablehnung des zu bezahlenden Betrags habe ich nicht mehr erhalten. Dennoch wurde die Summe wieder meinem Spielkonto überwiesen, es wurde kein Grund mehr erwähnt warum ich nicht die Summe erhalten sollte. Ich habe mittlerweile eine e-wallet mit einem Skrill-Konto. Ich müsste eine Summe von mindestens 20 € überweisen, das ist das Minimum, darum zögere ich, eine solche ¨Überweisung zu tätigen. Ich verstehe auch schlecht wie es möglich ist eine Überweisung über eine Kredtikarte zu akzeptieren, wenn der umgekehrte Weg nicht möglich ist. Ich warte jetzt schon ein halbes Jahr auf 40. €

Hey kniwli,

I want to inform you that I'm in contact with the responsible person and soon we'll have an answer from Casino. Please, allow few more days for investigation.

Additional comment from the Casino:

"Hello kniwli,

Unfortunately, at the moment there is no provider that processes withdrawals to cards.

We have taken into account your situation and are ready to reimburse the amount for opening an electronic wallet. Please let us know the exact amount you will spend when you open Skrill. This amount will be credited to your balance.

You also need to make a minimum deposit from the new payment method to link the payment method. The entire amount of your winnings, as well as the minimum deposit amount and the amount you spent when opening the e-wallet, will be withdrawn as soon as you request a withdrawal to Skrill. 

We would like to apologize for the experienced inconvenience and thank you for your collaboration!

Looking forward to hearing from you.

Best regards, 

N1 Casino"

Dear kniwli,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hallo, ich habe eine E-Wallet ( Skrill ) eröffnet. Ich kann aber nur Geld über eine Paysafe-Karte auf meine E-wallet überweisen, das geht nicht über meine Kreditkarte. Ich müsste also nochmal eine Einzahlung von 25 € auf das Skrill Konto tätigen per Paysafe-Card, ium anschliessend das Geld per Skrill Konto auf N1 zu überweisen, um die anderen 40 € eventuell abzuziehen. Ist es deshalb möglich ein 25 € Gutschein von N1 Casino zur Verfügung gestellt zu bekommen ( ist natürlich nur geborgt ) um meine 40 € endlich abheben zu können ?

Vielen Dank

Hello kniwli,

We are pleased to inform you that the balance has been sent directly to your bank account on June 18, 2021. The process may take up to 7 business days for the payment to reach you. Please, notify us when the funds are in your bank account.

Special thanks for your patience and understanding!

Kind regards,

N1 Casino

Ich danke Ihnen sehr, Casino N1 hat sich direkt an mich gewendet, die Daten wurden übermittelt.

B******* Frank

Dear kniwli,

can I consider this case as resolved or you are waiting for your winnings?

Ich warte noch auf den ( Minigewinn ), ich schicke Ihnen eine Nachricht sobald die Überweisung erfolgt ist.

Der Betrag wurde überwiesen, der Fall ist gelöst. Ich danke

Dear kniwli,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru