N1 Casino - Player’s withdrawal has been delayed.

I deposited fifty euros with bonus after I won I played until I redeemed the bonus and could withdraw them, from that time they started asking for identification documents which I sent, then they cancel the withdrawal repeatedly when I asked why they said there must be a problem with my bank and try to withdraw via bank transfer which I did, then they rejected it again when I asked the reason they said yes and well they will send it to the finance department to solve the problem (which I have not understood they accept deposit while withdrawal not and suddenly there is a problem ;) for twelve days they haven't done anything, they're mocking me with answers like be patient and they're just delaying my withdrawal for no reason and don't give explanations, I made a request again yesterday but I can't believe they've done anything

Dear 8221magda,

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

It is not delayed, it is constantly cancelled, and when I ask for the reason, they answer that they have made a request to the financial department to solve the problem, I believe that they are delaying to find excuses for not giving the profits, the last withdrawal request was made yesterday as a last ditch effort as he said chat representative

Thank you for your reply, 8221magda. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Do I understand correctly that you accumulated your winnings with an active bonus?

I have passed KYC verification. It's my first withdrawal because it's the first time I won, yes I had active bonus which I redeemed after many hours to withdraw, and since November 31st I'm trying to withdraw but it's rejected. I asked hundreds of times in the chat and they told me that they made a request to financial to see what happens just that. The request to withdraw the first one was made on November 31st, where it was rejected via credit card and they sent me to do it via bank transfer which was also rejected, in communication they told me that they sent a request to finance I think on 3/12 and since then of course the withdrawal was canceled again I contacted them and they told me to try again as a last resort. I keep asking them what is going on and they tell me the same thing, be patient you will be informed by email. the last withdrawal attempt was 9/12 after so many cancellations.

Thank you very much for your reply, 8221magda. 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.

I sent you an email

The money came in after 23 days, I have to say that the only positive thing was the twenty-four hour service of the representatives who can't do much when the matter is of a technical nature otherwise the only thing the casino created for me was insecurity as I could not get the profits m.

Dear 8221magda,

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