The player from Germany had his withdrawal withheld due to a third-party deposit. Although it seems as though this issue has been resolved, the complaint was rejected because the player didn't respond to our messages and questions.
N1 Casino - Player’s withdrawal has been withheld.
Amount: €1,400
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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Had to upload 100 documents, but something always didn't fit. They are always looking for reasons to refuse my payout. Now they want to know why my girlfriend gave me money and they want a handwritten letter from my girlfriend explaining why. They now have bank statements from the last 6 months, payslips from the last 6 months, Skrill transfers from the last 6 months, Paysafecard transactions from the last 6 months, ID, income tax return 2022, my girlfriend's handwritten letter, my girlfriend's ID. Every day they reject the payment again and look for something new. Hands off, keep trying the payout now.
At the very beginning, only the following documents were requested:
__________
1. What is your main source of income?
·Salary - employment
Salary - self-employment
·Pension
Dividends
·Inheritance
·Winnings
Savings
·Sale of property
Crypto mining
trading
·Other - please specify
2. Do you have other sources of income?
·Salary - employment
Salary - self-employment
·Pension
Dividends
·Inheritance
·Winnings
Savings
·Sale of property
Crypto mining
trading
·Other - please specify
3. What are your total annual earnings?
€0 - €29,999
€30,000 – €49,999
€50,000 – €89,000
€90,000 +
4. What is your expected level of spending per year?
€0 – €10,000
€10,001 – €20,000
€20,001 – €30,000
€30,001 – €40,000
€40,000 +
5. What is your employment status?
Employed (full time)
Employed (part-time)
·Self-employed
·Temporarily not working
·Unemployed
·Retired
·College student
6. What is your primary occupation (job title)?
·
Should you have any questions or doubts, please do not hesitate to contact us via email or via live chat.
Best regards,
N1 casino team
_____________
When I did all this, the payout was denied because they want the February 2023 payslip. (Already on February 28). I said I don't have it because I haven't gotten my salary yet to get the statement in the mail. Then it all went back and forth and they still refused the payout. When I received the payslip in the mail, I uploaded it straight away. The answer was: All required documents have now been uploaded. We will forward the documents and process the withdrawal. I ask a day later. Suddenly they wanted to know why my girlfriend gave me money? I then told them how and why. Then the payment was rejected again and they wanted a letter with the reason and yellow amount that my girlfriend gave me + period + ID card + my girlfriend's signature. When I did all that, the withdrawal was again declined and told it must be handwritten. When I wrote it by hand and my girlfriend signed it, it was rejected again. Rationale: She must write the text from the first-person perspective. Now she wrote it again, held it next to her face and on the other side of her face her ID card. I'm curious what's coming tomorrow, maybe N1Casino doesn't fit your handwriting or the color of the pen wasn't right. I'll keep you up to date :)... It's certainly also against data protection... Evidence or screens from all the correspondence (where you can see that they are constantly coming up with new requirements) are of course available. You send everything by email.
Best regards,
Tobias
Automatic translation:
Public
Public
1 year ago
Dear TobiasVIO,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I hope I understood correctly that you used your girlfriend's payment method to deposit funds into your casino account.
Please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players:
"Payments
For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."
Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand.
If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.
Thank you very much in advance for your reply and understanding.
Best regards,
Public
Public
1 year ago
Translation
That's absolutely not true, there wasn't a moment where someone deposited for me? How do you get the crap?
Automatic translation:
Public
Public
1 year ago
Translation
The money I deposited was my money. The account is my account. How do you know I share the account with my girlfriend and I used her money? Just because she wires me money (so she doesn't spend it) and wants to use it to get a car? Biggest nonsense I've ever heard. According to this logic, all transfers from third parties to an account are then seen as part holders. In other words, I pay a colleague €300 because he bought me something, according to your logic, is he then part owner of my account? My girlfriend has absolutely nothing to do with my money nor with my account? Do I now have to worry that my salary payments are only "friendly" transfers and my employer is also a part owner of my account? I ended up sending the casino all the documents showing that the account is in my name, it's my money, I have a steady income, etc. The only thing my girlfriend has given me any significant sums of money for is the car I got you then bought (3500€). I can also offer the bill for the car and a photo of the car, or I have offered it to the casino.
The problem is very simple, they keep rejecting my withdrawals and requesting some new absurd documents every time. Once I have delivered them, the game starts all over again.
Edited
Automatic translation:
Public
Public
1 year ago
I do apologize for the misunderstanding. As I wrote in my very first reply, I hope I understood the issue correctly, obviously, I didn't. I assumed that if all those documents were requested from the casino, that you used your girlfriend's payment method or a joint account to deposit funds into your casino account. Additionally, please understand that all your messages are translated from your language to English and therefore, we may get lost in translation sometimes. Thank you for your consideration.
I can see now that the issue is that the casino investigates the Source of Income. Is there any relevant communication that you'd like to share with me before we'll proceed to contact the casino directly? My email address is petronela.k@casino.guru. Looking forward to hearing from you.
Public
Public
1 year ago
I didn't know about the English. Then I would have written directly in English. The payout is still not carried out and every time I am put off and should be. Otherwise there is no news yet. Thank you for your efforts.
Public
Public
1 year ago
Thank you very much, TobiasVIO, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
1 year ago
Hello TobiasVIO,
I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.
We would like to invite N1 Casino to join the conversation.
Dear N1 Casino,
Can you please provide more information regarding the player's verification issues? I understand that you are entitled to request various documents from the players as a part of the KYC and AML process, but it looks like the player has provided you with a wide variety of documents, were these not sufficient? What other documents are required to finally successfully finish the KYC and AML process?
Public
Public
1 year ago
Hello,
Just to clarify, we didn't identify any 3rd party methods used - the player made deposits with the use of his own wallets, bank accounts.
We have reviewed your accound once again and deeply apologize for that your time was wasted due to additional verification.
Given your situation, the statements and explanations provided, nothing more is necessary and won't be requested.
In the case of the next withdrawal, you will only need to reload the documents within the framework of KYC, nothing more.
Public
Public
1 year ago
Thank you for the response N1 Casino.
Dear TobiasVIO,
As per the N1 Casinos response, your verification should have been done successfully and you can request a withdrawal, please let me know if everything is OK for you now and if we can consider your complaint to be resolved.
Public
Public
1 year ago
Dear TobiasVIO,
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
1 year ago
Dear TobiasVIO,
Although it seems as though this issue has been resolved, as we haven't had a further response from you to confirm this we are, unfortunately, forced to reject this complaint. There is not much that can be done without your cooperation.
Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Michal
