HomeComplaintsN1 Casino - Player’s withdrawal was delayed.

N1 Casino - Player’s withdrawal was delayed.

Amount: €400

N1 Casino
Safety Index:High
Submitted: 22 Jul 2020 | Case closed : 09 Nov 2022
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

1 year ago

The player is experiencing difficulties withdrawing his winnings because he cannot use a preferred payment method. After reopening the complaint the casino provided evidence suggesting that the player played their winnings instead of verifying their account and using the suggested payment method to withdraw the funds. The complaint was rejected.

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4 years ago
Translation

Good day

Unfortunately, the n1 casino does not want to pay out my winnings and I have submitted all the papers, they mean my credit card would have rejected the payment, as I understand what was wrong, I called the credit card company and this is a lie from n1 casino I have no bonus in Claimed provable € 350 paid and € 400 won so a plus of € 50 I would be happy about a solution Lg

Automatic translation:
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4 years ago

Dear Jonathan9391,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. I apologize, but I am not sure I understand your issue correctly. The problem is that you cannot use your card for withdrawals. Is that correct? If yes, please note, that some casinos cannot transfer your money to any payment method due to local regulations and I would recommend you reconsidering other option, if possible.

Did the casino offer you any alternative? Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru?

Thank you in advance for your reply. I hope we will be able to help you with this case as soon as possible.

Best regards,

Kristina

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4 years ago
Translation

Hello no, the casino gave me no other recommendation, I paid it in with my credit card and everything went perfectly. Now I wanted to transfer it to the same credit card and it doesn't work?

Edited
Automatic translation:
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4 years ago

Thank you very much Jonathan9391 for your quick reply. I will now transfer your complaint to my colleague Juli 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.

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4 years ago

Hello  Jonathan9391,

I looked at your complaint and will do my best to help you. I would like to invite N1 Casino into this conversation. I would like to ask you for explanation of this situation. Thank you in advance.

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4 years ago

We would like to ask the N1Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

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4 years ago

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Juli

Casino.Guru

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1 year ago

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

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1 year ago

Hi,


As per a check, we received an error from the payment system at the time of withdrawal. The player was requested to provide documents for verification and a document confirming the presence of a bank account in order to withdraw it via Trustly (payment method).

Unfortunately, the player did not upload the document required for a withdrawal and decided to play the funds.

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1 year ago

Dear N1 Casino team,

Thank you for your reply. Could you please forward the evidence showing that the player spent their funds to my email address (peter.m@casino.guru)?

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1 year ago

Hi,


We've sent it to the specified email box.

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1 year ago

Thank you N1 Casino team for the evidence and the explanation. Based on the evidence provided we are rejecting the player's complaint.

Dear  Jonathan9391,

In case you disagree with our decision, please let us know by reopening the complaint. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter

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