The player from Germany had been experiencing difficulties in verifying his last transaction at N1 Casino for two weeks. The issue arose from the payment provider 'Payabl' which did not provide detailed transactions, hindering successful verification. Despite the player's attempts to resolve the issue with the casino, the problem persisted. After reviewing the case, the Complaints Team identified that the variety and accessibility of payment methods were influenced by several factors beyond the casino's control. The complaint was eventually rejected as the player did not respond to the team's inquiries.
N1 Casino - Player struggles with transaction verification.
Amount: €3,500
N1 Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
8 months ago
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9 months ago
Translation
Hello, I have the following issue
I've been trying to verify myself with N1 Casino for about 2 weeks now, which has largely been successful except for when it comes to verifying the last transaction.
The problem is, N1 Casino not only wants to see the transfer, but also demands to see the name, IBAN, purpose of use, etc. in the transfer details.
Here is the problem:
Apparently, such details are not visible with the payment provider "Payabl" and hence, I'm unable to get my account verified. The casino's support also doesn't accept screenshots of past bank transfers; they don't even take into account my bank statement from January, which shows transfers made with other provider platforms.
When I asked whether I could carry out a new transfer using a different provider (so the transaction data can be viewed in greater detail this time), I received no response from the support team, and the conversation was abruptly ended shortly thereafter.
Automatic translation:
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9 months ago
Hello marcello098,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with N1 Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved? When was the last time you spoke to the casino and what was it about?
Can't your payment provider forward you such confirmation?
Also please note that you will have to verify any payment method you used to deposit and it would not matter if you make a deposit with a new one.
Looking forward to your answer.
Regards,
Nick
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9 months ago
Translation
Hello, the verification process doesn't run permanently because the documents I submitted are rejected and I always tried something else.
The last contact attempt was on February 15th, 2024 and my conversation ended immediately without me getting an answer.
I was briefly in contact with the last payment provider and they said that they couldn't send me the transaction details directly, but that the casino had them and I should get them from there. I'm also attaching the answer here.
The other "problem" is that the casino often changes its deposit options and there was no real alternative for me that day, so I chose this provider.
have already been approved:
- ID
- proof of address
- And the complete process from HooYu (which is another external provider)
All that's missing is the verification of a transfer, and the casino only accepts the one, which unfortunately I can't verify because there are just too many missing transfer details.
Automatic translation:
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9 months ago
Thank you marcello098 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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9 months ago
Hello marcello098,
I'm Michal and I have taken over your complaint. I have reviewed your case and just so you know the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers. I understand that various payment methods have various options for transaction confirmation, but the vast majority of payment methods need to have an option to obtain this even services like Revolut or similar have such options. Have you received a confirmation from Paybl that this is not possible?
