The player struggles to withdraw her winnings as the casino requires additional verification. The complaint was resolved as the player received her winnings.
N1 Casino - The player struggles to withdraw her winnings.
Amount: €36
N1 Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello dear team,
So I'm having trouble again with N1 Casino because of an unauthorized withdrawal. A few weeks ago I had problems with the same casino because of a payout - I think it was about 140 euros - back then. I was supposed to upload bank statements for 6 months, which I had done, and I had also uploaded my pension certificate. After a long back and forth, the payment was approved. Had a case open here with Kristina.
Now they arrive and I'm supposed to upload bank statements for six months and a payslip, even though they know that I'm retired. So none of this can be true. Now to roll everything up again and upload it I don't think I'll do it anymore because of the 36 euros.
Can you help me again and do you have any advice? So think this time I want to close my account at this casino. It cannot be that you should upload new documents every 4 weeks.
Thank you for your reply.
greeting
Annette
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1 year ago
Hello Annette18,
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 when did you request for the withdrawal? Did the casino explain why do they need the documents again? Was it your only withdrawal since your last verification?
Please note that unfortunately there isn't a way to skip the verification. It might seem unfair to request it again once you've been already verified but the casino must have a reason for it. If it's all up to only sending documents, I think even the 36€ is worth it as it's your own money. You can still decide to not play there anymore after you get your money.
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
Hello Nick,
thank you for helping me again. So I applied for the payout of 36 euros on June 12, 2022. This was rejected on the grounds that I should again upload bank statements for six months, i.e. 6 months, and a payslip. I then informed them by email that these documents had already been uploaded a few weeks ago, so bank statements for 6 months and a pension certificate. These were then approved. I also said that logically I can't upload a payslip as I'm retired and the casino already knows this as it can be seen from the bank statements. I also threatened in the email, well, that I just wanted to complain, etc., since it couldn't be that I was supposed to upload documents every few weeks. Strangely enough, yesterday an email came from the casino with the following text:
Dear Annette,
We are very sorry for the inconvenience and misunderstanding. Thank you very much for your further explanation.
We've forwarded this to the manager, please wait a bit.
Thank you for your understanding and your patience!
Kind regards,
N1 Casino Support Team
Well now it's another day later and I haven't heard anything new so far. Don't know if this is just a delaying tactic.
Well, after the last verification, that would now be the second payout with the 36 euros.
Perhaps you know more whether I should wait now and for how long.
Many greetings
Annette
Edited
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1 year ago
Translation
Hello Nick,
So after asking the N1 Casino what the status of my processing is now, I received another request that I should upload a pension certificate that confirms my pension.
In response I wrote the following text back to the casino.
Ladies and Gentlemen
I have already uploaded a pension certificate for you, which confirms my pension. In addition, the bank statements show that I receive two pensions. One from ZVK Darmstadt the other from Deutsche Post. And as you can see, I get these pensions monthly. As a pensioner, you don't get a monthly pension notice. Therefore this must suffice for you. Anything else I see as harassment.
Incidentally, I have instructed my lawyer today to file a lawsuit if I do not receive any positive news by tomorrow that I can pay out my money.
I ask for a quick reply.
Given what has been going on with N1 Casino so far, I feel this is pure harassment and I'm kind of powerless.
What should I do now? Give up my money? Or do you have opportunities to get involved.
So I will definitely not call my pension provider and say that I need a pension certificate for the casino, especially since the casino already has a pension certificate from me.
Thank you for your reply.
Annette
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1 year ago
Hello Annette18,
In such cases, where the casino requires verification to process a withdrawal, we usually recommend to wait at least 14 days. If it's been only a few days, I would recommend to wait only. If they won't process it within that time frame, we will try to intervene.
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1 year ago
Translation
Hello Nick,
my payout has now been approved and I was able to pay out. However, only after I have threatened several times with a lawyer and so on. Well, I will now close my account at N1 Casino. I will then also give a review here on Casino Guro and share my experiences with this casino. Maybe it will help other users.
Thank you again for your support and the case can now be closed.
Best regards
Annette
Automatic translation:
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