N1 Casino - Заявката за теглене на играча се забави.

Ladies and Gentlemen

I gambled a few times at the casino until yesterday, when I won €1,300. I wanted to cash it out yesterday, verified myself, and wanted to withdraw it. But this casino keeps finding reasons why it's rejected, even though I've provided them with everything—my transfer, what they're asking for, my card, everything—and it still gets rejected. I'm slowly starting to feel like it's a rip-off, like everyone else is reporting here, unfortunately. I'm attaching the transfers I sent them.

Sehr geehrte Damen und Herren,

ich hab paar mal auf dem Casino gezockt bis ich gestern 1300 Euro gewonnen hab. Ich wollte es gestern auszahlen, hab mich verifiziert und wollte es auszahlen. Aber dieses Casino findet andauernd Sachen warum es abgelehnt wird obwohl ich den alles Vorlege Meine Überweisung was die verlangen Meine Karte alles und trotzdem wird es abgelehnt. Langsam hab ich das Gefühl das es eine Abzocke wie auch alle anderen berichten hier leider. Im Anhang sende ich ihnen auch die Überweisungen die ich den geschickt hab

Dear Bananko246,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please list which documents you have already provided, and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Have you provided an unedited bank statement to the casino during verification of your account?

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

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Thank you for your reply.

I provided everything they asked of me during my verification. Now this is their response:

Reason: We're asking you to upload a statement authorizing your last deposit, including your name/IBAN, account number, amount, date, merchant name, and recipient name, either in a screenshot or on a bank statement, whichever is better. However, I can't send you a bank statement with all this information because I won't receive the statement until next month, which will show the payment to you.

Vielen Dank für Ihre Antwort.

ich habe alles bei meiner Verifzierung nachgewiesen was die von mir verlangt haben. Jetzt ist das von den die Antwort:

Grund: Wir bitten Sie, eine Erklärung zur Genehmigung Ihrer letzten Einzahlung hochzuladen, in der Ihr Name / IBAN, Kontonummer, die Summe, das Datum, der Händlername, der Empfängername auf einem Screenshot oder in einem Kontoauszug angegeben sind, was besser wäre. Aber ich kann den kein Kontoauszug schicken mit diesen ganzen Daten weil ich diesen Kontoauszug erst nächsten Monat bekomme wo die Zahlung an sie drauf ist.

Thanks for the explanation.

Providing bank statements is a common way for casinos to verify your payment method.

Were you able to submit a bank statement for the last month already, with sufficient information on the document?

Please let me know.

Dear Bananko246,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru