N1 Casino - Igrač ima odloženo povlačenje.

The casino is trying all his best for me to lose my balance by asking unethical documentation, cancelling my withdrawals and keep asking for documents already provided.

after doing a full verification, providing 3 months of payslips, 3 months of ALL THE TRANSACTIONS FROM MY BANK, they keep asking for the same docs and don’t check that they have been already uploaded.

Their last one: asking about the proof of winnings that I received from a different casino, while they can see the transaction in all the bank statements that I already provided and… why would they need this to process my withdrawal? They have my payslips, ID, selfie, full bank statement from the previous 3 months, statement of the deposits made…

this is a nightmare, and most of the people would have fell in the unethical practice. Fortunately I set a wager limit of 1€ and my balance is still there, but they do all that is in their hands (and beyond) to delay the payment / not pay hoping for me to lose my balance.

Dear 4cblgger,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please confirm whether you have provided all the documents the casino requested for verification? I understand that some requests might seem excessive, but casinos are within their rights to ask for additional documentation when necessary. Please note that such an extensive verification process is typically a one-time requirement, and future withdrawals should proceed more smoothly once it is completed.

Which of your documents, if any, have not yet been approved?

When was the last time you communicated with customer support regarding your verification process?

What types of games did you play to accumulate your winnings? Did you use any bonuses during gameplay?

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

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi,

answering your questions. There are 2 requests of documents, one official coming from live support and when they reject the withdrawals which is asking for:

"We kindly ask you to upload a bank statement with deposits to our casino visible for the past 3 months.

Also, we need a PDF document showing your salary credited to his bank account (last 3 months)"

these documents were already uploaded and no mention about them not being valid was made. Moreover, they checked them as in one thread with customer support via email (almost the only way to contact them), they made a mention based on my document provided:

We kindly ask you to clarify which account you receive your salary to.

We also kindly ask you to provide us with the screenshot approving your recent winnings at Paddy Power, please.

I have now also provided this screenshot but seems that this is a separate thread and it doesn’t come as a request when the withdrawals are rejected.

When was the last time you communicated with customer support regarding your verification process?

Yesterday, 10th of December but the documents have been uploaded several days before and they keep asking without confirming that they are there.

the documents that they keep asking for even though they are uploaded and haven’t been approved or rejected are

"We kindly ask you to upload a bank statement with deposits to our casino visible for the past 3 months.

Also, we need a PDF document showing your salary credited to his bank account (last 3 months)"

What types of games did you play to accumulate your winnings? Did you use any bonuses during gameplay?

I played Gates of Olympus 1000. I didn’t use any bonus or didn’t claim any bonus at all at the casino, I only deposited without bonuses and play with my real balance.

EDIT: now the last update of rejection comes from the document provided as

"We need a PDF document showing your salary credited to your bank account (last 3 months)"

I have provided this document, but the only way that my bank allows to download this PDF is as a "printed version", which shows the URL of the bank at the bottom. They claim that that’s not an acceptable PDF and that I must request one from the bank, which they don’t provide, as they can only provide a printed version or the online bank statement which I have provided.

I uploaded pictures of the full bank statement provided printed by the bank and they didn’t accept it asking for a PDF version.

im stuck in this scenario now.

Every time that I upload the documentation that they requested, they cancel my withdrawal and come with a new one.

I’m stucked right now with this request that has been already provided several times:

We kindly ask you to upload documents where we can see your December withdrawals from Paddy Power (Not A REVOLUT statement) ( the document must include transactions between December 6th and 8th.)

I have provided:

- A full statement from Paddypower with all my transactions (deposits, bets and withdrawals)

- Screenshots from my Paddypower account with all the withdrawals.

Even though they asked for the screenshots from the Paddypower account they are rejecting them and coming up with the same message.

They are doing an unethical practice for customers to lose their balance with these delays and hassles.

This is a list of some of the documents that I have provided:

- ID

- Selfie holding the ID

- Proof of Address

- Full bank statement of the last 3 months including all the transactions and not only the ones made to the casino

- Last 3 payslips

- Bank statement confirming the receival of the payslips (as I receive them in a different bank account rather than the one used to deposit, being both of them under my name), including ALL the transactions and not only the receival of the payslips for the last 3 months.

- As they saw in my account that I received some withdrawals from a different operator (Paddypower) they requested to provide a full statement from Paddypower with these withdrawals and all the transactions (provided)

- Screenshots of all the withdrawals from my Paddypower account (provided)

what else is needed for a customer to receive a withdrawal?

Thank you very much, 4cblgger, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear 4cblgger,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite N1 Casino representative to join this conversation.

Dear N1 Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Hi, after a lot of time and effort spent I received my first withdrawal yesterday, so we can close this case

Hello,

Please allow us to clarify before a complaint closure.

As a Maltese-licensed casino, we are legally obligated to comply with Maltese regulations, including "know your customer" (KYC) requirements and our internal policies. The regulations mandate that we must maintain accurate and up-to-date records for all our customers.

As part of this compliance process, we have requested additional information or documentation, such as details regarding your source of wealth or source of funds. Please rest assured that any information provided is treated with the utmost confidentiality and is requested solely to meet our legal obligations.

We appreciate your understanding and cooperation in this matter.

Dear 4cblgger,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Mirka

Casino.Guru