N1 Bet Casino - Povlačenje igrača je odloženo.

Hello,

The casino does not pay out even though my profile is verified.

Please help me with this.

Hallo,

das Casino zahlt nicht aus, obwohl mein Profil bestätigt ist.

Bitte hlefen Sie mir dabei.

Dear Lion1412,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please clarify when exactly you requested this withdrawal?
• Have you made any successful withdrawals before?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

I've tried to cash out so many times now, I don't remember exactly.

But every time the payout is canceled without me knowing the reason.

I've successfully cashed out in the past, which is why I find it so annoying.

My balance has no bonus.

Ich habe jetzt so oft versucht auszuzahlen, das weiß ich nicht mehr genau.

Aber jedes Mal wird die Auszahlung abgebrochen, ohne dass ich den Grund weiß.

Ich habe in der Vergangenheit bereits erfolgreich ausgezhalt, deshalb finde ich es auch so ärgerlich.

Mein Guthaben ist ohne Bonus.

Thank you for your reply, Lion1412. Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed? Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?

So the last successful withdrawal was to Skrill in 2024.

Attached is a screenshot

I'm currently trying the same method, but the withdrawals are being rejected without explanation.

Also die letzte erfolgreiche Auszahlung war zu Skrill in 2024.

Anbei ein Screenshot

Die gleiche Methode versuche ich derzeit, aber die Auszahlungen werden ohne Begründung abgelehnt.

Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello,

Yes, several times in the chat and via the casino's own messaging system.

Therefore, unfortunately, I don't have any records, but I assume that the casino has them.

Hallo,

ja, mehrfach im Chat und über das Casino eigene Nachrichtensystem.

Daher habe ich leider keine Aufzeichnungen, gehe aber davon aus, dass das Casino diese hat.

And now another withdrawal was rejected and my balance was not transferred back.

Und jetzt wurde wieder eine Auszhalung abgelehnt und mein Guthaben aber nciht zurück transferiert.

Thank you very much, Lion1412, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Lion1412,

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

Dear N1 Bet Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

And now I have discovered that a bet has been placed.

That definitely wasn't me!

Und jetzt habe ich entdeckt, dass eine Wette gesetzt wurde.

Das ist definitiv nicht von mir gewesen!

Dear Lion1412 and Mirka,

Thank you for bringing this matter to our attention and for your patience.

We can confirm that some of the player’s previous withdrawal requests were not approved as we requested additional documentation to complete the verification process. The player has since provided the required documents, and we confirm that no further documentation is currently needed.

However, the most recent withdrawal attempts were rejected because the player requested the funds to be withdrawn via a payment method different from the one originally used for deposits. This is a clear requirement of our AML policy, which is in place to ensure secure and compliant transactions.

Please let us know if you need any further clarification.

Who placed the bet?!

That was definitely NOT me!

As you can see from the screenshot, I haven't played with you since February because the withdrawals aren't working.

Now that I've filed a complaint, are my funds suddenly being used for betting?

Again, and I absolutely insist, this bet was not made by me.

Wer hat die Wette gesetzt?!

Das war defintiv NICHT ich!

Wie man auf dem Screenshot sehen kann, habe ich seit Februar nicht mehr bei Ihnen gespielt, weil die Auszhalungen nciht funktionieren.

Jetzt, wo ich Beschwerde eingereicht habe, wird auf einmal mit meinem Guthaben gewettet?

Nochmal und da bestehe ich absolut drauf, diese Wette wurde nicht von mir abgegeben.

As a supplement,

I would NEVER bet €224 on odds like that.

This can also be seen from my recent bets.

Who made this bet with my money in my account?

Als Ergänzung,

ich würde auch NIEMALS 224€ auf so eine Quote setzen.

Auch das sieht man anhand meiner letzten Wetten.

Wer hat diese Wette mit meinem Geld in meinem Konto abgeschlossen?

Dear N1 Bet Casino,

As you can see in the last messages in this thread, the player claims, someone else placed bets on his account. Could you please check for suspicious behaviour on the player's casino account, and send me evidence concerning player's logins to the account to miroslava.d@casino.guru?

Thank you.

Dear Mirka,

Thank you for your patience. We've sent an email with the requested information for your review. Please don’t hesitate to get in touch if anything further is needed.

Dear N1 Bet Casino,

Could you please clarify, if there is still an active balance on player's account, and if yes, what can the player do to be able to successfully complete withdrawals?

Thank you.

Dear Mirka,

Thank you for your message.

We can confirm that the player's account is fully operational and eligible for withdrawals. However, the current balance falls below the minimum threshold required to initiate a withdrawal.

Again,

I did not place the sports bet.

I am appalled that something like this is possible!

Nochmal,

ich habe die Sportwette nicht abgegeben.

Ich bin entsetzt, dass sowas möglich ist!

Dear Lion1412,

Unfortunately, since there is currently not any withdrawable balance on your player account, I’m afraid there’s nothing we can do and I’m forced to reject your complaint.

When it comes to the accusation, that someone else placed a bet on your account, based on the evidence provided by the casino, there were various IPs used to access the account, which indicates a use of VPN, which is generally forbidden in most online casinos. According to the login history provided, it could be generally presumed, that the person accessing a player account and placing bets is the account holder.

Furthermore, according to the casino's Privacy Policy: " Player Accounts can only be accessed with the player’s unique ID and password. […] You are responsible for keeping your login information confidential and making sure it cannot be accessed by another person.".

I can only recommend you to keep your passwords secure in the future.

If you disagree with our final decision, feel free to submit a complaint to the Curaçao Gaming Control Board Licensing Authority and submitting a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. Please ensure you include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Mirka