The player from Germany faced issues with account verification as all three provided documents - bank statement, phone bill, and internet bill - had been rejected. He believed this was an intentional tactic by the casino to avoid paying out his €300. The Complaints Team facilitated communication between the player and the casino, which led to the player marking the complaint as resolved. The issue was then considered resolved, and the complaint was marked as such in the system.
N1 Bet Casino - Player’s verification request is delayed.
Amount: €313
N1 Bet Casino
Safety Index:HighSafety Index
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8.5
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 days ago
Public
Public
4 days ago
Dear janmorgenthum10,
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 takes KYC lightly and it might take a few working days to complete this thorough process.
- Have you provided all the required documents as soon as possible and in the correct format?
- Could you please provide the exact date of your initial verification request?
- Have you considered resubmitting your documents or providing alternative forms of identification, such as a utility bill (e.g., electricity, gas, or water) or your rental agreement?
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,
Katarina
Public
Public
3 days ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear janmorgenthum10,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Katarina
