Live Casino - El jugador tiene problemas para completar la verificación de la cuenta.

Despite the correct documents being delivered several times for verification and the final payment, the documents are repeatedly rejected and the payment cancelled.

There is no help in the chat and the whole thing has been delayed for ages.

Trotz mehrfach gelieferten, korrekten Dokumenten zur Verifizierung und letztendlichen Auszahlung werden die Dokumente immer wieder abgelehnt & die Auszahlung storniert.

Im Chat wird nicht geholfen und das ganze verzögert sich schon ewig.

Dear jdjdnnl,

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.

Could you please advise which documents have you 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?

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,

Kristina

The documents, which days ago were still "awaiting review", have now "strangely" been accepted.

The payment was nevertheless canceled several times and could have already been carried out at this point. Unfortunately the whole thing is very dubious. I'm actually not used to something like that from N1Casinos.

Die Dokumente, die vor Tagen noch auf „wartend auf Überprüfung" standen, sind „merkwürdigerweise" nun akzeptiert worden.

Die Auszahlung wurde trotzdessen mehrfach storniert und hätte in diesem Zug bereits durchgeführt werden können. Sehr dubios leider das ganze. Von N1Casinos bin ich eigentlich so etwas nicht gewohnt.

Thank you for your reply, jdjdnnl. Do I understand correctly that your account has finally been verified? Could you please advise if you currently have any pending withdrawals? If yes, when exactly you requested them?

The case was then clarified after endless back and forth.

Der Fall hat sich dann nach ewigen Hin- und Her geklärt.

jdjdnnl, do I understand correctly that you have received your winnings?

Exactly. The case can be closed.

Genau. Der Fall kann geschlossen werden.

Awesome news, jdjdnnl. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.