N1 Casino - El jugador está luchando por completar la verificación KYC.

All documents are available, however, they still refuse to pay

alle dokumente liegen vor die verweigern trotzdem die auszahlung 

Dear Leandro,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you received any explanation from the casino? Please, forward any relevant communication to petronela.k@casino.guru. Do I understand it correctly, from your answers, that you accumulated your winning with bonus play? Please, send us a link of the exact bonus that you have redeemed. Thank you very much in advance for your reply.

Best regards,

Petronela

So I have used the winspin blnus and successfully implemented the payment is approved but so far no money has been received which makes me very puzzled because I have chosen to pay out via trustly

also ich habe den winspin blnus genutzt und erfolgreich umgesetzt die auszahlung wirde genehmigt aber bisher ist kein geld eingegangen was mich sehr stutzig machg da ich per trustly auszahlen ausgewählt habe 

Thank you very much Leandro for providing all the necessary information. I will transfer now your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Leandro. 

We will now try to get in touch with the casino. The casino is pretty responsive on our website so we should receive an answer, soon.

yes I did not receive the money

ja das geld ist nicht bei mir eingegangen 

Hello there, 

Dear Leandro, 

I'm sorry for the difficulties with this. I have looked into your account and I can see that your withdrawal of the amount of 1.000 EUR was processed on the February 28.  
Could you please to provide a bank statement from 27. February to 09. March? 
 

Kindly note that our payments team are doing the utmost to investigate this for you and we will get back to you as soon as we have further information.

Best regards, 
N1 Casino
 

Hello N1 Casino Team.

Are the documents from the player sufficient?

I hope so

hoffe ich mal

Hello all, 

Our payment team have investigated your case accordingly.

On our side, we have processed your withdrawal and checked it over many many times due to this issue.  

Based on the GDPR unfortunately we are not able to provide the players transaction number for a public, so dear Casino Guru, please specify where I can to send sensetive information for Leandro.  

Using this number you can find the exact transaction in your bank, please contact your bank.

I apologize for the inconvenience, and I hope that the money will land in your bank.

BR, 
N1 Casino

Leandro, can we consider your problem got resolved or can we help you with anything else? 

my bank can't find anything below it

meine bank findet nichts darunten

Could you provide us with any bank statement about it, please? 

I have several times but nothing has been received

habe kch doch mehrfach aber es ist auch nichts eingegangen

Leandro, you have stated, "my bank can't find anything below it", how did they inform you about this, please? As you can see, N1 Casino is pretty active, are there any difficulties in communication with your bank? I guess it is because of the actual situation, but you should receive an official statement about this. 

the bank told me there would be no payment to my account with the number during a phone call! do not know if you have transferred but probably not to me I would also be willing to settle for the half of the sum as credit on my account as an offer

die bank sagte mir es wäre keine zahlung an mein konto mit der nummer gegangen bei einem telefonat ! weiss nicht an wenn sie überwiesen haben aber wohl nicht an mich ich wäre auch bereit mich auf die hälte der summe als guthaben auf meinem konto zu begnügen als angebot 

Hello N1 Casino.  

Is there any way for you to provide the player with proof of the transfer to be sure you have sent it to correct bank account, please? 

We would like to ask the N1 Casino to reply to this complaint. We are extending the timer by 7 days.  If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear Leandro,

We have checked again. As far as we can see, the bank account number in the statement you provided does not match the bank account number on which you requested a withdrawal at N1 Casino on February 28.

In our opinion, you likely ordered a payment to your other personal bank account.

Please note that you have also provided a document confirming that this account belongs to you. The payment was made on our side.

Also, unfortunately, we do not see an official response from your bank.

In turn, we suggest that you check your other personal bank accounts. You also have the right to request a withdrawal history by contacting us at support@n1casino.com. To ensure the security of confidential information, we ask you in the email letter at the request provide your data and payment methods used.

Please don't hesitate to ask us if you have any more questions.

Best regards,

N1 Casino

Hello Leandro.

Have you requested the documents from the casino and contacted your bank? Could you do it and inform us about the outcome, please ?

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.