N1 Bet Casino - El proceso KYC del jugador está retrasado.

The casino does not complete my KYC.

I uploaded documents three weeks ago. Neither the chat nor email support gave me a response.

Das Casino führt meine KYC nicht durch.

Dokumente habe ich vor 3 Wochen hochgeladen. Weder der Chat noch Emai-Support geben mir eine Antwort.

Hello jeitcarol8,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with N1 Bet Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello,

thanks for the editing.

I think I've been sending documents regularly since last summer, but they've been rejected.

Everything has been approved, but each time something new is requested.

Hallo,

danke für die Bearbeitung.

Ich glaube, ich schicke bereits seit vergangenem Sommer regelmäßig Dokumente, die dann aber abgelehnt worden sind.

Es wurde alles genehmigt, aber jedes Mal wird etwas Neues danach verlangt.

Hello jeitcarol8,

Would it be possible to forward the e-mail communication between you and the casino related to this case to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

Hello,

Unfortunately, this is not possible because it was done through the casino's internal system.

My most recent withdrawal was rejected again, with a message telling me to confirm my payment method. I've forwarded it to you.

Attached is photo proof that my account is actually verified.

I'm honestly fed up with constantly waiting to be verified, only to be asked to send something again. This has been going on since September 2024, and I will definitely no longer be a customer of this casino.

I request that my money be paid out and my account deleted afterwards.

Hallo,

das ist leider nicht möglich, da es über das Casino-interne System lief.

Die jüngste Auszahlung wurde jetzt wieder abgewiesen, mit dem Hinweis, dass ich meine Zahlungsmethode betätigen soll. Die habe ich an Sie weitergeleitet.

Anbei ein Foto-Beweis, dass mein Konto eigentlich als verifiziert gilt.

ich habe ehrlich keine Lust mehr, ständig zu warten, verifiziert zu werden um dann aufgefordert zu werden, schon wieder was zu schicken. Das geht jetzt seit September 2024 so und ich werde DEFINITIV nicht länger Kundin dieses Casinos sein.

Ich bitte darum mein Geld auszuzahlen und meinen Account dort danach zu löschen.

Thank you jeitcarol8 for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear jeitcarol8, I've just reviewed your case and I’m sorry that you’re facing this challenge with verification. I will reach out to the casino and see what can be done to help you once they reply.

Dear N1 Bet Casino, I'd like to invite you to join this conversation and assist us in resolving the player's complaint. Could you please share more information regarding the case? Specifically, please confirm if you have received all the requested documents from the player. When can jeitcarol8 expect their account to be verified and the withdrawal request processed?

I look forward to hearing from you. If you have any supporting evidence, please email it to me at natalia.b@casino.guru.

Kind regards,

Natalia

Dear jeitcarol8 and Natalia,

Thank you for reaching out. We are handling this case in line with our standard procedures and would like to clarify that there are no delays on our side. At this stage, we are still waiting for the player to provide a screenshot of their crypto profile along with proof of the deposit transaction. These documents are necessary to continue the verification process. As of now, these documents have not been received.

Once received, our team will carefully review them and proceed accordingly. If any additional checks are required, we will inform the player.

jeitcarol8, if you have any questions or need assistance with submitting the requested documents, please feel free to contact us directly. We are available to help with any concerns regarding the verification process.

Let us know if further clarification is needed.

Hello N1Bet,

I am currently not receiving ANY replies to emails from you.

As I already wrote to you, I use an anonymous wallet (Guarda.com).

I sent the screenshot a long time ago.

And it is not true that there is no delay on their part.

Attached is a screenshot of my documents that I uploaded in February and are STILL waiting to be reviewed.

Attached is a screenshot of my wallet

Since the deposit was on 22.08.24 and I have been trying to verify myself SINCE THEN, the transaction is no longer displayed in the wallet

Hallo N1Bet,

Aktuell erhalte ich KEINERLEI Antworten auf Emails von Ihnen.

Wie ich Ihnen bereits geschrieben habe, nutze ich eine anonyme Wallet (Guarda.com).

Den Screenshot habe ich längst geschickt.

Und dass von ihrer Seite nicht verzögert wird, stimmt nicht.

Anbei der Screenshot über meine Dokumente, die ich im Februar hochggeladen ahbe, die IMMER noch auf Prüfung warten.

Anbei ein Screenshot meiner Wallet

Da die Einzahlung am 22.08.24 war und ich SEITDEM versuche mich zu verifizieren, wird mir die Transaktion nicht mehr in der Wallet angezeigt

Dear jeitcarol8, can you please also share the link to a blockchain or a transaction hash that can be used as proof of your deposit that the casino requested from you? Or have you already provided it to the casino?

Dear N1 Bet Casino, please specify why some of the documents that the player uploaded to the profile still seem to have a pending status.

Hello,

Yes, I think I would have included that with the screenshots.

Hallo,

ja, ich meine, den hätte ich bei den Screenshots mitgeschickt.

Dear jeitcarol8, the screenshot for the Ethereum address you shared says that the first transaction took place 114 days ago. Is the address correct? I have contacted the live chat support on guarda.com, and according to them, transaction records should be kept for an unlimited period:

Is it possible for you to check the history section and share a transaction hash for your deposit to the casino? Or please contact the wallet support directly if you need any instructions on how to access it.

Dear N1 Bet Casino, could you please specify when the deposit that you need to verify was made and in what amount?

We would like to ask the 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’ which may negatively affect its rating.

Thank you for following up on this case.

We would like to clarify that the requested KYC documents have still not been uploaded by the player to their account, and therefore the verification process cannot proceed.

Natalia, as for the deposit details, they involve sensitive personal information and will be sent to you directly via email for privacy reasons.

Sorry, but that's not true.

I also sent you a screenshot of my wallet.

Entschuldigung, aber das stimmt nicht.

Und auch einen Screenshot meiner Wallet habe ich Ihnen geschickt.

Dear jeitcarol8, we are unable to proceed further with your case as you have not provided the requested proof of deposit from August. We understand there might be concerns regarding the availability of this data, but generally speaking, blockchain records are stored permanently and are accessible through transaction hashes. This means that, in most cases, you should be able to retrieve and present the necessary proof, such as a transaction hash or screenshot from your wallet.

In your case, the blockchain’s immutability ensures that transaction records are preserved indefinitely, and your payment provider, Guarda, has also confirmed that transaction history is unlimited and accessible at any time within your wallet. Since you mentioned that this data is no longer stored on your end, it suggests that the information should still be available via the blockchain or your wallet’s history. Given the lack of the requested documentation, and considering that we cannot verify the deposit, we regret to inform you that we are unable to process your complaint further.

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