N1 Bet Casino - El retiro del jugador se retrasa debido al procesamiento de documentos.

Hello.

I won a lot with a small investment (€1800).

The complete verification process was no problem, except for the payout.

I was asked to provide a bank statement showing the bank transfer with my name and IBAN (also showing the deposits), but unfortunately my document has been stuck in the queue for days.

Multiple attempts to contact the VIP manager also failed, and I keep being put off, or told that the department is working on it.

Hallo.

Ich habe mit wenig Einsatz (1800€) sehr viel gewonnen.

Die kompletten Verifizierungen waren auch kein Problem, bis jetzt bei der Auszahlung.

Ich wurde aufgefordert einen Kontoauszug eben für die Banküberweisung mit Name und IBAN vorzulegen ( darauf auch die Einzahlungen) ersichtlich, aber leider hängt mein Dokument seit Tagen in der Warteschleife.

Mehrmalige Rücksprachen mit dem Vip Manager schlugen auch fehl und ich werde immer wieder vertröstet, bzw würde die Abteilung daran arbeiten.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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 specify how long your document has been pending for approval? Have you provided the document 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,

Attila

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Player,

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,

Attila