N1 Casino GR - La cuenta del jugador ha sido cerrada luego de un retraso en el retiro.

I am fully settled at the casino I have sent all the necessary documents And when I requested a withdrawal of three and a half thousand euros And they delayed me for more than 25 days While they told me that it is under review Instead of putting the money in my account they closed it. Please I need your help.

Είμαι πλήρως τακτοποιημένο στο καζίνο Έχω στείλει όλα τα απαραίτητα έγγραφα Και όταν ζήτησα ανάληψη τρεισήμισι χιλιάδες ευρώ Και με καθυστέρησαν πάνω από 25 μέρες Ενώ μου λέγαν ότι είναι υπό εξέταση Αντί να μου βάλουν τα χρήματα μου κλείσαν το λογαριασμό. Παρακαλώ θέλω την βοήθεια σας.

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.

Dear Kaouris92,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Do I understand correctly that you no longer have access to your account?
• Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Good evening.

Yes, I have successfully taken over in the past!

I no longer have access to my account, it tells me it is deactivated.

My earnings are without bonuses.

Καλησπέρα σας.

Ναι έχω κάνει επιτυχημένη ανάληψη στο παρελθόν!

Πλέον δεν έχω πρόσβαση στο λογαριασμό μου μου λέει πως είναι απενεργοποιημένος.

Τα κέρδη μου είναι χωρίς μπόνους.

Dear Kaouris92,

Thank you very much for your response.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?

Thank you very much in advance for your reply.

Best regards,

Attila G.

I played mostly live casino, as well as slots.

I had sent all the required verification documents and completed the KYC process. I was then asked for additional documents, which I also provided, but never received any response or update.

However, my account was deactivated while there was an available balance and a pending withdrawal.

Έπαιζα κυρίως ζωντανό καζίνο, καθώς και κουλοχέρηδες.

Είχα αποστείλει όλα τα απαιτούμενα δικαιολογητικά επαλήθευσης και είχα ολοκληρώσει τη διαδικασία KYC. Στη συνέχεια μου ζητήθηκαν επιπλέον δικαιολογητικά, τα οποία επίσης προσκόμισα, χωρίς όμως να λάβω ποτέ κάποια απάντηση ή ενημέρωση.

Παρ’ όλα αυτά, ο λογαριασμός μου απενεργοποιήθηκε ενώ υπήρχε διαθέσιμο υπόλοιπο και εκκρεμής ανάληψη.

Dear Kaouris92, thank you for your response. Could you please confirm whether you have reached out to the casino in relation to this issue? Have they provided any explanation?

If so, could you please forward your correspondence? You can reach me via email at attila.g@casino.guru, or attach screenshots here.

Thank you for your patience and cooperation.

Good evening, I am sending you screenshots of my communication with the casino (emails and chat) regarding the withdrawal delay.

I also have a screenshot.

I am asking them about deactivating my account.

I never received a response to my emails.

Καλησπέρα σας σας αποστέλλω στιγμιότυπα από την επικοινωνία μου με το καζίνο (emails και chat) σχετικά με την καθυστέρηση της ανάληψης.

 Έχω και ένα screenshot

 που τους ρωτάω Σχετικά με την απενεργοποίηση του λογαριασμού μου.

Δεν έλαβα ποτέ απάντηση στα emails μου.

Dear Kaouris92,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Kaouris92,

I sincerely empathize with your situation regarding the account blockage. Please rest assured that I will reach out to the casino promptly to address and resolve this issue. In order to facilitate a fruitful discussion, I would like to invite a representative from N1 Casino GR to join this conversation and assist in resolving your complaint.

Dear N1 Casino GR,

I kindly request that you clarify the reasons behind the player's account blockage. Additionally, it would be greatly appreciated if you could provide any relevant evidence regarding this matter. You may include your statement here or send the evidence to my email address at jana.k@casino.guru.

Thank you in advance for your cooperation in providing this information.

Kind regards,

Jana

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Greek Gaming Authority (https://www.gamingcommission.gov.gr/index.php/en/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana