N1 Casino GR - Il ritiro delle vincite del giocatore è stato negato.

Dear Sir/Madam,

On Saturday, 09-03-2024, I made two deposits of 49 euros each using my pre-paid card, the last four digits of which are 8083, onto the Online Casino N1 (https://www.n1casino.gr/el) to play the slot machines. With the deposited money, I WON a sum of 1400 euros after tax deduction. I put in a request to withdraw this winning, but the casino has refused to transfer it to my bank account. They requested that I submit the necessary documents for the card (8083) I used for the deposit, which I did promptly. My card was successfully verified by the CASINO, and so I made another withdrawal request. However, this was rejected again. They stated that they need my old, verified card that I no longer use and asked me to resend the documents etc for it. I did NOT make a deposit with this old card but with my new pre-paid CARD 8083. I cannot understand why they won't pay out the winnings that are perfectly legal, as the deposit was made with my new, CASINO-VERIFIED card.

Thank you very much.

Αξιότιμη κυρίες και κύριοι.

Σάββατο 09-03-2024 έβαλα 2 φορές από 49 ευρώ με την pre-paid κάρτα μου που τα τελευταία 4 ψηφία είναι 8083 στο Online Casino N1 (https://www.n1casino.gr/el) για να παίξω στους κουλοχέρηδες. Με αυτά τα λεφτά ΚΕΡΔΙΣΑ ένα ποσό που είναι 1400 ευρώ μετά από την κράτηση του φόρο. Έκανα αίτηση για ανάληψη αλλά το Casino αρνήθηκε να μου καταβάλει το κέρδος στον Τραπεζικό λογαριασμό μου. Μου ζήτησε να στείλω τα απαραίτητα έγγραφα για ταυτοποίηση την κάρτα (8083) που έκανα την κατάθεση. Αμέσως έστειλα τα απαραίτητα έγγραφα και ταυτοποιήθηκε επιτυχώς από το CASINO, μετά έκανα ξανά αίτηση ανάληψης και όμως απορρίφθηκε ξανά. Και αιτιολογία είναι ότι θέλουνε την παλιά μου κάρτα που είναι ταυτοποιημένη και δεν την χρησιμοποιώ άλλο να ξαναστείλω φωτογραφίες κτλ. ΔΕΝ έκανα κατάθεση με αυτήν την παλιά κάρτα ΕΚΑΝΑ με την καινούρια pre paid ΚΆΡΤΑ 8083 γιατί δεν μου καταβάλουν το κέρδος που είναι απόλυτος νόμιμο, γιατί έγινε η κατάθεση με την καινούρια μου κάρτα που ΤΑΥΤΟΠΟΙΗΘΗΚΕ από το CASINO.

Ευχαριστώ πολύ

Dear lefterismusic,

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 take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
• Have you provided all the other personal documents to verify your identity?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello, of course I have provided all personal documents. And as I have mentioned to you the card (8083) has been identified by the Casino. It is very disappointing to see this from a reputable casino. I don't understand what the old has to do with the new. Since from the moment I made a deposit with the new one and it was successfully identified why they don't pay the profit is honestly strange.

Thank you very much.

Γειά σας, βεβαίως έχω δώσει όλα τα προσωπικά έγγραφα. Και όπως σας έχω αναφέρει η κάρτα (8083) έχει ταυτοποιηθεί από το Casino.Είναι μεγάλη απογοήτευση να βλέπεις αυτό από ένα ένα αξιόλογο casino. Τι σχέση έχει η παλιά με την καινούρια δεν καταλαβαίνω. Αφού από την στιγμή που έκανα κατάθεση με την καινούρια και έγινε επιτυχώς ταυτοποίηση γιατί δεν καταβάλουν το κέρδος είναι ειλικρινά περίεργο.

Eυχαριστώ πολύ.

Hi lefterismusic,

Please be aware that it's standard practice for the casino to request verification of all payment methods used for deposits. If you utilized your old card for deposits at this casino, unfortunately, you'll need to verify it or provide evidence of its expiration.

• Is it possible for you to obtain confirmation from your bank indicating that the old card is no longer valid?

Please keep me informed about any further developments.

This is so rediculous from them (N1) but i will go to the bank and i will get the confirmation.

Thank you, lefterismusic, for your cooperation. Please keep me informed about any further developments.

Hi Petronela...Today i was on my bank and i got the necessary Document. Who says that im the co-owner. I have send this Document to N1. They wanted again a pic from the first side of the card and the back one..I have send this also....now waiting...!!!!

Ohhhh my..i want to log in and on the upper side says...Your account is Suspended,verification required.

Please upload your ID and adress proof....!!!

Realy? guys this is realy realy rediculous.......think i must go to Police now...this is NOT legal what they do...!!!!

Ok, i have send again My ID and my Adress proof.....now again waiting...!!!! (by the way my account was verified)

Got message from them (e-mail)...your adress and ID is verified so dont need to send this documents..lol and why is still my account suspended? 🤷‍♂️

Now they want to see a deposit who i make 2023-12-30 16:55:26 UTC . I searched in the website from them in deposit section (hahaha its easy to see,it's on their page) 🤣 and theres only one i have make 18:50 via wallet (its on my history deposit e-bank 😁. This guys are insane 🤪. They do everything not to pay. Have news from The GAMING SUPERVISION & CONTROL COMMITTEE. They say to me that they wait for a answer (N1) but so far nothing. I think enough is enough 😡🤬 i will not reply anymore to the stupid e-mails from them and from now on they can speak with The gaming supervision....!!!

This casino is 🤮

Thank you very much, lefterismusic, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear lefterismusic,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite N1 Casino GR representative to join this conversation.

Dear N1 Casino GR,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Good day,

We assess all payment methods and conduct thorough verifications, particularly during withdrawal processes, especially when third-party payment methods have been used previously, as in the player's particular circumstance. Should they initiated contact with their bank to get a proof of the deposit, we shall patiently await their response.

Rest assured, there is no need for concern regarding the winnings.

The deposit was not made if you look carefully in your Deposit History because immediately after it was canceled, your History shows it. It didn't happen because instead of 50 euros I wrote 60 and it was cancelled, and NO third party payment methods have been used...!!!!!!!!!!! Look at it well it has a 50 with a green light and a 50 right after that which is red in Deposit History, I wonder if you don't know how to see it yourself? Since you say that the deposit was made because you have no evidence to show that a 50 euro deposit was made, because it simply wasn't made. We say now (if it had been done) since you say that a deposit was made you can clearly see that it was made by my IVAN GR. I have sent all the details together with photos to the GAMING SUPERVISION & CONTROL COMMITTEE which shows that a deposit of 60 euros was made from my ebanking instead of 50. I am tired of saying that the deposit with which I won the money was made with the 8083 card which was verified from you. When I made the deposit with the new card 8083 there was no money from my old card 7612 in the account and you know it. You still said that the 7612 card is not mine but I sent you the document from the bank that proves that I am a joint beneficiary? These plays you made against the player are unacceptable and reprehensible. It shows that you are not a serious company. Ever since I first applied for a withdrawal you've been texting do this do that and I've done it all but everything comes to an end do you think this unacceptable way will discourage players from getting frustrated and giving up?

Unfortunately, I expected something else from a company like yours. Do you think I wanted to come to this confrontation? I'm just suffocating right. Since you know very well that we the players will still play and you will win money but in this stupid way not to be paid the winnings that I LEGALLY won is stupid and unacceptable...!!!

Η κατάθεση δεν έγινε άμα δείτε καλά στο Ιστορικό καταθέσεων σας γιατί αμέσως μετά έγινε η ακύρωση, το δείχνει το Ιστορικό σας. Δεν έγινε διότι αντί 50 ευρώ έγραψα 60 και ακυρώθηκε, και ΔΕΝ έχουν χρησιμοποιηθεί μέθοδοι πληρωμής τρίτων...!!!!!!!!!!! Δείτε το καλά έχει ένα 50 με πράσινο φωτάκι και ένα 50 αμέσως μετά που είναι κόκκινο στο Ιστορικό καταθέσεων, αναρωτιέμαι δεν ξέρετε οι ίδιοι να το δείτε; Αφού λέτε ότι έγινε η κατάθεση γιατί δεν έχετε αποδεικτικό στοιχείο να δείχνει ότι έγινε 50 ευρώ κατάθεση, γιατί απλά δεν έγινε. Λέμε τώρα (εάν είχε γίνει) αφού λέτε ότι έγινε κατάθεση μπορείτε να δείτε καλά ότι έγινε από το δικό μου ΙΒΑΝ GR. Όλα τα στοιχεία μαζί με φωτογραφίες τα έχω στείλει στην ΕΠΙΤΡΟΠΗ ΕΠΟΠΤΕΙΑΣ & ΕΛΕΓΧΟΥ ΠΑΙΧΝΙΔΙΩΝ που δείχνει ότι έγινε από το δικό μου ebanking κατάθεση 60 ευρώ αντί 50. Βαρέθηκα να το λέω η κατάθεση που με αυτήν κέρδισα τα χρήματα έγινε με την κάρτα 8083 που έγινε επαλήθευση από εσάς. Όταν έκανα την κατάθεση με την καινούρια κάρτα 8083 δεν υπήρχαν από την παλιά μου κάρτα 7612 χρήματα στον λογαριασμό και το ξέρετε. Ακόμα λέγατε ότι η κάρτα 7612 δεν είναι δικιά μου όμως σας έστειλα από τη τράπεζα το έγγραφο που αποδεικνύει ότι είμαι συνδικαιούχος; Αυτά τα παιχνίδια που κάνατε εις βάρος του παίκτη είναι απαράδεκτα και κατακριτέα. Δείχνει δε ότι δεν είστε μια σοβαρή εταιρία. Συνέχεια από τότε που έκανα την πρώτη αίτηση για ανάληψη στέλνετε μηνύματα κάνε αυτό κάνε εκείνο και τα έχω έχω κάνει όλα, αλλά όλα έχουνε και ένα τέλος τη νομίζετε ότι με αυτόν τον απαράδεκτο τρόπο θα αποθαρρύνετε τους παίκτες να απογοητευτούν και να να τα παρατήσουν; 

Δυστυχώς περίμενα κάτι άλλο από μια εταιρία σαν την δικιά σας. Τη νομίζετε ότι ήθελα να έρθω σε αυτήν εδώ την αντιπαράθεση; Απλά με πνίγει το δίκιο. Αφού ξέρετε πολύ καλά ότι εμείς οι παίκτες πάλι θα παίξουμε και θα κερδίσετε χρήματα αλλά με αυτόν τον ηλίθιο τρόπο να μην πληρώνεται τα κέρδη που ΝΟΜΙΜΑ τα κέρδισα είναι χαζό και απαράδεκτο...!!!

Dear lefterismusic,

I understand that it may be inconvenient for you to gather multiple documents for the purpose of withdrawing your winnings. However, it is important to cooperate with the casino when they request these documents in order to move forward with the verification process. Therefore, I strongly advise you to submit the proof of deposit as required by the casino.

Thank you for your cooperation.

Sorry but did you not read the text I wrote before? I explain everything there. Third-party payment was never happened. This deposit they say was never made because I wrote the number wrong instead of 50 I wrote 60 and it was rejected by the system (They can see this in the deposit section, there are 2 Numbers 50 with a green light and a 50 with a red light because it was rejected by the system) I have sent all my e-banking details to the gaming commission. If the Casino have evidence that it was done by a third party's deposition,they can send it to the gaming commission and i will stop right now complaining...!!!!

❗They know full well that I'm right but this stupid thing with third-party payment must end. We Players are NOT idiots...we have rights and we will fight for it. Why the casino dont tell you that the win was make with the new card deposit?⚠ New Card which it was verified by the casino of course after i sent the requested papers.❗ 

Dear lefterismusic,

I see, that you mentioned, that your deposit has been rejected, however on the provided screenshots there are only approved deposits visible. As I mentioned previously, it is crucial to provide the casino with the requested documents to be able to withdraw money from your account.

To support your claims, please send me proof of the rejected payment and the proof of the deposit, which was also requested by the casino to miroslava.d@casino.guru .

Thank you for your cooperation.

Hello,

From what we see in the player's profile, we have not found any document about a joint account.

At the moment, we are interested in proof of the deposit made in December via e-banking. That's all.

Shame on you N1 casino..! You are heapy to Lie? I never ever did third party deposit. What a joke you are. You did everything not to pay the win who i make with my new card of course verified by you. Anyway im sick from you. I know very well what y are doing t,hese methods are realy stupid.You think this is the right way how to treat the players? Oh realy? You are so pathetic.

-> For all the players here in casino guru...STAY AWAY FROM THIS CASINO...!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Hello,

Currently, we are not concerned about deposits made from third-party cards more than 6 months ago.

Our request for verification pertains solely to recent deposits, in line with our standard procedures. Our assessments and comments are based on the information and documents uploaded in your account.

Why you dont tell the truth? The win i have make was with my new card who was verified by the Casino. So the win that i haver make is 100000% legally...!!!

I say it again, i never ever use third party deposit and you know it. Wait a minute when you say that the deposit from 30.12.2023 was a third party deposit then show us the evidence. Watch your bank statement at that time and you can see easilly that is NOT any third party deposit from me...!

Im sick from all this realy...!!!

Dear lefterismusic,

I am trying to get in touch with casino representatives outside of the thread, since I need further clarification from them. I will let you know, if there are any updates.

Thank you for your patience.

Dear N1 Casino GR,

Could you please provide evidence of the mentioned third party deposit?

Thank you.

We've been informed outside of this thread by the player, that he had received his winnings.

Dear lefterismusic,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Mirka

Casino.Guru