Refused to honor their own bonus offer

On august 9, 2024, I claimed the second deposit bonus at n1casino by depositing 1000 euros(payment attachment), and iIreceived a total of 1750 euros in my balance as it was a 75% bonus. I managed to win big with the bonus, and after meeting the wagering requirements early in the morning of august 10, 2024, my balance was 26,499.02 euros. the highest bet I placed was 4 euros (the maximum allowed bet is 5 euros), and I didn’t play any prohibited games, so everything was in accordance with the rules.

N1casino uses the external hooyu service for player verification, through which my id and address were confirmed. additionally, I provided the proof of deposit as requested by the casino. After that, I received an email from N1casino stating that the verification process was complete and that I could continue playing on the site (file1).

I then made my first withdrawal request for 4000 euros. Shortly after, however, I received a message that the withdrawal request was declined, and I was asked to send a selfie holding my id (file2). I sent this to them and tried the withdrawal again. This withdrawal request was also declined, and I was subsequently asked to provide my most recent month's payslip and screenshots of winnings from other casinos (file3). I sent them the requested payslip and a screenshot of casino winnings deposited into my account.

At this point, I received an email from them "congratulating" me on my huge win, which, given the prolonged process, felt extremely sarcastic and mocking (email). the email also repeated the same request to provide them with my payslip. despite submitting the requested documents, the issue still wasn’t resolved, so I contacted them via chat to ensure I was providing the correct documents to speed up the process. next, the customer service representative asked for my bank statement for the past month (file4). Even after submitting this, the issue wasn’t resolved. instead, i was asked to provide 6 months of bank statements, 6 months of payslips, and screenshots of withdrawals from different casino sites. here is a quote from their message:

"dear xxxxx, as we can see, you uploaded the payslip for july, but you also need to upload the same slips from february to july. additionally, you need to upload a bank statement with all your transactions (without filters) from february to the present (as a pdf file). our manager also requested a screenshot of your winnings from another casino (noted as an additional source of wealth)."

I have submitted a total of 30 documents to their site, as you can see from the attachment (file5), but the issue still hasn’t been resolved.

The most recent conversation with them was today, august 13, 2024, via chat (files 6, 7, 8). the customer service representative said that the documents had been reviewed and that I could try the withdrawal again, but they have delayed the process before, and I don’t trust that this will be resolved. When I asked a follow-up question about whether the documents were actually approved, they didn’t respond and closed the chat. I find it unreasonable that they keep asking for more documents, bit by bit, and for longer periods. as you can see, I have provided a total of 30 documents, which I submitted gradually as they kept asking for more (see file5 again).

I originally made this askgamblers complaint on august 13, 2024, because i hadn't received the funds by then. However, the first withdrawal came through on august 14, 2024, and I canceled the askgamblers complaint. Now, however, I have to reactivate it as the payment of the funds has been delayed, and the process has become difficult again. An update on that is below.

Status update as of august 27, 2024. so far, they have paid out 10,000 euros in withdrawals(august 14 5000 euros, august 21 5000 euros, files withdrawal1, 2, 3 4). today, I received a congratulatory message (file10) from them regarding my big win, and it again seemed somewhat sarcastic considering that i had already received a similar congratulatory message from them earlier. shortly after this message, however, they sent another email stating that they need further verification for the account and requested a skype call(file11). At this point, I was frustrated, but I tried to log in to my account to arrange a time for the call through chat, only to find that my account had been disabled/locked(account file)

This process has been mentally exhausting, and I am still owed over 16,000 euros, which will take time to be paid since their payment rate is 5,000 euros per week and 15,000 euros per month. i constantly fear that they will come up with something new to delay the payment of my funds.

This is made even more difficult because they hardly send any emails related to the issue and direct me to contact them via chat. later, when I try to review these chat conversations, not all of them are available on the site. I really need askgamblers' help to resolve this matter. I’m certain that this prolonged process is due to my winning a huge amount at the casino, and they are deliberately stalling in hopes that I will get frustrated and lose the entire amount somewhere else.

Thank you in advance

I deposit ETransfer $50 and another $90 and this money went directly into their account.

So I waited to be credited usually u get credit right away but I wait for 1 hour nothing then I waited more and nothing so I looked on my bank and it said it was sent so I contact their support line and wow they don't know where my money went. They ask for the reference number which I gave and they still can't find my money. Then they wrote to me that I will get it back within 5-7 days! Hmmm it's been more than 5-7 days the money was sent on the 9th of march it's now 21st of march so I asked could u give me a date when I will receive it! They didnt even answer my question but to say they want my bank statement ???? Mm why? I am not borrowing money!! What is going on here? Now this is getting too much where is my money???

With the reference number they should be able to track my money so I provided them with my bank statement but I blacked out everything that is not related and I only left where it said they took $50 and $90 and I didn't black out money going I to my account so they can see that I did not get it back. Then they wrote no u have to unblack the statement.

I contacted my bank telling them this and they said not to do that and it sounds like I got scammed. And they said they got the money DIRECT I to their account meaning they could easily look me up by reference number, name, or even email. So it's really odd that they are asking me of this; only when you borrow money u must show this; but I AM NOT borrowing money. So I said no my bank said I should not do this and where is my money. Then they said there is nothing we can do to investigate more.

So where is my money this is not okay to take someone hard working money and ask for personal info when a reference number is all u need. Super odd. I GOT SCAMMED. But I will not stop fighting for what is mine. I will not just let this go. This is such a headache but I will be fighting for what is mine.

Good afternoon editors and users.

I want to save you for the future from the situation that I got into and, as my complaint is confirmed, lower it in the rating at least.

A brief background, in a number of casinos there were single withdrawals up to 5 million rubles, and for me the amount that is not now paid by the casino is not critical, but fundamental.

On February 16, 2023, there was a deposit of 100 dollars, later I won 1100, which I put on withdrawal. Over the next days until February 18, I went through re-verification for the account and the card in particular, since I played on N1 for the last time more than 2 years ago, the rules themselves were changed. Verification was successfully carried out, despite the fact that, atypically for a casino, they demanded from me a photo of cards, a selfie with a card, an address certificate, an extract for 6 months, but also confirmation of income for half a year, an income questionnaire, and even monthly salary receipts-payslips ( was difficult to obtain, but achieved).

What we have as a result, from the moment of verification on February 18, the amount on the withdrawal by the method by which the deposit was made, i.e. Visa card. Rejected on the 19th, rejected again on the same day. I was asked to issue a bank transfer, which would be issued on the 19th and asked to wait up to 10 business days (although swift and others usually do not take more than 3 days), but I waited, I had no choice as such.

On March 1, the bank refused, the casino reported that the problem was on the recipient's side, although a couple of days later she said that this was for internal reasons. further from March 2nd to the current day, they demand to provide them with the following:

Make an withdrawal and record in video the console in the browser, check your connection, take a video of how I make the withdrawal, and provide them with screenshots of the available output methods (This is their website, but for some reason I have to provide this data, supposedly they do not have access to see which cashout methods available to me, utter absurdity)

Support says at the moment that the problem is in my card (Visa, what problem can be in the card, I received transactions from both US and EU within a month). And also, in the browser settings that they are currently studying and investigating

Attached a couple of chats with support, as well as screenshots with their tickets and requests to prove it

When asked how the settings of my browser or network or anything are connected with the fact that the bank does not process the transaction, no one answers me, and they also have an answer from the manager every 2 days, the support always says that they don’t know anything and not responsible.

What I want to say is that these are absolutely illogical requests, and they simply don’t want to pay me, although the amount is a penny by the standards of the casino, but their arguments and requests are just nonsense.

I have an issue with N1casino from 7-2-2023

I join in N1 casino last year and I uploaded documents needed by the financial department. Also, I didn't use a bonus it's my real money deposited by Neteller methods always. I play there and make deposits and also make withdrawals so I don't have an issue.

On 5-2-2023 I made a withdrawal after my winning. It was rejected 7 times and they required new documents and information still checked from 7-2-2023 and the requested withdrawal is still pending now.

it did not make sense to delay. Also, I upload my statement bank and statement Neteller the methods of payment I deposited at the casino, and also my source of my money.

I respect all terms and rules in the casino all information was true by pdf documents. Please resolve my issue as soon as possible. Regards,

<name removed>

Hi

I am not sure what to do now going forward with my withdrawal.

I requested a withdrawal of $2000nzd with N1 casino on the 10th of December. After a lot of rejections and issues with verifications, it has been sitting as pending ever since. Every time I speak to the live support team they give me different reasons. I have even requested an email approving my withdrawal which they haven't done and requested a transaction number of the withdrawal. They have told me the money has left their account. Another support person told me it hasn't.

I have made withdrawals this month and last month with Rocketplay, Betsson, Skycrown, and Bitstarz and have never had this delay or issue.

I added a raw balance on my account of $50nzd, I didn't use any bonuses nothing, and I feel like I am being punished for winning.

Your help on this matter would be greatly appreciated.

Hello dear “askgambler” :)

My issue is on n1 casino,  I have won 1200e and I withdraw 1000e. Withdraw was accepted and money was sent to my bank. But unfortunately my bank dont accept money from online casinos so they returned money on n1 and n1 returned money on my profile.

I attached every proof of everything its all clear.

I asked them can I open new bank account on bank that accept money from casino and withdraw money (it would still be my bank, my name) but n1 say that there is no way of withdraw money, but via bank transfer to same bank you deposit from.

If you have any solution for this I would be so grateful and I could pay you whatever you say :)

I think I could receive money via visa,  but they don't accept that option either. It was 2x 500e withdraw btw. Thanks.

Good day!

To whom it may concern. I have winnings in my account at N1 casino that my withdrawal has been on pending since last Friday.

I tried chatting with their chat and the keep blaming the bank, however I have never had this problem with N1 before and honestly had nothing to say about them till this incident.

One day they decided to call me to talk to me about bonuses and told the lady very bluntfully that I wouldn't depositing here until my withdrawal was approved, so then she told me she would personally look into it.

Received an email the following day admitting to a problem on my withdrawal and to wait. I ask for a time frame of waiting and everyone keeps telling me there is no time frame.

Thing is I don't find it right that my deposits are taken almost instantly and everyone in chat including this lady (Amanda) is telling me to wait.

I have been waiting and I have been patient. I am tired of waiting there is absolutely no reason for this to be longer than it has to be.

I am fed up of waiting so here I am asking for help from the AskGamblers team.

I have transcripts if needed too.

Thank you, appreciate it.