Delaying the payment of a large withdrawal
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
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