Reclamação #79
N1Bet Casino
Delayed withdrawal without justifiable reason
há 3 meses
Dear AskGamblers Team,
I am submitting a complaint regarding delayed withdrawals at N1bet.
Clause 11.7 of the casino’s Terms and Conditions states:
“The withdrawal request are processed from 0 to 24 hours depending on the chosen payment method, but, please, keep in mind that some web wallets take up to 1 day to process the withdrawal request.”
The current withdrawal requests are as follows: €500 requested on 1 February at 22:56, €300 requested on 1 February at 23:00, and €350.25 requested on 2 February at 01:26. All three withdrawals remain in pending status well beyond the 24-hour timeframe set out in Clause 11.7.
When I contacted live chat to ask why Clause 11.7 was not being applied, I received multiple, contradictory explanations. Agent Aphrodite initially stated the delay was due to “traffic on the website.” She then changed the explanation to “added verification.” She then changed it again, stating I was “verified on the website but not verified on the system,” a distinction not defined anywhere in the Terms and Conditions. These explanations are mutually inconsistent and none are supported by the published Terms.
In a subsequent live chat with agent Massimo, I was repeatedly told that withdrawals may take up to 72 hours, despite my pointing out that Clause 11.7 specifies a 0–24 hour processing period. When I explained that the only clause referencing a 72-hour period applies only when a player needs to be verified first, and that I am already verified (and withdrew successfully just a few days ago), the agent did not contradict or challenge this interpretation. Instead, he continued to repeat the “72 hours” claim without providing contractual justification.
I then directly asked the agent to identify the authority in the Terms and Conditions on which he was relying to state that 72 hours applied to my withdrawals. This question was not answered. As can be seen in the attached PDF transcript, the agent avoided the question entirely and merely repeated that withdrawals take 72 hours, despite acknowledging that my documents were in order and that no verification was pending. Agent Massimo went further and stated that “no remedial action is available under these circumstances,” demonstrating a concerning disregard for the casino’s own stated timelines and for the customer’s contractual rights.
As stated earlier, I am already fully verified and have withdrawn successfully from this casino in the very recent past, including a cryptocurrency withdrawal to the same address on 30 January. No clause in this casino's Terms mentions "added verification" or "further verification" or anything similar. The terms are clear: there is one clause, Clause 11.7, which mentions 24 hours for processing, and another clause that explicitly mentions 72 hours only in the context of verification. That clause clearly applies to a withdrawal request made prior to verification, not to post-verification withdrawals such as mine. Notably, when this distinction was raised with agent Massimo, it was never disputed, corrected, or rebutted.
In conclusion, the casino’s agents have provided shifting and contradictory explanations for the delay, repeatedly relied on a 72-hour timeframe without contractual authority, avoided answering a direct question about the basis for that timeframe, and confirmed that no verification issue exists while stating that no remedial action is available. Taken together, this strongly suggests that the delay is a tactical or operational delay, rather than one permitted under the Terms and Conditions.
I respectfully request AskGamblers’ assistance in requiring the casino to either process my withdrawals immediately in accordance with Clause 11.7, or clearly demonstrate, with evidence, a contractual basis for withholding verified withdrawals beyond the stated 24-hour timeframe. The total amount currently withheld is €1,150.25.
I have attached a PDF of my chat with Massimo, as well as documentation of the pending withdrawals and proof that I am verified.
I am submitting a complaint regarding delayed withdrawals at N1bet.
Clause 11.7 of the casino’s Terms and Conditions states:
“The withdrawal request are processed from 0 to 24 hours depending on the chosen payment method, but, please, keep in mind that some web wallets take up to 1 day to process the withdrawal request.”
The current withdrawal requests are as follows: €500 requested on 1 February at 22:56, €300 requested on 1 February at 23:00, and €350.25 requested on 2 February at 01:26. All three withdrawals remain in pending status well beyond the 24-hour timeframe set out in Clause 11.7.
When I contacted live chat to ask why Clause 11.7 was not being applied, I received multiple, contradictory explanations. Agent Aphrodite initially stated the delay was due to “traffic on the website.” She then changed the explanation to “added verification.” She then changed it again, stating I was “verified on the website but not verified on the system,” a distinction not defined anywhere in the Terms and Conditions. These explanations are mutually inconsistent and none are supported by the published Terms.
In a subsequent live chat with agent Massimo, I was repeatedly told that withdrawals may take up to 72 hours, despite my pointing out that Clause 11.7 specifies a 0–24 hour processing period. When I explained that the only clause referencing a 72-hour period applies only when a player needs to be verified first, and that I am already verified (and withdrew successfully just a few days ago), the agent did not contradict or challenge this interpretation. Instead, he continued to repeat the “72 hours” claim without providing contractual justification.
I then directly asked the agent to identify the authority in the Terms and Conditions on which he was relying to state that 72 hours applied to my withdrawals. This question was not answered. As can be seen in the attached PDF transcript, the agent avoided the question entirely and merely repeated that withdrawals take 72 hours, despite acknowledging that my documents were in order and that no verification was pending. Agent Massimo went further and stated that “no remedial action is available under these circumstances,” demonstrating a concerning disregard for the casino’s own stated timelines and for the customer’s contractual rights.
As stated earlier, I am already fully verified and have withdrawn successfully from this casino in the very recent past, including a cryptocurrency withdrawal to the same address on 30 January. No clause in this casino's Terms mentions "added verification" or "further verification" or anything similar. The terms are clear: there is one clause, Clause 11.7, which mentions 24 hours for processing, and another clause that explicitly mentions 72 hours only in the context of verification. That clause clearly applies to a withdrawal request made prior to verification, not to post-verification withdrawals such as mine. Notably, when this distinction was raised with agent Massimo, it was never disputed, corrected, or rebutted.
In conclusion, the casino’s agents have provided shifting and contradictory explanations for the delay, repeatedly relied on a 72-hour timeframe without contractual authority, avoided answering a direct question about the basis for that timeframe, and confirmed that no verification issue exists while stating that no remedial action is available. Taken together, this strongly suggests that the delay is a tactical or operational delay, rather than one permitted under the Terms and Conditions.
I respectfully request AskGamblers’ assistance in requiring the casino to either process my withdrawals immediately in accordance with Clause 11.7, or clearly demonstrate, with evidence, a contractual basis for withholding verified withdrawals beyond the stated 24-hour timeframe. The total amount currently withheld is €1,150.25.
I have attached a PDF of my chat with Massimo, as well as documentation of the pending withdrawals and proof that I am verified.
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