N1 Bet Casino - Счет игрока закрыт, вывод средств задержан.

Hi casinoguru, please assist me in retrieving my funds.

Late April this year, I won twice in N1 casino. I had 740 euro and 680 USD in my N1 casino account.

I am uncertain if I won the money playing with deposit bonus or not, it's too long ago. But definitely not a no-deposit bonus. Neither did they claim any rules were broken, or deny my ownership of my funds. But however many emails I sent or documents I provided, they didn't send my funds and the process of them requesting additional documents once I had sent the last requested, was neverending.

While awaiting withdrawals from both these wallets in my N1 account, I received an email that my account was closed pr administrative decision. No further reason would be given.

I started an email dialogue to have my money withdrawn. My account was verified at this point, but they requested additional document uploaded; selfie, elbow fully showing, with passport and sheet of paper with casino name, date and my name.

After sending this, they requested a selfie outside my house, with passport in hand and housenumber showing. I emailed all requested documents, but they never sent my money. After a while, I kind of gave up and realized the casino were not going to send me my money.

I have not taken any of the steps I described in email to them (screenshots attached).

I have been advised to request assistance here in casino.guru. Hence this complaint and request for help.

Attached is screenshots from one of my emails to them, during a long fight to get my funds withdrawn.

Anything you need to assist me will be provided. Please advice.

Best regards

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with N1 Bet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• When was the last time you were in contact with the casino regarding the issue? Have you tried mediation via any options listed in one of your emails addressed to the casino?
• Could you please share with me your communication from the casino regarding the accusations made against you or the reasons for account closure? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Tomas

Thank you for looking into this for me. I believe I was a customer from April 15th 2025 until they closed my account a couple weeks later.

I played only slot games.

Last contact was 5th of May. After complying to numerous requests for added documents, I emailed and asked what additional, if any, documents they required. Their answer was that documents needed was listed in previous response in thread. There were however no documents listed that I had not already sent .

I am sending you emails received from them. No accusations were made, just an info that my account was closed by administrative decision.

Best regards

Anfinn

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martina ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear HMVSVEIS,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite N1 Bet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s account has been blocked and not verified?

Thank you in advance for providing the information.

Hello,

Thank you for reaching out and for allowing us to clarify the situation in detail. The player’s account was closed following an internal administrative decision based on our standard procedures. We can confirm that the refund process has already been initiated, and the relevant transaction is currently being prepared.

Please note that such operations may require some processing time, but we are doing our best to ensure it is completed smoothly. We kindly ask for a bit of patience while this is being finalized, and we will provide an update once the refund has been successfully completed.

Dear N1 Bet Casino Team,

Thank you very much for the update!

We would appreciate it if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Hello,

We are still processing the refund, and a few final steps are underway. Please allow us a bit more time - we will update you as soon as it is completed.

Hello,

Thank you for your patience throughout this process. We would like to confirm that the refund has now been fully processed on our side.

Thank you N1 Bet Casino Team for the update!

Dear HMVSVEIS

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

Dear HMVSVEIS,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Payment received. I appreciate your help Martina.

Oh HMVSVEIS, That´s wonderful! I'm so glad to hear that your money has arrived! I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.