N1 Casino - プレイヤーが賞金を受け取れずにいます。

After I requested a withdrawal. Did this work first. At the next game, the amount was booked back. I live in Switzerland!! Pay for the games with my credit card and expect the amounts to be paid back. If it's not with my account ✨ there must be another solution. Thank you Virginia H***

Nachdem ich eine Auszahlung beantragte. Hat dies zuerst funktioniert. Beim nächsten Spiel wurde der Betrag zurück gebucht. Ich wohne in der Schweiz!! Bezahle mit meiner Kreditkarte die Spiele und erwarte dass die Beträge wieder zurück bezahlt werden. Wenn es nicht mit meinem Konto ✨, muss es eine andere Lösung geben. Danke Virginia H***

Dear virginiahartmann79,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear virginiahartmann79,

We see no pending or processed withdrawals at our end.

You have to pass verification procedure at first.

All information in regard to it can be found in your email box.

Dear virginiahartmann79,

Have you received your withdrawal from the casino yet?

Good day

Now I know what went wrong. I live in Switzerland. However, I have the German delivery address, reported when registering N1. I buy a lot in Germany. When filling in automatically, the German address has been inserted. This was not intentional. This is the reason the payout/verification doesn't match. I wrote N1 support. Got no answer. When I log into my account, the page "Spielban" comes up in Switzerland. All verification details have been sent accurately. Is there another reason?? Many thanks for your help

kind regards Virginia H***

Guten Tag

Nun weiss ich was falsch gelaufen ist. Ich wohne in der Schweiz. Habe jedoch die Deutsche Lieferanschrift, beim anmelden N1 gemeldet. Ich kaufe sehr viel in Deutschland. Beim automatisch ausfüllen, ist die Deutsche Anschr. eingefügt worden. Dies war keine Absicht. Dies ist der Grund, dass die Auszahlung /Verifikation nicht überein stimmt. Ich habe N 1 Support geschrieben. Keine Antwort bekommen. Wenn ich auf meinem Konto einloggen, kommt die Seite "Spielverbot" in der Schweiz. Alle ANgaben zur Verifizierung sind genau gesendet worden. Gibt e einen anderen Grund?? Vielen Dank für Ihre Hilfe

freundliche Grüsse Virginia H***

Dear virginiahartmann79,

Please provide this explanation to our support team and upload the other documents requested.

I hereby send you the answer.

hiermit sende ich Ihnen die Antwort.

This is the second part of this answer.

Dies ist der zweite Teil dieser Antwort.

Hello everyone,

N1 Casino, thank you very much for your assistance.

virginiahartmann79, do I understand correctly that you created your account with incorrect details? Have provided the explanation together with all the required documents as requested by the casino representative?

I corrected the address. Now they want a PDF extract from the bank. Will get this done today

Thank you Virginia

Ich habe die Anschrift berichtigt. Nun wollen sie noch eine PDF Auszug von der Bank. Werde dies heute erledigten

Vielen Dank Virginia

Great, please, keep us updated about any further developments. Thanks.

Dear virginiahartmann79,

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.

Have submitted the documents for verification several times. The address has also been corrected. Old address/ new address.!!!

Casino N1 is often written in English!!! In addition, at least EUR 5,000.00 was deducted from the account. But not on my bank account. credited. The address was not submitted under false information. Since I often shop in Germany and thus save the German parcel address, I did not see that this address was given when transferring to N1. Kind regards, Virginia H***

Habe die unterlagen für die Verifizierung mehrmals eingereicht. Die Anschrift wurde ebenfalls berichtigt. Alte Adresse/ neue Adresse.!!!

Oft wird Englisch von casino N1 geschrieben!!! Zudem wurden von dem Konto mindestens Euro 5000.00 abgezogen. Jedoch nicht an auf meinem Bankkto. gutgeschrieben. Die Anschrift wurde nicht unter falschen Angaben eingereicht. Da ich oft in Deutschland einkaufe und dadurch die Deutsche Paket Adresse gespeichert, sah ich nicht, dass bei der Überweisung an N1 , diese Anschrift angegeben war. Freundliche Grüße Virginia H***

virginiahartmann79, do I understand correctly that the casino confiscated €5,000? Was it because of the issue with your address?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Good evening Kristina

As requested, I had sent the correspondence between N1 and myself to her email address. That the 5,000 euros were suddenly no longer in my account. Exactly the same thing happened with the second player account "f***@bluewin.ch". I was not informed at all. The money was just gone!! Can't understand. Maybe you can help me. Kind regards, Virginia H***

Guten Abend Kristina

Den Schriftwechsel N1 und mir, hatte ich wie gewünscht an ihre Mail Adresse gesendet. Dass die Euro 5'000.-- waren plötzlich nicht mehr auf meinem Konto. Beim 2. Spielerkonto "f***@bluewin.ch " ist genau das gleiche passiert. Ich wurde überhaupt nicht informiert. Das Geld war einfach weg!! Kann das nicht begreifen. Vielleicht können Sie mir helfen. Freundliche Grüße Virginia H***

Do I understand correctly that you had more than one active account at this casino?

With the account 2. f***14@bluewin.ch, I could not log in. v***79@gmail.com there is no more money!!

How things are going is not clear to me.

Kind regards, Virginia H***

Beim Konto 2. f***14@bluewin.ch, konnte ich mich nicht einloggen. v***79@gmail.com ist nun kein Geld mehr vorhanden!!

Wie, die Sache abläuft ist mir nicht klar.

Freundliche Grüße Virginia H***

Please understand that having more than one active account per casino is prohibited by the vast majority of online casinos and this is probably the reason why your accounts have been blocked.

Could you please advise if you activated any bonuses on both of your accounts? Have you accumulated 10,000 CHF (dispute value) with or without an active bonus?

This was without a bonus.

Dies war ohne Bonus.

Could you please advise if you activated any bonuses on both of your accounts? Were both accounts active at the same time?

Dear virginiahartmann79,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.