N1 Casino - プレーヤーがKYC検証を完了するのに苦労しています。

Hi I won a large amount of money over 5000 I want to withdraw but n1 will not give me my money keep in rejecting because I don't have a utility bill in my name and I have a joint account with my ex at my bank so I can not get my address changed on the statement without his signature problem is he lives 7 hrs away from me and doesn't use that account anymore..I've tried to send other government mail ect with my name and address but n1 keeps rejecting my request

Dear Jocelyn,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found https://www.n1casino.com/terms-and-conditions:

„We reserve the right to verify the player’s identity. The provided identification, address, contact email and telephone number must be valid. It's the responsibility of the player to ensure that all provided personal information and all the documents as part of the "Know Your Client" (KYC) process are genuine. Faked or fraudulent documents provided will result in confiscation of deposits and potential winnings of the player."

„In order to verify player`s account casino management require documents (ID, payment systems, utility bills еtc) in Latin or Cyrillic alphabet. In case player doesn’t have an opportunity to provide documents in above-mentioned alphabets casino reserves the right to demand video verification where player shows his/her documents."

Could you please, forward any relevant communication to petronela.k@casino.guru? Have you deposited any funds in to your account or the winnings were accumulated from a No Deposit bonus? Please, send us a link of the exact bonus that you have redeemed. Thank you very much in advance for your reply.

Best regards,

Petronela

I sent in all the documents that they were asking for I sent in picture of myself holding my picture iD I'm able to verify my phone number I sent a picture of the screen shot I took of numerous different things with my name and address but they say sorry nope it has to be a bank statement or utility bill

Dear Jocelyn,

Thank you very much for your reply. I’m afraid it will be very difficult to verify your account without utility bill or bank statement. These two forms are standard required documents for the identity verification in any casino. Would it be possible to arrange any utility bill  with your name in the near future? Have you tried to communicate this option with the casino?

Lastly, could you please confirm that your winnings weren’t accumulated from a No Deposit bonus and you have deposited funds in to your account? Thank you in advance.

Hi I managed to get a bank statement and withdrew 4000 $ two days ago 😊 thank you for your response

Happy winnings 😊

Thank you very much, Jocelyn, for the update. Do I understand it correctly that your problem has been resolved? Do I have your permission to close this complaint or there's anything else we could help you with? Thank you in advance for your reply.

Dear Jocelyn,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.