N1 Casino - Бонусні виграші гравця були анульовані.

Hello I used the third deposit bonus and wanted to cash out 1080 then it was said I violated the bonus terms and conditions and played with over € 5, which is wrong, but I only played € 1-3 and the casino has now stolen the hero from me

Hallo habe den dritten Einzahlbonus genutzt und wollte 1080 auszahlen lassen dann hieß es ich habe gegen die Bonus AGBs verstoßen und mit über 5€ gespielt was aber nicht stimmt habe immer nur so 1-3€ gespielt und das Casino hat mir das Held jetzt weggenommen

Dear Willi,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found https://www.n1casino.com/bonus-terms-and-conditions:  

„Third Deposit Bonus

Maximum bet while wagering: 5 EUR/USD (50 NOK, 7.5 CAD, 400 RUB, 20 PLN), for players in the League of Legends: 10 EUR/USD (100 NOK, 15 CAD, 800 RUB, 40 PLN)."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet.

Please do not hesitate to forward your game and bonus histories along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I didn't play more than € 3, definitely not

Ich habe nicht höher als 3€ gespielt definitiv nicht

Could you please forward your game history in Excel format before we'll contact the casino? Please understand that it would be much easier to confront the casino if we had supporting evidence. Thank you in advance for your cooperation.

Yes, I would like that, unfortunately you can only see the last 50 spins

Jaa das würde ich gerne leider sieht man nur die letzten 50 Spins

Have you tried requesting it from the casino directly, please?

Yes, unfortunately I only get the answer that I can see the last 50 and when asked it says that it cannot be sent to me

Jaa leider bekomme ich nur als Antwort das ich das einsehen kann die letzten 50 und auf Nachfrage heißt es das mir das nicht zugesendet werden kann

Thank you very much, Willi, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I hope so, thank you very much

Das hoffe ich auch vielen Dank

Hello Willi,

I looked at your complaint and will do my best to help you. I would like to invite N1 Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

We would like to ask the N1 Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Good afternoon, 

Dear Casino Guru, thank you for reaching out to us.

Dear Willi, I'm sorry to hear of the issue you have been experiencing with this. Please be informed we double-checked all the details of your win attentively. 

The maximum bet while wagering is 5 EUR or equivalent (5 USD, 50 NOK, 7.5 CAD, 400 RUB, 20 PLN). The max. bet limit includes bets doubling after a game round has been completed and bonus rounds (purchased within the game). 

As far as we can see, you had bets when playing with the third deposit bonus above 5 EUR. That's why we had to correct your balance to the deposit amount.  

Unfortunately, due to GDPR, I am unable to post these proofs for you here. If you come up with more questions about the details of your bets, don't hesitate to contact our live chat that is available 24/7, or simply by writing us an email via support@n1casino.com. You will be provided with all the necessary information.

Please accept our sincere apologies for the disappointment caused by the conversation with our agent. Could you please provide a correspondence where you were refused information about your bets? This case will be reviewed by our management.

Casino Guru, could you please provide the email address where I can send the necessary evidence as proof that the player made bets above 5 euros with an active bonus?

Thank you in advance for your collaboration!

Kind regards,

N1 Casino

Dear Casino,

please, send the evidence to my email: viliam.v@casino.guru

Thank you

Dear Willi,

The casino has provided your gambling history and I can confirm that you were using higher bets than allowed. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.