N1 Bet Casino - Player's account closure request is ignored.

am submitting a complaint against N1Bet regarding their failure to act on multiple requests to close my account and their failure to apply responsible gambling safeguards.

I made several clear requests for my account to be closed, including in August 2025 and again on 16 September 2025. Despite these requests, my account remained active. Instead of closing or restricting my account, the casino continued to engage with me, offering bonuses and encouraging continued play.

At one point, I was advised to "log off and not play for a while," which is not equivalent to closing or restricting an account.

Following these requests, I continued to deposit and gamble. My transaction records show repeated deposit attempts, escalating deposit amounts, and high-frequency gambling activity within short timeframes. Withdrawals were also reversed or not completed, allowing continued gambling.

The casino failed to:

act on my account closure requests

restrict or suspend my account

intervene despite clear signs of harmful gambling behaviour

apply any responsible gambling measures

As a result, I incurred significant financial losses between 16 September 2025 and 16 November 2025, which would not have occurred had my account been closed when requested.

I requested full records from the casino, however only partial data (payment history) was provided, with no correspondence or internal chat logs included.

I am requesting a full review of my account and repayment of losses incurred during this period.

I have supporting evidence including correspondence with the casino and transaction records.

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Dear Tbomb24,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

I have sent the requested information to you via your enail address provided

Hello Tbomb24,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hi Veronika,

Thank you for the update, I’m happy to wait for your return.

In the meantime, I have completed a more detailed review of my transaction history which I would like added to the case.

From 16 September 2025 onwards, my account shows a total of 512 attempted transactions amounting to $1,130,847 AUD. Of this, $206,618 AUD was successfully processed, while $924,229 AUD was discarded.

Based on the accepted deposits and the accepted withdrawals identified so far, my net loss is at least $173,118 AUD. This may increase pending confirmation of any additional withdrawals not yet accounted for.

The transaction activity clearly shows repeated deposit attempts, escalating amounts, and high-frequency behaviour consistent with loss-chasing.

This occurred after I had already requested my account to be closed. Despite this, no restrictions were applied and I was able to continue depositing and gambling.

I believe this further supports my position that appropriate responsible gambling measures were not applied.

 I will be sending the transaction files and supporting data to you via email for review.

I will await your return and appreciate your assistance in reviewing this information as part of the case.

Dear Tbomb24,

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at kristina.s@casino.guru.

Thank you for your understanding.

Best regards,

Kristina

Casino.Guru 

Thank you for your patience, Tbomb24. Could you please forward me all the emails and communications that you sent to Veronika? My email address is kristina.s@casino.guru. I understand that this is inconvenient, but unfortunately, I don't have access to her emails.

Also, can you please clarify whether you currently have access to your casino account? If you don't, when exactly was the account closed, please?

Thank you for your cooperation.

Hi Kristina,

Thank you for taking over the case, I appreciate your assistance.

I will forward all previous email communications that were sent to Veronika so you have full visibility of the situation.

In response to your question, I am still able to log into my casino account, however I am currently unable to deposit or place bets.

At this stage, I am still confirming the exact date of my initial request to close or restrict the account. From my understanding, this request was made in earlier correspondence where I raised concerns about the procedures and activity on my account.

What I can confirm is that after raising those concerns and requesting action to be taken, I was still able to continue accessing the account and depositing funds for a period of time.

I have attached my transaction report, which outlines the volume of activity during this timeframe and will assist in establishing the sequence of events.

The core of my complaint is that my request for intervention was not actioned in a timely manner, and I was not adequately protected during that period.

Thank you for the email. I understand how upsetting it can be to feel that a casino hasn’t protected you properly, and I’m sorry for the frustration this situation has caused. However, the self-exclusion request, where a player stated the gambling problem clearly, is the essential evidence that each player must provide in order for us to proceed with a case like this.

Unfortunately, your messages to the casino do not include any information about gambling issues you may be experiencing. Therefore, at this point, I can only recommend that you send another self-exclusion request if you feel like gambling has become challenging for you and you want to close your account.

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable, as casino support receives many requests per day; hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another self-exclusion request to the casino support team (support@n1bet.com) and keep me updated on any further developments.

Hi Kristina,

Thank you for your response and clarification, I appreciate it.

I understand the importance of clearly stating a gambling problem in a self-exclusion request.

However, I would like to clarify that in my previous communications with the casino via live chat or WhatsApp .I did request to be blocked/restricted and indicated that I was struggling with my gambling behaviour amd spending to much money From memory, these requests were not actioned appropriately, and instead I was advised to "take a break" rather than having proper restrictions applied.

Unfortunately, I have been unable to retrieve these chat transcripts despite requesting them from the casino.

Given this, I believe there may still be relevant evidence within the casino’s internal records that has not been provided.

I understand your position regarding the requirement for a clearly stated self-exclusion request. However, I believe this approach may be too narrow in assessing the situation.

In my case, I did make attempts to be blocked or restricted, particularly via live chat, where I expressed concerns about my gambling behaviour. From memory, these were not acted on appropriately, and instead I was advised to "take a break" rather than having any meaningful restrictions applied.

While I acknowledge I may not have used the exact wording of "gambling addiction" or a formal self-exclusion request in writing, I believe there is still a responsibility on the operator to recognise clear signs of distress or requests for intervention and act accordingly.

Given this, I would ask whether it would be possible to consider the broader circumstances of the case, including:

The volume and pattern of transactions

Attempts to restrict or stop access

The casino’s responses at the time

We regret to inform you that, in accordance with our company policy, we are unable to provide further assistance unless players notify the casino regarding their gambling concerns. If you do not have any documentation related to this matter, our options as a mediator are limited, as we believe that players must provide supporting evidence in cases like this. Please let me know if you decide to reach out to the casino and follow my guidance to request self-exclusion. Thank you for your understanding and cooperation.

Dear Tbomb24,

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.

Hi Kristina,

Thank you for your response, I appreciate the clarification.

I understand your position regarding the need for clear documentation of a self-exclusion request.

However, I would like to note that I have made requests to N1 Bet to obtain my full communication history, including live chat transcripts where I believe relevant interactions took place. Unfortunately, these requests have not been fulfilled so far.

As these records are held solely by the casino, I am currently limited in what I can provide directly. I believe these communications may contain important context regarding my attempts to be restricted or my concerns at the time.

Given this, I kindly ask whether the case can remain open while I continue efforts to obtain this information, or if there is any way the casino could be prompted to review their internal records in relation to my account activity and communications.

I am actively working to gather any additional supporting evidence and will provide anything further as soon as it becomes available.

Thank you again for your time and assistance.

Kind regards,

Tom O***

Dear Tbomb24,

I understand how upsetting it can be to feel that a casino hasn’t protected you properly, and I’m sorry for the frustration this situation has caused. However, we won’t be able to assist further in this matter. The self-exclusion request, where a player stated the gambling problem clearly, is the essential evidence that each player must provide in order for us to proceed with a case like this, and we are not in a position to force casinos to provide this evidence.

Since you do not have sufficient proof to support your case, we cannot handle this complaint as a failed self-exclusion or request a refund, and I am forced to reject this complaint.

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool. 

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.