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.