The player from Germany filed a complaint against N1 Bet, expressing concern about their handling of her request to close her account due to gambling addiction. Despite her explicit requests for immediate closure and waiver of bonuses, the casino attempted to dissuade her and continued sending promotional emails, illustrating a lack of adherence to responsible gambling principles. She stated that she requested closure on 26 June, but the account was not blocked until 17 July, during which time she deposited and lost over €1,000. We asked her for original email evidence to continue the investigation, but she did not respond, so the complaint was closed for now due to lack of cooperation.
N1 Bet Casino - Player's account closure request is mishandled.
Closed
Our verdict
Player stopped responding
Amount: €1,000
N1 Bet Casino
Safety Index 7.0 Above averageCase summary
Discussion
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1 month ago
Translation
Complaint against N1 Bet
I would like to file a complaint against N1 Bet, as I found the casino's handling of my request to close my account due to gambling addiction to be problematic.
On June 26, 2026, I explicitly informed N1 Bet that due to my gambling addiction, I wished to close my account permanently and immediately. I explicitly stated that I waived all bonuses and remaining balances and only requested the immediate closure of my account.
The following day, I explained in detail once again that I had definitively decided against online gambling. I informed the casino that I had lost a great deal of money through gambling, that I had lost control of my gambling behavior, and that I no longer wished to receive any advertising.
Instead of immediately fulfilling my request, the casino repeatedly tried to dissuade me from closing my account. Among other things, I was offered a break from playing, deposit and loss limits, as well as free spins, bonus offers, and cashback.
I had to explicitly state several times that I wanted to close my account permanently. Only after I had clearly explained this on multiple occasions was my request accepted.
In my view, this approach does not align with the principles of responsible player protection. If a player explicitly states that they wish to quit permanently due to a gambling addiction, this wish should be granted immediately and not influenced by repeated bonus or cashback offers.
In addition, I later received further promotional emails, including one about winning a tournament, even though I had previously explicitly stated that I no longer wanted to receive any advertising.
I therefore request that Casino Guru investigate this matter and assess whether the casino's conduct is compatible with the principles of responsible gambling. Furthermore, I request that the casino re-examine my case and seek a goodwill solution.
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1 month ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 month ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please clarify when exactly the casino finally closed your account?
- Did you make any deposits between 26 June, when you requested the closure of your account, and the date when the casino finally closed it?
- What was the real-money balance in your account at the time you informed the casino about your gambling problem and requested self-exclusion?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 month ago
TranslationI requested it on June 26th, and my account wasn't blocked until July 17th. During that time, I deposited and lost over €1,000. Only after I requested it again was my account closed.
Here you can clearly see the progression!
Even though I subsequently stated that I still wanted the account deactivated, it remained open despite my repeated requests. I have several screenshots of this.
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1 month ago
Before we proceed with the investigation, please forward me the complete, original, uncropped emails, preferably as .eml attachments, along with the casino's responses, to veronika.f@casino.guru. Please do not send me screenshots. I need the original email messages in their entirety. Thank you for your cooperation.
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4 weeks ago
Dear nana1995,
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.
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3 weeks ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
