N1 Bet Casino - Player’s account has been closed after claiming winnings.

Dear Casino Guru Team,

I am reaching out once again regarding a serious issue with N1Bet Casino related to an unpaid tournament prize from the "Spin & Win: Diamond Edition" tournament from Pragmatic Play held between October 24 and October 31, 2025.

I participated actively and reached 1st place, which corresponds to a €10,000 prize according to the tournament rules. I have attached screenshots showing my rank and the prize table clearly.

My account was fully verified and I was able to deposit and withdraw funds without any issues during my time at the casino. In fact, I successfully made several transactions, including a withdrawal of winnings from previous tournaments — which shows that everything was in order.

After multiple follow-ups, I received the following responses from N1Bet:

At first, I was told the delay was due to the provider not yet sending results.

Then, I was informed that all promotions, bonuses, and prizes are now unavailable to me due to my "reward status."

However, this decision was never communicated prior to or during the tournament, which I was allowed to participate in.

I continued to ask for clarity and have been repeatedly told the matter is under review.

And now, without any warning or justification, my player account has been disabled (see attached screenshot). This happened shortly after I insisted once again on receiving the prize I had clearly earned. It feels like an unfair retaliation.

This situation has now been ongoing, and I believe I have exhausted all internal channels.

I kindly ask Casino Guru to investigate this issue and help ensure the tournament prize is fairly awarded.

Thank you in advance for your support.

Best regards,

Claude 

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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 specify if the warning that you are not eligible to participate in that particular tournament was visible for you since the tournament began?

Could you please send me a screenshot of your deposit history and bonus history?

Have you had any issues with activating bonuses at this casino before?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

Dear Veronika,

Thank you very much for your follow-up and for helping me with this issue. I would like to provide detailed answers to your questions, along with some important clarifications based on my experience.

 

1. Tournament Restriction Message

I’m not certain whether the message "Sorry, you are not allowed to participate in this tournament" was visible before the tournament began. However, I was able to participate fully, and I reached 1st place on the leaderboard with a score of over 21 million points, as shown in my screenshot.

From my experience using this platform:

That specific restriction message generally appears only for provider-hosted (external) tournaments, like those from Pragmatic Play.

For VIP-only tournaments hosted directly by the casino, players who aren’t eligible simply don’t see the tournament in their profile at all.

For example:

Before I became a VIP, I could not see VIP tournaments.

After reaching VIP status, I gained access.

Later, when my VIP status was apparently removed, VIP tournaments disappeared again, but no error message was displayed.

For this reason, I believe the message was not a real-time eligibility block, but more of a system display issue. I was still actively playing, competing, and clearly ranking at the top of the tournament leaderboard

2. Activity During the Tournament

During the tournament period:

I was able to deposit and withdraw funds normally.

I received bonuses.

I had full access to VIP tournaments.

I was in regular contact with the VIP support team.

This confirms that my account was in good standing, and no limitation was in place during the event itself.

3. Account Verification and Bonus Eligibility

My account was fully verified, and I had no issues claiming or using bonuses in the past. I had successfully deposited and withdrawn funds multiple times, and I was actively participating in promotions and events.

• Promotional Emails & Account Activity

I regularly received promotional emails from N1Bet, including during the tournament period. I am attaching screenshots of these emails to confirm that I was actively targeted as an eligible player, reinforcing my participation status.

While I did not receive deposit confirmation emails, I did receive withdrawal confirmation emails, which I can also provide to show that my account was active and in use during the tournament timeframe.

4. Account Deactivation

After I raised concerns about the unpaid prize, my account was disabled without warning. I no longer have access to my data or support dashboard, which has made it very difficult to follow up directly with the casino. This make it also difficult to provide bonus and deposit history.

I truly appreciate the support from Casino Guru on this case. Please let me know if you require any additional information or documents, I’m more than happy to provide them.

Best regards,

Claude

Have you received any updates from the relevant department in the meantime? If so, kindly forward me all the evidence I have not yet received from you at [email protected].

How long have you been unable to activate any bonuses at this casino?

Could you please specify if you had to make any deposits to sign into this tournament?

Hi Veronika,

Thank you for your follow-up.

There has been no update from the casino regarding the resolution of my case. The only action I was able to take was to request and receive my official bonus and deposit history, which I’ve already forwarded to you via email.

I also discovered that my account has been deactivated, but I was never notified of this by the casino. I only found out when I attempted to log in and saw the message that my account is disabled.

As shown in the bonus history, the last bonus I received was a free spin on 27/10/2025. I later made a deposit on 03/11/2025, but no bonus or free spins were granted, and this continued with further deposits. At this point, I also noticed that I no longer had access to VIP privileges.

Regarding the tournament, no deposit was required to sign up. I only made deposits during the tournament after losing my balance while participating.

Thank you for the additional information. Could you please specify what the real-money balance in your account was at the time the casino closed it? Now I am not talking about prizes or bonuses, but about real-money balance. If you received any additional communication from the casino regarding the deactivation of your account, kindly forward it to me.

Dear Veronica,

At the time my account was deactivated, my real-money balance was under €100. Unfortunately, I can’t confirm the exact figure since my account has been fully disabled and I no longer have access to that information.

Additionally, I would like to confirm that I did not receive any communication or prior notice from the casino regarding the deactivation of my account. I only found out when I attempted to log in and saw the message stating, "Your account is disabled."

Dear bricefox

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika