N1 Bet Casino - Player’s account is closed, and withdrawal is delayed.

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Dear Maxmontana,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand it correctly, that you have accumulated your winnings from deposit bonus, please? I have checked bonus policy, and this is what I found: 

1.9 The maximum win is limited to 10x the bonus amount, unless otherwise stated in the bonus offer. It means that the maximum win of a deposit bonus is calculated as the bonus money the player receives multiplied by a maximum win coefficient (x10 by default). The maximum winnings from deposit Free Spins cannot exceed x10 of the bonus amount received as a result of the Free Spins play.

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.  

If there is any additional information that would support your case, please do not hesitate to contact us, otherwise I will be forced to reject your complaint. Thank you for your understanding.  

Best regards, 

Katarina

Yes but I was playing for over 1 Hour already After I wagered the bonus already.. I mean at any given time it has to be converted to real money. They reset my balance manually to 1200€ and now if I play the bonus rule would not apply to my money anymore too. So it is a scam. They manually set my balance to 1,200€ after 1h plus playing with the wagered money. Just after my withdrawal got canceled

best regards

Bernhard

And I am totally fine that there is a maxwin limit for bonus money but you can’t let people play hours and hours after they wagered the bonus and then set the winnings at any time you want back to 1200€ max win.. you could see everything in a detailed game log. I already reached the "max win" 1200€ hours before they said it’s the max limit for winnings..

this is the answer i got from the casino manager.

and this is my answer to it:

You yourselves say it: "The maximum winnings from deposit Free Spins cannot exceed x10 of the bonus amount received as a result of the Free Spins play."

And the other part: even if the T&Cs are worded exactly like that, it means that as soon as I have completed the wagering requirement for the bonus amount, everything beyond that is real money and no longer tied to the bonus.

What you’re doing here is a wrong/misleading interpretation of your own T&Cs. I can fully understand that AFTER completing the wagering the winnings are capped at 1,200 according to your rules. But in my view, all further spins after that should count as playing with my own funds that I’m using.

That’s why I want a detailed list of all games and wins with timestamps – basically the entire game log. I will have the whole thing reviewed further and will also file an official complaint with the gambling authority, because this cannot be legal. The T&Cs are written far too vaguely and, in my opinion, this interpretation is simply not correct.

I would also like to point out that I’ve been playing with you on n1bet.com for 2 years now (and before that on n1casino.com) and I would actually very much like to continue doing so. But this interpretation of the T&Cs is fraud, and I have never experienced anything like this at any other casino before. I’ve been a customer at many casinos, and not a single one has ever done anything like this.

it even states in their own game log that after the bonus wager is done my winnings was 3400~€ ok set that to 1200€.. but after their game log says my "vip weekly reload" is done i won another 2500€ so atleast this money should not be reset to a whole 1200€ so they let me withdraw 1200 but they still owe me 2500€

Dear Maxmontana,

thank you for your replies.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

hello i just forwarded all mails.. maby its a bit messy but i sent everything to you thanks for going trough with me

Dear Maxmontana,

thank you for the emails.

Could you also share the game history with me? As it was not provided with your initial communication.

Looking forward to your reply,

Katarina

Hey hier der link den ich per email zu meinem spielverlauf bekommen habe

https://casino-a0d7392c0909.intercom-attachments-7.com/i/o/dtbns3c8/1858457929/75271abde9c533ddfb01d09e9732/DSAR_oh-man_gmx_net_n1bet.zip?expires=1782967788&signature=2af3454cf072f3e63a44dc2c15ee412af943df28b61c078f980cf55253c13796&req=dSgiHs17mohdUPMW2XS%2FiRwSrnlvXAJoskEw9LC1iKxpH%2BqHVek%3D%0A

the games and time played is from 28 Nov 2025, 01:47 to 28 Nov 2025, 04:42 i dont know how to edit 

it so you can find it easier.. its my complete game log with n1bet

and it Even states in the Game log where the Bonus Money is finished and where real Money Beginns

thanka for Investigation and helping me

Dear Maxmontana,

thank you for the documents provided.

Do I understand correctly that your account is blocked?

Could you please clarify what is your account balance at the moment?

Looking forward to your reply,

Katarina

my account isnt locked anymore it was locked for a short period of time when they reset my balance to 0 and added the 1200€ manually at the moment the account is working and i can deposit money and withdraw money

Hello Maxmontana,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina 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 Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks a lot I Hope she has some nice Holidays and a good slide into New years

I am Patient until she is back

Dear Maxmontana,

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, Matej (matej.l@casino.guru). 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,

Katarina

Hello Maxmontana, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of N1 Bet Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s balance has been adjusted and what caused the additional delays? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hey, yeah, that’s okay with me. So, my balance was set to €1200 after I had won around €5500. I was told that, according to the terms and conditions, when playing with bonus money, the maximum win can only be 20 times the deposited amount as the "maximum win". I can accept that up to the point where I have fully wagered the balance... but once I have wagered the balance and it becomes withdrawable or is shown as "real money" in the game log, it is no longer justifiable to cap the additional winnings beyond that and set the entire balance to €1200.

The support team kept referring to the T&Cs and said it was legal, but I don’t see it that way. Because if that were the case, they should have capped it at €1200 immediately after the wagering was completed and not let me continue playing for over an hour. In this case, I happened to win, but if I had lost everything, it would simply have been gone.

I think it’s outrageous to treat a long-term customer like this. I’ve been playing continuously at N1Bet and also at its predecessor N1Casino. Since this incident, I’ve been seriously considering switching casinos, because I’ve never experienced anything like this before — not at any casino, even when using bonus money.

Hello,

We would like to clarify the situation regarding this case.

On 28 November, the player made a deposit of 120 EUR and received a 100% deposit bonus (VIP Weekly Reload) in the amount of 120 EUR.

According to our Terms and Conditions, the following rule applies:

"1.9 The maximum win is limited to 10x the bonus amount, unless otherwise stated in the bonus offer. It means that the maximum win of a deposit bonus is calculated as the bonus money the player receives multiplied by a maximum win coefficient (x10 by default)."

Based on this rule, the maximum possible win from this bonus was 120 EUR × 10 = 1200 EUR. As the player’s winnings exceeded the maximum allowed amount of 1200 EUR, the balance was therefore adjusted down to the applicable maximum win limit in accordance with the Terms and Conditions.

It is important to clarify that the maximum win refers to the maximum amount that can be withdrawn from a bonus, not the balance that may appear on the account after bonus wagering. Any winnings exceeding this limit are subject to adjustment as defined in the bonus rules.

The adjusted balance of 1200 EUR was subsequently successfully withdrawn by the player.

Therefore, all actions taken in this case were fully in accordance with the applicable bonus rules, and the payout was processed correctly.

Yeah, that was the statement you’ve been giving the whole time, but show it to me in the T&Cs… That’s just your interpretation, and in the T&Cs it’s worded differently — it doesn’t say 'can be paid out' or anything like that, it says exactly this:

1.9 The maximum win is limited to 10x the bonus amount, unless otherwise stated in the bonus offer. It means that the maximum win of a deposit bonus is calculated as the bonus money the player receives multiplied by a maximum win coefficient (x10 by default). The maximum winnings from deposit Free Spins cannot exceed x10 of the bonus amount received as a result of the Free Spins play.

It doesn’t say anything about it only applying once it’s wagered, or how exactly 'win' is defined… That’s just what you’re saying now so you don’t have to pay me the rest of the winnings.

This definition that it supposedly refers to 'the maximum amount that can be paid out' is nowhere clearly formulated or even mentioned, so it’s misleading.

Dear Maxmontana, I think I am starting to see the issue here. It's the wording. Took me a while - because like the casino staff - I am used to read these terms and learned a long time ago, that anything worded as "max win" means maximum you can win from the said bonus overall. It doesn't mean maximum win from a single bet or per day. In this regard I would advise you in the future always assume the worse option is the correct one. Alternatively, ask the live chat agent to elaborate, before claiming any bonus. I know it's not the best wording option, but can confirm this is industry standard.

The main question however, is WHEN were the winnings capped. As per our Fair Gambling Codex, winnings should be capped the moment they are leaving bonus money slot and becoming real money, or very shortly after. Could you please tell me if your balance has been deducted by more than the bonus 4,300€ which were above the bonus max win limit? Or did you lose more than the cap and the rest was taken from your real money balance?

yeah exactly that is what i am talking about i dont care if they take the winnings that were in the "bonus money" section.. i won another 2000 euro after i wagered the bonus money and it was real money it even said in game log that its real money now they did get limited once i wanted to withdraw my winnings not after the wagering was done.. i have no problem if they say from the 3480€ after the bonus was done they will set it to 1200€ but they ripped my other winnings too and that is not clear stated or defined in any way here are the screenshots of the gamelog and i try to upload the whole gamelog again.

sadly i see i cant upload the whole gamelog here.. but i did sent the gamelog to katarina earlier.

Dear N1 Bet Casino, can you please give us some details as of when and how much balance has been deducted from the player? If we can establish a timeline and amounts, that will help us figure out what happened and what would be the best course of action going forward.

Any and all internal screenshots of cashier history or files of game history and information can be sent directly to me (matej.l@casino.guru) and will not be shared or forwarded. Thank you very much.

Dear Matej,

We have sent you the requested additional information by email, including the relevant case details and supporting materials. Please review it and let us know if any further clarification is needed.

you will see they did scam me hard there and it was not fair play

I have double-checked the evidence provided by both sides, and am still unable to establish a proper timeline. I have responded to the casino representative with additional questions.

Dear Maxmontana, while waiting for the casino to respond, I have couple of questions for yourself as well:

1. Was the 50x wagering regarding only the bonus amount or bonus + deposited amount?
2. Can you point out the date and roughly the time when you have completed the bonus wagering?
3. Can you point out the date and at least roughly the time when your real money balance was capped down to 1,200?

If you can also back these answers with the screenshots, that would be very helpful, but estimated times will do. In the gameplay screenshots you shared few posts above - as well as in the gameplay history shared by the casino - it seems like you never reached even 4,000 balance, and that makes it harder for me to establish whether I am missing crucial parts of the game play or I should look at the evidence differently. Thank you in advance.

Ich habe insgesamt ein gutthaben von 5500 erreicht ich habe mehrere auszahlungen getätigt

inklusive 500€ balance die mir auf null gestellt wurden

the 50x is not defined for what it counts.. they say the maximum winable amount is 1200 but they just change the definition now that its 50x deposit.. but that doesnt make ANY sense because when i got my 1200€ if i would continue play with it there wouldnt be a problem to win any more money they just dont want to give me the 2000€ atleast they owe me.. thats all that is behind that tos. it wasnt defined clearly in their tos either. they just tell that its like that.

and like you can see in my withdrawal screenshot 1 post before. it was 5200 money totally and i had still a balance on my account from 350-500 cant remember exactly when they reseted it to 1200€

you see where my problem is? sorry for my bad english

Ok, so that is my first question answered - wagering was 50x deposit amount.

Can you also answer my second and third question, please:

2. Can you point out the date and roughly the time when you have completed the bonus wagering?

3. Can you point out the date and at least roughly the time when your real money balance was capped down to 1,200?

Thank you.

Matej,

We have sent additional clarifications regarding this case by email, including a detailed explanation of the timeline and bonus conditions. Please review the provided information, and let us know if any further clarification is required.

to 2. the exact moment where i wagered the bonus money was 28.11.25 at 02:11:57

the gamelog says everything that happened and it clearly indicates that they should have done that different than they did.

to 3. the exact moment where my balance was set to first zero and then to 1200€ was the 28.11.25 at 03:32:07

gamelog says so

Dear Maxmontana, here is an update on the current situation: I have managed to overcome some technical issues and was able to see the gameplay history that the casino representative has sent me. According to both - your evidence and the casino's statements - you have managed to meet the wagering requirement for this bonus with about 3,300 balance left. You have requested a withdrawal of 3,000 - which was still bonus money winnings - and this has been capped by the casino according to the Bonus T&C down to 1,200 that you subsequently withdrawn. So as far as this part of the issue is concerned, it seems everything went according to the rules.

What I am trying to figure out now, is what kind of money were left on your account in the real money balance, how did the system conclude your bonus play and overall what happened after you finished the bonus wagering and made a withdrawal. I hope that the answers from the casino can explain the whole situation and we will be able to see what has happened; whether it was a system issue, human error or misinterpreted information. I will post another update as soon as I have more news for you.

doesnt change the fact that they didnt set it to 1200 when i finished wagering.. so ofc i try to withdraw when it doesnt get set to 1200 automatically.. its just a lame excuse now that they dont wanna pay me you know? i understand that there will come excuse after excuse here and there this or that way.. but in the end it is not my fault and when there system doesnt work effective then why should i be the one who gets scammed about this?

you dont understand it right i think cause its not okay that they set me the winnings to 1200 total AFTER i played 1.5h plus before they did MANUALLY set it to 1200.. and in the meanwhile i won 2000+ euro.

Dear Matej,

We have sent you additional clarifications regarding this case by email, including a detailed explanation of the sequence of events. Please review our message at your convenience and let us know if any further information is required.

Dear Maxmontana, I think I have an idea what has happened, and hopefully will be able to explain the situation shortly. I'm just asking couple of additional questions to the N1 Bet Casino representative, to see if I got this right. Once I have my answers, I hope I will be able to put things straight.

We would like to ask the 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’ which may negatively affect its rating.

I’m curious if the casino will still comment on this, because in my opinion it was simply a scam. It didn’t stick to its own terms and conditions and afterwards interpreted the T&Cs in a way that benefits the casino

Dear Matej,

We have replied to your latest email with additional information. Please check your inbox and let us know if you need anything further.

Thank you, N1 Bet Casino, for additional details, evidence and confirmation. Much appreciated.

Dear Maxmontana, after checking the gameplay and cashier history, my suspicion has been confirmed, and I will do my best to explain the whole situation.

When you claimed the bonus, the gameplay got tied to the bonus terms & conditions. You have proceeded with playing, and wagered the bonus required amount of times, and the bonus balance has been transferred to your real cash balance. This is the main root of the problem, and quite common with certain casino platforms. The balance was transferred to real money balance, to indicate the wagering has been finished, but the balance was still seen as bonus balance, that has been wagered and ready for withdrawal. Unfortunately this casino system has no better way of differentiating the balances than this. When you requested 3,000 withdrawal, the request has been properly capped at 1,200 and the rest voided, as per bonus terms & conditions.

The second problem is that you have been left with 320 in real money balance, which was still leftovers of your bonus money - and as such still tied to the maximum withdrawal limit of 1,200.

You continued to play with the bonus money (showing in your real money balance), accumulated over 5,000 in additional winnings, and when you requested another withdrawal, it has been rectified by the casino staff.

Basically, this whole issue could have been avoided, if you requested withdrawal of the full amount you have had once the wagering was finished. The withdrawal would be capped at 1,200 and your real money balance would be 0, waiting for another deposit to be made, in order to continue playing. By leaving bonus winnings in your balance and continued playing with them, there was no real money gambling involved and the bonus winnings were still tied to the bonus terms and conditions.

To sum it up: although showing in the real money balance column, you were playing with bonus money, which caused the issue when trying to withdraw them for the second time. It would be all easier if the 320 you have left on your account when withdrawing the bonus money for the first time was deleted as well, but not every casino platform has that option.

Does the above make sense? If not or in case of further questions, please do not hesitate to ask.

Okay, I’ve understood that now for sure, but it’s still not fair for the casino to shift the responsibility onto the customer to know this whole process and act accordingly. That’s exactly the scam I’m talking about. The point is that it wasn’t corrected by the casino even after I had done everything as required. No normal customer would know that they now have to make a withdrawal and that any further winnings will be considered invalid. That’s an absolute scam overall. So I just can’t understand how something like this is supposed to be okay… I’ve never experienced this in any casino where I’ve claimed bonuses, and I’ve been playing online casino for over 10 years – back when the selection wasn’t nearly as big as it is today

Just to be clear - this is not a scam. You have not lost real money, neither was asked to make further deposits to be able to withdraw your balance. Casino has not voided any real money deposit or real money winnings. If anything, I would call this a technical issue or a human error on the casino's side. The staff has only checked the withdrawal amount to cap, and did not double-check whether there was any remaining bonus balance left on your account - which I believe the staff member should have deleted the moment your withdrawal was capped.

On the other hand, casino expects the players to read and understand the terms and gameplay, so they could argue this was done on purpose to continue playing for free and withdrawing the bonus money twice. I'm not saying that is what happened, just that the situation could be seen from that angle as well.

At any rate, I believe the issue has been cleared, and there is nothing more I can do to mediate the case any further. Dear Maxmontana, if you feel satisfied with the explanation and the outcome, you can press the "complaint resolved" button, or drop a quick line in this thread, to let me know. However if you are not satisfied, or you are not 100% happy with the outcome, please let me know and I will close the complaint as rejected, since we do not consider resolutions where player is not completely satisfied, as successful. Thank you for your understanding.

Dear Maxmontana,

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.

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,
Matej
Casino.Guru