The player from Austria had a withdrawal of €10,500 refused by N1Bet, with winnings cancelled and only initial deposits remaining. He asserted that all deposits and actions were legitimate, as the bank card used was in his name, and no violation of terms had been reported to him. He requested an investigation and the restoration of his winnings. The complaint was marked as resolved by the player, and the Complaints Team closed the case after confirming the player's satisfaction with the outcome.
N1 Bet Casino - Player's winnings have been confiscated.
Resolved
Our verdict
Case closed
Amount: €10,500
N1 Bet Casino
Safety Index 8.7 HighCase summary
Discussion
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4 months ago
Translation
Complaint against N1Bet – payout of €10,500 refused
I made five deposits of €1,000 each using the same bank card. The card is issued in my name.
After my last deposit, I was able to increase my balance to €10,500. When I requested a withdrawal, my winnings were completely cancelled, leaving only €1,000 in my account. My player account remains active.
The casino claims it is a third-party payment. This is incorrect.
My bank has confirmed in writing that both the bank card used and the associated bank account are registered in my name. This confirmation has already been sent to the casino.
I didn't use any bonus.
All deposits were accepted.
My account is verified and active.
No concrete violation of the terms and conditions was presented to me in a comprehensible manner.
I request an investigation into the matter and the restoration and payment of my legally obtained profits amounting to €10,500.
Automatic translation:
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4 months 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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4 months 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.
- Are you the sole owner of the bank account used to deposit money into this casino?
- Is the name on the bank statement your full name, or does it show the names of two different people who are both owners of the bank account?
- Have all your other documents been approved by the casino during the KYC verification?
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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4 months ago
Dear Fabio15,
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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4 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Fabio15,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Veronika
