N1 Bet Casino - Player's winnings have been reduced.

Dear Casino Guru team,

yesterday morning, I decided to give my luck a try and visited one of my main casino, N1Bet, where I'm a Gold VIP. I played down my whole balance of €20 and activated the free spins that were in my account (I’ve attached a screenshot, "Power 9th Deposit 50 Free Spins" is the name of the specific bonus). I used the 50 spins, which were credited on Snoop Dogg Dollars, and won exactly €6.79. The spins came with wagering requirements of €203.70, which I completed while sticking to the max bet and general bonus rules.

After checking that the wager was done, I switched games, played Battle Rage etc. and eventually landed on Wild Swarm Triple Hive (new game). I built the balance up a bit and then played some €10 spins at the end, where I hit a massive €18,279 win (screenshot attached).

After that hit, I immediately stopped playing and went to live chat to ask whether I could cash it out in full. After a quick check, they referred me to a VIP manager. Since I had already reviewed the withdrawal limits and knew that as a Gold VIP I should have €5,000 per week and €20,000 per month, that seemed fine to me.

However, at some point my withdrawal requests got cancelled. When I went back to live chat to ask why, I was told that I could only withdraw €750 due to bonus rules.

I explained to the chat rep that I had completed the wagering before hitting the big win on Wild Swarm, I’m confident about this because I double-checked it, but I was told that I was being allowed to withdraw €2,500 "as a gesture of goodwill."

Well, they deducted over €16,500 from me and want me to accept €2,500, which doesn’t feel right since I didn’t break any terms or conditions. My winnings were achieved after wagering was completed and came from real balance play.

The chat still claims the win happened with an active bonus (screenshot attached), which just isn’t true and is even provable.

Unfortunately, the system only shows the last 50 transactions, but they are all from Wild Swarm. Even just the activity on that game shows over twice the original wagering amount, so the bonus must have been fully cleared by then. As I said, the win happened on Wild Swarm and is clearly visible (screenshot attached).

I honestly can’t even find any rule mentioning a €750 cap for this kind of bonus. 

This doesn’t feel fair to me. It looks like the casino just tried not to pay the 16k. If they try this with 20 people, maybe 1 or 2 accept €2,500 as a goodwill payout, but I believe I’m completely in the right to ask for the remaining amount. That money would make a huge difference in my life.

I received the €2,500 today in my bank account and also a final message from the VIP manager, confirming that everything is "in order" and the case is closed on their side (screenshot attached). Unfortunately, this means there is no more internal review or flexibility, which is why I'm now turning to you.

Please review this case and let me know if I did anything wrong or if you can help me get the rest of what I fairly won.

Best regards and thank you in advance,

Sara

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.

• What was the balance in your account after you finished wagering the free spins from your ninth deposit bonus? Have your winnings been capped in any way? Has there been any information in the Bonus Terms regarding the maximum possible winnings from this bonus?
• Please request the casino to send you your gaming history in Excel format, starting from the moment you made your 9th deposit and activated the free spins, up to the moment you won €18,279, and then forward it to me at veronika.f@casino.guru.

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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Hey, just a quick bump for the timer to not run out, as i just send you the requested infos and file. Also, as the title suggests my account was closed, but that's not true and i don't think i ever said so.

Best regards,

Sara

Thank you for your email. However, the gameplay I received from you shows bets from the year 2023. Could you please request the casino to send you your most recent gameplay, ideally from 6 August 2025 onwards?

Hey Veronika,

As shown in the screenshots i send to your email, i specifically requested the gameplay only from the 6th, but the casino send me my whole playslip.

But as stated in my E-Mail, the gameplay in the file contains the session in question at the very end, as i did not made any further bets.

Is it really necessary to get the casino sort it out and resend it again? As i already tried to get the specific date from the casino and won't temper with the files myself.

On the other hand if that is okay, i could just cut the gameplay out at the end of that file myself and send it to you again, but I would only do so if I get permission from you, because it would be a file I created myself then.

Best regards

Sara

Thank you for your reply. It seems there was a technical issue with my CSV converter, but I am now able to see the full gaming history. Therefore, I no longer require any additional documents from you.

Thank you for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Jamiegell85,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from N1 Bet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear N1 Bet Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the confiscation of the player's winnings? A detailed response will help us ensure a transparent and fair review of the situation.

Thank you in advance for your cooperation.

Best regards,

Kubo

Hi Kubo and Jamiegell85,

Thank you for bringing this situation to our attention and for giving us the chance to clarify everything in detail. We’ve carefully reviewed the case and have sent you a full explanation by email, including all the relevant information and supporting details. If anything else is needed, we’ll be happy to provide it.

Hey i just wanted to add that i have not received any e-mail and it was send only to CasinoGuru, so i can't add any opinion on the provided explanation.

Best regards Sara

Dear Jamiegell85,

I apologize for the delay in my response and appreciate your patience.

After reviewing your case and discussing the matter with the casino representative, we have determined that the bonus you received was credited to your account due to a technical error. This bonus was part of a promotional package that should only have been awarded after your 9th deposit made within the promotional week, but the required number of deposits had not been met.

As a result, the winnings cap of €750 - associated with the bonus you were eligible for - still applied. The casino’s actions align with Section 7.5 of its Terms & Conditions, which states:

"If the Casino mistakenly credit your Player Account with a bonus or winnings that do not belong to you, whether due to a technical issue, error in the paytables, human error or otherwise, the amount and/or the winnings from such bonus will remain the Casino property and will be deducted from your Player Account. If you have withdrawn funds that do not belong to you prior to us becoming aware of the error, the mistakenly paid amount will (without prejudice to other remedies and actions that may be available at law) constitute a debt owed by you to us. In the event of an incorrect crediting, you are obliged to notify us immediately by email."

Despite this, the casino made a goodwill gesture by raising your winnings to €2,500, exceeding the €750 cap. While I completely understand your frustration and would like to help you recover the full amount, we believe the casino acted fairly and within its policies.

For this reason, I must reject this complaint as unjustified.

Thank you for your understanding, and I’m sorry we couldn’t provide a more favorable resolution. If you encounter other issues with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We are always here to assist you.

Best Regards,

Kubo