The player from Austria faced issues withdrawing funds after receiving free spins and winning €79.11. Despite being informed by support that he could withdraw the entire amount after meeting the wagering requirement, his winnings were significantly reduced, and support later stated the maximum win was x10. He possessed screenshots to support his claim of being misinformed. We reviewed the casino's bonus terms, which specified a maximum withdrawal limit of 10x the bonus amount from free spins, and noted that such limits were accepted under bonus T&Cs. Due to the player's lack of response to further inquiries, the complaint was closed without resolution at that time.
N1 Bet Casino - Player’s winnings have been reduced after misleading information.
Closed
Our verdict
Player stopped responding
Amount: €8,500
N1 Bet Casino
Safety Index 8.7 HighCase summary
Discussion
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3 weeks ago
Translation
I received free spins and €79.11. Afterwards, I asked the live chat what the maximum win amount from the bonus was, and they answered three times that I could withdraw everything once the wagering requirement of 50x had been met, which amounted to approximately €4000. We did this, and then our money was withdrawn and reduced to €560. We then contacted support, who said that the maximum win was x10. However, I had asked three times before I started playing, and they said that it was possible to withdraw everything once the wagering requirement had been met.
Thankfully I have screenshots of the chat, and she apologized via email for the false statement from support!
And then she said many new players don't know that, which is funny. I asked several times what the maximum amount is, but received no answer. Besides, I'm not a new player; I'm in the VIP club, which means depositing more than €2,400. So I'm a loyal customer.
Automatic translation:
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3 weeks 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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3 weeks 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 kindly send me a link or a bonus you activated and played with?
Did you make a deposit to activate the free spins, or was it a no-deposit bonus?
I have reviewed the Bonus Terms and Conditions of N1 Bet Casino, and this is what I found:
1.8. The maximum withdrawal limit from no deposit free spins is 50 EUR/USD, 500 NOK, 75 CAD/NZD/AUD. The maximum withdrawal from a no deposit bonus is limited to x10 the bonus amount unless otherwise stated in the bonus offer. An exception can be made for loyal players, and in case of winning, the maximum win amount can be increased. To request a withdrawal, you must fully verify your account and make a minimum deposit.
1.9 The maximum withdrawal is limited to 10x the bonus amount, unless otherwise stated in the bonus offer. This means that the maximum withdrawal is calculated as the bonus amount received multiplied by a coefficient of 10 (x10 by default). The maximum withdrawal from deposit Free Spins cannot exceed 10x the bonus amount received from the Free Spins play.
Please note that the rules set out in the Terms and Conditions take precedence over anything a live chat agent tells you.
I would also like to emphasize that, according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limits to be unfair and predatory only when they are 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,
Veronika
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2 weeks ago
TranslationI'm in the VIP club and after several deposits you get free spins which I played and received €79.17*. I had previously entered an incorrect number in the text: €79.11.
After that, I started playing roulette and when I reached €2,800 I contacted support to find out what the maximum win was, as shown in the screenshots. The answer was that I could keep everything after the wager of 50x had been wagered.
After the money was reduced to approximately €560, I contacted support again, and only then did they tell me that the maximum profit was 10x and apologized for the incorrect statement made by support.
Unfortunately, she only refers to the terms and conditions and offers me free spins again to keep me quiet.
Edited
Automatic translation:
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2 weeks ago
Thank you for your response. Has the casino clarified why your winnings were capped at 560€, even though the maximum win amount should be 791€ under the 10x cap rule?
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1 week ago
Dear Davidtal99,
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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2 hours 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
