N1 Bet Casino - Player's withdrawal has been confiscated.

Ich habe bei N1Bet 500 € eingezahlt und einen Bonus in Höhe von 50 € erhalten.

Nach Erfüllung der Umsatzbedingungen hatte ich ein Gesamtguthaben von etwa 700 €. Darin enthalten waren ca. 200 € Gewinn aus dem Bonus, also deutlich unter dem maximal erlaubten Gewinn von 10x Bonusbetrag (500 €).

Trotzdem wurde mein Guthaben auf 500 € reduziert und meine Auszahlung storniert. Das Casino begründet dies damit, dass der maximale Gewinn aus dem Bonus 500 € beträgt und dieser Betrag überschritten worden sei.

Diese Argumentation ist aus meiner Sicht nicht korrekt und nicht transparent, da:

Mein tatsächlicher Gewinn aus dem Bonus nur ca. 200 € betrug und somit klar unterhalb der 10x-Grenze liegt.

Meine Einzahlung in Höhe von 500 € kein Bonus ist und nicht unter diese Begrenzung fallen sollte.

Die Auslegung des Casinos dazu führt, dass ich faktisch nie eine reale Gewinnchance hatte, da bereits meine Einzahlung dem maximal erlaubten Gewinn entspricht.

Die Bonusbedingungen sind in diesem Punkt missverständlich formuliert und benachteiligen den Spieler unangemessen.

Ich habe den Support mehrfach kontaktiert, jedoch wurde mir lediglich mitgeteilt, dass die Entscheidung final sei.

Ich fordere die Wiederherstellung meines vollständigen Guthabens bzw. die Auszahlung des einbehaltenen Betrags.

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Dear Bastosh98,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have checked bonus policy, 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

1.10. The maximum you will ever be able to withdraw from play with funds associated with a no-deposit free bet is equal to the amount of winnings received after using the free bet."

I would like to emphasize that, according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider an imposed win limit to be unfair and predatory only when applied to a real money game. However, we accept bonus T&Cs that restrict the maximum cash out from bonus play.

To clarify the issue:

• Were you informed at any point that the bonus terms and conditions remain applicable even after the wagering requirement has been completed?
• Could you please confirm whether your casino account balance was divided into real money and bonus money balances?
• Did the balance you continued playing with appear as "withdrawable"/"real money", or were your winnings still displayed in the bonus balance?

If there is any additional information that would support your case, please do not hesitate to contact us.

Best regards

Petra