The player from Austria had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. He said he had completed the 5x wagering on a €100 VIP cashback bonus and then requested a withdrawal of about €3,000, but the casino reduced his balance to €1,000, citing a maximum win rule. We reviewed the general bonus terms, which stated that cashback was treated as a bonus and that the default maximum withdrawal rule applied unless the specific offer said otherwise. As a result, we concluded that we did not have sufficient grounds to require the casino to pay the full €3,000, so the complaint was closed.
N1 Bet Casino - Player’s withdrawal has been delayed.
Closed
Our verdict
Unjustified complaint
Amount: €3,000
N1 Bet Casino
Safety Index 7.0 Above averageCase summary
Discussion
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3 weeks ago
Translation
Complaint against N1Bet Casino – Seizure of winnings after fulfilling bonus wagering requirements
I would like to file a complaint against N1Bet Casino because my winnings were confiscated after fulfilling the bonus conditions.
I received a bonus and fully met the required 5x wagering requirement. As I understood it, the bonus conditions were therefore fulfilled. Nevertheless, my remaining amount was withheld or confiscated.
The casino only informed me that the general bonus terms and conditions apply. They did not clearly state that my entire remaining balance could be withdrawn after fulfilling the 5x wagering requirement.
I request that this case be reviewed:
Was the 5x sales requirement correctly met?
Is there a clear bonus rule that allows for the confiscation of my entire amount?
Why was not only the bonus amount removed, but the entire remaining profit withheld?
I have screenshots of the bonus terms and conditions, the chat history with the casino, and proof of my sales as evidence.
I am requesting assistance from Casino Guru in resolving this case with N1Bet Casino.
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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
Dear Ozgun91,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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3 weeks ago
Thank you very much for submitting your complaint. Please allow me to ask a few questions to better understand the situation.
- Which bonus did you use? Please provide a screenshot or the link to the bonus.
- If possible, could you please share your bonus history in N1 Bet Casino?
- Please provide more details about the bonus. Was it a deposit bonus? How much did you deposit, amount won after completing the wagering requirement, and the amount that the casino confiscate?
- Could you please confirm whether your casino account balance was divided into real money and bonus money balances?
Thank you in advance for your assistance.
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3 weeks ago
TranslationHello Jean,
Thank you for your reply.
Here is the information regarding my case:
1. Which bonus did you use?
It was the VIP 20% cashback bonus. I received a cashback of €100. I received the bonus using the promo code VIPER.
2. Bonus History
Unfortunately, N1Bet has not yet provided me with any bonus history. I have repeatedly requested the casino to send me the bonus details and wagering history. To date, I have not received this information.
3. Bonus details
Bonus: 100 EUR VIP Cashback
Sales requirement: 5x
After fulfilling the sales requirements, my balance was approximately 3,000 EUR.
I requested a payment of 3,000 EUR.
N1Bet refused the payout and subsequently reduced my balance to 1,000 EUR, citing an alleged maximum bonus win.
4. Real money and bonus balances
After fulfilling the wagering requirements, my balance was displayed as real money and I was able to request a withdrawal. Therefore, I believe my winnings were real money. The casino subsequently withheld the remaining winnings.
I also requested my complete betting history and all bonus information from N1Bet. This information has not yet been provided.
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2 weeks ago
Thank you for providing the additional information. The details you have provided are helpful, but we need to clarify the sequence of events and the way the maximum win rule was applied before we can properly assess the complaint.
Please clarify the following:
- What was your balance at the exact moment you completed the 5x wagering requirement?
- What did you do after completing the wagering requirement? Did you immediately request a withdrawal of the approximately €3,000, or did you continue playing after the wagering requirement had been completed?
- Please provide screenshots or copies of the relevant communication with N1Bet, especially where they explain the maximum win rule and why your balance was reduced to €1,000. You can send it to jean.s@casino.guru.
- If possible, please also provide the bonus terms that applied when you claimed the VIP 20% Cashback bonus (promo code VIPER), particularly any section concerning maximum winnings, maximum cashout, or the treatment of winnings after completing the wagering requirement.
We need to find out whether the approximately €3,000 balance resulted entirely from play during the wagering period, or whether you continued playing with the bonus funds after completing the requirement.
Once we have these details and the relevant communication, we should have a clearer basis for determining whether N1Bet applied the maximum win rule correctly.
Thank you in advance for your cooperation.
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2 weeks ago
TranslationDear Mr. Jean,
Thank you for your message.
I will gladly answer your questions:
1. Account balance after fulfilling the 5x turnover requirement
After fulfilling the 5x turnover requirement for the cashback bonus, my account balance was €3,000.
2. What I did after fulfilling the sales requirement
After fulfilling the wagering requirements, I requested a withdrawal of approximately €3,000. I did not continue playing with this amount in order to subsequently achieve a higher profit.
3. Communication with N1Bet
I will send you the relevant screenshots and messages from N1Bet. These include, in particular, the communication regarding the alleged maximum winnings rule and the subsequent reduction of my balance to €1,000.
I would like to emphasize that N1Bet has not yet clearly provided me with the specific bonus terms and conditions I requested. Instead, I have repeatedly been sent general bonus terms and conditions, in particular points 1.8 and 1.9.
4. VIP 20% Cashback / VIPER
I specifically request that you check which specific bonus conditions actually applied to me at the time I claimed the VIPER cashback bonus.
For me, the crucial question is whether a maximum winnings rule of 10x the cashback amount was clearly part of the conditions applicable to this specific bonus at that time, and whether this rule was communicated to me transparently before or when claiming the bonus.
N1Bet subsequently reduced my balance to €1,000. I would like to have this application of an alleged 10x maximum win rule reviewed.
I therefore ask Casino Guru to specifically check whether N1Bet was allowed to retrospectively apply the €1,000 limit to my already achieved winnings and whether this condition was actually part of the specific VIPER cashback offer at the relevant time.
I will send you the relevant screenshots and the communication with N1Bet for review.
Thank you very much for investigating my case.
Best regards
[redacted]
Edited by a Casino Guru admin
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2 weeks ago
TranslationI would also like to point out that my case also involves a significant reduction in my balance. N1Bet reduced my winnings due to an alleged 10x maximum win rule for VIP Cashback, but despite repeated requests, they have not yet been able to provide concrete evidence of where this rule was stated in my bonus.
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1 week ago
Dear Player,
Thank you for providing the additional information and for clarifying the sequence of events.
We have reviewed the relevant general bonus terms you provided. While we understand your concern that the VIPER cashback offer itself may not have explicitly displayed a maximum win limit, the casino’s general bonus terms state that cashback is considered a bonus unless otherwise specified (clause 1.7), and that the general bonus rules therefore apply to cashback bonuses as well.
In particular, clauses 1.8 and 1.9 establish a default maximum withdrawal of 5x the bonus amount unless a different limit is specifically stated in the bonus offer. Therefore, the fact that you completed the 5x wagering requirement does not, by itself, mean that the resulting balance becomes fully withdrawable without any other bonus restrictions. Wagering requirements and maximum win/withdrawal limits are separate bonus conditions.
A maximum win or maximum withdrawal limit is also a common condition attached to bonuses, unless the particular promotion explicitly states that no such limit applies. In your case, the €100 cashback bonus would therefore ordinarily be subject to the general maximum withdrawal rule unless the VIPER promotion provided otherwise.
We also understand your concern regarding the casino reducing your balance to €1,000 and your request to establish whether a different 10x limit was specifically applicable to the VIPER cashback. Based on the information currently available, however, we do not have sufficient grounds to conclude that the casino was required to pay the full €3,000 simply because you completed the wagering requirement.
For these reasons, and given that the casino’s general bonus terms expressly extend the applicable bonus rules to cashback, we consider the matter sufficiently clarified and will close the complaint at this stage.
Thank you for your cooperation throughout the mediation process.
Best regards,
Jean
Casino.Guru
