The player from Greece attempted to withdraw €510 after making a deposit and receiving a bonus but faced cancellation of the withdrawal due to an alleged "bet overrun" after placing only two purchased bonuses. Despite having played within reasonable limits, he contested the casino's decision, claiming it damaged their credibility, and sought resolution and reimbursement of his winnings. We reviewed the player's detailed game history and the casino's bonus terms, confirming that purchasing bonus features violated the maximum bet rule, which is an industry standard. Consequently, the casino's action to confiscate winnings derived from the bonus and refund the deposit was upheld, and the complaint was rejected as unjustified.
N1 Casino GR - Player’s withdrawal has been canceled.
Closed
Our verdict
Unjustified complaint
Amount: €510
N1 Casino GR
Safety Index 8.8 HighCase summary
Discussion
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2 months ago
Translation
Good evening, yesterday I made a €20 deposit with the casino's RELOAD50 bonus, which credits 50% of the deposit (i.e. +€10, total €30) and 75 free spins on Zeus vs Hades.
The free spins gave me €5.98.
So in total I had to wager €119.60 for the free spins and €300 for the 50% bonus (i.e. the +10€).
Total wager at €419.60.
After MANY hours until almost dawn, I managed to reach over €510 (€515 and some change) and of which €510 I requested a withdrawal, I left the €5 inside.
After many hours, the next day at noon they canceled the withdrawal and essentially ZEROED me, leaving me with €30 in my balance, that is, the €20 of my deposit and a €10 locked bonus, as if I had never played.
When I asked in live chat what exactly happened, they cited the term "bet overrun".
All night I played mainly with 10€ and 20€ bets except for 2 buys I made of 20€, which I assume they refer to.
We're talking about ONLY 2 purchased bonuses, which I didn't even think about because they violated some condition, one on Madame Destiny Megaways and one on 5 Lions Megaways 2, while I was playing for HOURS with a 10-minute and 20-minute bet.
Because I had only encountered such shady tactics at dubious foreign casinos that don't even have legal licensing, which I had tried in the past, I understood that they simply didn't want to pay out the amount I won.
Today I thought that I had played at the casino again, making 1-2 purchased bonuses back then, but the total withdrawal amount was much smaller and at that time they had not raised any objection, nor did they point out to me that I had violated any terms or even warn me about future playing. They credited the amount to my card normally that time.
Luckily I remembered this and checked it out, otherwise I would have thought okay, maybe it really was my fault.
So now what happened since EXACTLY the same thing happened?
Is the €510 that I MADE and collected after so many hours of playing really that much damage to the company?
Such practices and their lack of credibility only harm their image.
I also contacted the casino by email and they told me that the reason again is that I exceeded the betting limit! Also, that this is their first warning notice.
Since the warning is a warning, as they say, and it's the FIRST time they've given it to me, aren't they supposed to refund my money?
I'm sure that if we were talking about a much smaller amount, they wouldn't have gone through this whole process.
The responses I received each time were in the same highly unprofessional abusive pattern against the players.
I play at all the Greek online casinos and 9 out of 10 now protect the players, for example they don't even let someone click on a purchased bonus when there is an active offer or even when the player clicks on it, a message appears saying it is not possible. I'm sure you know this too.
I now know very well how LEGAL online casinos work and this sad tactic followed by N1casino has been known for years to those in the know, I just didn't expect it from a supposedly LEGAL casino, I thought it was legit for as long as I and several of my friends who play.
Since they want to lose so much money from me and my friends (10+ people) for 510€, it doesn't matter. Because no one is going to play there again if they continue these practices.
I told them to correct their mistake manually and credit me back the amount they confiscated from me and they told me that they don't even have this capability and that everything is automated, another huge LAUGHTERING lie, for those in the know.
I've also kept screenshots if needed.
I hope for a resolution of the issue and pressure from you, since the casino REFUSES again and again.
Thank you.
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2 months ago
Important notice:
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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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2 months ago
Hello,
Thank you very much for submitting your complaint. I'm sorry to hear about your negative experience. I checked the terms for this promotion and found this:
The maximum bet amount with active bonus balance is 5€.
Our position is closely explained in the Fair Gambling Codex
https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.
However, if you feel you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is attila.g@casino.guru.
If there is any other relevant communication between you and the casino, please send it as well.
Thank you in advance for your reply.
Best regards,
Attila
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2 months ago
Dear Attila, I just sent you an email with all my playthrough, please verify that you received it and let me know if there's more I can add.
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2 months ago
Dear Player, thank you for your response. Unfortunately, I have not received any emails from you. Could you please let me know which email address you used? Additionally, did you send it to me at attila.g@casino.guru?
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1 month ago
Dear Doomer, thank you for your response.
In order for me to properly asses the issue, could you please share your game history in a format other than forwarded screenshots? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period: from the moment of the activation of the bonus, until the confiscation of the winnings.
Thank you in advance for your reply.
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1 month ago
TranslationOk, I sent an email to the casino and asked them for the history in excel like you told me.
They asked me AGAIN for my full details, even though they have them, and told me that my request has been forwarded to their relevant department and I will have to wait.
I'm not very optimistic about what or if they'll send me anything.
I will let you know if I receive anything from them.
However, I think that the screenshots I sent you are typical and show what has happened.
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1 month ago
TranslationThe casino replied and emailed me the log (in .numbers format, I don't have an APPLE so I converted it to excel), I will email it to attila.g@casino.guru
As you will see from the thousands of bets in the log, there are ONLY 2 purchased bonuses of €0.20 (€20), one on Madame Destiny Megaways and one on 5 Lions Megaways 2, as I mentioned in a previous post, I remembered it well!
The wins from the 2 buyers:
Madame Destiny Megaways = €208.60
5 Lions Megaways 2 = €55.60
You will find them in the excel log file on lines 1271 and 1333.
In line 1995 of Excel you will find the last bet I made and then requested a withdrawal (€510).
From line 1996 and until the end you will see the next day when they ZEROED my balance and left me with my initial deposit (20€), which I withdrew directly and played with my NERVES the rest of the bonus that was left in, not that it matters, I'm just saying it in case you're wondering, anyway it also says the time next to it which is 12 hours after the last bet of line 1995 that I mentioned earlier.
So, without further ado:
I consider the casino's practice abusive and unacceptable, which systematically TRAPS players because:
1. The system fully allowed these specific ONLY 2 actions on my part without warning, as all other LEGALLY LICENSED casinos do.
2. There was no real-time notification that bonus terms were being violated.
3. No technical restriction was applied, as is the case in other licensed casinos.
4.The company chose to apply the term only after achieving profits and requesting a withdrawal.
5. The penalty of total cancellation of winnings is disproportionate to the alleged violation.
6. The company itself sent me a complete game history, which proves that the system was normally accepting bets without any warning or restriction at the time of the game.
At worst, they could simply confiscate the profits from these 2 purchased bonuses instead of the entire amount, which again would be unacceptable since what I wrote above happened.
I request:
The examination of the legality and proportionality of this practice.
Monitoring the company's compliance with the principles of transparency and player protection.
The review of the cancellation of my winnings.
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1 month ago
Dear Player,
thank you for your reply and patience.
Following a comprehensive review of your case, we have determined that purchasing a bonus feature, which subsequently led to a win, is a violation of the bonus terms and conditions. The casino's bonus terms and conditions specifically address the use of bonus features.
The maximum bet limit includes bets doubling after a game round has been completed and bonus rounds (purchased within the game). Breaching the maximum bet rule leads to all winnings from the bonus confiscated and deposit refunded (in case of a bonus on the last deposit from which the winnings came).
Therefore, we must reject your complaint as unjustified. We regret this outcome. Please do not hesitate to contact us if you encounter unfair treatment at this or another casino in the future. We are here to help.
All the best,
Attila
