The player from Greece attempts to withdraw €510 after a deposit and bonus but faces cancellation of the withdrawal due to alleged "bet overrun" after placing only two purchased bonuses. Despite having played within reasonable limits, he contests the casino's decision, claiming it damages their credibility, and seeks resolution and reimbursement of his winnings.
N1 Casino GR - Player’s withdrawal has been canceled.
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6d 20h 12m 44s
N1 Casino GR
Safety Index:HighCase summary
Discussion
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2 days 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.
Automatic translation:
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3 hours ago
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3 hours 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
