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Dear Casino Guru Team,

I am reaching out once again regarding a serious issue with N1Bet Casino related to an unpaid tournament prize from the "Spin & Win: Diamond Edition" tournament from Pragmatic Play held between October 24 and October 31, 2025.

I participated actively and reached 1st place, which corresponds to a €10,000 prize according to the tournament rules. I have attached screenshots showing my rank and the prize table clearly.

My account was fully verified and I was able to deposit and withdraw funds without any issues during my time at the casino. In fact, I successfully made several transactions, including a withdrawal of winnings from previous tournaments — which shows that everything was in order.

After multiple follow-ups, I received the following responses from N1Bet:

At first, I was told the delay was due to the provider not yet sending results.

Then, I was informed that all promotions, bonuses, and prizes are now unavailable to me due to my "reward status."

However, this decision was never communicated prior to or during the tournament, which I was allowed to participate in.

I continued to ask for clarity and have been repeatedly told the matter is under review.

And now, without any warning or justification, my player account has been disabled (see attached screenshot). This happened shortly after I insisted once again on receiving the prize I had clearly earned. It feels like an unfair retaliation.

This situation has now been ongoing, and I believe I have exhausted all internal channels.

I kindly ask Casino Guru to investigate this issue and help ensure the tournament prize is fairly awarded.

Thank you in advance for your support.

Best regards,

Claude 

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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 please specify if the warning that you are not eligible to participate in that particular tournament was visible for you since the tournament began?

Could you please send me a screenshot of your deposit history and bonus history?

Have you had any issues with activating bonuses at this casino before?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

Dear Veronika,

Thank you very much for your follow-up and for helping me with this issue. I would like to provide detailed answers to your questions, along with some important clarifications based on my experience.

1. Tournament Restriction Message

I’m not certain whether the message "Sorry, you are not allowed to participate in this tournament" was visible before the tournament began. However, I was able to participate fully, and I reached 1st place on the leaderboard with a score of over 21 million points, as shown in my screenshot.

From my experience using this platform:

That specific restriction message generally appears only for provider-hosted (external) tournaments, like those from Pragmatic Play.

For VIP-only tournaments hosted directly by the casino, players who aren’t eligible simply don’t see the tournament in their profile at all.

For example:

Before I became a VIP, I could not see VIP tournaments.

After reaching VIP status, I gained access.

Later, when my VIP status was apparently removed, VIP tournaments disappeared again, but no error message was displayed.

For this reason, I believe the message was not a real-time eligibility block, but more of a system display issue. I was still actively playing, competing, and clearly ranking at the top of the tournament leaderboard

2. Activity During the Tournament

During the tournament period:

I was able to deposit and withdraw funds normally.

I received bonuses.

I had full access to VIP tournaments.

I was in regular contact with the VIP support team.

This confirms that my account was in good standing, and no limitation was in place during the event itself.

3. Account Verification and Bonus Eligibility

My account was fully verified, and I had no issues claiming or using bonuses in the past. I had successfully deposited and withdrawn funds multiple times, and I was actively participating in promotions and events.

• Promotional Emails & Account Activity

I regularly received promotional emails from N1Bet, including during the tournament period. I am attaching screenshots of these emails to confirm that I was actively targeted as an eligible player, reinforcing my participation status.

While I did not receive deposit confirmation emails, I did receive withdrawal confirmation emails, which I can also provide to show that my account was active and in use during the tournament timeframe.

4. Account Deactivation

After I raised concerns about the unpaid prize, my account was disabled without warning. I no longer have access to my data or support dashboard, which has made it very difficult to follow up directly with the casino. This make it also difficult to provide bonus and deposit history.

I truly appreciate the support from Casino Guru on this case. Please let me know if you require any additional information or documents, I’m more than happy to provide them.

Best regards,

Claude

Have you received any updates from the relevant department in the meantime? If so, kindly forward me all the evidence I have not yet received from you at veronika.f@casino.guru.

How long have you been unable to activate any bonuses at this casino?

Could you please specify if you had to make any deposits to sign into this tournament?

Hi Veronika,

Thank you for your follow-up.

There has been no update from the casino regarding the resolution of my case. The only action I was able to take was to request and receive my official bonus and deposit history, which I’ve already forwarded to you via email.

I also discovered that my account has been deactivated, but I was never notified of this by the casino. I only found out when I attempted to log in and saw the message that my account is disabled.

As shown in the bonus history, the last bonus I received was a free spin on 27/10/2025. I later made a deposit on 03/11/2025, but no bonus or free spins were granted, and this continued with further deposits. At this point, I also noticed that I no longer had access to VIP privileges.

Regarding the tournament, no deposit was required to sign up. I only made deposits during the tournament after losing my balance while participating.

Thank you for the additional information. Could you please specify what the real-money balance in your account was at the time the casino closed it? Now I am not talking about prizes or bonuses, but about real-money balance. If you received any additional communication from the casino regarding the deactivation of your account, kindly forward it to me.

Dear Veronica,

At the time my account was deactivated, my real-money balance was under €100. Unfortunately, I can’t confirm the exact figure since my account has been fully disabled and I no longer have access to that information.

Additionally, I would like to confirm that I did not receive any communication or prior notice from the casino regarding the deactivation of my account. I only found out when I attempted to log in and saw the message stating, "Your account is disabled."

Dear bricefox

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo (jakub.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear bricefox,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from N1 Bet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear N1 Bet Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons for the closure/blocking of the player's account? Your detailed insight will help us proceed with a fair and informed resolution.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Hello,

Thank you for your patience. We have sent a detailed explanation of the situation, along with all relevant context, directly to Kubo by email. Should any additional clarification be required, we remain available.

Dear N1 Bet Casino,

Thank you for your response and for your email message as well. I have followed up and responded directly to your email.

I look forward to your response.

Thank you.

Hello,

Thank you for the update. We have reviewed your message and have responded directly by email.

Dear N1 Bet Casino,

Thank you for your message. I have responded and provided further clarification regarding our position. I look forward to your reply.

I wish Everyone a Happy New Year 2026.

Hi Kubo,

Thank you for your message.

We can confirm that we have replied to your latest email and provided our clarifications there. We will be happy to continue the discussion.

Hello bricefox,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Casino Guru Team,

Thank you for the update and for informing me about the short extension. I completely understand and appreciate the transparency regarding Kubo’s temporary absence. I am happy to wait a bit longer if it helps ensure a fair and thorough resolution to my case.

As we’ve entered the new year, I would also like to take this opportunity to wish both the Casino Guru team and N1Bet Casino a Happy New Year 2026! May this year bring you continued success, good health, and positive outcomes in all your endeavors.

Thank you again for your support and for continuing to assist with my case. I look forward to hearing from Kubo once he returns.

Warm regards,

bricefox

Dear bricefox,

I apologize for the delay in my response due to my recent unavailability.

We have discussed this case internally and, unfortunately, from our perspective there is no eligibility for a refund of the tournament winnings in question. While I understand your dissatisfaction with this decision, I would like to provide a more detailed explanation.

As a general rule, we do not pursue or enforce refunds of potential winnings. In your case, the tournament took place between October 24 and October 31, and your access to the tournament was restricted on October 27. While we acknowledge that you were in first place at that time, there were still four days remaining until the end of the tournament. For this reason, the winnings are considered potential rather than guaranteed.

Additionally, the casino reserves the right to restrict a player’s access to bonuses at any time, including during an ongoing promotion. In this instance, the casino has provided reasons that we consider sufficiently valid, and therefore we are unable to pursue this matter any further.

I understand that you may feel your funds were taken unfairly; however, your account balance was not affected by this restriction, and no funds were deducted. As such, the impact was limited to time spent participating in the tournament.

Based on the above, we have no alternative but to reject the complaint as unjustified.

Thank you for your understanding, and I’m sorry we could not provide a more favorable resolution. Should you encounter any other issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are always here to assist you.

Best Regards,

Kubo

Hello there, my name is Peter, and I will be taking over this complaint due to Kubo's absence.

We’ve reopened this complaint at the request of bricefox. We received the following message:

Dear Kubo,

Thank you for your response and for the time dedicated to reviewing my complaint.

I would like to address an important point raised in your reply. The casino claims that my participation in the tournament was restricted starting October 27. However, if this restriction truly took effect, why was I still able to participate and maintain my position on the leaderboard? I continued playing, and at the end of the tournament, I remained ranked first, as shown in the screenshot I previously submitted.

This was not a matter of a temporary lead, my score secured the top position at the conclusion of the tournament. Therefore, my prize was not just potential, but earned according to the publicly available leaderboard and tournament rules.

If the restriction had genuinely been applied, then the casino failed to implement a system that actually enforced it. I received no notice of disqualification or restriction during the tournament. I was able to make deposits, and continue playing, all of which strongly suggests I was an active and eligible participant throughout the entire event.

Moreover, it is not acceptable to inform a player after the tournament has ended and the results are known that they were supposedly ineligible, without having clearly communicated that during the event or having technically blocked their participation.

I reiterate that I was playing in good faith, under a verified account, following the rules, and that my position as winner was not only earned but visible and confirmed on the final leaderboard.

Given this, I respectfully request a further review of my case or escalation to a higher authority. The situation raises a serious concern about transparency and fairness.

Thank you again for your attention, and I remain available to provide any further information if needed.

Best regards,

bricefox

Dear N1 Bet Casino representative, could you please clarify how the player was allowed to continue playing in the tournament if, according to the evidence provided to my colleague, they were not supposed to be able to play past the 27th of October? Thank you in advance for your clarification!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Peter,

Thank you for your message.

We have sent you additional clarifications regarding this case by email to assist with the review. Please let us know if any further information is required from our side.

Dear bricefox, I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!

Dear Peter,

We have sent you additional clarifications regarding this matter by email to assist with the review. Please let us know if anything further is required from our side.

Dear bricefox, do you by any chance have any screenshots showing you maintained your position on the leaderboard after October 27th? It would help the casino better understand the discrepancy being described. You can either post it here or forward it to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear Peter,

Thank you for your message.

Please find attached the requested screenshots.

They show that:

• The tournament ran from October 24 to October 31
• I remained ranked 1st with a score of 21,993,603
• The tournament is marked as ENDED, and I am still shown as position 1 with the €10,000 prize

This confirms that I maintained my position after October 27 and until the end of the tournament.

If my participation had truly been restricted, I should not have appeared as 1st place at the end.

I would also like to point out that the casino closed my account after I claimed my prize, without prior notice.

Thank you for your support.

Best regards,

bricefox

Thank you for the clarification, bricefox.

Dear N1 Bet Casino representative, we kindly request your assistance in understanding how the player was able to participate in the tournament until its conclusion, despite being restricted from participation starting on the 27th of October. We appreciate your attention to this matter and thank you in advance for your clarification!

Dear Peter,

We have sent you an explanation of the situation via email. Please let us know if any further clarification is required from our side.

Thank you for providing me with the information N1 Bet Casino representative. I have responded to your email, and I await your response!

Dear bricefox, I will keep you updated about any new developments. Thank you for your patience during this time!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Peter,

We have provided the requested data along with additional clarification via email. Should you need anything further from our side, we remain at your disposal.

Hello bricefox,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Casino Guru Team,

Thank you for the update.

I understand the situation and I am willing to wait for Peter’s return, as I believe he has a good understanding of my case.

However, I would like to kindly emphasize that this matter has already been ongoing for quite some time and is very important to me. I hope it can be resolved as soon as possible upon his return.

Thank you for your continued support.

Best regards,

bricefox

Thank you for providing me with the information N1 Bet Casino representative. I have responded to your email, and I await your response!

Dear bricefox, I will keep you updated about any new developments. Thank you for your patience during this time!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Peter and bricefox,

Thank you for your patience throughout the review process.

We have continued the discussion regarding this case via email and provided further follow-up from our side.

Thank you for providing me with the information N1 Bet Casino representative. I have responded to your email, and I await your response!

Dear bricefox, I will keep you updated about any new developments. Thank you for your patience during this time!

Dear Peter,

Thank you for the update.

We have replied to your email and provided additional clarification regarding the points raised. We hope our response helps clarify the remaining questions, and we remain available should any further information be required from our side.

Hello everyone, my name is Matej and I will be taking this complaint over from my colleague, Peter. I will do my best to help the mediation process to move towards successful resolution, however I would kindly ask for couple of more hours so I can familiarise myself with this issue, as it involves checking various statements. Thank you for your understanding.

Dear Matej,

Thank you for taking over this complaint from your colleague.

I sincerely hope we can find a fair solution as soon as possible and that the casino will proceed with paying my winnings. This issue has been ongoing for more than six months now, and it has been very stressful.

I remain available to provide any further clarification or documentation if needed.

Best regards,

Bricefox

Dear bricefox, on behalf of Casino Guru I would like to apologise for the delays and involvement of three separate resolvers. This happened due to long-term health issues and internal position changes, but now I am up to speed and will do my best to get this complaint resolved without any further ado.

After reading through this thread and the e-mail communication between my colleagues and casino representative, it seems like there are three points that needs to be addressed: your tournament winnings, removal of bonuses by the casino and the account block with possibly positive balance.

• The tournament

My colleague Kubo mentioned back in December, that after internal discussion (which I was a part of) we have agreed that the potential winnings are not something we generally see as enforceable. To quote part of his original message:

"As a general rule, we do not pursue or enforce refunds of potential winnings. In your case, the tournament took place between October 24 and October 31, and your access to the tournament was restricted on October 27. While we acknowledge that you were in first place at that time, there were still four days remaining until the end of the tournament. For this reason, the winnings are considered potential rather than guaranteed."

From my understanding, this complaint has been reopened because you were apparently able to continue playing and finishing the tournament despite casino's claims of ineligibility. You have also claimed this has not been clearly communicated and you were receiving further promotional offers.

I have double-checked the evidence you have uploaded, and the screenshots are so far confirming casino's statement: tournament screenshots show 3 more days until the end, and marketing communication is from 6th October until 26t October. The message informing you about no longer being eligible for bonuses, VIP rewards and tournament play has been sent to your e-mail on 27th October, therefore so far all the evidence - yours and the one provided by the casino - seems to match and tell the same story, as per Kubo's original interpretation.

To be able pursuing this point any further, I will need further evidence, like screenshots from later dates, or after the tournament has been finished. As for the promotions, your gameplay history confirms that last bonus has been redeemed and played on 26th October, followed by a weekly cashback on 27th October, which also aligns with the casino's claims. Although, if you have evidence of being able to redeem bonuses after 27th October, or of your further participation in the tournament, please either upload it directly to this thread or alternatively send me an e-mail at matej.l@casino.guru for further review.

• Removal of bonus eligibility

This is something that is in full control of the casino, and I - as a mediator - have no real options to change this. When it comes to bonus play and bonus eligibility: as per the casino's terms, these are fully optional and given/revoked at their will. From the message sent to you regarding revoking of bonuses, it is mentioned that the issue seems to be the negative ratio of your bonus claims compared with deposits. It also says, that after a couple of deposits, they would restore your option to claim bonuses. I believe this is sufficiently explained and poses no further issues. If you have any questions or something seems not to make sense, please do not hesitate to ask, I will be more than happy to provide more details or explain the situation tad better.

• Accoutn block and possible balance void out

While the T&C states, that the casino can close your account at any time for any reason with no need to explain their actions, I believe in this case an explanation is necessary. I will inquire further in this regard, and share my findings once I hear back from the casino representative.

According to the gameplay history, your last round happened on 11th November 2025 and the leftover balance was 40 EUR. I know this is a longtime ago, but could you confirm if this sounds plausible? Thank you.

To sum the above: if you have any further evidence of participating in tournament or redeeming bonuses after 27th October, please share it with me, and let me know if you have been blocked on 11th November 2025. In the meantime, I will message the casino representative inquiring about the nature of your account closure, and see what can be done. If I have misinterpreted something, missed crucial piece of evidence or you have further questions, pelase let me know, and I will address it ASAP. Thank you.

Dear bricefox, I have received a response from the casino representative, and while I can't share the details due to security reasons, I can confirm the casino has blocked your acount in line with their T&C. It has been also confirmed, that at the time of account closure you have had positive balance of 40,60 EUR that N1 Bet Casino will refund back to you.

Please, let me know if the refund can be processed to the payment method linked to your account at N1 Bet Casino, or whether you would prefer a different payment method held in your name, to be used.

Also, as mentioned in my previous message, if you have further evidence of redeeming bonuses and continuing participation in the tournament after 27th October, you can e-mail me (matej.l@casino.guru) the details at any time. Thank yo ufor your understanding.

Since the player has not provided further evidence supporting his case, and due to the strong evidence provided by the casino, this complaint will now be closed as "rejected".

The palyer has the option to request reopening, in case further details become available to him. Thank yo ufor your understanding and cooperation in this matter.