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Complaint against N1Bet – payout of €10,500 refused

I made five deposits of €1,000 each using the same bank card. The card is issued in my name.

After my last deposit, I was able to increase my balance to €10,500. When I requested a withdrawal, my winnings were completely cancelled, leaving only €1,000 in my account. My player account remains active.

The casino claims it is a third-party payment. This is incorrect.

My bank has confirmed in writing that both the bank card used and the associated bank account are registered in my name. This confirmation has already been sent to the casino.

I didn't use any bonus.

All deposits were accepted.

My account is verified and active.

No concrete violation of the terms and conditions was presented to me in a comprehensible manner.

I request an investigation into the matter and the restoration and payment of my legally obtained profits amounting to €10,500.

Beschwerde gegen N1Bet – Auszahlung von 10.500 € verweigert

Ich habe fünf Einzahlungen zu jeweils 1.000 € mit derselben Bankkarte vorgenommen. Die Karte ist auf meinen Namen ausgestellt.

Nach meiner letzten Einzahlung konnte ich mein Guthaben auf 10.500 € erhöhen. Als ich die Auszahlung beantragt habe, wurden meine Gewinne vollständig gestrichen und lediglich 1.000 € auf meinem Konto belassen. Mein Spielerkonto ist weiterhin aktiv.

Das Casino behauptet, es handele sich um eine Drittzahlung. Dies ist unzutreffend.

Meine Bank hat mir schriftlich bestätigt, dass sowohl die verwendete Bankkarte als auch das zugehörige Bankkonto auf meinen Namen registriert sind. Diese Bestätigung wurde dem Casino bereits übermittelt.

Ich habe keinen Bonus genutzt.

Alle Einzahlungen wurden akzeptiert.

Mein Konto ist verifiziert und aktiv.

Mir wurde kein konkreter Verstoß gegen die AGB nachvollziehbar dargelegt.

Ich bitte um Prüfung des Sachverhalts sowie um Wiederherstellung und Auszahlung meiner rechtmäßig erzielten Gewinne in Höhe von 10.500 €.

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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.

• Are you the sole owner of the bank account used to deposit money into this casino?
• Is the name on the bank statement your full name, or does it show the names of two different people who are both owners of the bank account?
• Have all your other documents been approved by the casino during the KYC verification?

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

Best regards

Veronika

Dear Fabio15,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Fabio15,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika