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Real money winnings (520 €) withheld due to stake restriction

Description:

I deposited €100 at N1 Bet on July 23, 2025, and entered the code GOLD to participate in the Lucky Spin promotion. I didn't receive any bonus money, just free spins or one spin.

After that, I played exclusively with the real money I had deposited. I made a bonus buy on "Gates of Olympus" for €100 and won €520.

When I requested a withdrawal, it was declined. The casino informed me via email that I had exceeded the maximum allowed bet—although I wasn't aware that such rules also apply to real money bets once a bonus code has been used.

My account balance was simply reset to €100.

I consider this procedure unfair because I was not informed about this restriction, did not receive any bonus funds, and it was clearly a real money withdrawal.

I request a fair review of my case and hope for a partial payout or compensation.

Echtgeldgewinn (520 €) wegen Einsatzbeschränkung einbehalten

Beschreibung:

Ich habe bei N1 Bet am 23.07.2025100 € eingezahlt und den Code GOLD eingegeben, um an der Lucky-Spin-Aktion teilzunehmen. Ich habe dabei kein Bonusgeld erhalten, sondern nur Freispiele bzw. einen Spin.

Danach habe ich ausschließlich mit meinem eingezahlten Echtgeld gespielt. Ich habe bei „Gates of Olympus" einen Bonus-Buy für 100 € gekauft und damit 520 € gewonnen.

Als ich die Auszahlung beantragte, wurde sie abgelehnt. Das Casino teilte mir per E-Mail mit, dass ich den maximal erlaubten Einsatz überschritten hätte – obwohl ich nicht wusste, dass solche Regeln auch für Echtgeldeinsätze gelten, sobald ein Bonuscode verwendet wurde.

Mein Kontostand wurde einfach auf 100 € zurückgesetzt.

Ich halte dieses Vorgehen für unfair, da ich nicht über diese Einschränkung informiert wurde, kein Bonusguthaben erhalten habe und es sich eindeutig um eine Echtgeldauszahlung handelte.

Ich bitte um eine faire Überprüfung meines Falls und hoffe auf eine teilweise Auszahlung oder Entschädigung.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have checked the Terms and Conditions of the Lucky Spin promotion, and this is what I found:

Terms and Conditions

To get a Gold bonus, make a deposit of $100+ using the bonus code GOLD.

For each deposit, the player gets to spin a wheel that gives them a random prize.

The Gold random prizes are: 50 FS, 100 FS, 150 FS, 200 FS, 10 EUR (10 USD, 10 NZD, 10 CAD, 100 NOK, 50 PLN, 700 RUB), 20 EUR (20 USD, 200 NZD, 20 CAD, 200 NOK, 100 PLN, 1400 RUB), 100 EUR (100 USD, 100 NZD, 100 CAD, 1,000 NOK, 500 PLN, 7000 RUB), 200 EUR (200 USD, 200 NZD, 200 CAD, 2000 NOK, 1,000 PLN, 14,000 RUB), 1,000 EUR (1,000 USD, 1,000 NZD, 1,000 CAD, 10,000 NOK, 5,000 PLN, 70,000 RUB), 10 000 EUR (10,000 USD, 10,000 NZD, 10,000 CAD, 100,000 NOK, 50,000 PLN, 700,000 RUB).

The wagering requirements are: FS — x25, money — x5.

The time limit for wagering all promo bonuses is 7 days. An awarded bonus becomes null in 7 days after getting it.

The prize FS will be credited to the Gates of Olympus Super Scatter (Pragmatic Play). If this slot is not available in the player’s region, the prize FS will be credited to the alternative slot: Fruit Million (BGaming).

General Terms and Conditions apply.

Please allow me to ask you a few questions to clarify your situation:

• How much money did you win from the free spins you received?
• Did you finish wagering the free spin winnings before you made the bonus buy on Gates of Olympus?

Our position towards max bet 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 like you have been accused mistakenly, feel free to forward me your game history in Excel format. My email address is veronika.f@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,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear ccxg5k5qbb68,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.