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I received free spins and €79.11. Afterwards, I asked the live chat what the maximum win amount from the bonus was, and they answered three times that I could withdraw everything once the wagering requirement of 50x had been met, which amounted to approximately €4000. We did this, and then our money was withdrawn and reduced to €560. We then contacted support, who said that the maximum win was x10. However, I had asked three times before I started playing, and they said that it was possible to withdraw everything once the wagering requirement had been met.

Thankfully I have screenshots of the chat, and she apologized via email for the false statement from support!

And then she said many new players don't know that, which is funny. I asked several times what the maximum amount is, but received no answer. Besides, I'm not a new player; I'm in the VIP club, which means depositing more than €2,400. So I'm a loyal customer.

ich habe gratis freespins bekommen und 79.11€ erhalten und danach habe ich den live chat gefragt was der maximale gewinnbetrag von dem bonus ist und sie hat 3 mal darauf geantwortet das ich alles auszahlen kann sobald der wager von 50x verspielt wurde also eine sunme von ca 4000€ was wir gemacht haben und danach wurde unser geld entzogen und auf 560€ gekürtzt darauf haben wir und an denn support gewendet der dann meinte das der maximale gewinn x10 ist aber ich habe bevor ich begonnen habe zu spielen 3 mal nachgefragt und sie meinte das es möglich ist alles auszuzahlen wenn es gewagert wurde.

ich habe gott sei dank scrennshots von dem chat und der per email hat sie sich entschuldigt für die falschaussage des support!

Und danach meinte sie viele neue spieler wissen das nicht lustig ist ich habe ja mehrmals gefragt was der maximal betrag ist worauf keine antwort kam noch dazu bin ich kein neuer spieler ich bin im VIP-Club dabei heisst mehr als 2.400€ einzuzahlen also ich bin ein treuer kunde

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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 kindly send me a link or a bonus you activated and played with?

Did you make a deposit to activate the free spins, or was it a no-deposit bonus?

I have reviewed the Bonus Terms and Conditions of N1 Bet Casino, and this is what I found:

1.8. The maximum withdrawal limit from no deposit free spins is 50 EUR/USD, 500 NOK, 75 CAD/NZD/AUD. The maximum withdrawal from a no deposit bonus is limited to x10 the bonus amount unless otherwise stated in the bonus offer. An exception can be made for loyal players, and in case of winning, the maximum win amount can be increased. To request a withdrawal, you must fully verify your account and make a minimum deposit.

1.9 The maximum withdrawal is limited to 10x the bonus amount, unless otherwise stated in the bonus offer. This means that the maximum withdrawal is calculated as the bonus amount received multiplied by a coefficient of 10 (x10 by default). The maximum withdrawal from deposit Free Spins cannot exceed 10x the bonus amount received from the Free Spins play.

Please note that the rules set out in the Terms and Conditions take precedence over anything a live chat agent tells you.

I would also like to emphasize that, according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limits to be unfair and predatory only when they are applied to a real money game; however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

If there is any additional information that would support your case, please do not hesitate to contact us. Otherwise, I will be forced to reject your complaint. Thank you for your understanding.

Best regards,

Veronika