N1 Bet Casino - Player believes that their withdrawal has been delayed.

Hello, today I have made five deposits for a total of 440€ on n1bet.com and the reason for my complaint is the second deposit of 100€ / withdrawal of 500€

. Every deposit I made was raw cash and the only bonus I would get is one GOLD lucky spin for every 100€ deposit. So I made a deposit of 100€ and received a Gold lucky spin reward of 10€ with a 5x wager requirement and started playing blackjack. I played 13 hands of blackjack, wagering a total of 610€ before deciding to call it quits at 500€ balance . However it would not let me withdraw because the wager for the Gold reward was broken even though I had wagered over 10 times more than was required already. Feeling accomplished with my raw cash blackjack run I feel I dont need the broken 10€ gold reward chip because I could not withdraw it anyways since the wager is broken. (notice I wagered 610€ yet here it freezes at 30) so I remove it to cash out 490€ however instead of it removing my 10€ reward chip it removed my entire balance and when talking to their support they say they cant do anything because I cancelled it even though I had finished the wager already. Please help me casinoguru

Dear winnah,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hi,

We do not restore any manually cancelled bonuses.

If the balance is more than [deposit amount]+[bonus amount] - balance gets reset to the deposit amount. We want to remind you that limitation of the maximum bet while wagering is 5 EUR.

In regard to a "broken" wager, please, note that not all games contribute towards meeting the wagering requirement equally: 

Slots – 100% (except for the games listed in the article 5.4);

Card games – Baccarat, Blackjack, Hi-Lo – 5% (except for games with a live dealer);

Videopoker – 5%;

Roulette, Poker – 5% (except for games with a live dealer);

Other games - 5%.

on the bonus it said the amount was 10€ not 500 or 400 so I dont get why cancelling it removes all balance instead of the 10€ it displayed. And when all the sudden all my balance disappears you say you cant change anything and its final you lost your money without even betting anything this is a scam. just remove those 20€ I had to wager from the balance as if I lost every bet of that and give me back the money which you have no right to take

I cancelled a 10€ chip with 20€ wager and not 490€ raw cash, the fact you decide to remove everything and never give it back is a scam

Dear winnah,

Have you received your withdrawal from the casino yet?

They refuse to give my money back

Hello everyone,

Thank you both for your replies.

Dear N1 Bet Casino,

Do I understand correctly that winnah canceled the bonus before the wagering requirements have been met?

Hello Kristina,

Yes, the player did it.

winnah, I am sorry, but if you have canceled the bonus before meeting all the necessary requirements, there is not much more we can do. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. 

Please, let me know if there is anything else we could help you with, otherwise, I will be forced to close this complaint. Thank you for your understanding.

Dear winnah,

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, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.