The player from Germany faced a rejected withdrawal due to claims that the €600 deposit had not met the three-times wagering requirement, citing that roulette and sports bets only counted at 5%. The player believed they had already fulfilled the wagering requirements and wished to file a complaint against the casino for withholding the payout. The issue was resolved after the player informed the casino about the complaint, which led to the approval of their withdrawal without any further bets placed. The complaint was marked as 'resolved' by the Complaints Team.
N1 Bet Casino - Player’s withdrawal is delayed due to wagering requirement disputes.
Amount: €1,302
N1 Bet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 weeks ago
Public
Public
3 weeks ago
Translation
My withdrawal was rejected on the grounds that the deposit amount of €600 had not yet been wagered three times. Upon inquiry, support explained to me that roulette only counts towards this wagering requirement at 5%. This means that €708 would still need to be wagered. In my opinion, this rule only applies to bonus funds. The terms and conditions only mention this in connection with bonus funds. I was further informed that sports bets also only count at 5%. After reviewing my bets, I have come to the conclusion that I have already met the wagering requirements of €1,800. The casino is therefore trying to withhold the payout.
I would therefore like to file a complaint against this casino for the reasons stated above.
I have all correspondence with support and have attached it.
Automatic translation:
Public
Public
3 weeks ago
Dear Mileso,
Thank you very much for submitting your complaint. I’m sorry to hear about the issues you're facing with your withdrawal.
To help us investigate this issue further, I would appreciate it if you could clarify a few points:
- Regarding the requirement to wager the deposit amount, the casino's reasoning may be tied to Anti-Money Laundering (AML) regulations. These are standard procedures casinos follow to prevent illegal activities such as money laundering.
- Was your account successfully verified in the past, and if so, could you please confirm when this was completed?
- Could you also forward your game history?
Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.
Your cooperation in providing these details will help us investigate and work towards a resolution. If you have any other relevant communication with support or other documents, feel free to forward them to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
3 weeks ago
Translation
Ladies and Gentlemen
After informing the casino that I had filed a complaint regarding this matter, my withdrawal was finally approved, even though I had not placed any further bets.
The case can now be considered solved. Thank you for your help.
Best regards
Miles
Automatic translation:
Public
Public
2 weeks ago
Dear Mileso,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Petronela
Casino.Guru
