The player from Greece had been with N1Casino for two years and recently struggled to withdraw winnings of 12,000 euros. An accidental use of a different card for deposit had led to repeated document verification and the casino closing the account. The player asserted they had a joint account with the card's primary holder and thus the deposit was legitimate. Despite the player's efforts to provide evidence of the joint account, the casino had refused to pay the winnings. The player's complaint was ultimately rejected by us due to the deposit having been made with a card bearing his brother's name, despite it being linked to their joint account.
N1 Casino GR - Player faces account closure and confiscated winnings after mistakenly using a different card.
Amount: €11,000
N1 Casino GR
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
9 months ago
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9 months ago
Translation
N1Casino
I have been playing in this casino for about two years. I have made over 50 deposits. My card is registered with Google Play. On Friday, due to a mistake, I used the card ending in 2500 instead of 0025. Unfortunately, this card belongs to my brother. I would like to clarify, however, that of the approximately 50 deposits I have made to this casino, only once did I make a mistakenly input my deposit. That’s when my ordeal at N1Casino began. I tried to withdraw 10,000 euros on Saturday. I had total earnings of 12,000. They immediately removed all my documents that had been verified for two years and asked for identification again from scratch! This was because I dared to request my winnings. The "gentlemen" at the casino troubled me by having me upload, believe it or not, my documents three times!!!!
Just a while ago, they closed my account and sent me an email saying my earnings were lost, meaning the 12,000, because once I only used the wrong card...
I tried through chat to explain to them what happened, I sent them pictures from Google Pay and asked them to put the winnings on the card that I mistakenly used. The chat operators did not provide a solution to my problem.
After speaking with a lawyer and after he reviewed the casino's regulations, he pointed out to me that I didn't actually make any mistake because I'm a joint account holder of the card I used for the deposit.
This morning, I asked my bank for a detailed statement in which it is clearly shown that I am a joint account holder and the deposit to N1 Casino is also displayed.
The casino prohibits the use of cards that belong to third parties and I understand that. As I mentioned before, I used this card by mistake, but since the account also belongs to me there should be no issue. Nowhere in the regulations does it state that the use of such accounts is forbidden!
I hope the casino makes the right decision and accepts my withdrawal of winnings because it's a substantial amount.
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9 months ago
Dear apollong62,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with N1 Casino.
The bank statement you provided is not sufficient evidence of you having a joint account with your brother. Would it be possible to get an official bank account ownership certificate directly from the bank?
Could you kindly specify if your brother has an account in N1 Casino as well?
Could you please specify how many deposits did you make with your brother's card?
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
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9 months ago
Translation
My brother has no account with the casino. The joint account card was used ONLY once. From documents as needed. This is very easy and I will have with stamps
. They replied to me a while ago by email that the use of joint accounts is prohibited. Both myself and my lawyer and other people who have thoroughly studied the regulations, NO POINT does it state that joint accounts are prohibited. If they failed to write it, I will not pay for their omission!
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9 months ago
Translation
I have received an official IBAN certificate from my bank but the casino refuses to pay the winnings and does not even enter into a discussion with me. I read the N1 regulations together with a lawyer and it does not say anywhere that the use of joint accounts is prohibited. I asked them repeatedly if there was such a condition to be sent to me but nothing was sent to me. This morning, following the prompting of my lawyer, I filed a complaint with the EEEP and have also received a complaint number.
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9 months ago
I understand that you and your brother share one bank account. Whose card did you deposit into the casino with? Was it yours or your brother's?
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9 months ago
Translation
The joint account has two cards. One ends in 2500 in my name and my brother in 0025. We both have them in our mobile e-wallet. Anyway, the other money comes out of an account. By mistake I pressed 0025 which was my brother's. But keep in mind that 6 deposits totaling 9200 were made in that 24 hours. The five 6700 from my card and one from my brother's card. The 5 from the card from the joint account is ok for the casino and it doesn't pay me the winnings for the one from the same account?
This is pure fraud and I will not let it go!
They are canceling the 5 deposits of my own card and they are standing in one place so as not to pay 11790 euros!
Edited
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9 months ago
I'm sorry, but we are unable to assist you as you used a card with your brother's name on it. Typically, we offer support to players with joint accounts, but only when they deposit using a payment card with their own name.
Due to this reason, your complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
