The player from Greece and her partner had encountered difficulties with an online casino when they had tried to withdraw 3,000 euros. The casino had accepted their deposit but had refused the withdrawal due to identification issues. Their casino account had been deactivated with their winnings seized. After reviewing the case, we found that the players had breached the casino's terms and conditions by using a third-party payment method and sharing a single casino account. Consequently, we had concluded that the casino's actions to close the account and confiscate the funds were justified.
N1 Casino GR - Player's account has been closed and winnings confiscated.
Amount: €3,000
N1 Casino GR
Safety Index:HighSafety Index
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
7 months ago
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7 months ago
Translation
Good evening, I need your valuable assistance. Yesterday, my partner and I tried to withdraw the amount of 3,000 euros from the said betting company. After my partner's card was accepted for deposit, we played as usual and decided to withdraw the 3,000 euros. However, we realized that it was not possible, they required identification, which we provided correctly. They seized the amount and told us to complete the identification to get the money refunded. The identification they requested was for my partner, not for me. We proceeded to correctly register the documents they requested to return the money to my partner's card. This was not a problem for us since we live together. After doing all these, they informed us that the amount would not be returned and they would only refund the deposit money (40 euros), claiming a breach of rules that we had been informed about when signing up. This is not true because there was no attached link stating this specific event, otherwise, why wouldn't I have used my own card if I knew about it beforehand? And secondly, if they claim that they do not accept cards, accounts, etc. from third parties, why did they accept the deposit but not the withdrawal? The question I asked at the end here two hours ago remains unanswered by the company's customer service, who also, in our correspondence, speak to us in a bad way and mock us. We are talking about people who serve? To mock with infinite ease a couple who is trying to get their winnings? they ask us if we need them? Instead of answering, they mock. Very bad behavior.
I would kindly ask for your help, we spoke with a representative of your service by phone this afternoon and he referred us to lodge a complaint against the betting company. I would like to know, since they accepted the deposit, isn't it illegal and considered the withdrawal? Why? because we won?
I would kindly ask you to help us in any way you can.
They have deactivated my account and have seized my money.
Automatic translation:
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7 months ago
Dear mariaperaki95,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked T&Cs, and this is what I found:
The Company does not accept third party payments. You must make deposits only from a bank account, bank cards, e-wallets or other payment methods that are registered in your own name. If we determine during the security checks that you have violated this condition, your winnings will be confiscated and original deposit returned to the owner of the payment account. The company is not responsible for the lost funds deposited from third party accounts.
Furthermore, please check our Fair Gambling Codex for Players:
Payments
For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations.
Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.
If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.
Furthermore, no casino allows two or more people to access and use one casino account, therefore you breached another basic rule of online gambling, therefore we believe the casino's decision to close your account and confiscate funds was justified.
Thank you very much in advance for your reply and understanding.
Best regards,
Kristina
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7 months ago
Translation
Good evening, I have read the terms and conditions you posted above. I will stick to the proposition *The Company does not accept payments from third parties*, so why did it accept the deposit normally? I ask you where is the protection of the casino towards the players? Why did he accept the deposit? if the withdrawal was 100 euros, would anyone check? I answer you NO. The withdrawal was 3000 euros and they clicked on the deposit that they accepted in order to confiscate my money.
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7 months ago
Thank you for your reply, mariaperaki95. Please get back to my message where I explained why this is not the casino's responsibility:
...Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.
I am sorry, but we cannot proceed with this case. I can only recommend that you avoid using someone else's payment methods and always use your account by yourself. We believe the casino acted in compliance with their General T&Cs.
Due to the aforementioned reasons, this 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.
