The player from Greece had reported that her withdrawal had been cancelled and her funds had been seized. The casino had claimed the player was betting with bonus amounts over 5 euros. The player had defended herself, stating that the casino should have corrected the bet amounts in real-time. She had also emphasized that the casino only raised the issue after she had requested a withdrawal. After reviewing the case, we found that the player had placed multiple bets exceeding the maximum allowed, which was against the casino's terms and conditions. As a result, we couldn't intervene to ensure the casino paid out her winnings. The complaint was subsequently rejected due to these findings.
N1 Casino GR - Player's winnings confiscated due to bonus misuse.
Amount: €7,500
N1 Casino GR
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
6 months ago
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6 months ago
Translation
The casino cancelled my withdrawal and seized my funds, claiming that I was betting bonus amounts over 5 euros, which is illegal.
Automatic translation:
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6 months ago
Dear Vicky090982,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found (here):
General
Regarding the bonuses and promotions, all times and dates are stated in UTC.
Cashback is a bonus unless otherwise specified. Any rules that apply to bonuses in general apply to cashback bonuses as well. The maximum bet in games based on Random Number Generator (slots, table games, etc.) while wagering is 5 EUR. The maximum bet in live games while wagering is 5 EUR. The max. bet limit includes bets doubling after a game round has been completed and bonus rounds (purchased within the game).
We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet.
Please do not hesitate to forward your game history in Excel format along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.
- Additionally, can you inform me whether your balance is divided into two parts upon activating a promotional offer, or if it is presented as a single "bonus balance"?
- Can you provide details on the specific bonus you activated and utilized?
I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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6 months ago
Translation
the bonus was from the game book of fallen 30 FREE SPINS with a payout of 26EURO which I won on 35 ie 950 euros. I had already won 750 and I played in crazy time, I was accused that they noticed that I bet more than 5 euros. BECAUSE, after they noticed it, the game continued and I managed to win 7500 euros. I will tell you why, because they wanted to confiscate them, this is valid. and if they said it only in the ascension, it is unreliable on their part. The rest are excuses for not making profits. the amounts must be corrected in real time and not after the player has spent so much money in the end. AFTER THEY NOTICED IT THEY HAD TO CORRECT THE AMOUNTS AND NOTIFY ME SINCE THEY DON'T HAVE DUAL SECURITY KEYS. THE ONLY THING THEY WANTED WAS TO SEIZE THEM. THE BALANCE WAS REPORTED AS BONUS BALANCE ONLY. AS SOON AS THE BONUS ENDED, THEY WITHDRAW THE TAX NORMALLY AND LEFT 4990 NET. AND AFTER THE WITHDRAWAL PROCESS WHEN I ASKED FOR 4500 WITHDRAWAL THEY REMEMBERED TO CONFISCATE THE WHOLE AMOUNT. I'VE BEEN PLAYING FOR LONG TIME THE 750 INITIALLY HAS DONE ALMOST ZERO THEN INCREASED AGAIN. PLEASE SEND YOU THE HISTORY themselves. I CAN'T ACCEPT THAT THEY HAD NOT NOTICED FOR THREE HOURS THAT I WAS BETTING. THEY HAD NOTICED IT AS THEY ADMITTED IT THEMSELVES BUT THEY WANT TO SEIZE THEM IT IS UNFAIR BECAUSE THEY NOTICED IT FOR THREE HOURS THEY SHOULD HAVE FIXED IT THEY JUST RESET IT THEY DID NOT FIX IT IN THE END AND WHEN I WON THE FINAL AMOUNT FIRST I HAD BETTED UP TO 5 EUROS AND AFTER I DOUBLE IT AS I NOTICED THAT THE SERUM SAID ABOVE THAT YOU SHOWED ME AND THANK YOU SO MUCH. I SHOULD BE COMPENSATED ONLY FOR MORAL DAMAGE. THE REGULATORY AUTHORITY MUST INTERVENE IN ALL THIS. AND WE'RE LIVING IN 2024 LET THEM HAVE INSURANCE FOR THE INCREASING BET LIMIT. IN THE END THEY GIVE THE AMOUNT I WON UP TO THE ALLOWED LIMIT SINCE IT IS LIKE THAT BUT THEY DID NOT RESET IT ALL THEN. AND FINALLY I KEPT PLAYING WHILE I HAD WON 7500 UNTIL THE AMOUNT THEY WANT FOR THE CASHOUT WAS COMPLETED. AFTER THEY HAD NOTICED IT WHY DID THEY NOT CORRECT THE AMOUNTS. BEFORE GETTING THEM UP I ASKED THROUGH CHAT IF THERE WAS ANY ISSUE EVEN WITH THE IDENTIFICATION DOCUMENTS I HAD SENT. AFTER THEY CHECKED IT THEY TOLD ME THERE WAS NO PROBLEM. NOW SINCE THERE IS NO PROBLEM HOW THEY GOT TO SEIZE ALL THE AMOUNT IS WORTH QUESTIONING. and finally they sent me an email saying that I can't have bonuses again in their casino for a long time but to play only with real money and gradually I would be able to have bonuses again. I asked for my account to be closed at this casino and after my persistence they closed it. EVEN ABOVE IN THE TERMS IT DOES NOT CLEARLY SAY THAT ON BONUS AMOUNTS IT IS FORBIDDEN TO BET MORE THAN 5 EUROS. I'M SORRY BUT IT'S NOT COMPLETELY UNDERSTANDABLE. IT IS UNFAIR TO LET YOU PLAY AND WIN AND THEN TELL YOU WRONG. SOMEONE DIDN'T DO THEIR JOB RIGHT AT THE CASINO. WHY SHOULD I SUFFER ALL THE CONSEQUENCES? THEIR FAULT IS WITH THE MANAGEMENT
Edited
Automatic translation:
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6 months ago
Hi Vicky090982,
I regret to inform you that if you knowingly place multiple bets exceeding the maximum allowed, we cannot intervene to ensure the casino pays out your winnings. While it would be ideal for the casino to have a software system preventing players from breaching the maximum bet rule, this is not currently a standard practice. Therefore, if the maximum bet is clearly outlined in the general bonus terms, we acknowledge that players must exercise caution when completing bonus wagering requirements. It is common for casinos to have a maximum bet rule, and we strongly advise players to review bonus terms before commencing play to avoid any misunderstandings. Unfortunately, gameplay is only audited when a player requests a withdrawal, not in real-time while they are playing.
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
