The player from Greece had complained about a deduction of €100 from his balance and the nullification of his remaining €90, allegedly due to exceeding the betting limit of €5 and purchasing bonuses. He had denied the claims. We had checked the general bonus terms and conditions and asked the player to clarify if his winnings were solely from Free Spins and if he had redeemed any free bonuses from the casino in the past. However, due to the lack of response from the player, we were unable to proceed with the investigation or provide potential solutions. The complaint had been rejected.
N1 Casino GR - Player's winnings have been confiscated.
Amount: €190
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
Player stopped responding
REJECTED
Case summary
4 months ago
Public
Public
5 months ago
Translation
Unacceptable behavior... even though I had a bonus of 20 free spins and a 50-times wagering requirement, they first deducted an amount of 100€ from my 190€ balance.
Then, when I requested a withdrawal for the remaining 90€,
They decided to nullify my entire amount...
First, they said that I exceeded the betting limit of 5€, which never happened...
Then they told me that it's because I was buying bonuses...
Automatic translation:
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5 months ago
Dear karavasilir,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I have checked the general bonus terms and conditions, and this is what I found (here):
Verification Bonus
To receive the verification bonus, you must verify your account by uploading proof of identity, such as an ID card, a passport, or a driver's license.
Free spins must be wagered 50 times before the player can order a withdrawal.
Free spins must be activated within 3 days after receiving.
The bonus is 15 free spins credited to the Book of the Fallen slot by Pragmatic Play.
Free spins expire in 7 days.
The maximum withdrawal limit from no deposit free spins is 100 EUR.
- Do I understand correctly that your winnings have been accumulated solely from Free Spins?
- Have you redeemed any free bonuses from this casino in the past?
I would like to emphasize, that according to our Fair Gambling Codex, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play, especially when it comes to No Deposit bonuses.
Looking forward to hearing from you.
Best regards,
Petronela
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4 months ago
Dear karavasilir,
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.
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4 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
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