N1 Casino GR - Player's winnings have been confiscated.

Today, I won 18 euros from free spins. I met the wagering requirements and made a withdrawal of 2000 euros, but then my money was taken back. They said they adjusted the amount because my bet was too high.

Dear Agasik21, 

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the Bonus Terms and Conditions and I found this:

The maximum bet while wagering is 5 EUR or equivalent (5 USD, 50 NOK, 7.5 CAD/NZD). The max. bet limit includes bets doubling after a game round has been completed and bonus rounds (purchased within the game).

Our position is closely explained in Fair Gambling Codex: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time. 

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is veronika.l@casino.guru. 

If there is any other relevant communication between you and the casino, please send it as well. 

Thank you in advance for your reply. 

Best regards

Veronika

Hey guys, I have made the required turnover and then I raised my bet and it is not possible for all the money to go through the account every time, then why are we playing???

Thank you for your reply. Please forward me your gaming history in Excel format as I asked you in my first response, so that your bets can be checked. My email address is veronika.l@casino.guru. Thank you for your understanding and cooperation.

Dear Agasik21,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.