The player from Greece had had an issue with N1 Casino GR regarding uncredited tournament winnings. The player had participated in multiple tournaments with a total winning of €3,400, along with additional winnings from other programs. Despite the player's efforts to contact the relevant authorities, there had been no response. We had attempted to gather more information and proof from the player, but the player had failed to respond. Consequently, we had had to reject the complaint. Later, the complaint had been reopened upon the player's request. However, due to lack of sufficient evidence and the decision from the Alternative Dispute Resolution (ADR), we had been unable to assist further and the complaint had been rejected again.
N1 Casino GR - The player's tournaments winnings are missing.
Amount: €300
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
Other
REJECTED
Case summary
5 months ago
Public
Public
8 months ago
Translation
My account is authenticated and I have been enjoying the services for months without any particular problems.
An intense problem was presented from the end of December regarding the performance of prizes (money without wagering requirements), from reward programs of the Pragmatic Play provider, which the casino also displayed on its offers/tournaments page.
The programs were:
Drops & Wins which included 1st Daily Prize Drops and 2nd Daily Game Show Tournament
Greek Sweet Tour, which contained drops of prizes - amounts of money like the Daily Prize Drops and an extra prize of €100 if within a weekly cycle you obtained a trio of words through their drops.
The programs ran in parallel in the same game or participation games.
It all started on 27/12/2023 when I started playing mainly on a certain Game Show at Live Casino.
Through other companies I had the experience that the prizes from the Daily Game Show Tournament (20:00-19:59) were credited to the account at 20:29 everyday.
As for throws, the corresponding amounts were added directly to the balance.
However, the specific ways of crediting the prizes did not apply to n1casino. Something I realized later...
So not having been credited with the prize of the Daily Game Show Tournament that ended on 12/27, the next day I contacted support, sending relevant screenshots. Which I also did for the new prize from the Daily Game Show Tournament that ended on 12/28.
The two in particular were credited by the company, I think on 12/28 & 29/12, which then "declared a suspension of payments" while in my constant communications, the responses were: it has been forwarded, please be patient.
Meanwhile I was winning daily prizes in the Daily Game Show Tournaments from 12/29/2023 to 1/4/2024. Then I made an official complaint on the company's form.
A €150 "Your gift from Pragmatic" credit was issued relatively immediately. An amount that did not correspond to any logical order and which did not cover the totality of the obtained rewards. Through email and proof, I was finally credited with an additional amount of €370.
Then, I can say that with one consequence the company credited prizes from the Daily Game Show Tournaments. Although the way this was done was unacceptable: I would receive an email saying "Your gift from Pragmatic", without mentioning the amount, nor which reward program it corresponded to. In the meantime, on the n1casino platform there is no history and the ability to monitor the movement of the balance and transactions. Sometimes through Live Chat support I was only informed about the amount of the credit and the exact moment of its realization. Without any further information, other than the "One Day Tournament"!!!???
From the information available to me, the conclusion was that I was only credited with prizes from the Daily Game Show Tournaments and none from the other 2 programs.
To the questions I asked them and the proofs I gave them they answered that I have received all the prizes from Pragmatic and/or to be patient.
On 2/2/2024 I filed a complaint with the E.E.E.P. having sent a volume of receipts for amounts of €25, €135, €35 and €90.
At the same time, I requested that the company deliver a detailed list of prize credits, so that I could cross-check if all the prizes from the Daily Game Show Tournaments have been credited.
I also requested that he present evidence of Pragmatic Play for the entire period from 12/27/2023 to 2/2/2024 where I was a potential recipient of roll-type prizes, which were random in nature and particularly difficult to record evidence of, especially before the 14/1/2024 I was quite naive about the operation and reliability of n1casino in this particular.
Postscript: there was still one company in Greece that did not have active/allowed direct and/or automated credit in the specific programs. My claims for Daily Game Show Tournaments (I had participated and won for individual days), which this company did not recognize and did not deal with, immediately after complaining to the E.E.E.P. immediately credited a total amount of €140.
I am awaiting information from the EEEP. about what n1casino will answer and do. It is impressive, however, that in a multitude of communications and evidence, not only did it not take care to correct any malfunction in monitoring the reward programs, but it categorically stated that it was fine with its obligations. Before resorting to complete disrespect towards the player.
Automatic translation:
Public
Public
8 months ago
Hello vashbet,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with N1 Casino GR. Please allow me to ask you a few more question before we would move forward.
Could you please advise if you did play those tournaments in only this one casino? How much exactly were you supposed to receive in total from the casino - please write it shorty from which tournament how much. When exactly did you contact the authorities and did you receive any respond form them already?
Looking forward to your answer.
Regards,
Nick
Public
Public
8 months ago
Translation
In these tournaments (and programs) I mainly played from N1 Casino GR.
They are network programs, available and active in many companies and countries, for those companies that had a participation/agreement with Pragmatic Play. I have also played through other casinos on some days where with the exception of one more I reported all credits were instant or automated if they were daily and weekly.
As I mentioned, there were simultaneously in the same participating game, three programs that provided prizes.
- Daily Game Show Tournaments . There were 35 prizes in respective entries/days. From €20 to €500 each. If N1 Casino GR does not deliver to me a detailed list of the credits it has made, I cannot verify whether it has credited all of them. I have requested it (3rd in a row) since 5/2/2024, but I have not yet received an update. My own records (photos) show prizes totaling €3,400.
- Daily Prize Drops . I have proof (photos) of a total amount of €90. The number of throws and amounts I had acquired in the 35 days remains unclear. I assume Pragmatic Play owns the details of these, N1 Casino GR shows reluctance to investigate them.
- Greek Sweet Tour . I have proof (photos) of a total amount of €195. For the weeks of its holding: 5th, 6th, 7th concerning the period 7-28/1/2024. The amount of the amounts I had acquired in the previous weeks (period 27/12/2023-6/1/2024) remains unclear. I assume Pragmatic Play owns the details of these, N1 Casino GR shows reluctance to investigate them.
- There was also a special tournament in the Drops & Wins campaign, the Roulette and Game Show Tournament 2nd Stage in which I had won a prize of €200 that had been credited.
The communication with the authorities (E.E.΅.E.P.) took place on 01.02.2024 with the official submission of a complaint. There has been no update yet.
Edited
Automatic translation:
Public
Public
8 months ago
Hello vashbet and thank you for the clarification. Can you please advise if you did attend any of those tournaments from a different casino while participating in N1 Casino as well?
Did you receive any respond from the authorities yet?
Would it be possible to forward any kind of communication between you and the casino regarding this issue to nikolas.b@casino.guru?
Public
Public
8 months ago
Wow!!! Almost a week to reply what? Absolute nothing...
I already mentioned the "clarifications"
I had participated in the Drop & Wins for Live Casino from multiple casinos. In the majority of them the credits were instant for the Drops, automated for the daily tournaments and within the predicted time for the weekly.
Two casinos that did not operate like this but implemented a verification process both managed to be problematic in crediting prizes.
In one of these casinos and while he categorically stated that I was not entitled to prizes, as soon as I complained to the authorities (same date for both complaints) he credited them within a few days and apologized for the inconvenience. There was no relevant official information from the authorities, I simply informed them by myself that it was resolved. In the following period when this casino again did not credit newly won prizes, the issue was resolved through support. I just had to endure this process every time.
Things are very different with N1 Casino GR, where the volume of participations and prizes was multiple times and the attitude of the representatives was not cooperative at all. I have not received information from the authorities about the complaint on N1. And I'm facing non-crediting of newly won rewards, even though the casino is receiving loads of receipts.
Just ask them if and when they cretided the above (Drop Prize acquired on 3/2)
Or about the sum of 35€ from the 7th week of Greek Sweet Tour (ended on 28/1), where their replies still are: Prizes will be credited to you once the winner verification process is complete. Please for your patience.
A lot of conversations and evidence are in the complaint to the authorities. Of course, new differences arise. Due to data protection issues, I refrain from promoting their material. I have listed specific amounts and the award programs they came from. You can approach them asking if and when they credited anything beyond Daily Game Show Tournaments.
Public
Public
8 months ago
Hello vashbet,
Can you please forward your balance history together with some proof of the winnings you should have get from the casino with corresponding dates to serve as proof that it was not received by you? Please forward it and the communication with the casino requested in my previous post to nikolas.b@casino.guru.
Public
Public
8 months ago
Dear vashbet,
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.
Public
Public
7 months ago
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.
Public
Public
7 months ago
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.
Public
Public
5 months ago
The complaint was reopened based on the player's request.
Dear vashbet,
Please provide the above requested information to nikolas.b@casino.guru.
Public
Public
5 months ago
Months have passed with no tangible results.
The company gave a vague answer to the audit committee.
The audit committee didn't bother more than to forward it to me.
I persisted with a second, more targeted complaint to the commission and await the new development.
The company so far:
The company simply deposited an amount of €35 (2 months after the complaint to the committee).
The company still has not presented a list of credited awards it has made and falsely states that he has done so.
The company has presented an incomplete (in terms of dates and campaigns) record, which presents dates of award acquisition (missing their credit and for several of them I am sure that they have not been done). The only good thing about this is that it records prizes that I had no evidence of.
The company has not actually contacted the game provider (Pragmatic Play) to receive details of earned rewards.
Beyond my own issues and claims it should be made clear to interested parties that the company cannot manage and award - credit campaign prizes of the Pragmatic Play's live casino random drops type prizes. Such as the new Euro Countdown. Which the company also promotes...
Public
Public
5 months ago
Dear vashbet,
Do you have any proof that you contacted the authorities? If yes, please forward their decision and communication to nikolas.b@caisno.guru otherwise we can't move forward.
