N1 Casino - Player believes they should have been banned from sister casinos.

Ich habe vor einem Jahr mich bei casino n1 wegen Spielsucht gesperrt. Habe eine Email geschrieben dass ich möchte dass alles casinos mich sperren. N1 hat mich gesperrt die anderen nicht. Ich habe mich bestimmt bei 10 anderen n1 casinos angemeldet und über 20.000 verloren.

Dear Dami92,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the Responsible Gaming section, and this is what I found https://www.n1casino.com/responsible-gaming:

"What is Self-exclusion?

Setting Self-exclusion lets us know that we need to take all measures to block your access to your account and make sure that you receive no promotional materials. You may also contact our support team at support@n1casino.com and inform us about your decision to stop gambling at the Website for a certain period of time or forever.

Please note that if you are self excluded from the casino for indefinite period of time, the funds remaining on balance will be paid according to the casino limits. If you are self excluded for a definite period of time, the funds remaining on balance will be paid according to the casino limits only when a period of self exclusion expires."

Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru? Did you specify in your self-exclusion request for how long you wish your account to be closed and clearly stated the reason why? Please understand that if you self-exclude yourself from one casino it doesn’t necessarily means that you are protected on all the other associated websites.

Looking forward to hearing from you.

Best regards,

Petronela

Habe Ihnen eine Email geschrieben. LG

Thank you very much, Dami92, for your reply and forwarded emails. Could you please advise if any of your other accounts have been blocked based on your self-exclusion request submitted with the N1 Casino? 

Nein ich konnte mich überall neu registrieren bestimmt bei 10 Stück und konnte dann normal spielen und einzahlen , dann habe ich mich selbst wieder überall gesperrt weil ich verloren habe, auf Dauer oder längste Zeit die zum Auswahl war. Und dann konnte ich mich weiter bei anderen neu anmelden und wieder spielen.

As I mentioned earlier, if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.

Could you please advise if any of your accounts was reopened after you've self-excluded yourself from a specific casino?

Ich könnte ganz normal ich chat oder Email schrieben dann war mein Konto nach einem Tag oder 7 Tagen wieder offen.

Could you please advise if you've been able to reopen your N1 Casino account after July 20th 2020?

Ich habe garnicht mehr versucht, habe mich bei anderen n1 angemeldet, wie Cookie casino, Bob Casino, spinurai, crazy fox und anderen angemeldet

Could you please forward bank statement or cashier histories showing deposits to other casinos? Thank you very much in advance.

Hallo, guten morgen. Habe Ihnen eine Email geschrieben.

Thank you very much, Dami92, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Vielen Dank, sehr nett von Ihnen. Liebe Grüße

Hi Dami92,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite N1 Casino to the conversation to participate in the resolution of this complaint.

Hello all,

Dear Dami92,

Thank you for reaching out regarding your issue.

We checked your correspondence with our support service. As far as we can see, your account was closed at your request without mentioning gambling problems via N1 live chat support on July 20, 2020, 15:24 (UTC). Further, on April 18, 2021, you contacted our support service and indicated that you have gambling problems. According to the Player Protection Directive of MGA, from the moment you indicated gambling problems, your account is completely closed and you was excluded across the casinos sublicensed under N1 Interactive license. Our agent immediately performed the required procedure. We confirm that your account is permanently closed and will not be re-opened.

Please take into account, if the player puts a self-exclusion limit by himself without mentioning gambling problems, this limit applies only to this casino.

If you have any further questions, don't hesitate to reach out to us here.

Kind regards, 

N1 Casino

Ich habe Ihnen eine Email geschickt, dass ich trotz sperre und Spielsucht in anderen casino von euch einzahlen und spielen konnte, darauf habe ich keine Antwort bekommen und meine andere Konten wurden nicht gesperrt. Entweder möchten Sie sich einigen oder ich werde nächste Woche gerichtliche Schritte einleiten.

Hi all,

Thank you for your replies.

Dear Dami92,

If you just closed your account on the 20th of July 2020 without explicitly saying that you had a gambling problem and if the casino excluded you across the casinos sublicensed under N1 Interactive license after mentioning your gambling problem on the 18th of April 2021, I'm afraid, the casino didn't do anything wrong or unfair. Is there any evidence that would prove otherwise?

Dear Dami92,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.

Hallo, da n1 casino mir nicht mehr antworten und meine Emails nicht beantwortet . Habe ich einen Anwalt eingeschaltet.

Hello all,

Dear Dami92,

We're following up on the above. As has previously been explained, your account has been closed at N1 Casino as per your requests.

Could you please provide an email or chat transcript as evidence that you indicated gambling addiction when requesting to close your account at N1 for the first time on July 20, 2020, 15:24 (UTC) or indicated that you want to be blocked under casinos sublicensed under N1 LTD? We will double-check upon your request. 

Thank you for your understanding and collaboration!

Kind regards,

N1 Casino

Dear Dami92,

Please send the evidence mentioned above to my email address (peter.m@casino.guru), otherwise, I'm afraid, I will have to reject your complaint.

Dear Dami92,

Since you haven't provided any evidence that would support your claims, I'm afraid, I will have to reject your complaint. If you disagree with our decision, I recommend you to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. I wish I could help you more.

Best regards,

Peter