The player from Germany has been blocked without further explanation. The casino responded and explained that the player's account had been reopened, but that the bonus winnings had been confiscated due to consistent breach of the max bet rule. The player stated that they did not approve of the handling of the bonus rules, but stated that they considered the matter to be resolved.
N1 Casino - Player's account has been blocked.
Amount: €310
N1 Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello,
Unfortunately, my account was blocked without receiving any feedback. In addition, a payout of 310.00 euros is open.
- I deposited €80 with the 1st deposit bonus.
- I've successfully verified myself and after meeting the wagering requirements, I've requested a withdrawal of 310 euros .
- On the same day I deposited 100 euros with the 2nd deposit bonus, which I lost shortly afterwards.
- When I tried to make the 3rd deposit, I couldn't log in anymore.
- Chat support wanted to pass my request on to a specialist who was supposed to reply to me via email.
- I have not received any response, not even to my request via the contact form
I ask for payment of the 310 euros and unblocking of my account.
Thanks
Automatic translation:
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1 year ago
Dear joergschuirmann,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please clarify when exactly you created your account? Also, which games you focused on while wagering the bonus?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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1 year ago
Translation
Hello Kirstina,
thank you for taking care of the problem.
- I registered on 02/26/2023 and deposited 80 euros with the 1st deposit bonus.
- I successfully verified myself via hooyu on February 27th, 2023.
- I mostly played pragmatic games like Gates of Olympus
- After fulfilling the wagering requirements on 02/27/2023, I requested a payout of 310 euros.
- Since I didn't expect any problems, I deposited 100 euros with the 2nd deposit bonus on February 27th, 2023, which I quickly lost.
- When I wanted to make my 3rd deposit on 02/27/2023, I could no longer log in.
- I contacted chat support who wanted to escalate the issue, but I haven't received any feedback since then or found out why my account is suspended.
- I did not receive the payout of 310 euros.
Greetings Jörg
Automatic translation:
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1 year ago
Thank you very much, joergschuirmann, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 year ago
Hello joergschuirmann,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite N1 Casino to join the conversation and participate in the resolution of this complaint.
Dear N1 Casino,
Can you please explain the reason for the player's account having been blocked?
Kind regards,
Adam
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1 year ago
Hello!
We deeply apologize for the closure, your account is back in active status.
Due to consistent max bet breach while playing with a bonus, we have been forced to confiscate your winnings and keep your deposit in accordance with our terms and conditions.
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1 year ago
Translation
Hello,
Thank you for the feedback.
Also, if bonus rules are breached, it would be expected to be notified and not simply have the account deactivated.
In addition, it would be more customer-friendly to block excessive bets that violate the bonus rules, as is common in other casinos.
Thanks to Casinoguru without whom I have not received any response to my inquiries.
Automatic translation:
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1 year ago
Hello joergschuirmann,
Can you please clarify if you agree with the casino's feedback regarding the breach of the bonus terms and if you consider the matter to be resolved?
Kind regards,
Adam
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1 year ago
Dear joergschuirmann,
Please respond and let us know if you consider this matter to be resolved. I will extend the timer for 7 days. Please be aware that if we do not hear from you within the specified timeframe, this complaint will be rejected.
Kind regards,
Adam
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1 year ago
Translation
Hello Adam,
I find the handling of the bonus rules very customer-unfriendly, but since my account was unlocked again, the matter can be considered resolved.
Greetings Jörg
Automatic translation:
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1 year ago
Dear joergschuirmann,
Thank you for your comments.
We agree that the maximum bet rules should ideally be technologically enforced, as per our Fair Gambling Codex: https://casino.guru/fair-gambling-codex-for-casinos#max-bets.
As you have stated that you consider the matter closed, we will close this case as 'resolved'.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Adam
