HomeComplaintsN1 Casino - Player’s deposit is delayed and account access is restricted.

N1 Casino - Player’s deposit is delayed and account access is restricted.

Amount: €50

N1 Casino
Submitted: 07 Dec 2024 | Resolved : 19 Dec 2024
Resolved Our verdict

Case closed

RESOLVED

Case summary

The player from Finland faced issues with a failed €50 deposit using Trustly, as the casino's site did not allow him to proceed with the acceptance of terms. He was unable to log back into his account and had not received his funds after a week, despite multiple contact attempts. The issue was resolved when the funds were credited to his game account after intervention from the Complaints Team. The player expressed concerns about potential future withdrawal issues but appreciated the assistance received. The complaint was marked as 'resolved' by the Complaints Team.

Public
Public
Translation

I deposited €50 directly through Trustly when I went to the casino, and when I started confirming the terms, the site wouldn't let me proceed, and the Accept button didn't work. I couldn't log back into the account because I couldn't provide any other information except for the Trustly login. You can't log in with Trustly unless you're making a deposit; it won't work just for logging in, and it probably wouldn't work even if I made another deposit. The chat support intended to contact the support team to get my money back. They instructed me to create a new gaming account and provide the deposit details I made, stating that the funds would appear in my gaming account after a few hours. But now it's been about a week, and the money hasn't appeared, and they no longer respond to emails. I've been in chat probably three times and sent 2-3 emails, but nothing progresses. I've attached an image of the deposit details.

Automatic translation:
Public
Public

Dear jony90,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with N1 Casino.

I went over the information you provided, please allow me to ask you a few questions, so I can better understand the situation. 

  • Could you please share a screenshot of your transaction history from your newly created account to confirm your 50€ deposit hasn't been credited yet?
  • Do I understand correctly that after unsuccessfully trying to register using the 'pay and play' option you proceeded with the standard registration form in the casino? file

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,

Tomas


Sensitive attachment
Sensitive attachment
Translation

A picture of the wallet and history and the trustly link was where I deposited, pay and play.

Automatic translation:
Public
Public

Thanks for the explanation.

Has the deposit been credited since your last reply?

Please let me know.

Public
Public
Translation

It has not been credited to the game account or bank account.

Automatic translation:
Public
Public

Thank you very much, jony90, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Public
Public

Hello there,

Thank you jony90 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask N1 Casino for their help in resolving this complaint. We would like to know what is the issue with the deposit and what can we do to help the player receive their funds.

Thank you!

Public
Public

Hello,


You were informed that we contacted the finance department to understand the issue. Sadly, you didn't contact us again.

We do not see any issues with logging into your account. The deposit issue is solved. Could you please clarify which problems are still relevant at this time?

Public
Public
Translation

Now the money appears in the game account so the problem is solved. However, I suspect that the problems will continue when withdrawing, for example, after all this, they dare to tease you by asking for account confirmation. I hope they understand the fairness in this matter. Thanks to the guru for handling the matter.

Automatic translation:
Public
Public

Dear jony90,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter

flash-message-reviews
User reviews – Write own casino reviews and share your experience
Forum_alt
Join the discussion on our Forum and meet casino players from all over the world
scamalert_1_alt
Casino Guru employees will never ask for your password or seek access to your casino or bank account.
Follow us on social media – Daily posts, no deposit bonuses, new slots, and more
Subscribe to our newsletter for newest no deposit bonuses, new slots, and other news