N1 Casino - Player's funds were confiscated.

I deposited 60 EUR and played. I obtained some bonuses and played. I won 500 EUR in lightning dice. I requested two withdrawals. 83 EUR, and 572 EUR of my winnings. Casino instead of contacting me, froze my funds and reduced my balance to 0 EUR and stated I had violated T&Cs by "betting over 5 EUR per bonus bet", which I was never informed of and the casino had no software to enforce this restriction.

Casino did not warn me, and did not allow me to speak to a manager. Casino is now also withholding my original deposit, which is separate. I repeatedly requested to speak with a manager and they refused. They also changed their explanation multiple times. I spoke with a Peter and a Carl separately by customer support. N1 Casino has effectively stolen the amount of 655 EUR. 

When I notified them that withholding my deposited amount constitutes theft, they got nervous and decided to release 30 EUR. I am still waiting for that amount. I notified them I had called Danish Police about this incident, to which they ignored my request to speak with a manager.

I have requested a manager and their gambling license, which was ignored and later told I could not speak with.

Dear chrisjorg,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I found this:

"The maximum bet while wagering is 5 EUR or equivalent (5 USD, 50 NOK, 7.5 CAD, 400 RUB, 20 PLN). 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 https://casino.guru/fair-gambling-codex-for-casinos#max-bets:

"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."

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 tomas@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,

Tomas

Dear chrisjorg,

We do not tolerate repetitive violations, especially when it comes to repeated exceeding the maximum bet limit.

As outlined in our terms and bonus conditions, the maximum bet allowed is 5 EUR.

We also may include this information in our bonus notifications to ensure that all our players are aware of this limit and can comply with it.

We appreciate your understanding and cooperation.

Dear N1:

What you claim is a violation is a theft of my deposit. Return my deposit, all of it! You released 30 EUR after I made it clear this was now a Police matter. Police are now investigating. It would be best if you release my full deposit which you have stolen.

People: DO NOT USE N1 THEY WILL STEAL YOUR FUNDS.

Mod: Yes, you have unfairly characterized my case.

Thanks for the reply to both parties.

Dear chrisjorg,

I am afraid I don't understand your comment about unfairly characterizing the case.

Does the 83 Eur of the confiscated balance come from gameplay achieved purely from your real money deposit?

Would you be able to share your conversation with the casino representatives, so we may understand the casino's reasoning better in this situation? Please send it to my email tomas@casino.guru

I'll await your reply.

Dear chrisjorg,

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.