N1 Casino - Player's winnings have been cancelled.

On November 10, 2023, I deposited 20 Euros into N1 Casino.

I received a bonus of 10 Euros and started playing.

At some point in Crazy Time, I bet 40 cents and won x 350.

I continued with another slot machine, Madam Destiny, with a 75-cent wager.

The game paid out 980 Euros.

I went on to play other slot machines with 50 or 75 cents bets.

The 10 Euro bonus was x 70.

When I finished the playthrough, I ended up with 940 Euros.

I withdrew 900 Euros leaving 40 Euros for later play.

Within half an hour, they cancelled my withdrawal as 'abusive', claiming I had a one Euro wager on a game which was not allowed.

This is false. I need your help, please.

Dear apapanikola,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found (here):

General

Regarding the bonuses and promotions, all times and dates are stated in UTC.

Cashback is a bonus unless otherwise specified. Any rules that apply to bonuses in general apply to cashback bonuses as well. The maximum bet in games based on Random Number Generator (slots, table games, etc.) while wagering is 5 EUR. The maximum bet in live games while wagering is 5 EUR. The max. bet limit includes bets doubling after a game round has been completed and bonus rounds (purchased within the game).

Although I'm uncertain about the specific bonus you activated and played, it's important to note that all bonuses mentioned in the terms and conditions come with a maximum bet restriction of €5.

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet.

Please do not hesitate to forward your game history to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear apapanikola,

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.

THANKS IN ADVANCE FOR YOUR INTEREST.

I MAY BET 1 EURO FOR 1 OR 2 FRIES BUT NEVER 5 EUROS

I EARNED THE MONEY ON MADAM DESTINY ME 75 MINUTES=850 ABOUT AND CRAZY TIME ME 60 MINUTES

I HAVE REQUESTED HISTORY AND I AM WAITING

THE DEPOSIT BONUS WAS 50% that is 10 for the 20 I deposited like every Friday

I have checked once again the promotional offers in the casino and this is what I found (here):

• Is this the exact bonus that you activated?

• Have you received your game history from the casino already?

Dear apapanikola,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.