The player from Germany has been accused of breaching the bonus T&Cs. We ended up rejecting the complaint because it was not justified.
N1 Casino - Player’s winnings have been confiscated.
Amount: €1,500
N1 Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
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3 years ago
Translation
Hello everybody,
I have the following problem: I made two deposits of 50 euros each on February 17th, 2021 without a bonus game. On February 18th, 2021 I played Majestic Megaway because you can buy free games. I had a stake of 0.40 cents and bought free games for 30 euros which would be deducted directly from my credit. I then won over 1500 euros in the Megaway and tried to pay off. 1 day later after multiple requests to the support why I still had no processing then came later an email was rejected. My account is verified. Ok later I got an email saying I had blown the bonus. I wrote to support how can that be if I hadn't even played with a bonus. They show me the terms and conditions yes great read so far nice for which I played without a bonus. About 1 hour later the next shock had deactivated my account. I wrote to support again. They would have lowered my account from over 2000 euros to 512 euros. You apologize for the inconvenience. I thought they were kidding me now, I played with 0.40 cents not with 5 euros. My account is open again, but the money is gone. They reset everything. Account still make a scrennshot of the rejected payment. And so that you know which games I bought, I've now also taken a screenshot. I really hope you can help me 
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3 years ago
Hello Sa-br-ina21,
Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Before we move forward with this complaint, would you be so kind forward all the relevant communication between you and the casino to kristina.s@casino.guru? We need to gather as much information as possible about your case.
Also, could you please provide more information about your bonus buys? What exactly did you purchase?
Thank you in advance for your reply.
Best regards,
Kristina
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3 years ago
Thank you very much Sa-br-ina21 for your email. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
Additionally, I would like to ask you to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. Your cooperation in this matter is highly appreciated.
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3 years ago
Hi Sabrina,
I looked at your case and emails 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.
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3 years ago
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Hello Peter, I would love to have that solved.
LG sabrina
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3 years ago
Dear Sabrina,
We have investigated your case and found out that you have exceeded the maximum bet while playing with the bonus Premier League: Place 9 February 17, 2021 20:49. Due to that, we had to correct your balance to 512.79 EUR, the amount of the balance before playing with the bonus.
The maximum bet while wagering bonus is 5 EUR/USD, 50 NOK, 7.5 CAD, 400 RUB or 20 PLN. Please note the max. bet limit (5 EUR) includes bets doubling after a game round has been completed and bonus rounds (purchased within the game).
https://www.n1casino.com/terms-and-conditions
We would like to present evidence from the player's gameplay to Casino Guru Team that show the maximum bet breach with using bonus funds.
We look forward to hearing from you.
Kind regards,
N1 Casino
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3 years ago
Translation
Hello N1 I understand this but not I pay in 2x 50 euros. Buy me free spins for 30 euros in the game. I can't skip anything. Then they are not allowed to offer it in the game either. Every casino pays it out. I had played with real money how can you overdraw ???? I added a screenshot. Please explain that to me. 
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3 years ago
Hi all,
Thank you both for your replies.
Dear N1 Casino team,
Please send all relevant evidence to my email address: peter.m@casino.guru.
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3 years ago
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Hello Peter wanted to ask me what came out now?
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3 years ago
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Good morning Peter do you have any feedback for me? Greetings Sabrina
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3 years ago
Hi Sabrina,
Sorry for the late reply. I looked at your game history and it suggests that you did play with a bonus (Premier League) and you made two bets of €20 and €40 in the Legend of Cleopatra game. In both cases, you won some money. If part of your winnings was deducted because of this, it is actually common practice.
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3 years ago
Translation
Hello Peter, thanks for your answer, but I still don't think I had implemented it. You play with your credit and then continue with the bonus. And you saw I was set back to 512 euros. Even if the bonus should have been in use, something that you do not understand then you have to implement it 40 or 45 times that is then done.
best regards
Sabrina
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3 years ago
Hi Sabrina,
I'm afraid I can't help you with this one. The balance went back to €512.79 because of the two bets. I can only recommend you to be more careful a read the bonus terms properly before you start playing. If you are not sure, you can always ask support for help.
Best regards
Peter
