The players complains that casino confiscates his winnings due to a multiple account accusation.
N1 Casino - Player’s winnings have been voided.
Amount: €29,000
N1 Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 years ago
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4 years ago
Translation
Hi there
I received 60 free starburst free spins at casino N1 yesterday morning. These were without Max win labeling.
I won € 135 with the 60 games. The wager was 50x ie around 6500 € with a maximum of 5 € per spin.
I reached this wager and won € 3000. With these 3000 € I put myself up to 32000 € in the course of the day. I also have a screenshot.
N1 has verified me but now they have confiscated all profits with the following EMAIL:
Dear friend,
Sorry, but you have breached our Terms & Conditions since you have an IP duplicate account.
By administration decision, all the winnings were confiscated, bonuses are not available for you anymore.
Thank you for understanding,
N1 Casino Support Team
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I don't have 2 accounts. I don't know why 2 IP addresses could be noted. Yesterday I played almost exclusively from my home wifi and once at the car wash from the LTE.
was played exclusively on cell phones.
I'm afraid the casino doesn't want to pay out because the money was earned from playing for free.
Please help me.
kind regards
Automatic translation:
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4 years ago
Dear Simon,
Thank you for submitting your complaint and I am sorry for your unpleasant situation. I would like to ask you a few questions to fully understand this case. Have you completely passed the casino verification process (KYC)? I am wondering if you are aware that most casinos allow the player to only open one account, which often also means that only one account per IP address and household is allowed. Also, could you forward the communication between you and the casino, especially saying that you breached the casino’s terms, to satrio.y@casino.guru?
I hope I will be able to help you as soon as possibleThank you very much in advance for your reply.
Best regards,
Satrio
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4 years ago
Guten Morgen Satrio und gleich mal herzlichen Dank für die schnelle Antwort
meine Verifizierung ist anstandslos erfolgt.
ich habe ausschließlich ein Konto angemeldet. Es besteht keine Möglichkeit dass mim Haushalt noch eine weitere Person angemeldet ist.
hier mal die Kopien der Chats mit N1
gerne würde ich auch screenshots hochladen aber ich weiß nicht genau wie das funktioniert auf eurer Seite?
Simon
Sun, 02/16/20 7:38 pm
i have no idea what you're talking about. I have an account and I only use it with a cell phone.
I will not accept this because it simply does not correspond to the truth. you simply do not want to make the payment because it is a lot of money. I will defend myself here because your allegations simply do not apply.
Von meinem iPhone gesendet
Jan
Sun, 02/16/20 7:12 pm
Dear Simon,
Let's get the whole case straight.
Our T&C states that "Each player can create only one personal players account per person, household address, email address, telephone number, IP and shared computer."
That means that whenever players account has a duplicate associated through one of the methods stated above, it's considered and is, in fact, a violation of T&C.
Your account reflects multiple duplicates per one of the criteria listed above. That's why funds were confiscated.
Multiple duplicates were found by the automated security system. Keywords here are "multiple" and "automated" - data was gathered without much of a room for an error and the amount of gathered duplicates data gives enough evidence to trust automatically gathered findings and enforce T&C.
Shortly speaking, the security system found a significant amount of evidence(which we do not share with the violator himself) that made the financial team enforce T&C.
We understand your frustration, though, we can't violate our own T&C even further and assist you in this matter.
Please note that we won't be able to maintain prompt further communication on the same matter over and over again.
Hope you understand.
Kind regards
N1 Casino Support Team
Simon
Sun, 02/16/20 4:52 pm
But I have no duplicated Account !!! I play in my home internet only me by my smartphone and 1 hour I go out of my house and then I played Mobile in LTE
Why do you think I have two accounts???
Von meinem iPhone gesendet
Lisa
Sun, 02/16/20 4:47 pm
Dear Friend,
Sorry, but you have breached our Terms & Conditions since you have an IP duplicate account.
Bonuses are not available for such accounts, so you can't get back winnings from the bonus money
Thank you for understanding,
N1 Casino
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4 years ago
Hi Simon,
Thanks for your reply. I have contacted the casino representative regarding this issue and hopefully, they will get back to us soon.
Regards,
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4 years ago
Hello there,
Dear Simon,
By check of your account we figured out more than one accounts have been registered per one IP address. All of them received bonuses what contravenes our general bonus terms and condition that states Only one bonus is awarded per person (e-mail or IP address), unless stated otherwise.
https://www.n1casino.com/terms-and-conditions
With reference to point of our general bonus terms and conditions the win from a bonus has been confiscated.
You can continue playing without bonuses. I apologize for the frustration you've been experiencing with this. If you have any more question, please contact us here.
Dear Casino Guru Complaints Team, let me, please, know if any additional information is required.
Thank you for your understanding and cooperation, as always.
Kind regards,
N1 Casino
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4 years ago
Dear N1 Casino,
Please provide relevant evidence that the player breached the casino's terms and conditions to satrio.y@casino.guru. Thank you in advance.
Best regards,
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4 years ago
Translation
Hello dear N1 Casino and first of all thank you very much for your answer.
I can only assure you again and again that you are wrong with your assumption. I did not make a second registration.
I would be very grateful if you could explain the reasons for your assumption to me.
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4 years ago
Hi Simon,
The casino managed to contact us through email and I am wondering if you ever use any additional software such as VPN or something similar for masking the IP address? Many thanks
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4 years ago
Translation
Hello Satrio thank you for your message.
Unfortunately I don't even know what that means technically? I use my WiFi as normal with my smartphone.
Many greetings
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4 years ago
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Hello Satrio
I just asked what you mean with VPN.
No, I have not used any VPN or other software in this direction.
I have normal wireless internet at home via a router and I used it with the Safari browser on my iPhone. When I was away I used LTE German Telekom.
Many greetings
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4 years ago
Dear Simon,
Apologies for the delay. We have received the evidence from the casino, that there are multiple accounts that have been created with the identical IP address as yours and a couple of those accounts are claiming the same bonuses. But unfortunately, they do not allow us to share this evidence with you, I hope you understand this. Anyhow, we would like to perform another examination to make sure the evidence from them is valid.
By this chance, I would like to ask if you could send me proof that you pass the KYC or verification process (with your documents submitted) in the casino as you mentioned. Also, could you please send me a screenshot of your profile info (especially on the section "active sessions" which shows your IP address there) to my email? Thank you in advance.
Best regards,
Satrio
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4 years ago
Translation
Hello satrio
thank you for the message.
this "evidence" cannot apply because I definitely don't play with multiple accounts.
I will immediately send everything you have requested via email.
Many greetings
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4 years ago
Hi Simon,
Thank you for sending the screenshots to us. We are now still waiting for the explanation from casino representative.
Best regards,
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4 years ago
Translation
Hello Satrio, hello N1,
My internet provider has now confirmed to me that I have a dynamic IP. That means I am regularly assigned new IPs. So it is possible that a previously assigned IP has now received another player from N1 and it looks for N1 as if I have registered 2 accounts under this IP. My IP changes every day and this is confirmed by the provider. Maybe this helps with the decision?
Kind regards to the N1 Casino
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4 years ago
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Hello Satrio - is there any news?
Many greetings
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4 years ago
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Hello Casino Guru - Hello N1
for 2 weeks no answer from the casino.
Do you need further documents?
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4 years ago
Dear Simon,
Thank you for sending us the screenshots. The casino has finally responded to us. They provided us with further evidence and after examining all the key factors also, compared with your evidence, it is clear that your account is unnaturally associated with other accounts. This violation leads to the confiscation of any gained winnings and active bonuses. Simon, we understand your frustration, though, there is nothing much we can do except to reject this complaint.
Best regards,
Satrio
