N1 Casino - Player’s winnings were cancelled.

Dear Steffen,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Which exact bonus you have redeemed and played? Please forward its name or specific link as I’d like to check promotional terms and conditions. Could you please advise how much was your last active deposit?  If there’s any relevant communication, please forward it to my email address petronela.k@casino.guru. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Liebe Petronela,

ich habe den Mailverkehr zwischen mir und dem Support von N1casino.com, sowie den zugehörigen Link des gespielten Bonus und alle mir vorliegenden, zusätzlichen Infos per Mail an deine Mailadresse gesendet.

Vielen Dank für dein Engagement.

Herzliche Grüße

Steffen ***

Thank you very much Steffen for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Steffen,

I looked at your case and the game history you provided. I believe the problem is not in the round where you bought the extra free spin. If you take a look at the row 306 in the game history, there is a bet of €7,35. This could be the reason why your bonus was cancelled.

Hi Peter,

This was a "double up"-chance after A single win of 7,35€.

It's a button for a head/tail-chance.

It's not a bet in particular.

There is no option to make a bet for 7,35€

This can't be the reason.

Thank you in advance for your help.

Best regards

Steffen

Alright Steffen, I will contact the casino and see what can be done.

We would like to ask the N1 Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Steffen,

I tried to contact the casino repeatedly by email and Skype, but it failed to reply. I’m afraid, there is not much I can do without their cooperation. I recommend you to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint there. It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling the form or how the MGA responded if you can manage to do this on your own (peter.m@casino.guru).

Best regards,

Peter

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Hi,

We see that the player - Steffen - had a lot of exceeded bets during a play with Friday Route Bonus. The winnings were confiscated due to a max bet breach, the player was informed of it and the deposit was returned.

Dear N1 Casino team,

We will need some evidence (player's game history with marked overbets) to support your claims. Please send it to my email address (peter.m@casino.guru).

Hi,

You may find the whole bet history with a bonus right in your email box.

Dear Steffen,

I reviewed the evidence from the casino and your game history suggests that you made quite a lot of overbets while the Friday Route Bonus was active. I requested some additional information from the casino and will keep you informed.

Dear Steffen,

Based on all the evidence provided by the casino, I'm afraid I won't be able to help you. The data suggests that you made lots of overbets (over a hundred) while the bonus was active. If this is the case, there's nothing that can be done.

Since we haven't heard from the player any more and considering the evidence provided by the casino, the player's complaint will be rejected.