The player from Greece had won 6700€ at N1 Casino, but after he increased the maximum bet following misleading advice from the casino, the winnings were removed from his account. He reported that he had been uninformed about the rules or terms. His complaint had been rejected as he failed to provide additional information regarding the case. The Complaints Team discovered that the player had breached the casino's terms by exceeding the maximum bet limit while using a bonus, which led to the voiding of his winnings. Despite multiple attempts to clarify the situation and the casino's rules, the player maintained his perspective and failed to respond to queries about his communication with the Hellenic Gaming Commission.
N1 Casino - Player's winnings were confiscated.
Amount: €6,700
N1 Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
6 months ago
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8 months ago
Translation
I had won 6700 at the N1 Casino. After winning 6700, I contacted them and they added on a 50 euro bonus to my account. The winnings came on top of these 50 euros. I asked them if it were possible to withdraw these winnings and they misled me into believing that I could. Riding on my negligence, I increased the maximum bet to well above 5 euros. I was not informed of any rules or terms, nor did i receive an email regarding any applied conditions. Needless to say, they took advantage of my ignorance and removed the 6700 from my account. I have informed the EEEP but have not achieved anything yet. Those of you who have also faced fraud at this particular company, please make complaints to close down their website at info@hgc.gov.gr. Send emails to n.koiliadis@gamingcommission.gov.gr. I urge all to mass file complaints, please.
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8 months ago
Hello kleitospaok30,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with N1 Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Do I understand it correctly that your winnings of 6700 were generated from real money balance then later they added the bonus? When was the last time you spoke to the casino and what was it about?
If possible please forward the communication between you and the casino together with your deposit, bonus and betting history to nikolas.b@casino.guru.
Looking forward to your answer.
Regards,
Nick
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8 months ago
Dear kleitospaok30,
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.
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8 months ago
Translation
Everyone please make mass complaints to the eppp To shut down the scammers
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8 months ago
Dear kleitospaok30,
The complaint will be now reopened after locating the e-mails you forwarded. However, some essential information still missing like the betting history and what kind of bonus you used exactly. Can you please forward here the link of the bonus you claimed and the betting history to my e-mail address?
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7 months ago
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Betting history is not available I have an ear, the bonus came from a live chat conversation after I requested a bonus myself some kind of bonus or refund of my lost winnings
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7 months ago
Dear kleitospaok30,
If the casino did not specify any terms in live chat, it means the general terms and conditions apply :https://www.n1casino.gr/bonus-terms-and-conditions meaning that the maximum allowed bet while playing with bonus money is 5€:
Unfortunately, as you did confirm that you bet over that limit, the casino had every right to void your winnings as you breached the casino terms.
Is there anything else we could assist you with?
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7 months ago
Dear kleitospaok30,
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.
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7 months ago
Translation
I did NOT give any confirmation, this is all deception, I never gave confirmation...
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7 months ago
Dear kleitospaok30,
You clearly mentioned in your first post that you did bet above 5€ and now you claim that you did not bet over that limit?
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6 months ago
Dear kleitospaok30,
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.
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6 months ago
Translation
I told you Based on what they said I bet more than Euros... and also I don't remember that this was done also I had no information even from chat that there was a maximum bet I sent you all the proof photos... They misled me
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6 months ago
Dear kleitospaok30,
As you are unable to forward the betting history but it is required to see whether you did bet over the maximum limit or not, your complaint will be now forwarded to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Please keep in mind that as long as you did breach the casino terms, they had right to void your winnings generated from the bonus.
Wish you best luck,
Nick
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6 months ago
Hello kleitospaok30,
I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.
We would like to invite N1 Casino to join the conversation.
Dear N1 Casino,
Can you please provide more information regarding the player's confiscated winnings? Was the player sufficiently informed about the bonus T&Cs when the bonus was credited to them?
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6 months ago
Hi,
The player keeps reaching out to us, and we have provided explanations multiple times.
If the player contacted HGC, they definitely should have received a response from the representative.
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6 months ago
Translation
Good evening, I would like to inform you that all the guru casino link should make complaints to the company. I did not violate the terms and conditions. company not at all reliable or chat after I won the profits it seems clear condition was withdrawal they said it clearly after if this is a mistake or a joke what is it
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6 months ago
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Good evening, I would like to make a complaint to a betting company on random games https://www.n1casino.gr/el/ specifically after I made a deposit of 1000 euros in total the profits were lost, then I asked them to offer me some bonus (loyalty) and they offered me 50 euro time and date 13:00 and date 19-05-2023 With a bet of 2 euros I reached 5900 and then I reached 6700 clearly after I reached the profits I wanted to clarify them and they find excuses that are unfounded In fact not to proceed with my profits and they have delete all my profit I spoke with them and they make unfounded excuses not to pay my profits, they find justifications that there are limits and rules in betting per game 5 euros and as a result they delete all my profits something that does not stand for reasons or conditions and regulations of this company do not specify that it will carry out a violent deletion of the entire capital nor is it at their discretion to carry out a complete deletion of profit I sent you a screenshot of the terms and rules nor did they inform me in an email for yesterday's date 05-19-2023 or time (13:00 and then the winnings came) that there is a bet limit of 5 euros per email when I asked for the proof emails They send me With today's dates To be covered by their scam, and also in the chat 24 hours the 24 term when I asked for a bonus again They did NOT clarify that there is a bet limit, I asked for the entire bet history again They do NOT send it, I also ask for a license For a legal company in the country Again They do NOT show me their headquarters, again they do not specify it I want you to immediately check this company because it is a ghost company In country as they do not have a headquarters in the country
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6 months ago
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I have emailed you all the proofs Mr. Michael I hope you find a solution With these scammers I was as detailed as possible
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6 months ago
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Also In the conversation I talked about if the money is a withdrawal they said YES see screenshot
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6 months ago
Dear kleitospaok30,
I have received all your emails and have reviewed all the evidence you have provided, but I could not find a screenshot or any other evidence where you were informed that you could withdraw your whole winnings. Please resend it or upload it here. Another thing is that the bonus you have received from the casino team appears to be a free money bonus, but I would like the casino team to confirm what bonus was awarded to you on your demand. Anyway, all bonuses fall under the bonus terms and conditions, so although the casino could inform you about any specific conditions, the casino team doesn't have to do that, it should be the player's responsibility to check the bonus T&Cs first.
Dear N1 Casino,
I understand that you might think the situation was explained to the player before, but can you please provide us with more details so that we can assess the complaint? If there is any information that can't be shared publicly, please forward it to me at michal.k@casinio.guru
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6 months ago
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I sent you the screenshots which clearly says it is a download
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6 months ago
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No one informed anywhere that there were terms and rules and nowhere in the terms and rules They do not explicitly state that they are at their disposal to forcefully delete profits... they could return the balance of money in the form of a withdrawal, the profits back and not delete, after all, when I happened to have a bonus again after communicating with them, they suddenly informed me that there were terms and rules, I sent you the conversation that they explicitly state that the money was a withdrawal, so you understand that there was a trick With such a tactic to deceive Me....
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6 months ago
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How to check when there is a bonus in the terms and rules, it is written in the terms and rules (unless otherwise specified) me, I asked for real money cash back or a bonus when it came in I had no information from anyone that there was a maximum bet but when they came about the winnings, I spoke with the 24/7 contact and they told me it is a withdrawal, the money says so clearly, in the photos I sent you again when the bonus was entered from the vip manager, no email came confirming that there are some conditions and rules... but in the second year after the winnings after I continued and after the winnings were deleted suddenly in bonuses after I continue the game when they credit me with a bonus the VIP manager when he puts it in He informs me that there are conditions and rules in the bonus. return at least some amount of money to me as a good mood at least something.... explain to me where it is written in their terms that they have the right to forcibly write off profits... where it is written explicitly and categorically that there are such student terms...
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6 months ago
Good evening,
We have provided the forum representative with additional information for consideration.
We hope for your understanding.
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6 months ago
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All those who have complaints from the company n1 casino in mass complaints For fraud in the epp.
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6 months ago
Dear N1 Casino,
Thank you for your email and for providing evidence.
Dear kleitospaok30,
If I understand correctly you have already submitted a complaint to the Hellenic Gaming Commission (HGC)? How did they decide or respond?
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6 months ago
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I emailed you the screenshot with the messages after chatting with them that the money was a withdrawal, have you seen it? please the whole casino guru group who have received fraud from this particular company to make mass complaints to close it down... so everyone the whole forum to mass complaints
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6 months ago
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The whole forum mass complaints to close the n1casino page here those who are facing scam problem on Siger email n.koiliadis@gamingcommission.gov.gr
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6 months ago
Dear kleitospaok30,
I understand your frustration with the whole situation, but posting unreasonable messages won't help us at all. You, just like anyone else, have the right to express your perspective on the situation. However, it's essential to keep in mind that we expect information to be relevant. Nonetheless, posting unnecessary information often has the opposite effect of what's intended.
With this being said, can you please answer my question? How did the Hellenic Gaming Commission (HGC) respond to you?
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6 months ago
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I have answered you guys, I sent you pictures of the conversation guys 3 times in email that they said the money was a withdrawal.. now what exactly are you doing? what is the purpose of your forum to cover the specific scammers!? make mass complaints, there are so many complaints or a specific company... something is wrong with your forum, are you hiding? and why hide my messages? There is no answer anywhere or n1 casino ... why You do not mention anywhere in the request I sent in the photos By email where I sent you that the money was a withdrawal?
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6 months ago
Dear kleitospaok30,
I have double-checked all the emails and evidence you have provided us and compared it to the evidence we have received from the casino team, and I'm under the impression that your statement is not in alignment with the facts.
You yourself have reached out to live chat and asked them for a bonus.
They have awarded you a bonus, so it is natural that the bonus conditions apply to the bonus as well. There is no need for the support to mention this all the time, only in cases where the specific bonus has some special rules like if only certain games can be played, etc. but you have received information about the max bet as can be seen here...
So at 1:25 pm you asked the live chat this. The live chat did NOT tell you that the balance or winnings are real money, they informed you that once you passed verification you can request a withdrawal.
Then later (what looks like the same day) at 11:34 pm after reviewing your gameplay you were informed about this via Livechat
The violation of bonus terms, specifically by exceeding the maximum bet limit while using an active bonus, occurred when you were playing with the €50 VIP bonus provided by the support team. You had no real money in your balance at that time. Therefore, I cannot dispute the casino team's decision, as they were simply adhering to their established rules.
With this being said, can you please answer my question? How did the Hellenic Gaming Commission (HGC) respond to you?
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6 months ago
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What does the second year have to do with the post-deletion earnings With the pre-deletion earnings that you want to be shared? in the first year after the profits were deleted, it was clearly a withdrawal, they write it in detail, you choose photos and upload what you download? me after the profits came i asked if it was a withdrawal you go to chat after deleting profits
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6 months ago
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The time you uploaded has nothing to do with when the winnings were paid 4 you uploaded I won the winnings 1 and 20 you are scammers 😂😂😂😂
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6 months ago
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It clearly says Re scammers indeed!!!! It's withdrawal when verified! you have a lot of fun
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6 months ago
Dear kleitospaok30,
First of all, the screenshots above were provided by you as evidence to support your complaint, as there is no year mentioned there, I've assumed the screenshots from the livechat provided by you were concerning the funds you claimed could be withdrawn.
We have received evidence from the casino that the livechat agent has NOT told you what you claim.
This is your livechat conversation from 2023-05-19 10:13:14
Player (You): Can I withdraw the money?
Agent: Let me check
Player (You): of course they are, we won't discuss that
Agent: When you will verify your address,card & selfie you can make a request for withdrawal.
Player (You): I am glad to hear that, thank you are the best etc.
The request for withdrawal does not guarantee that the funds will be automatically sent. Before every withdrawal the usual KYC, AML, and gameplay check can/is done, and only after these checks are finished successfully the funds are released from the casino. I believe that your previous statements do not correspond with the facts, and I hope this helps to clarify the situation definitively. I won't engage in further discussion on this matter as I believe it may not be beneficial, given that you seem to focus solely on your perspective, despite both the casino's and our efforts to provide an explanation.
You continue to overlook the crucial fact that the violation of bonus terms, specifically exceeding the maximum bet limit while using the €50 VIP bonus provided by the support team, occurred during your gameplay.
Furthermore, you have not responded to my question regarding the Hellenic Gaming Commission's (HGC) response to your inquiry. Please be aware that if we do not receive a reasonable answer, we may be compelled to reject your complaint, as we have not made any significant progress in resolving this matter.
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6 months ago
Translation
It clearly says that when your account is verified you can make a withdrawal, they don't mention anywhere that I have to make a withdrawal and neither are there bet limits nor that there are terms and rules because quite simply I asked for money in real form nor did the vip manager inform that there are limits bet, I found out later when I wanted to withdraw and I asked again if I can withdraw They told me I have to wager again then they did not inform that there were conditions and maximum bet, but in the second year after they deleted the winnings in demand from me For a second bonus I asked them to send me, suddenly they informed me that there were terms and rules from the vip.manager's email and in the 24 hour chat that there are squealing limits and maximum bet and terms and rules!!! but the winnings and my win when I got them they cheated with a fraudulent tactic to set a trap To find an excuse To not pay do you not see their fraud? How do I know that these regulations exist? Nowhere in the terms and rules do they explicitly say that it is at the company's discretion to delete them after I requested real money from my deposits so called cash back and they also state unless you specify otherwise the bonus I requested is unless you specify otherwise, It was not from a promotion of the first, second, third, deposits nor from a promotion of the week or the Day that you make a deposit, they give you a bonus, the money could give the money back to the pre-cheating back to start the game from the beginning, not to find an excuse that I violated their terms.. you don't see that in your forum that there are other customers with complaints ? what are you doing close your eyes justify this treacherous act of theirs instead of criticizing them? instead of sending the money back to pre-cheating because they don't do it for 5900 and start the chirping from the beginning, how correct is this? By what right did they delete it? I made so many deposits with my own money, I also ask for my money back because they are a fraudulent and insidious company. With their absurd act, ask them why they don't close the matter like this. I have played since that day a large amount. A lot of money. Ask the company. We can't find a solution that will benefit both of them? The sums are large. I have made a deposit there. of my deposits a little, so long my mixed bets and won and lost lost... I may have lost over 10,000 in the deleted
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6 months ago
Dear kleitospaok30,
I'm sorry to say this, but you have not provided truthful information in your last response, and you still seem to focus solely on your perspective, despite both the casino's and our efforts to provide an explanation.
You might have asked the casino team for real money "compensation" for your previous losses, however, the bonus you have received was a bonus in bonus money, NOT real money. Neither the live chat agent nor the VIP manager have mentioned that the bonus is real money, this is solely your assumption. None of the bonuses you have requested under the "threat" that you will not play in the N1 casino anymore if you do not receive a bonus were real money. I'm quite surprised you still keep believing this, although it was always mentioned as a bonus.
I won't engage in further discussion on this matter, as even your last response assured me that it will not be beneficial as you are still focusing solely on your perspective.
Furthermore, you constantly ignore my question regarding the Hellenic Gaming Commission's (HGC) response to your inquiry. Under these circumstances, I am no longer able to pursue this case, and this complaint will now be rejected.
You intentionally continue to overlook the crucial fact that the violation of bonus terms, specifically exceeding the maximum bet limit while using the €50 VIP bonus provided by the support team, occurred during your gameplay. Therefore, I cannot dispute the casino team's decision, as they were simply adhering to their established rules.
I can only recommend that you familiarize yourself with the bonus T&Cs thoroughly before you activate or play with any bonuses, and make sure to follow all the rules to avoid disappointments like this. Sorry, we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino, and we will try our best to help.
Best regards,
Michal
Casino.Guru
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