The player's winnings were confiscated because the player opened and played on a new account created after their first account was self-excluded. The issue was successfully resolved as the casino returned the player's deposits made after their self-exclusion.
N1 Casino - The player's account got closed.
Amount: €9,360
N1 Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I deposited €2750. They only returned the deposits I made after a lot of trouble. I won 9360€, that is 7800 net after they removed the tax, I made a withdrawal and the casino closed my account. The official excuse for betting was that I once had an account that had a lifetime ban on it. While in the fine print in the betting terms and conditions it is forbidden to have 2 active accounts. I only had one active account and fully identified. I have already filed a complaint with the EEEP and I have also contacted a lawyer. Do not play at n1 casino. It is a fraud and they confiscated my profits and did not return the tax they withheld to the government. Real scam. The only honest provider is pamestoixima.gr. I have won an amount of 25 thousand euros and in two days they deposited it in my bank account. I repeat, do not play at N1 Casino, they are scammers.
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1 year ago
Hello chapnorris3,
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? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about? Did they provide any proof of account multiplicity?
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
Hello my account has been active and fully authenticated for the past 7 months. The casino did not provide me with information about the second account which was already deactivated and closed in this state of blocking for the last 12 months. The policy of the casino is not to have 2 active accounts at the same time. I only had one active account. I expect an answer and from the EEEP after Easter. I have taken legal action and already a court order will be sent to the N1casino company anyway, I would just like to report the problem with the casino on your site, in my opinion it is the most reliable site there is
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1 year ago
Hello chapnorris3,
Is it possible to forward the communication between you and the casino regarding this case to nikolas.b@casino.guru?
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1 year ago
Hello chapnorris3,
I still did not receive the communication between you and the casino. Can you please forward it to nikolas.b@casino.guru?
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1 year ago
Translation
I have already forwarded to you my communication between me and N1 casino at nikolas email. b@casino.guru
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1 year ago
Hello chapnorris3,
Is it true that you have 2 accounts in the casino (no matter if closed or not)? If yes, why was your first account banned?
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1 year ago
Translation
The first account was permanently blocked at my request.
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1 year ago
Hello!
We would like to clarify and convey our point of view.
On his first account, the player set an SE limit, which restricts his gaming activity. As a result, the second account created was closed and the deposit amount was refunded.
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1 year ago
Translation
My second account was created several months ago. I had deposited money in the past but as long as I never won any money N1 Casino had no problem. But when I won a respectable amount of money then they closed my account. The deposits of €2750 were returned.
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1 year ago
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I also want to clarify that my first account was permanently blocked. My second account was identified for several months in which I had played some money. But I hadn't won any amount so I could withdraw. So N1 Casino while I was losing money had no problem until I won once and they decided to close my account. I have also emailed you the decision of the EEEP and I will move extrajudicially towards N1 casino. It is a legal issue.
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1 year ago
Hello chapnorris3,
Is it possible to tell the exact date of the registration and the verification of your second account? If yes, please send a proof to nikolas.b@casino.guru.
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1 year ago
Translation
Sorry, but I don't have any information. Because I created my second account 7 months ago. You can request information that N1 Casino has. Also from what I see N1 Casino has not responded with data. Neither at EEEP nor at guru Casino.
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1 year ago
Thank you chapnorris3 for all the information so far. As the casino claims that the deposit was refunded but you claim the opposite, your complaint will be now forwarded to my colleague Peter (peter.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 year ago
Translation
Good evening, my deposit of €2750 has been returned but the amount I won has been confiscated. They closed my account
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1 year ago
Hi chapnorris3,
I'm glad to hear that you got your deposits back. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with any other casino in the future.
Best regards,
Peter
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1 year ago
We’ve reopened this complaint at the request of chapnorris3. We received the following message from the player:
"The casino took my profits of 9,360 euros and closed my account. But after a period of 1.5 months passed and the matter was forgotten. The casino decided to reopen my account and offer me a 250 euro bonus to play again. By what logic was this done? I am waiting for an official answer from n1 casino please. When the 9360 euros is deposited to me then I would be very happy to play at your casino again. Crooks."
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1 year ago
Dear chapnorris3,
I'd like to remind you that you will not get back your full winnings, you were only eligible for the deposits you made after the self-exclusion was activated. I will contact the casino and try to find out why your account was reopened.
Dear N1 casino team,
Could you please explain why the player's account was reopened despite the fact that they were self-excluded and even offered a bonus?
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1 year ago
Hello,
The player has two accounts: one was opened on May 23, 2022, at 20:58 (SE limit was set on May 25, 2022, at 03:46:33, for one year), and the duplicate account was created on August 26, 2022, at 22:18 (where the deposits were refunded due to the player already having an account, which also had SE limit).
The limit was lifted on the original account (the old one) because its expiration date had passed.
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1 year ago
Translation
Good evening, I had blocked my account for a while. And you after one year activated the account yourself. Something that is prohibited by the EEEP. In order to activate a self-excluded account the player must make a special request to consider the claim that he does not suffer from gaming and gambling addiction. And if the application is approved by the online casino then you activate the account. I never requested to activate my account. While you activated it against my will and gave me a 250eurw bonus so that I could play again at your casino and lose another 550euros.
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1 year ago
Hi all,
Thank you for your replies.
Dear N1 casino team,
When the player self-excluded himself in May 2022, did he state the reason for self-exclusion (gambling addiction)?
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1 year ago
Translation
From the moment I did this I got banned because you re-opened my account. The wish was to close my account forever and the casino after a year opened the account.
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1 year ago
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I found the relevant email where it is definitively banned for one year as n1 casino says. Also, the account after one year will not be automatically activated, writes the email. But N1 casino decided by itself to activate my account.
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1 year ago
Let's clarify the situation:
On May 23, 2022, at 20:58, you created an initial account using the email cha******@gmail.com, where you set the SE limit without any request to us.
Using the email thanos******@hotmail.com, you created another account several months later, where you requested an indefinite suspension. On this account, your deposits were refunded.
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1 year ago
Hello,
The player was contacted via email to discuss the details of a refund.
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1 year ago
Hi all,
Thank you for your replies.
Dear chapnorris3,
Please keep me updated.
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1 year ago
Translation
The amount of €550 was returned to my account today. Regarding my confiscated profits of 9360 euros, I consider the casino's behavior towards me unfair. Thanks.
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1 year ago
Hi chapnorris3,
I'm glad to hear that you got your deposits back. As stated above, you were only eligible for the deposits you made after the self-exclusion was activated. I strongly suggest visiting a website like e.g. https://www.begambleaware.org/ where they could help you with your gambling problem. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center.
Best regards,
Peter
