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Hi N1.

I would like to complain about an unforgivable experience.

The thing is that earlier today I deposited 100 euros at N1 Casino, with your Roshtein bonus which reads:

200% bonus deposit and 40x wager.

I'm starting to play at the Live Casino game Crazy time and I've been lucky. After 1.5-2 hours of play, with an average bet of 30-40 euros, I am now at 1,256 euros and I can see that the wager bar has come to an end.

When I initially pay to pay, it says I need to verify my phone number. For some reason I never receive this SMS (after resending it 3-4 times).

That's why I contact Live Support.

I ask about this with SMS verification, which they really just ignore.

Then I am promised that everything is as it should be and I will probably get my payout. Exactly "Your withdrawal is being processed".

A few hours later, I log in to my account again.

Initially, I am under I have 100 euros in my balance sheet. As a result, of course, I immediately go in and see my pending withdrawal, and can see that this one has been rejected. I now only have 100 Euro in my account, and not 1,256.

As a result, of course, I contact Live Support.

They tell me right away that my max bet has been exceeded, and point me to a page where I can see that the max wager amount reads at 5 euros / dollars. (So how much are they in the other currencies ??)

Fair enough, I have not complied with the bonus requirements and it is my own fault. What is not right is that:

1) At no time am I notified / warned that I will now exceed / have exceeded the max limit. (I did this in my very first bet)

2) I sat live, pretty much after every bet, and checked how far I had come against my wager ammount. Also, at this point in time it was not stated that my bonus was no longer valid.

3) Does the fact that I played for 1.5-2 hours mean that I played with "fake" money? After all, it could not matter how much I won, or lost per bet from here, since it was obviously never money I could make.

4) After "winning" the € 1,256, I talk to the Live Support which in no way indicates that I will not get the amount mentioned. On the contrary, I am promised that I will probably get the money paid, I just have to be patient.

Letting a user believe they've won, as well as promising them that they'll get their winnings paid off, and then taking away all the winnings, doesn't sound like a legitimate way to run a casino in my book.

I look forward to hearing from you and hope not least that you do the right thing in this situation and pay the promised amount.

Sincerely. A Tilted Player

Hej N1.

Jeg vil gerne klage over en utilgivelig oplevelse.

Sagen er den, at jeg tidligere i dag indbetalte 100 euro på N1 Casino, med jeres Roshtein bonus som lyder på:

200% bonus deposit og 40x wager.

Jeg begynder at spiller på Live Casino spillet Crazy time, og jeg har heldet med mig. Efter 1.5-2 timers spil, med en gennemsnitlig indsats på 30-40 euro, er jeg nu på 1.256 euro, og jeg kan se at wager baren er nået til ende.

Da jeg i første omgang går ind for at udbetale, står der jeg skal verificerer mit telefonnummer. Af den ene eller anden årsag modtager jeg aldrig denne SMS (efter at have gensendt den 3-4 gange).

Derfor kontakter jeg Live Supporten.

Jeg spørger ind til det her med SMS-verifikation, som vedkommende egentlig blot ignorerer.

Derefter bliver jeg lovet at alt er som det skal være, og jeg nok skal få min udbetaling. Helt præcist "Your withdrawal is being processed".

Nogle timer efter logger jeg ind på min konto igen.

Jeg under mig i første omgang over jeg har 100 euro i min balance. Som følge af dette går jeg selvfølgelig straks ind og ser min pending withdrawal, og kan se at denne er blevet afslået. Jeg har nu kun 100 Euro på min konto, og ikke 1.256.

Som følge af dette kontakter jeg selvfølgelig Live supporten.

De fortæller mig med det samme, at mit max bet er overskredet, og henviser mig til en side, hvor jeg kan se at max wager amount lyder på 5 euro / dollars. (Så hvor meget er de i de andre valutaer??)

Fair nok, jeg har ikke overholdt bonuskravene, og det er min egen skyld. Hvad ikke er i orden er at:

1) Jeg bliver på intet tidspunkt gjort opmærksom på / advaret om at jeg nu vil overskride / har overskredet max grænsen. (Dette har jeg jo så gjort i mit aller første bet)

2) Jeg sad live, stort set efter hvert bet, og tjekkede hvor langt jeg var kommet ift. min wager ammount. Herinde stod der heller ikke på NOGET tidspunkt, at min bonus ikke var gyldig mere.

3) Det faktum at jeg spillede i 1.5-2 timer, betyder jo så at jeg har spillet med "falske" penge? Det kunne jo i sidste ende være lige meget hvor meget jeg vandt, eller tabte pr bet herfra, da det åbenbart aldrig var penge jeg kunne få ud.

4) Efter at have "vundet" de 1.256 euro, snakker jeg med Live supporten som på ingen måde giver udtryk for, at jeg ikke vil få det omtalte beløb udbetalt. Tvært imod, bliver jeg lovet at jeg nok skal få pengene udbetalt, jeg skal bare være tålmodig.

At lade en bruger tro de har vundet, samt love dem at de får deres gevinst udbetalt, og dernæst fratage hele gevinsten, lyder i min bog ikke som en legitim måde at køre et casino på.

Jeg ser frem til at høre fra jer, og håber ikke mindst at I gør det eneste rigtige i denne situation, og udbetaler det lovede beløb.

Mvh. En Tilted Spiller

Dear TiltedSpiller,

Thank you very much submitting your complaint. I’m sorry to hear about your problem. I have checked the T&Cs (https://www.n1casino.com/terms-and-conditions), section General Bonus Terms and Conditions and this is what I found:

"The maximum bet with an active bonus is 5 EURO/USD, 50 NOK, 300 RUB, 7 CAD. Max bet limit (5 EUR) includes bets doubling after a game round has been completed, bonus rounds (purchased within the game). To get any deposit bonus credited to your account, you need a deposit of at least 20 EUR amount in equivalent. To use the free spins, you need to visit your client area, open the "Bonuses" tab and activate the ones you need. They will then become available for the corresponding slot."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

Sadly, there is not much I can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. Please do not hesitate to contact me if there is anything else, I could do for you in this matter. Thank you for your understanding.

Best regards,

Kristina

Hi Kristina.

As mentioned above, I am well aware at present that I have violated T&C.

But you must be able to see the casino does not act in good faith then:

1) If as a player I "ruin" my bonus, continue playing and then lose it all, I will venture and claim that I will not get the 100 euros back. Of these, the rules on the bonus apply only to their benefit.

2) The fact is that I exceeded the terms of the bonus in my first bet (see attached image) and therefore lost my 100 euro bonus instantly. I must mean that during the hour I played, I played with raw balance. Since I never got below 100 euros (my original deposit), that must mean I won 1,256 euros, minus the 100 euros I got in the deposit bonus, right? (I have photos and video footage of my entire gaming history).

3) Unfortunately, the casino is showing signs of fake marketing. I used Roshtein's deposit bonus which says you get 200% deposit bonus (see attached pictures). With deposit I only got 100% bonus on top - I didn't notice this at the first deposit as I was looking forward to getting started. When I read the casino's T&C it says: "The maximum bonus is 100% of the deposit amount". So the casino advertises with you can get a 200% deposit bonus, while their T&C says you can get MAX 100%. This is false marketing and misleading (and I only got 100%).

With the above, I do not see how to say that the casino has acted in good faith and that I am not entitled to the said amount.

Sincerely. Oliver

Hej Kristina.

Som nævnt ovenstående er jeg på nuværende tidspunkt godt klar over, at jeg har overtrådt T&C.

Men du må kunne se Kasinoet ikke handler i god tro da:

1) Hvis jeg som spiller "ødelægger" min bonus, spiller videre og derefter taber det hele, vil jeg vove og påstå at jeg ikke får de 100 euro tilbage. Heraf gælder reglerne om bonussen kun til deres fordel.

2) Faktum er, at jeg overskred betingelserne for bonussen i mit første bet (se vedhæftet billede), og mistede derfor min 100 euro bonus øjeblikkeligt. Det må jeg betyde at jeg i den time jeg spillede, har spillet med raw balance. I og med jeg aldrig kom under 100 euro (mit originale indskud), må det vel betyde jeg har vundet 1.256 euro, minus de 100 euro jeg fik i indskudsbonus, korrekt? (Jeg har billeder og videooptagelse af hele min spillehistorik).

3) Kasinoet udviser desværre tegn på falsk marketing. Jeg brugte Roshteins deposit bonus, hvor der står at man får 200% indbetalingsbonus (se vedhæftede billeder). Ved indbetaling fik jeg kun 100% bonus oveni - dette lagde jeg ikke mærke til ved første indskud, da jeg havde glædet mig til at komme i gang. Når jeg så læser kasinoets T&C står der: "The maximum bonus is 100% of the deposit amount". Så kasinoet reklamerer med man kan få 200% deposit bonus, mens deres T&C siger man MAX kan få 100%. Dette er falsk marketing og misvisende (I og med jeg kun fik 100%).

Med det ovenstående kan jeg ikke se hvordan man kan sige, at kasinoet har handlet i god tro, og at jeg ikke har ret til det nævnte beløb.

Mvh. Oliver

Hello TiltedSpiller,

First of all, I would like to emphasize, that a bonus is something like a gift from the casino, and by accepting it you automatically agree to the rules attached in doing so.

If you redeem a deposit bonus, you have to exhaust the whole balance (bonus and deposit). The bonus doesn't disappear by placing bets in the amount of this bonus (or by exceeding a maximum allowed bet), and the maximum bet applies also for the amount of deposit, if you claimed the bonus with it.

Regarding the fake marketing accusations - I checked the screenshot of the offer and it says 200% up to 100€. This 100€ is the maximum amount of bonus you can receive. Even if you deposit more than 100€, you will always receive only 100€ and not more.

Unfortunately, if you breached the maximum bet, there is nothing we can do for you. Again, I can only recommend you, to be more careful next time and read thoroughly the General and Bonus T&Cs, to avoid situations like this in the future. Additionally, I would recommend you checking out our articles about bonuses here:

https://casino.guru/casino-bonuses

https://casino.guru/casino-bonuses-deposit-bonuses

Hi Kristina.

Unfortunately, I'm afraid we're not at the same wavelength ...

"The bonus does not disappear by placing bets in the size of this bonus (or by exceeding a maximum allowable bet) and the maximum bet also applies to the deposit amount if you claimed the bonus with it."

After all, it is decidedly incorrect.

That's what the casino told me, and that's why they "let me keep my 100 euros in deposit". So it must be understood that my 100 euro deposit does not belong to the bonus once it has been canceled.

As for the above deposit bonus. If a page advertises that you get a 200% bonus up to 100 euros, everyone will understand that you can deposit 100 euros and get 300 euros to play with, UNLESS it says otherwise - which does not .

Again, I do not see how you / the casino should be able to argue against the above.

I hope you / you can see that the casino has not traded / traded with pure flour in the bag - this may be an expert I have talked to at least, and he / she also does not believe the casino's approach to my case seems legitimate.

So I hope you can help (maybe grab the casino if possible) before I even have to go ahead with it.

Thank you for your understanding.

Sincerely. Oliver

Hej Kristina.

Jeg er desværre bange for vi ikke er på helt samme bølgelængde...

"Bonusen forsvinder ikke ved at placere indsatser i størrelsen af denne bonus (eller ved at overskride en maksimalt tilladt indsats) og den maksimale indsats gælder også for indbetalingsbeløbet, hvis du hævdede bonusen med det."

Det er jo decideret ukorrekt.

Det er ordret hvad kasinoet har fortalt mig, og vel derfor de har "ladet mig beholde mine 100 euro i indbetaling". Så der må det jo forstås, at min 100 euro indbetaling, ikke hører ind under bonussen, når den er blevet annulleret.

Hvad angår den ovennævnte deposit bonus. Hvis en side reklamerer med, at man man få 200% i bonus op til 100 euro, vil ALLE forstå det som, at man kan indbetale 100 euro, og få 300 euro at spille med, MED MINDRE der står andet - hvilket der ikke gør.

Jeg kan igen ikke se hvordan du/kasinoet skal kunne argumentere imod ovenstående.

Jeg håber du/I kan se, at kasinoet ikke har handlet/handler med rent mel i posen - det kan en sagkyndig jeg har snakket med i hvert fald, og vedkommende mener heller ikke kasinoets tilgang til min sag virker legitimt.

Jeg håber derfor at I kan hjælpe (måske hive fat i kasinoet hvis muligt), før jeg selv kan blive nødt til at gå videre med det.

Tak for din/jeres forståelse.

Mvh. Oliver

TiltedSpiller, we can ask the N1 Casino to join us in this conversation.

N1 Casino, would you be so kind and share your opinion on this situation with us?

Hi Kristina,

Thank you for trying to get hold of N1.

I hope this means you can see I have a point / case.

Sincerely. Oliver

Hej Kristina,

Tak fordi du prøver at få fat i N1.

Jeg håber dette betyder, at du godt kan se jeg har en pointe/sag.

Mvh. Oliver

Hello there, 

Casino Guru Team, thank you for informing the casino part. 

Dear Oliver, 

I'm sorry to hear you had a negative experience but we found out that you have exceeded the maximum bet of 5 EUR while playing with the bonus. Sorry, but due to that, we had to correct your balance to the deposit amount. We kindly ask you to observe our Bonus Terms & Conditions and be more attentive next time.

In addition, our security system has flagged your account as a duplicate.

It means that more than one account created\used with the same IP address, device or browser. Due to that, we would like to ask you to provide any explanation about that.

Thanks.

Hi Maryna / N1.

Understand, I have now read T&C and am very clear on what it says.

I would like to ask you to actually read what I am asking questions, and then provide full answers to my questions - it is nowhere in T&C.

I have marked the questions with points so it should be easy to answer.

As for this duplicate account, I fortunately have a good explanation. When I set up my account and had to deposit for the first time, I was not allowed to use Roshtein's deposit bonus, no matter what I tried. It seemed like the website had cached the data so I couldn't use his bonus. From that I made a new user where I could happily use it (that the bonus then does not give what it promises is another matter). I never made a deposit on the first user and I can therefore say with good conscience that you may close it.

I'm looking forward to hearing from you.

Sincerely. Oliver

Hej Maryna/N1.

Forstå mig ret, jeg har nu læst T&C, og er udmærket godt klar over hvad der står.

Jeg vil gerne bede dig/jer om rent faktisk at læse hvad jeg stiller spørgsmål tegn til og derefter komme med fyldestgørende svar på mine spørgsmål - det står nemlig ingen steder i T&C.

Jeg har markeret spørgsmålene med punkter, så det burde være nemt at svare på.

Hvad angår denne duplikant konto, har jeg heldigvis en god forklaring på. Da jeg oprettede min konto, og skulle indbetale første gang, kunne jeg ikke få lov til at bruge Roshteins deposit bonus, lige meget hvad jeg prøvede. Det virkede som om at hjemmesiden havde cachet dataen således, at jeg ikke kunne bruge hans bonus. Deraf lavede jeg en ny bruger, hvor jeg heldigvis godt kunne bruge den (at bonussen så ikke giver hvad den lover, er en anden sag). Jeg lavede aldrig en indbetaling på den første bruger, og jeg kan derfor med god samvittighed sige, at I gerne må lukke den.

Jeg ser frem til at høre fra jer.

Mvh. Oliver

Dear N1 Casino,

We would like to hear your opinion about this situation.

Hi Kristina.

Given N1 does not bother to answer, and does not want to handle the case myself, then who should I reach out to?

Sincerely. Oliver.

Hej Kristina.

Givet N1 ikke gider svare, og ikke selv vil håndtere sagen, hvem skal jeg så hive fat i?

Mvh. Oliver.

Dear TiltedSpiller,

Despite the fact the casino stopped responding, we believe that N1 proceeded correctly. You breached the General T&Cs, not only by placing bets higher than allowed but also by admitting creating multiple accounts to receive a bonus. This is in the T&Cs:

"Each player can create only one personal players account per person, household address, email address, telephone number, IP and shared computer. Creating multiple user accounts by a player will lead to termination of the accounts and confiscation of any gained winnings and active bonuses. The player should register personally. The player shall not provide access to his user account or allow using the Website to any third party including but not limited to minors."

Unfortunately, in this case there is nothing we can do for you. I can only recommend you reading carefully the General and Bonus T&Cs and, please, DO NOT create multiple accounts to activate bonuses. This will most likely lead to closing your account (and confiscating winnings) in most casinos.

After gathering all the necessary information we are forced to reject this complaint as unjustified. 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.