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Subject: Complaint Regarding Jackpot Winnings Deduction – N1Bet Gold VIP

Dear [Complaints Team],

I am filing a complaint regarding N1Bet Casino. I recently won a $30,156 jackpot while playing with a bonus.

I adhered to the rules and completed my wagering without violation

However, my winnings were reduced to only approx $3,239.09 without clear justification.

I am a Gold VIP member at N1Bet. According to their published Terms & Conditions, Gold VIPs are entitled to withdrawal limits of:

€7,500 per week (~$12,000 AUD)

€30,000 per month (~$48,000 AUD)

Despite this, my winnings were capped at $3,000. When I asked support, they could not point me to any clause in the Bonus Terms & Conditions or the general terms that justifies this deduction. The "Big Wallet 200% Reload" bonus terms state the bonus is cashable and do not specify a maximum win cap.

I am requesting assistance to:

Have N1Bet explain under which specific rule my winnings were reduced.

Ensure that I am paid out in accordance with my Gold VIP limits, or alternatively, recover the full amount of my jackpot win.

I am providing screenshots of my VIP status and the casino’s communications for verification.

Thank you for your assistance in resolving this matter.

Best regards,

C****** G*****

Hello,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with N1 Bet Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Could you please share a link for the bonus in question?
• Have you ever used this reload bonus in the past?
• Have long have you been a player at this casino, please?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hi Katrina

I have confirmed that I have been a player with N1bet since 12 November 2023.

Regards

C***********

Dear Griggsy54,

thank you for your reply.

Could you please forward all communications you have had with this casino regarding this matter to katarina.d@casino.guru? This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hi Katarina

I have forwarded all the communication as requested

Thanks

Kind regards

C*******

Thank you very much, Griggsy54, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thanks Katarina

Hello, Griggsy54!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear N1 Bet Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Thanks Pavel

Hello,

Thank you for raising this case here and giving us the chance to clarify the situation. The matter is connected with the use of a promotional bonus that was provided to the player. This bonus included a maximum win limit, and after the wagering requirements were completed, the system automatically adjusted the balance in line with the terms of that promotion. This adjustment followed the standard procedure applied whenever such conditions are in place.

To ensure full transparency, we have already sent Pavel all the supporting details together with evidence, so the circumstances of this case can be reviewed in detail. We hope this provides a clear understanding of how the situation was handled and the reasoning behind it.

Dear Griggsy54, how have you learnt about the bonus in the first place?

Hi Pavel

I learnt about the bonus as a promo on my dashboard

Dear N1 Bet Casino, I have sent you a response via e-mail some time ago.

Pavel, thank you for following up on this matter. We have shared additional explanations together with supporting materials directly with you by email for review. Please kindly check the details there.

Dear Griggsy54,

the casino has explained to us that:

1. The bonus was advertised to you as an SMS, where maximum win amount was mentioned.
2. Maximum win cap was applied automatically right after the wagering was finished, which is in line with our standards.
3. The e-mail from the support which does not contain maximum win amount was sent to you after you have already received and wagered the bonus, however, in your message you stated that you wanted to check if there is maximum win cap before you play. It points to the fact that most likely you have sent this e-mail to later present it as an evidence and mislead us.

All those points show that the maximum win cap applied by the casino was rightful and correct. Therefore, I must reject your complaint.

I am sorry I could not be more of help.