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Good morning, I was playing at N1 Bet Casino last night. I signed up two days ago.

Playing Gold Coin amusnet triple boost, I won around 385 euros during the bonus session but only 141 were credited to me, 244 euros are missing. I have screenshots and videos of all the steps. The X3 area in the top right was completed and therefore x3 should have been paid but I was only paid X1, the video is very clear and shows everything.... A couple of hours later I was still playing Gold Coin amusnet triple boost, after a win of 78 euros, I ended up with 530 euros in my gaming account and suddenly, my account became only 150 euros. In practice, 380 euros disappeared into thin air which added to the 240 from 2 hours before makes 620 euros. I have videos of all the games. Now I have around 300 euros in my gaming account and it is impossible to withdraw. Every time I withdraw, after half an hour the withdrawal is cancelled. Crazy. I can't upload the videos here. I'll email them to you, okay?

Buongiorno, ieri sera giocavo su N1 bet casino. Mi sono iscritto 2 giorni fa

Giocando a Gold Coin amusnet triple bost , ho vinto Circa 385 euro durante la sessione bonus ma me ne sono state accreditate solo 141 , mancano all'appello 244 euro . Ho screnshot e video di tutti i passaggi. La zona X3 in alto a dx e' stata completata e quindi andava pagata x3 ma mi è stata pagata solo X1 , il video è molto chiaro e dimostra tutto.... Un paio di ore dopo giocavo sempre a Gold Coin amusnet triple bost , dopo una vincita di 78 euro , sono arrivato ad avere 530 euro sul conto gioco e all'improvviso ,il mio conto è diventato di soli 150 euro. In pratica , 380 euro spariti nel nulla che aggiunti ai 240 di 2 ore prima fanno 620euro . Ho i video di tutte le giocate. Adesso sul conto gioco ho circa 300 euro ed impossibile ritirare. Ogni volta che prelevo , dopo mezz ora il prelievo viene annullato. Pazzesco . I video non riesco a caricarli qui Ve li mando via mail ok?

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Did you experience any technical issues or glitches in the game when the problem occurred?
• Can you see the affected game rounds recorded in your gaming history?
• Have you contacted customer support to request assistance regarding the winnings that were not credited to your account?

Please send me the evidence you mentioned to my email at veronika.f@casino.guru.

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

Best regards,

Veronika

Dear Filibertos,

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.

I sent you a lot of emails to Veronika.f@casino.guru Why do you say I didn't send you anything? Are you serious? Or do you want to let the extension expire on purpose?

Vi ho mandato un sacco di mail a Veronika.f@casino.guru . Perché dite che non vi ho inviato nulla ? Siete seri? O volete far scadere appositamente la proroga?

Thank you for your responses.

Please note that it is important to respond directly in the complaint thread, rather than only sending me emails. I receive dozens of emails every day, and it can be difficult to keep track of the communication if a player does not also inform me directly in the complaint thread that they have sent additional information by email. It may happen that the complaint timer expires before I have a chance to review the emails you sent me, as I review the emails I receive gradually, starting with the oldest ones.

That being said, I was unable to access the screen recordings from your Gmail account. Is there any other way you could send these videos to me?

Also, if the winnings are not recorded in your gaming history, we may not be able to assist you with your request, as the gaming history recorded on the casino's server is the evidence we can consider valid and reliable for verifying the winnings.

The recordings are crystal clear....I don't know how you can't watch them.

Le registrazioni sono chiarissime .... Non so come non riusciate a guardarle

But you only resolve cases involving late payments, right? When a player is scammed and the casino doesn't provide you with their gaming history, what do you do?

Ma voi risolvete casi che si occupano solo di ritardi di pagamento giusto? Quando un giocatore viene truffato e il casino' non fmda la possibilità di dare a voi la cronologia di gioco , voi che fate?

Thank you for your responses. I was finally able to open the video you sent me on August 17.

However, the gameplay video does not show exactly how much was credited to your account or whether the game round was successfully recorded in the casino's system.

Can you see the game round and the winnings you believe were not credited to your account anywhere in your gaming history?

Can you see whether the bets you placed during this game round were successfully deducted from your balance, or were the bet amounts not deducted at all?

Have you contacted the casino's customer support in the meantime regarding the allegedly uncredited winnings? If so, what explanation did they provide?