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I am submitting this complaint regarding the confiscation of my winnings by N1 Bet Casino and I am requesting a full and factual review of how the bonus terms were applied in my specific case.

I deposited 80 EUR and activated a 100% reload bonus. Before starting to play, I carefully reviewed the bonus terms and conditions, specifically to ensure compliance with the maximum bet rule. During gameplay, I repeatedly checked the bonus progress and conditions

While wagering the bonus, I played slot games provided by Pragmatic Play and used the in-game "buy feature" option to purchase bonus rounds. These bonus rounds were counted toward wagering, and there was no explicit prohibition, warning, or restriction stating that purchasing bonus features was not allowed or that it would constitute a violation of the maximum bet rule.

The minimum available bonus feature purchase in the game was significantly higher than the stated maximum bet limit, yet the casino system allowed these purchases without any warning, restriction, or automatic prevention. At no point during gameplay was I informed that my actions could lead to confiscation of winnings.

I played for several hours using the same gameplay pattern. The casino system permitted all actions in real time, allowed the bonus wagering to continue, and allowed my balance to increase normally. Only after gameplay was completed did the casino confiscate a substantial portion of my balance, claiming a violation of the maximum bet rule.

The casino did not cancel the bonus at the time of the alleged violation, did not restrict my account, and did not block the use of bonus feature purchases. Instead, the decision was applied retroactively after the winnings had already been accumulated.

Furthermore, the casino has not provided concrete and individualized evidence showing:

- which specific bets were considered violations,

- how a bonus feature purchase was technically calculated as a "bet" under the bonus terms,

- which version of the bonus terms was applied at the time of gameplay,

- or how the confiscated amount was calculated in a transparent and verifiable manner.

In my view, this represents an unclear application of bonus terms, a lack of real-time enforcement, and a retroactive and disproportionate sanction. If the gameplay truly violated the terms, the bonus should have been cancelled immediately at the first occurrence, not hours later after allowing continued play.

I am not disputing the existence of bonus rules. I am disputing the way they were applied in this case, without warning, without prevention, and without clear proof.

I respectfully request that this case be reviewed on its merits, including:

- clarification of how the bonus terms define bonus feature purchases,

- verification of whether adequate warnings or safeguards were in place,

- and a clear justification supported by evidence for the confiscation decision.

I am willing to provide all supporting evidence, screenshots, and correspondence upon request.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

Our position on the maximum bet breach is closely explained in the Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link or a screenshot of the specific bonus that you redeemed and played. My email address is tomas@casino.guru. You should be able to request your game history from the casino support in Excel (.csv) format.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Tomas

Hello Tomas,

Thank you for your response.

After multiple requests, N1 Casino provided me with a game history export covering my entire account activity from 2019 until present. The casino did not provide a filtered or session-specific report related only to the disputed bonus.

Unfortunately, the file is very large and I am currently accessing it only on a mobile device. Due to technical limitations, I am unable to upload this full export or send it by email, as the process consistently fails.

For this reason, I am responding directly here on Casino Guru.

I would like to emphasize that the casino has not identified any specific bet, timestamp, or game action from this history that would clearly demonstrate a violation of the 5 EUR maximum bet rule during bonus wagering.

To support my position, I am attaching:

– a screenshot showing that after the investigation the casino left 2,000 EUR in my balance, which indicates an inconsistent or selective application of the alleged violation;

– a screenshot showing the bonus was active and wagering was in progress, with no system warning, restriction, or automatic limitation at the time of gameplay.

These screenshots are provided to demonstrate that the bonus was considered valid by the system and that gameplay was allowed without intervention.

If a specific, filtered extract is required for further review, please let me know the exact criteria (time range, game name, or bonus identifier), and I will formally request such an export from the casino.

Kind regards,

Razvan

Hello Razvan95,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your reply.

If possible, share the file with your game history for me to review. If the file can't be sent via email. Try sharing it using a cloud depository of your choice with me.

My email is tomas@casino.guru

Thanks in advance for your reply.

Hi Tomas,

I have shared with you the files that are relevant to my complaint, exactly as they were provided to me by the casino in response to my data request.

These documents reflect the information made available to me by the operator regarding my account activity related to this case.

Kind regards,

Razvan

Thanks for sharing the necessary information.

I went over the evidence, specifically your betting history.

I discovered 82 bets taking place on multiple games: (Gates of Olympus Super Scatter; Duck Hunters: Happy Hour; Sugar Rush; and a few others), ranging from 14€ to 500€, that breached the maximum bet rule specified in the casino's bonus terms and conditions for reload bonuses.

Consequently, we are not able to argue that the breach of the rules was accidental and will have to accept the casino's decision to enforce confiscation of your winnings.

I recommend that, in the future, when accepting a bonus from the casino, you don't activate bonus features in slot games; otherwise, you might breach the maximum bet rule outright, which will, in turn, invalidate your winnings.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.