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Account blocked and funds withheld

I am submitting this complaint regarding account closure after filing a complaint with N1 Casino.

As a German player, N1 Casino applied a 5.3% "Bet Fee" to my bets. This fee is applied only to German players, which makes it unfair and discriminatory. The fee was not presented in a sufficiently clear or transparent manner before playing and had a direct impact on my losses.

After I contacted the casino and formally complained about this Bet Fee, N1 Casino refused to address the issue and shortly afterward blocked my account.

Since my account was blocked:

I cannot access my account or personal data

My funds are being withheld by the casino

The casino stopped responding properly to my emails

Closing a player’s account after a complaint and while holding player funds is not fair and does not reflect acceptable player treatment. Players should not be penalized for raising a legitimate concern about unfair fees.

I made several attempts to resolve this issue directly with N1 Casino, but my emails were ignored or left unanswered.

Supporting evidence:

Email correspondence showing my complaint and the subsequent account blocking

Proof of Bet Fees applied to German players

Proof of deposits and transactions

I trust casino Guru to review this case objectively and assist in reaching a fair resolution.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with N1 Bet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Would you be able to share proof of any fees being applied to your bets?
• How long were you a player in the casino, and when exactly was your account blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue, including the responses from the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Tomas,

I have just sent you an email with the requested explanations and supporting evidence regarding my complaint.

Please let me know if everything is received correctly or if you need any additional information from my side.

Thanks for sharing the information with me.

Please note, we are unable to ask the casino to refund you for fees or deposited funds that was spend on gambling for the reason you cite in your complaint.

To the best of your knowledge, how much was your current balance in the casino prior to account closure?

Did the casino provide you with this information at any time? Has the casino acknowledged withholding any balance on your player's account?

Please let me know. If there is any evidence of you having a balance that is withheld by the casino, please share it with me at tomas@casino.guru as evidence.

Hello Tomas,

Thank you for your response.

To be completely honest, I do not remember the exact amount of the balance that was in my casino account prior to its closure. However, what I can clearly state is that the casino was informed of my complaint, and immediately after that, my account was blocked.

In my opinion, this is not a normal or acceptable practice, especially for a casino operating under a Maltese license. Even if the remaining balance were symbolic (for example, even €0.10), the casino does not have the right to close my account without providing access or proper clarification.

Access to my account is important to me not only to verify whether any funds remain, but also to access the account data and records stored there. This information has been requested by my lawyer in order to initiate legal proceedings.

Please let me know how this issue can be addressed.

Hello Org1991,

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.

Without evidence, the casino withheld the balance on your account. We are not able to intervene on your behalf.

If you happen to recover evidence that the casino withheld the balance on your account, don't hesitate to contact us again, and we'll do our best to assist you. If you are certain balance was withheld, I would recommend you pursue the casino's complaint process, found here: https://www.n1casino.com/terms-and-conditions section: complaints

The following articles might be useful to you:

https://casinoguru-en.com/licensing-authorities/malta-license

https://casinoguru-en.com/guide/submitting-complaints-to-regulators

Due to the aforementioned reasons, we will now proceed to close 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.