N1 Casino - Igračeva isplata je konfiskovana.

Their casino didn’t give me any grace at all. Their platform is so blurry I cannot see the screen or the game I’m playing properly. I haven’t ever withdrawn from them before. I wasn’t apparently verified, so I had to jump through hoops to get verified. I deposited $45 on April 24th. And didn’t take a bonus because I never do. 

And I also apparently won some tournament money. So I logged on, hit on a slot game and won $2,200. I went to withdraw and said I needed this bank statement with all of my info. I got an email saying it wasn’t good enough, then 3 minutes later saying it was verified. 

So I went to withdraw $2,200. And instantly within 2 minutes I got a denied email. They STOLE ALL OF MY MONEY EXCEPT FOR $45!!!!! CLAIMING I WAS USING A BONUS AND I BROKE THE TERMS FOR A FEW SPINS I MADE!!! SO THEY HAVE RESET MY MONEY BACK TO MY ORIGINAL DEPOSIT AMOUNT OF $45. They said be more careful and that was that!!! SHOW ME! Where did I use a bonus? And if so why did you give me my $45 back hmm? Give me my money back into my account. There is no way you shouldn’t be giving a customer grace their first experience and then stealing all of my money instead and not proving I even had a bonus activated because I didn’t!!! 

Dear bamptonnicole,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• You mentioned that you won some tournament money. Some casinos consider such winnings as bonus money. Is there any chance that this could be the case here?
• Could you please post a screenshot of your bonus history here in this thread?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

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,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

It unfortunately is not the case because I had completed the wagering requirements for the tournament money and the other bonus spins had expired before I even started spinning.

they didn’t tell me I had any bonus at the time of the withdrawal.

I also checked and confirmed this with chat. I also cannot find any of the dialogue on my chat history all of a sudden when I was complaining about my money being stolen! It’s just gone. These are the only chat transcripts I can find now!! So suspicious.

Thank you very much, bamptonnicole, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.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.

Thank you very much. I appreciate your support in this matter. I need that money I rightfully won. It’s not fair.. a casino of this magnitude to take from me. I have four children and am a single mother. I hadn’t done anything to constitute their actions. I’d like that money that I rightfully won and am deserving of.

Hello bamptonnicole,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite N1 Casino to join the conversation.

Dear N1 Casino,

I would appreciate it if you could provide clarification regarding the reasons for the forfeiture of the player's winnings. Could you kindly explain the circumstances that led to this decision?

Dear bamptonnicole and Michal,

Thank you for your message. After thoroughly reviewing this case, we would like to clarify that the player’s winnings were forfeited due to a violation of our bonus terms and conditions, specifically the maximum bet rule while wagering bonus funds.

As stated in our terms:

"The maximum bet while wagering is 5 EUR or equivalent (5 USD, 50 NOK, 7.5 CAD/NZD). The max. bet limit includes bets doubling after a game round has been completed and bonus rounds (purchased within the game)."

Unfortunately, the player placed bets exceeding this limit while the bonus was active, which constitutes a breach of the promotional rules. As a result, the bonus and all winnings derived from it were voided in accordance with our terms and conditions, which are accepted by players upon participation.

We are also prepared to provide the full betting history as evidence of the violation, should that be required.

obviously if you are willing to provide said proof of such bonus you are claiming I had, AS WELL as my betting history and if it was done in ERROR or fault of your slot game or if I was in fact of my own accord, betting above the $7.50 limit with a bonus I am notifying you I did not have.

where is my history? I have asked for it and asked for proof of such. Please provide it for me now.

Dear N1 Casino,

The player previously stated: "And didn’t take a bonus because I never do ". So, what bonus should have been active?

Please forward me the player's full gamelog including the bonus/tournament history, to review the course of events that should have led to the rule breaches at michal.k@casino.guru

Hello, we've sent a detailed explanation regarding this case via email. Let us know if anything further is needed.

Thank you for the provided information and evidence, N1 Casino Team.

Dear bamptonnicole,

I was provided with the evidence supporting the casino's decision.

You participated in one of the regular tournaments and, on April 28th, received a reward in the form of free spins. Upon completion of those spins, a bonus of 20.52 CAD was credited to your account with a 30x wagering requirement. So you indeed had a "active bonus". The winnings in question indeed stem from a bet exceeding the maximum bet amount of 7.50 CAD while wagering an active bonus. In fact, you made 11 bets in the amount of 10 CAD, which cannot be considered a one-off mistake. Although we believe that the maximum bet should be automatically implemented by the software to prevent players from unintentionally breaching this rule, it is not yet an industry standard, as every casino uses its own platform software. We always strongly advise players to familiarise them selfs with the casino bonus policy and the specific rules for any bonus or tournament. You ultimately agree with the rules when you register your account and when you take part in the tournament or claim a bonus. A lack of awareness regarding the rules, sadly, does not constitute a valid justification for non-compliance.

Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's bonus terms and conditions - breaching the maximum bet rule on multiple occasions while playing with an active bonus.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal

Casino Guru