N1 Casino - El jugador se queja de no recibir el bono de depósito.

I was not credited with the bonus credit and free spins for the Friday deposit, although the code was activated when the deposit was made.

Only half of the free spins for the welcomebonus first deposit were credited.

The casino administrator has banned me from any kind of bonus

Mir wurde der Bonus bonusguthaben und freespins für die Freitags Einzahlung nicht gutgeschrieben, obwohl bei der Einzahlung Code aktiviert gestanden ist.

Die freespins für den welcomebonus erste Einzahlung wurden nur zur Hälfte gutgeschrieben.

Der Casino Administrator hat mich für jede Art von Bonus gesperrt

Dear Laurenz,

Thank you for submitting your complaint. I’m sorry to hear about your bad experience. Would you be so kind and specify which promo code you tried to activate?

Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

Looking forward to hearing from you.

Best regards,

Kristina

Hello Kristina

Many thanks for the help! 🙂

The promotion code was. : ROUTE 75

LG

Hallo Kristina

Vielen Dank für die Hilfe! 🙂

Der aktioncode war. : ROUTE 75

LG

Thank you for your reply, Laurenz. I checked the bonus and it consists of 50% up to €100 match bonus, plus 75 free spins (received 25 free spins per day). Do I understand correctly that you didn't receive any of it?

Could you please clarify, whether the casino informed you that you were banned from receiving bonuses before or after you activated the Friday bonus? How did the casino inform you about this fact? Was it via email, or did you receive any notification?

Yes, the casino sent me an email, which I only saw a few days later.

That's right. I did not receive the match bonus or the free spins. When I made my deposit, the bonus was confirmed after it was entered, otherwise I would not have made a deposit.

Also, only 100 free spins of 150 for the welcome bonus first deposit were not credited to me.

I have already received 2 emails, "I would like to verify myself please" have sent my documents to the first request. Which have not yet been viewed.

I tried to get in contact with the casino via email, as my hands are tied to the live chat and they couldn't do anything for me. (Because I was blocked by the administrator)

Ja das casino hat mir eine email geschickt, was ich aber erst ein paar Tage später gesehen habe.

Das ist richtig. Ich habe weder den Matchbonus noch die freespins erhalten. Bei meiner Einzahlung wurde der bonus nach Eingabe aber bestätigt, sonst hätte ich nicht eingezahlt.

Auch wurden mir nur 100 freespins von 150 für den Welcomebonus erste Einzahlung nicht gutgeschrieben.

Ich habe schon 2 emails bekommen, "ich möge mich bitte verifizieren" habe meine Dokumente bei der ersten Aufforderung zugeschickt. Welche bis jetzt nicht angeschaut wurden.

Ich habe versuch mit per email mit dem Casino in Kontakt zu treten, da dem Live chat die Hände gebunden sind und sie nichts für mich tun könnten. (Weil ich vom Administrator blockiert wurde)

I am sorry for asking again but could you please clarify, whether the casino informed you that you were banned from receiving bonuses before or after you tried to activate the Friday bonus?

The casino sent me an email, which I only saw a day later and didn't understand immediately because a confirmation for the bonus popped up when I made the deposit

Das casino hat mir eine email geschickt, was ich aber erst einen Tage später gesehen habe und nicht gleich verstanden weil bei der Einzahlung eine bestätigung für den bonus aufgepopt ist

Laurenz, if you were informed that you were banned from receiving bonuses before you tried to activate the Friday bonus (and the important date is when the casino sent the email and not when you read that message), I am sorry, but there is nothing we can do. Casinos can ban players from receiving bonuses for various reasons, and we cannot punish them in case players have been informed about this fact.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. 

I understand that.

But why is the code activated and accepted when making a deposit?

my deposit freespins that I did not get for the first deposit before this email came and have not yet been credited

Das verstehe ich.

Aber Warum wird bei der Einzahlung der code dann aktiviert und akzeptiert?

meine Einzahlungs freespins die ich nicht bekommen habe für die erst einzahlung waren bevor diese email gekommen ist und wurden bis jetzt nicht gutgeschrieben

I am sorry, but now it is too late to try resolving the issue with your first deposit bonus since you've been banned in the meantime and tried to activate other bonuses. We believe that the casino proceeded correctly with your Friday bonus by informing you first that you are no longer eligible for receiving bonuses, and then not giving you the bonus.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.