N1 Bet Casino - La cuenta del jugador ha sido cerrada después de una victoria.

Hello, I created an account with Bet1, won last night and today the account is blocked. I haven't received any response and my real money balance is simply gone?

Hallo ich habe ein Konto bei Bet1 erstellt, gestern Nacht gewonnen & heute ist das Konto gespärrt ich bekomme keine Rückmeldung und mein Echt Geld Guthaben einfach weg ?

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with N1 Bet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus?  

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,

Natalia

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello, I first received a €15 free bet and bet on a sports game and won.

Afterwards, I cashed in at the casino with the €19 in real money.

I submitted my documents for verification, my bank statements were not accepted 2-3 times and subsequently my account was deactivated.

Hallo ich habe zunächst eine 15€ frei Wette erhalten und auf ein Sport Spiel getippt & gewonnen.

Anschließend habe ich mit den 19€ echtgeld Guthaben im Casino Abgeräumt.

Ich habe meine Dokumente für die Überprüfung eingereicht, meine Bank Konto Auszüge wurden nicht akzeptiert 2-3 mal und anschließend wurde mein Konto Deaktiviert.

Please help quickly

Bitte um schnelle Hilfe

Thank you for your reply, Ichhalt. I apologize, but if you have only placed bets on sports betting and your account has been blocked, the casino may have detected activity that requires further investigation. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly, and judge this case fairly. We don't think that your complaint is unjustified; we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.

However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.

No, I won 19€ real money in sports bets with which I then won 300€ in the casino

Nein ich habe 19€ echt Geld in Sport Wetten gewonnen mit denen habe ich Dann 300€ im Casino gewonnen

I'm sorry for misunderstanding. So you completed the wagering requirement for a free bet, and then the winnings of €19 were added to your real balance, which you used for playing casino games.

Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Unfortunately they don't reply to any emails at all!

Die antworten leider überhaupt nicht auf keine email !

I've been trying for days

Ich versuche es seit Tagen

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Dear Ichhalt,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from N1 Bet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear N1 Bet Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons for the closure/blocking of the player's account? Your detailed insight will help us proceed with a fair and informed resolution.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Hello,

Thank you for bringing this case forward. After reviewing the situation, we can confirm that the account in question was identified as a duplicate, which represents a clear violation of our Terms & Conditions. For this reason, the account was closed and the winnings were confiscated in line with the applicable rules.

To ensure full transparency, we have already provided all necessary supporting evidence directly to Kubo via email for review.

Dear N1 Bet Casino,

Thank you for providing the additional details and evidence regarding this matter.

Dear Ichhalt,

After a thorough review of your case, I would like to share the results of our investigation.

Based on the evidence provided by the casino, I must regretfully reject your complaint as unjustified.

The evidence clearly indicates that your account is linked to multiple other accounts, all created or accessed from the same device or location. Creating multiple accounts to exploit bonuses is a serious violation of the Terms and Conditions at most online casinos because it undermines the integrity of the gaming environment. This practice can lead to unfair advantages, such as exploiting bonuses or promotions intended for single accounts. It disrupts the fairness and balance that casinos strive to maintain, which is crucial for all players. Additionally, it can result in significant financial losses for the casino, prompting strict enforcement of policies against such behavior.

For future reference, I strongly recommend adhering strictly to the casino's Terms and Conditions and avoiding any attempts to gain unfair advantages through the creation of multiple accounts. I understand this is not the outcome you were hoping for, but the evidence is indisputable.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

Best Regards,

Kubo