N1 Casino - La cuenta del jugador ha sido cerrada.

I deposited 30 euros and won 800 euros. The verification process initially went smoothly. Before the final verification, my account was closed without explanation or any discernible reason. It's a real shame about the 800 euros. Perhaps you could consult with the casino.

Thanks in advance. I suspect it's the username listed below. Since I no longer have access to the account, I can't see it.

mfg

Hannes von F***

Ich habe 30 euro eingezahlt und daraus 800 Euro gewonnen. Der verifikationsprozess lief zunächst problemlos. Bevor die letzte Sache verifiziert wurde, wurde mein Konto ohne Begründung oder erkennbaren Grund geschlossen. Es ist sehr schade um die 800 Euro. Vielleicht könnten sie mit dem Casino Rücksprache halten.

danke im Voraus. Ich vermute es ist der unten angegebene Benutzername. Da ich kein Zugriff auf das Konto mehr habe, kann ich den nicht einsehen.

mfg

Hannes von F***

Dear Honno99,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?
• When exactly did you create your casino account and when was the account closed?

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

Hello,

I focused on slot machines while playing.

I had a 100 percent bonus on my 30 euro deposit.

the account was closed on the night of the 24th to the 25th.

Best regards

Hannes von F***

Hallo,

ich habe mich auf Spielautomaten beim Spielen konzentriert.

ich hatte einen 100 Prozent Bonus auf meine 30 Euro Einzahlung.

das Konto wurde von der Nacht des 24. auf den 25. geschlossen.

liebe Grüße

Hannes von F***

Thank you very much for your reply, Honno99. Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Honno99,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello, I have sent you the mail traffic via email.

Hallo, ich habe ihnen den Mailverkehr per e-Mail zukommen lassen.

Thank you very much, Honno99, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.

Hello, Honno99,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear N1 Casino Team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed? Have the disputed winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Do I understand correctly that the casino should refund or should have refunded the player's funds? If so, what or how much should be refunded to the player, and when should it be processed if it has not been yet?

If the player's entire balance is supposed to be refunded, you can skip my previous questions, and once the user confirms the successful refund, we can consider the matter resolved. Otherwise, if anything from his winnings/balance was confiscated, we will need an explanation and more details/supporting evidence.

If needed, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Dear Branislav and Honno99,

Thank you for your attention to this matter.

We have shared detailed explanations along with supporting evidence directly with Branislav for his review.

Should any further information be needed, we remain available for clarification.

Greetings all,

We are closing this complaint as unjustified due to breaching the casino's terms and conditions - exceeding the maximum bet limit with an active bonus, which means an unfair advantage (significant winnings accumulated from bets exceeding maxbet) in meeting the bonus requirements/conditions. For example, in a game where the highest winnings were won, the feature clearly shows a final value of a bet as a 'TOTAL BET', which indicates the user had to be aware of the fact every time he used the feature, his bet was automatically over the maxbet.

Since the user's deposit should have been refunded, the casino acted correctly and in accordance with its Terms and Conditions the user accepted upon registration.

If the complainant is not satisfied with the complaint solution, I recommend consulting the gambling authority that the casino is regulated by or an ADR, if the casino states it on its website.

Thank you very much, N1 Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru