N1 Bet Casino - 플레이어의 계정이 폐쇄되었고, 출금이 지연되었습니다.

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Dear Maxmontana,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand it correctly, that you have accumulated your winnings from deposit bonus, please? I have checked bonus policy, and this is what I found: 

1.9 The maximum win is limited to 10x the bonus amount, unless otherwise stated in the bonus offer. It means that the maximum win of a deposit bonus is calculated as the bonus money the player receives multiplied by a maximum win coefficient (x10 by default). The maximum winnings from deposit Free Spins cannot exceed x10 of the bonus amount received as a result of the Free Spins play.

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.  

If there is any additional information that would support your case, please do not hesitate to contact us, otherwise I will be forced to reject your complaint. Thank you for your understanding.  

Best regards, 

Katarina

Yes but I was playing for over 1 Hour already After I wagered the bonus already.. I mean at any given time it has to be converted to real money. They reset my balance manually to 1200€ and now if I play the bonus rule would not apply to my money anymore too. So it is a scam. They manually set my balance to 1,200€ after 1h plus playing with the wagered money. Just after my withdrawal got canceled

best regards

Bernhard

And I am totally fine that there is a maxwin limit for bonus money but you can’t let people play hours and hours after they wagered the bonus and then set the winnings at any time you want back to 1200€ max win.. you could see everything in a detailed game log. I already reached the "max win" 1200€ hours before they said it’s the max limit for winnings..

this is the answer i got from the casino manager.

and this is my answer to it:

You yourselves say it: "The maximum winnings from deposit Free Spins cannot exceed x10 of the bonus amount received as a result of the Free Spins play."

And the other part: even if the T&Cs are worded exactly like that, it means that as soon as I have completed the wagering requirement for the bonus amount, everything beyond that is real money and no longer tied to the bonus.

What you’re doing here is a wrong/misleading interpretation of your own T&Cs. I can fully understand that AFTER completing the wagering the winnings are capped at 1,200 according to your rules. But in my view, all further spins after that should count as playing with my own funds that I’m using.

That’s why I want a detailed list of all games and wins with timestamps – basically the entire game log. I will have the whole thing reviewed further and will also file an official complaint with the gambling authority, because this cannot be legal. The T&Cs are written far too vaguely and, in my opinion, this interpretation is simply not correct.

I would also like to point out that I’ve been playing with you on n1bet.com for 2 years now (and before that on n1casino.com) and I would actually very much like to continue doing so. But this interpretation of the T&Cs is fraud, and I have never experienced anything like this at any other casino before. I’ve been a customer at many casinos, and not a single one has ever done anything like this.

it even states in their own game log that after the bonus wager is done my winnings was 3400~€ ok set that to 1200€.. but after their game log says my "vip weekly reload" is done i won another 2500€ so atleast this money should not be reset to a whole 1200€ so they let me withdraw 1200 but they still owe me 2500€

Dear Maxmontana,

thank you for your replies.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina