N1 Bet Casino - Das Spielerkonto wurde geschlossen und die Gelder eingezogen.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with N1 Bet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the withholding of your funds? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
• Please note that the license status of any online casino reviewed by us can be found in the review of the casino page:
• The details you are looking for can be found by clicking on the validator found in the footer on the casino's website:

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi, thanks so much for the support. I never accepted any bonus balance, but I played regularly by depositing money with my credit card. I deposited about €2,000. When I won and tried to withdraw, they left the withdrawals pending, thus encouraging me to play again. I also requested account closure on February 26th to avoid depositing any more money, but they didn't respond. I deposited another €1,000 (for which I'm requesting compensation of €800) without a response. Furthermore, they closed my account without communicating anything after four days. I had a credit balance of €200 and ongoing bets, and since then, no response. Now I want to recover the money in my account, but also a response regarding compensation, since I requested account closure and they didn't respond at all, preferring instead that I deposit again.

Attached is a screenshot of the current login message, and the account closure communication with no response.

The account was closed then on Sunday without communication and there is no way for me to get in touch with them.

Ciao grazie mille per il supporto, non ho mai accettato saldo bonus ma giocato regolarmente versando soldi con la mia carta di credito. Ho versato circa 2mila euro, quando ho vinto e provato a prelevare lasciavano i prelievi in sospeso cosi da indurmi a giocare di nuovo. Inoltre ho fatto richiesta di chiusura conto il giorno 26 febbraio per evitare di depositare altri soldi, ma non mi hanno risposto..e ho depositato altri 1.000euro(per il quale chiedo risarcimento di €800) senza mai risposta. Per di più mi hanno chiuso il conto senza comunicare nulla dopo 4 giorni, con saldo attivo c'erano 200 euro e scommesse in corso, e da li nessuna riposta. Ora voglio recuperare innanzitutto i soldi sul conto ma anche una risposta di risarcimento visto che ho chiesto chiusura conto e non mi hanno proprio risposto convenendo a loro che io depositassi ancora.

In allegato screen dell'attuale msg di accesso al login, e comunicazione di chisura conto senza nessuna risposta.

Il conto è stato chiuso poi Domenica senza comunicazione e non c'è modo di mettermi in contatto con loro.

Thanks for the explanation.

If you informed the casino of your gambling addiction and your account was blocked for your protection, the casino acted correctly in our view.

If you made any deposits and spent the balance before the time your self-exclusion was processed, which was 24 hours, according to your description of events, we might not assist you

Please let me know if there was any player's balance on your account unspent and withdrawable at the time your account was closed.

If the casino contacted you regarding the return of the unspent balance, kindly send the relevant communication to me for review. Send the correspondence to my email at tomas@casino.guru

Looking forward to your reply.

Yes, there were 50 euros just deposited into the account, plus some ongoing bets. THE CASINO HASN'T REPLIED TO ME, absurd! The only message is the one that appears when I log in to contact them again for the refund... but they don't respond. Can you intervene?

Si c'erano 50 euro appena depositati sul conto oltre a delle scommesse in corso. IL CASINO NON MI HA MAK RISPOSTO, assurdo! L'unico messaggio è quello che appare al login per ricontattarli per la restituzione dei fondi..ma non rispondono . Potete intercedere?

Thanks for the explanation

Please send me your attempts to communicate with the casino regarding the return of your unspent funds.

Send the emails to my email at tomas@casino.guru

Attached

In allegato

Dear PeppeCCcccccc,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Ok thanks, I await your response.

Ok grazie, attendo vostre.

Dear PeppeCCcccccc,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the N1 Bet Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a N1 Bet Casino representative to join this conversation and participate in resolving this complaint.

Dear N1 Bet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Hello Igor,

Thank you for taking on this case.

We have sent you an email with detailed clarifications and supporting materials to assist with your review.

Dear PeppeCCcccccc,

After a thorough review of this case, I have come to the following conclusion:

N1 Bet Casino does not operate under a standard gambling license used for casinos registered in Italy (ADM). Instead, it operates under an offshore Curaçao Gaming Control Board license. Therefore, there was no possible way for the casino to be aware of your gambling-related problem prior to your direct request.

In cases like this, it is the responsibility of the player to choose casinos that hold a valid license for their country. It is not the duty of the casino to restrict access from countries where they do not offer their services.

Additionally, the casino provided proof that you had a remaining balance of 50€ at the time of closure, which was subsequently refunded to you in full.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

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Best regards,

Igor