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Complaint against N1Bet Casino – Seizure of winnings after fulfilling bonus wagering requirements

I would like to file a complaint against N1Bet Casino because my winnings were confiscated after fulfilling the bonus conditions.

I received a bonus and fully met the required 5x wagering requirement. As I understood it, the bonus conditions were therefore fulfilled. Nevertheless, my remaining amount was withheld or confiscated.

The casino only informed me that the general bonus terms and conditions apply. They did not clearly state that my entire remaining balance could be withdrawn after fulfilling the 5x wagering requirement.

I request that this case be reviewed:

Was the 5x sales requirement correctly met?

Is there a clear bonus rule that allows for the confiscation of my entire amount?

Why was not only the bonus amount removed, but the entire remaining profit withheld?

I have screenshots of the bonus terms and conditions, the chat history with the casino, and proof of my sales as evidence.

I am requesting assistance from Casino Guru in resolving this case with N1Bet Casino.

Beschwerde gegen N1Bet Casino – Beschlagnahmung von Gewinnen nach erfüllter Bonus-Umsatzanforderung

Ich möchte eine Beschwerde gegen N1Bet Casino einreichen, da mein Gewinn nach Erfüllung der Bonusbedingungen beschlagnahmt wurde.

Ich habe einen Bonus erhalten und die geforderte Umsatzanforderung von 5x Umsetzung vollständig erfüllt. Nach meinem Verständnis waren damit die Bonusbedingungen erfüllt. Trotzdem wurde mein verbleibender Betrag einbehalten bzw. beschlagnahmt.

Das Casino hat mir lediglich mitgeteilt, dass die allgemeinen Bonusbedingungen gelten. Eine klare Regel, dass nach Erfüllung der 5x Umsatzanforderung mein kompletter Restbetrag eingezogen werden kann, wurde mir nicht gezeigt.

Ich bitte um Prüfung dieses Falls:

Wurde die 5x Umsatzanforderung korrekt erfüllt?

Gibt es eine eindeutige Bonusregel, die die Beschlagnahmung meines gesamten Betrags erlaubt?

Warum wurde nicht nur der Bonusbetrag entfernt, sondern der gesamte verbleibende Gewinn einbehalten?

Ich habe Screenshots der Bonusbedingungen, den Chatverlauf mit dem Casino und Nachweise über meine Umsätze als Beweise.

Ich bitte Casino Guru um Unterstützung bei der Klärung dieses Falls mit N1Bet Casino.

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Dear Ozgun91,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thank you very much for submitting your complaint. Please allow me to ask a few questions to better understand the situation.

• Which bonus did you use? Please provide a screenshot or the link to the bonus.
• If possible, could you please share your bonus history in N1 Bet Casino?
• Please provide more details about the bonus. Was it a deposit bonus? How much did you deposit, amount won after completing the wagering requirement, and the amount that the casino confiscate?
• Could you please confirm whether your casino account balance was divided into real money and bonus money balances?

Thank you in advance for your assistance.

Hello Jean,

Thank you for your reply.

Here is the information regarding my case:

1. Which bonus did you use?

It was the VIP 20% cashback bonus. I received a cashback of €100. I received the bonus using the promo code VIPER.

2. Bonus History

Unfortunately, N1Bet has not yet provided me with any bonus history. I have repeatedly requested the casino to send me the bonus details and wagering history. To date, I have not received this information.

3. Bonus details

Bonus: 100 EUR VIP Cashback

Sales requirement: 5x

After fulfilling the sales requirements, my balance was approximately 3,000 EUR.

I requested a payment of 3,000 EUR.

N1Bet refused the payout and subsequently reduced my balance to 1,000 EUR, citing an alleged maximum bonus win.

4. Real money and bonus balances

After fulfilling the wagering requirements, my balance was displayed as real money and I was able to request a withdrawal. Therefore, I believe my winnings were real money. The casino subsequently withheld the remaining winnings.

I also requested my complete betting history and all bonus information from N1Bet. This information has not yet been provided.

Hallo Jean,

Vielen Dank für Ihre Antwort.

Hier sind die Informationen zu meinem Fall:

1. Welchen Bonus haben Sie genutzt?

Es handelte sich um den VIP 20% Cashback Bonus. Ich erhielt einen Cashback von 100 EUR. Den Bonus erhielt ich über den Promo-Code VIPER.

2. Bonushistorie

Leider stellt N1Bet mir bisher keine Bonushistorie zur Verfügung. Ich habe das Casino bereits mehrfach aufgefordert, mir die Bonusdetails und den Einsatzverlauf zu senden. Bis heute habe ich diese Informationen nicht erhalten.

3. Bonusdetails

Bonus: 100 EUR VIP Cashback

Umsatzbedingung: 5x

Nach Erfüllung der Umsatzbedingungen betrug mein Guthaben etwa 3.000 EUR.

Ich beantragte eine Auszahlung von 3.000 EUR.

N1Bet lehnte die Auszahlung ab und reduzierte mein Guthaben anschließend auf 1.000 EUR mit der Begründung eines angeblichen maximalen Bonusgewinns.

4. Echtgeld- und Bonusguthaben

Nach Erfüllung der Umsatzbedingungen wurde mein Guthaben als Echtgeld angezeigt und ich konnte eine Auszahlung beantragen. Deshalb bin ich der Ansicht, dass mein Gewinn Echtgeld war. Das Casino hat den restlichen Gewinn nachträglich einbehalten.

Ich habe N1Bet außerdem um meinen vollständigen Einsatzverlauf sowie alle Bonusinformationen gebeten. Diese wurden mir bislang nicht zur Verfügung gestellt

Thank you for providing the additional information. The details you have provided are helpful, but we need to clarify the sequence of events and the way the maximum win rule was applied before we can properly assess the complaint.

Please clarify the following:

1. What was your balance at the exact moment you completed the 5x wagering requirement?
2. What did you do after completing the wagering requirement? Did you immediately request a withdrawal of the approximately €3,000, or did you continue playing after the wagering requirement had been completed?
3. Please provide screenshots or copies of the relevant communication with N1Bet, especially where they explain the maximum win rule and why your balance was reduced to €1,000. You can send it to jean.s@casino.guru.
4. If possible, please also provide the bonus terms that applied when you claimed the VIP 20% Cashback bonus (promo code VIPER), particularly any section concerning maximum winnings, maximum cashout, or the treatment of winnings after completing the wagering requirement.

We need to find out whether the approximately €3,000 balance resulted entirely from play during the wagering period, or whether you continued playing with the bonus funds after completing the requirement.

Once we have these details and the relevant communication, we should have a clearer basis for determining whether N1Bet applied the maximum win rule correctly.

Thank you in advance for your cooperation.

Dear Mr. Jean,

Thank you for your message.

I will gladly answer your questions:

1. Account balance after fulfilling the 5x turnover requirement

After fulfilling the 5x turnover requirement for the cashback bonus, my account balance was €3,000.

2. What I did after fulfilling the sales requirement

After fulfilling the wagering requirements, I requested a withdrawal of approximately €3,000. I did not continue playing with this amount in order to subsequently achieve a higher profit.

3. Communication with N1Bet

I will send you the relevant screenshots and messages from N1Bet. These include, in particular, the communication regarding the alleged maximum winnings rule and the subsequent reduction of my balance to €1,000.

I would like to emphasize that N1Bet has not yet clearly provided me with the specific bonus terms and conditions I requested. Instead, I have repeatedly been sent general bonus terms and conditions, in particular points 1.8 and 1.9.

4. VIP 20% Cashback / VIPER

I specifically request that you check which specific bonus conditions actually applied to me at the time I claimed the VIPER cashback bonus.

For me, the crucial question is whether a maximum winnings rule of 10x the cashback amount was clearly part of the conditions applicable to this specific bonus at that time, and whether this rule was communicated to me transparently before or when claiming the bonus.

N1Bet subsequently reduced my balance to €1,000. I would like to have this application of an alleged 10x maximum win rule reviewed.

I therefore ask Casino Guru to specifically check whether N1Bet was allowed to retrospectively apply the €1,000 limit to my already achieved winnings and whether this condition was actually part of the specific VIPER cashback offer at the relevant time.

I will send you the relevant screenshots and the communication with N1Bet for review.

Thank you very much for investigating my case.

Best regards

[redacted]

Sehr geehrter Herr Jean,

vielen Dank für Ihre Nachricht.

Gerne beantworte ich die von Ihnen gestellten Fragen:

1. Kontostand nach Erfüllung der 5-fachen Umsatzbedingung

Nachdem ich die 5-fache Umsatzbedingung des Cashback-Bonus erfüllt hatte, betrug mein Kontostand 3.000 €.

2. Was ich nach Erfüllung der Umsatzbedingung getan habe

Nach Erfüllung der Umsatzbedingung habe ich eine Auszahlung über ungefähr 3.000 € beantragt. Ich habe den Betrag nicht weitergespielt, um anschließend einen höheren Gewinn zu erzielen.

3. Kommunikation mit N1Bet

Ich werde Ihnen die relevanten Screenshots und Nachrichten von N1Bet zukommen lassen. Darunter befinden sich insbesondere die Kommunikation über die angebliche Maximalgewinnregel und die spätere Reduzierung meines Guthabens auf 1.000 €.

Ich möchte besonders hervorheben, dass N1Bet mir die von mir angeforderten konkreten Bonusbedingungen bisher nicht eindeutig zur Verfügung gestellt hat. Stattdessen wurden mir wiederholt allgemeine Bonusbedingungen, insbesondere die Punkte 1.8 und 1.9, zugesendet.

4. VIP 20 % Cashback / VIPER

Ich bitte Sie insbesondere zu prüfen, welche konkreten Bonusbedingungen zum Zeitpunkt meiner Inanspruchnahme des VIPER-Cashback-Bonus tatsächlich für mich galten.

Für mich ist entscheidend, ob zu diesem Zeitpunkt eine Maximalgewinnregel von 10× des Cashback-Betrags eindeutig Bestandteil der für diesen konkreten Bonus geltenden Bedingungen war und ob diese Regel mir vor der bzw. bei Inanspruchnahme des Bonus transparent mitgeteilt wurde.

N1Bet hat mein Guthaben anschließend auf 1.000 € reduziert. Genau diese Anwendung einer angeblichen 10×-Maximalgewinnregel möchte ich überprüfen lassen.

Ich bitte Casino Guru daher, insbesondere zu prüfen, ob N1Bet die 1.000-€-Begrenzung nachträglich auf meinen bereits erzielten Gewinn anwenden durfte und ob diese Bedingung zum maßgeblichen Zeitpunkt tatsächlich Bestandteil des konkreten VIPER-Cashback-Angebots war.

Die entsprechenden Screenshots und die Kommunikation mit N1Bet werde ich Ihnen zur Prüfung zusenden.

Vielen Dank für die Untersuchung meines Falls.

Mit freundlichen Grüßen

[redacted]

I would also like to point out that my case also involves a significant reduction in my balance. N1Bet reduced my winnings due to an alleged 10x maximum win rule for VIP Cashback, but despite repeated requests, they have not yet been able to provide concrete evidence of where this rule was stated in my bonus.

Ich möchte außerdem darauf hinweisen, dass mein Fall ebenfalls eine erhebliche Guthabenkürzung betrifft. N1Bet hat mein erspieltes Guthaben aufgrund einer angeblichen 10×-Maximalgewinnregel des VIP Cashback reduziert, konnte mir aber trotz mehrfacher Aufforderung bisher nicht konkret nachweisen, wo diese Regel bei meinem Bonus angegeben war.

Dear Player,

Thank you for providing the additional information and for clarifying the sequence of events.

We have reviewed the relevant general bonus terms you provided. While we understand your concern that the VIPER cashback offer itself may not have explicitly displayed a maximum win limit, the casino’s general bonus terms state that cashback is considered a bonus unless otherwise specified (clause 1.7), and that the general bonus rules therefore apply to cashback bonuses as well.

In particular, clauses 1.8 and 1.9 establish a default maximum withdrawal of 5x the bonus amount unless a different limit is specifically stated in the bonus offer. Therefore, the fact that you completed the 5x wagering requirement does not, by itself, mean that the resulting balance becomes fully withdrawable without any other bonus restrictions. Wagering requirements and maximum win/withdrawal limits are separate bonus conditions.

A maximum win or maximum withdrawal limit is also a common condition attached to bonuses, unless the particular promotion explicitly states that no such limit applies. In your case, the €100 cashback bonus would therefore ordinarily be subject to the general maximum withdrawal rule unless the VIPER promotion provided otherwise.

We also understand your concern regarding the casino reducing your balance to €1,000 and your request to establish whether a different 10x limit was specifically applicable to the VIPER cashback. Based on the information currently available, however, we do not have sufficient grounds to conclude that the casino was required to pay the full €3,000 simply because you completed the wagering requirement.

For these reasons, and given that the casino’s general bonus terms expressly extend the applicable bonus rules to cashback, we consider the matter sufficiently clarified and will close the complaint at this stage.

Thank you for your cooperation throughout the mediation process.

Best regards,

Jean

Casino.Guru