N1 Bet Casino - Die Auszahlung des Spielers wurde einbehalten.

I deposited €500 at N1Bet and received a bonus of €50.

After fulfilling the wagering requirements, I had a total balance of approximately €700. This included about €200 in winnings from the bonus, which is significantly less than the maximum allowed winnings of 10x the bonus amount (€500).

Nevertheless, my balance was reduced to €500 and my withdrawal was cancelled. The casino justified this by stating that the maximum winnings from the bonus are €500 and this amount had been exceeded.

In my view, this line of reasoning is incorrect and not transparent because:

My actual profit from the bonus was only about €200 and therefore clearly below the 10x limit.

My deposit of €500 is not a bonus and should not be subject to this limit.

The casino's interpretation means that I effectively never had a real chance of winning, since my deposit already corresponds to the maximum allowed winnings.

The bonus terms and conditions are worded ambiguously on this point and unfairly disadvantage the player.

I contacted support several times, but was only informed that the decision was final.

I demand the restoration of my full balance or the payment of the withheld amount.

Ich habe bei N1Bet 500 € eingezahlt und einen Bonus in Höhe von 50 € erhalten.

Nach Erfüllung der Umsatzbedingungen hatte ich ein Gesamtguthaben von etwa 700 €. Darin enthalten waren ca. 200 € Gewinn aus dem Bonus, also deutlich unter dem maximal erlaubten Gewinn von 10x Bonusbetrag (500 €).

Trotzdem wurde mein Guthaben auf 500 € reduziert und meine Auszahlung storniert. Das Casino begründet dies damit, dass der maximale Gewinn aus dem Bonus 500 € beträgt und dieser Betrag überschritten worden sei.

Diese Argumentation ist aus meiner Sicht nicht korrekt und nicht transparent, da:

Mein tatsächlicher Gewinn aus dem Bonus nur ca. 200 € betrug und somit klar unterhalb der 10x-Grenze liegt.

Meine Einzahlung in Höhe von 500 € kein Bonus ist und nicht unter diese Begrenzung fallen sollte.

Die Auslegung des Casinos dazu führt, dass ich faktisch nie eine reale Gewinnchance hatte, da bereits meine Einzahlung dem maximal erlaubten Gewinn entspricht.

Die Bonusbedingungen sind in diesem Punkt missverständlich formuliert und benachteiligen den Spieler unangemessen.

Ich habe den Support mehrfach kontaktiert, jedoch wurde mir lediglich mitgeteilt, dass die Entscheidung final sei.

Ich fordere die Wiederherstellung meines vollständigen Guthabens bzw. die Auszahlung des einbehaltenen Betrags.

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Dear Bastosh98,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have checked bonus policy, and this is what I found:

"1.8. The maximum withdrawal limit from no deposit free spins is 50 EUR/USD, 500 NOK, 75 CAD/NZD/AUD. The maximum withdrawal from a no deposit bonus is limited to x10 the bonus amount unless otherwise stated in the bonus offer. An exception can be made for loyal players, and in case of winning, the maximum win amount can be increased. To request a withdrawal, you must fully verify your account and make a minimum deposit.

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

1.10. The maximum you will ever be able to withdraw from play with funds associated with a no-deposit free bet is equal to the amount of winnings received after using the free bet."

I would like to emphasize that, according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider an imposed win limit to be unfair and predatory only when applied to a real money game. However, we accept bonus T&Cs that restrict the maximum cash out from bonus play.

To clarify the issue:

• Were you informed at any point that the bonus terms and conditions remain applicable even after the wagering requirement has been completed?
• Could you please confirm whether your casino account balance was divided into real money and bonus money balances?
• Did the balance you continued playing with appear as "withdrawable"/"real money", or were your winnings still displayed in the bonus balance?

If there is any additional information that would support your case, please do not hesitate to contact us.

Best regards

Petra

Thank you for your reply and for providing the previous details, Bastosh98.

• Can you provide any documentation or screenshots of your account balance before and after your withdrawal attempt?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Hello,

I sent you the details via email.

Unfortunately, I don't have a screenshot of the account balance available, as I naturally didn't expect that the money would be taken from me or that there could be any difficulties, since in my opinion I hadn't done anything wrong.

I am so sorry!

Since the casino always converts the money into real money, they can certainly confirm this. If it hadn't been real money, I wouldn't have been able to request a withdrawal, but I was able to. Therefore, it must have been real money.

Hallo,

den Verlauf habe ich Ihnen per Mail zukommen lassen.

Einen Screenshot vom Kontostand habe ich leider nicht zur Verfügung, da ich natürlich nicht damit gerechnet habe dass mir das Geld genommen wird bzw. das es zu Schwierigkeiten kommen könnte, da ich laut meiner Ansicht nichts falsch gemacht ahbe.

Dies tut mir sehr Leid!

Da das Casino abe rimmer so verfährt, dass das Geld zu Echtgeld wird, können die dies sicherlich bestätigen. Wäre es keim Echtgeld gewesen, hätte ich keine Auszahlung anfordern können, dies konnte ich ja aber machen. Dementsprechend muss es Echtgeld gewesen sein.

Thank you for your reply and for providing the previous details, Bastosh98.

• Could you please provide your game and bonus history, if possible?
• If you have any additional evidence, feel free to send it as well. You can send all documents to petra.h@casino.guru or post your screenshots in the thread.

Thank you again for your cooperation.

Hello, attached is the last page of the bonus history.

The bonus from April 10th was the one I had fully redeemed.

Only the last 50 matches are visible in the game history; unfortunately, I don't think you can do anything with that.

Hallo, anbei die letzte seite der Bonushistorie.

der bonus vom 10.04 war der wo ich umgesetzt hatte vollständig.

in der spielhistorie sind nur die letzten 50 einsätze sichtbar, ich glaube damit kann man leider nichts anfangen.

Dear Bastosh98

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,Peter (peter.c@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,

Petra

Hello there,

Thank you Bastosh98 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask N1 Bet Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

Hello,

Thank you for bringing this matter to our attention.

We have rechecked the case internally and decided to restore the previously deducted funds. The balance has already been adjusted accordingly and the funds are now available on the player’s account.

We apologize for any inconvenience caused and appreciate your patience.

Thank you very much for the update N1 Bet Casino representative.

Dear Bastosh98, We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Hello,

The payout was successful. Thank you so much for your help!

Hallo,

Auszahlung war nun erfolgreich. Ich bedanke mich vielmals für Ihre Hilfe!

Dear Bastosh98,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter