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