N1 Casino - Das Kontolimit des Spielers wurde nicht erreicht, es wurden zusätzliche Einzahlungen vorgenommen.

Hello,

On 15.10.2023 my account on N1 casino was reactivated after one year of self exclusion

I made 2 deposits total amount of 200€ and after that i set a weekly limit of 100€, knowing that i have some issues controlling my self, so I won't lose more money

After that i made a try to make a new deposit of 100€ and, for my suprise given the fact i had set a weekly limit that i had already reached, it was completed successfully.

After that i made 8 more deposits 100€ each and also they were all completed successfully.

The "funny" thing is that even after of all the deposits i had made my weekly limit on the casino is still is available for using, as you can see from the attached screenshots.

I have sent them an email and i have filed a complaint on their platform, asking for the reason why the sit let me proceed with the deposits even though i had set a weekly limit and of course asking for my money back, the deposits that was made after the limit set, regarding that the deposits should have never been done.

I believe that there is a huge problem here with the responsible playing section, as you can't protect yourself if you set limits that essentially has no meaning.

Waiting for your response and help on the above problem.

Thank you

Hello Nikkibeach83,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with N1 Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when exactly did you set the deposit limit and if you did receive any confirmation about it? How much is your current casino balance? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Good evening,

Thanks for the prompt response, the limit set yesterday if I remember correctly just after 5.30pm, there was a message in the app saying it had come into effect and they also sent me a confirmation email telling me the new came into effect immediately limit, which I unfortunately deleted because it didn't occur to me that there was a chance that a problem would arise.

My current casino balance is 3 minutes, I last contacted them today when I sent them an email, yesterday I filed a complaint.

Καλησπέρα σας,

Ευχαριστώ για την άμεση ανταπόκριση, το όριο το έθεσε χθες αν θυμάμαι καλά λίγο μετά τις 17.30, υπήρχε μήνυμα μέσα στην εφαρμογή στην οποία έλεγε ότι τέθηκε σε ισχύ και μου απέστειλαν και επιβεβαιωτικο email, με το οποίο μου έλεγαν ότι τέθηκε σε άμεση ισχύ το νέο όριο, το οποίο δυστυχώς διέγραψα γιατί δεν περνούσε από το μυαλό ότι υπάρχει περίπτωση να προκύψει κάποιο πρόβλημα.

Το τρέχον υπόλοιπο του καζίνο μου 3 λεπτά, τελευταία φορά επικοινώνησα σήμερα που τους απέστειλα mail, ενώ χθες είχα υποβάλει παράπονο.

In continuation of our communication, I just wanted to point out, to avoid any misunderstandings, that this is the N1 Greece casino.

Thanks

Σε συνέχεια της επικοινωνίας μας, απλά ήθελα να επισημάνω, προς αποφύγει τυχόν παρανοήσεων, ότι πρόκειται για το καζίνο N1 Greece.

Ευχαριστώ

Hello Nikkibeach83,

Can't you locate the e-mail in your deleted files? Please note that without any actual proof we won't be able to proceed in resolving the complaint as there is no evidence of you setting the limit.

Good evening,

I have deleted this particular email, but there is a screenshot showing the limit that has been set.

Of course, there are developments in this case, as the casino accepted its mistake and returned the amount of €800 to me, which is €100 short of the correct amount.

I have submitted a new request to the casino for the refund of the extra amount due but they have not responded for a week now.

So the challenge amount should be changed to €100.

Καλησπέρα σας,

Το συγκεκριμένο email το έχω διαγράψει, αλλά υπάρχει screenshot στο οποίο φαίνεται το όριο που έχει τεθεί.

Βέβαια υπάρχουν εξελίξεις στην εν λόγω υπόθεση, καθώς το καζίνο αποδέχτηκε το λάθος του και μου επέστρεψε το ποσό των 800€, το οποίο υπολείπεται κατά 100€ από το ορθό.

Έχω υποβάλει νέο αίτημα στο καζίνο για την επιστροφή του επιπλέον ποσού που πρέπει αλλά δεν έχουν απαντήσει μια βδομάδα τώρα.

Οπότε θα πρέπει να αλλάξει το ποσό αμφισβήτησης σε 100€.

Hello Nikkibeach83,

Glad to hear the casino refunded some of your deposits. How much exactly did you deposit after setting the limit as based on your first post, it was 1200€. However if the dispute amount is 900€ isn't the missing money simply the money within the limit set by you?

Dear Nikkibeach83,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Good evening,

The limit set was €100, when I had already made deposits of €200, therefore I should not be allowed to make any further deposits from there.

Καλησπέρα σας,

Το όριο που τέθηκε ήταν 100€, όταν είχα πραγματοποιήσει ήδη καταθέσεις 200€, ως εκ τούτου δεν θα έπρεπε από εκεί και μετά να μου επιτραπεί καμία άλλη κατάθεση.

Hello Nikkibeach83,

If you did set the limit after depositing it definitely did not count. No deposit prior setting the limit is included in it so I believe the casino refunded the correct amount to you.

Is there anything else we could assist you with?

Dear Nikkibeach83,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.