N1 Casino GR - Τα κέρδη του παίκτη κατασχέθηκαν λόγω κακής χρήσης μπόνους.

The casino cancelled my withdrawal and seized my funds, claiming that I was betting bonus amounts over 5 euros, which is illegal.

Το casino μου ακύρωσε την ανάληψη και κατεσχεσε τα χρήματα λέγοντας μου ότι ήμουν παράνομη γιατί πονταρα πόσο μπόνους πάνω από 5 ευρώ.

Dear Vicky090982,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found (here):

General

Regarding the bonuses and promotions, all times and dates are stated in UTC.

Cashback is a bonus unless otherwise specified. Any rules that apply to bonuses in general apply to cashback bonuses as well. The maximum bet in games based on Random Number Generator (slots, table games, etc.) while wagering is 5 EUR. The maximum bet in live games while wagering is 5 EUR. The max. bet limit includes bets doubling after a game round has been completed and bonus rounds (purchased within the game).

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet.

Please do not hesitate to forward your game history in Excel format along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

• Additionally, can you inform me whether your balance is divided into two parts upon activating a promotional offer, or if it is presented as a single "bonus balance"?
• Can you provide details on the specific bonus you activated and utilized?

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

the bonus was from the game book of fallen 30 FREE SPINS with a payout of 26EURO which I won on 35 ie 950 euros. I had already won 750 and I played in crazy time, I was accused that they noticed that I bet more than 5 euros. BECAUSE, after they noticed it, the game continued and I managed to win 7500 euros. I will tell you why, because they wanted to confiscate them, this is valid. and if they said it only in the ascension, it is unreliable on their part. The rest are excuses for not making profits. the amounts must be corrected in real time and not after the player has spent so much money in the end. AFTER THEY NOTICED IT THEY HAD TO CORRECT THE AMOUNTS AND NOTIFY ME SINCE THEY DON'T HAVE DUAL SECURITY KEYS. THE ONLY THING THEY WANTED WAS TO SEIZE THEM. THE BALANCE WAS REPORTED AS BONUS BALANCE ONLY. AS SOON AS THE BONUS ENDED, THEY WITHDRAW THE TAX NORMALLY AND LEFT 4990 NET. AND AFTER THE WITHDRAWAL PROCESS WHEN I ASKED FOR 4500 WITHDRAWAL THEY REMEMBERED TO CONFISCATE THE WHOLE AMOUNT. I'VE BEEN PLAYING FOR LONG TIME THE 750 INITIALLY HAS DONE ALMOST ZERO THEN INCREASED AGAIN. PLEASE SEND YOU THE HISTORY themselves. I CAN'T ACCEPT THAT THEY HAD NOT NOTICED FOR THREE HOURS THAT I WAS BETTING. THEY HAD NOTICED IT AS THEY ADMITTED IT THEMSELVES BUT THEY WANT TO SEIZE THEM IT IS UNFAIR BECAUSE THEY NOTICED IT FOR THREE HOURS THEY SHOULD HAVE FIXED IT THEY JUST RESET IT THEY DID NOT FIX IT IN THE END AND WHEN I WON THE FINAL AMOUNT FIRST I HAD BETTED UP TO 5 EUROS AND AFTER I DOUBLE IT AS I NOTICED THAT THE SERUM SAID ABOVE THAT YOU SHOWED ME AND THANK YOU SO MUCH. I SHOULD BE COMPENSATED ONLY FOR MORAL DAMAGE. THE REGULATORY AUTHORITY MUST INTERVENE IN ALL THIS. AND WE'RE LIVING IN 2024 LET THEM HAVE INSURANCE FOR THE INCREASING BET LIMIT. IN THE END THEY GIVE THE AMOUNT I WON UP TO THE ALLOWED LIMIT SINCE IT IS LIKE THAT BUT THEY DID NOT RESET IT ALL THEN. AND FINALLY I KEPT PLAYING WHILE I HAD WON 7500 UNTIL THE AMOUNT THEY WANT FOR THE CASHOUT WAS COMPLETED. AFTER THEY HAD NOTICED IT WHY DID THEY NOT CORRECT THE AMOUNTS. BEFORE GETTING THEM UP I ASKED THROUGH CHAT IF THERE WAS ANY ISSUE EVEN WITH THE IDENTIFICATION DOCUMENTS I HAD SENT. AFTER THEY CHECKED IT THEY TOLD ME THERE WAS NO PROBLEM. NOW SINCE THERE IS NO PROBLEM HOW THEY GOT TO SEIZE ALL THE AMOUNT IS WORTH QUESTIONING. and finally they sent me an email saying that I can't have bonuses again in their casino for a long time but to play only with real money and gradually I would be able to have bonuses again. I asked for my account to be closed at this casino and after my persistence they closed it. EVEN ABOVE IN THE TERMS IT DOES NOT CLEARLY SAY THAT ON BONUS AMOUNTS IT IS FORBIDDEN TO BET MORE THAN 5 EUROS. I'M SORRY BUT IT'S NOT COMPLETELY UNDERSTANDABLE. IT IS UNFAIR TO LET YOU PLAY AND WIN AND THEN TELL YOU WRONG. SOMEONE DIDN'T DO THEIR JOB RIGHT AT THE CASINO. WHY SHOULD I SUFFER ALL THE CONSEQUENCES? THEIR FAULT IS WITH THE MANAGEMENT

το μπονους ηταν απο το παιχνιδι book of fallen 30 FREE SPINS με τζιραρισμα 26EURO που κερδισα επι 35 δηλαδη 950 ευρω . ειχα ηδη κερδισει 750 και επαιξα στο crazy time κατηγορηθηκα οτι παρατηρησαν οτι πονταριζα με πανω απο 5 ευρω. ΓΙΑΤΙ λοιπον αφου το παρατηρησαν συνεχιστηκε το παιχνιδι και εφτασα να κερδισω 7500 ευρω. θα σας πω γιατι γιατι ηθελαν να τα κατασχεσουν συτο ισχυει. και το ειδαν μονο στην αναληψη ειναι αναξιοπιστο απο μερους τους. ΤΑ υπολοιπα ειναι δικαιολογια για να μην αποδιδουν τα κερδη. τα ποσα πρεπει να διορθωνονται σε πραγματικο χρονο και οχι αφου κεδισει ο παικτης στην τελικη τοσα χρηματα. ΑΦΟΥ ΤΟ ΠΑΡΑΤΗΡΗΣΑΝ ΕΠΡΕΠΕ ΝΑ ΔΙΟΡΘΩΣΟΥΝ ΤΑ ΠΟΣΑ ΚΑΙ ΝΑ ΜΕ ΕΝΗΜΕΡΩΣΟΥΝ ΑΦΟΥ ΔΕΝ ΕΧΟΥΝ ΔΙΚΛΕΙΔΕΣ ΑΣΦΑΛΕΙΑΣ. ΤΟ ΜΟΝΟ ΠΟΥ ΗΘΕΛΑΝ ΗΤΑΝ ΝΑ ΤΑ ΚΑΤΑΣΧΕΣΟΥΝ. ΤΟ ΥΠΟΛΟΙΠΟ ΑΝΑΦΕΡΟΤΑΝ ΜΟΝΟ Ως ΥΠΟΛΟΙΠΟ ΜΠΟΝΟΥς. ΜΟΛΙς ΤΕΛΕΙΩΣΕ ΤΟ ΜΠΟΝΟΥς ΚΡΑΤΗΣΑΝ ΤΟ ΦΟΡΟ ΚΑΝΟΝΙΚΑ ΚΑΙ ΕΜΕΙΝΑΝ 4990 ΚΑΘΑΡΑ. ΚΑΙ ΜΕΤΑ ΣΤΗΝ ΔΙΑΔΙΚΑΣΙΑ ΤΗς ΑΝΑΛΗΨΗΣ ΠΟΥ ΖΗΤΗΣΑ 4500 ΑΝΑΛΗΨΗ ΘΥΜΗΘΗΚΑΝ ΝΑ ΚΑΤΑΣΧΕΣΟΥΝ ΟΛΟ ΤΟ ΠΟΣΟ. ΕΠΑΙΖΑ ΓΙΑ ΠΑΡΑ ΠΟΛΥ ΩΡΑ ΤΑ 750 ΑΡΧΙΚΑ ΕΙΧΑΝ ΣΧΕΔΟΝ ΜΗΔΕΝΙΣΤΕΙ ΜΕΤΑ ΑΥΞΗΘΗΚΑΝ ΠΑΛΙ. ΤΟ ΙΣΤΟΡΙΚΟ ΠΑΡΑΚΑΛΩ ΝΑ ΣΑς ΤΟ ΑΠΟΣΤΕΙΛΟΥΝ οι ιδιοι . ΔΕΝ ΔΕΧΟΜΑΙ ΟΤΙ ΕΠΙ ΤΡΕΙς ΩΡΕς ΠΟΥ ΠΟΝΤΑΡΙΖΑ ΔΕΝ ΕΙΧΑΝ ΠΑΡΑΤΗΡΗΣΕΙ . ΕΙΧΑΝ ΠΑΡΑΤΗΡΗΣΕΙ ΟΠΩς ΤΟ ΠΑΡΑΔΕΧΤΗΚΑΝ ΚΑΙ ΟΙ ΙΔΙΟΙ ΑΛΛΑ ΘΕΛΗΣΑΝ ΤΕΛΙΚΑ ΝΑ ΤΑ ΚΑΤΑΣΧΕΣΟΥΝ ΕΙΝΑΙ ΑΔΙΚΙΑ ΓΙΑΤΙ ΠΟΝΤΑΡΙΖΑ ΕΠΙ ΤΡΕΙς ΩΡΕς ΤΟ ΠΑΡΑΤΗΡΗΣΑΝ ΕΠΡΕΠΕ ΝΑ ΤΟ ΔΙΟΡΘΩΣΟΥΝ ΑΥΤΟΙ ΜΟΝΟ ΤΟ ΜΗΔΕΝΙΣΑΝ ΔΕΝ ΤΟ ΔΙΟΡΘΩΣΑΝ ΣΤΟ ΤΕΛΟΣ ΚΑΙ ΟΤΑΝ ΚΕΡΔΙΣΑ ΤΟ ΤΕΛΙΚΟ ΠΟΣΟ ΠΡΩΤΑ ΕΙΧΑ ΠΟΝΤΑΡΕΙ ΜΕΧΡΙ 5 ΕΥΡΩ ΚΑΙ ΜΕΤΑ ΤΟ ΔΙΠΛΑΣΙΑΣΑ ΟΠΩς ΠΑΡΑΤΗΡΗΣΑ ΟΤΙ ΛΕΕΙ Ο ΟΡΟς ΠΑΡΑΠΑΝΩ ΠΟΥ ΜΟΥ ΔΕΙΞΑΤΕ ΚΑΙ ΣΑς ΕΥΧΑΡΙΣΤΩ ΠΟΛΥ. ΜΟΝΟ ΓΙΑ ΤΗΝ ΗΘΙΚΗ ΒΛΑΒΗ ΠΡΕΠΕΙ ΝΑ ΜΕ ΑΠΟΖΗΜΙΩΣΟΥΝ. ΠΡΕΠΕΙ ΝΑ ΕΠΕΜΒΕΙ Η ΡΥΘΜΙΣΤΙΚΗ ΑΡΧΗ ΣΕ ΟΛΟ ΑΥΤΟ. ΚΑΙ ΖΟΥΜΕ ΣΤΟ 2024 Ας ΕΙΧΑΝ ΑΣΦΑΛΕΙΑ ΓΙΑ ΤΟ ΟΡΙΟ ΕΠΙΤΕΠΟΜΕΝΟΥ ΠΟΝΤΑΡΙΣΜΑΤΟΣ. ΣΤΗΝ ΤΕΛΙΚΗ Ας ΔΩΣΟΥΝ ΤΟ ΠΟΣΟ ΠΟΥ ΚΕΡΔΙΣΑ ΜΕΧΡΙ ΤΟ ΕΠΙΤΡΕΠΟΜΕΝΟ ΟΡΙΟ ΑΦΟΥ ΕΙΝΑΙ ΕΤΣΙ ΑΛΛΑ ΟΥΤΕ ΑΥΤΟ ΤΑ ΜΗΔΕΝΙΣΑΝ ΟΛΑ ΜΕΤΑ. ΚΑΙ ΤΕΛΟς ΝΑ ΑΝΑΦΕΡΩ ΟΤΙ ΣΥΝΕΧΙΖΑ ΝΑ ΠΑΙΖΩ ΕΝΩ ΕΙΧΑ ΚΕΡΔΙΣΕΙ ΤΑ 7500 ΜΕΧΡΙ ΝΑ ΟΛΟΚΛΗΡΩΘΕΙ ΤΟ ΠΟΣΟ ΠΟΥ ΗΘΕΛΑΝ ΓΙΑ ΤΟ ΤΖΙΡΑΡΙΣΜΑ. ΑΦΟΥ ΤΟ ΕΙΧΑΝ ΠΑΡΑΤΗΡΗΣΕΙ ΓΙΑΤΙ ΔΕΝ ΔΙΟΡΘΩΣΑΝ ΤΑ ΠΟΣΑ. ΠΡΙΝ ΤΗΝ ΑΝΑΛΗΨΗ ΤΟΥς ΡΩΡΗΣΑ ΜΕΣΩ ΤΣΑΤ ΑΝ ΥΠΑΡΧΕΙ ΚΑΠΟΙΟ ΘΕΜΑ ΑΚΟΜΗ ΚΑΙ ΜΕ ΤΑ ΕΓΓΡΑΦΑ ΤΑΥΤΟΠΟΙηΣΗΣ ΠΟΥ ΕΙΧΑ ΣΤΕΙΛΕΙ. ΑΦΟΥ ΤΟ ΕΛΕΝΞΑΝ ΜΟΥ ΕΙΠΑΝ ΔΕΝ ΥΠΑΡΧΕΙ ΠΡΟΒΛΗΜΑ. ΤΩΡΑ ΑΠΟ ΤΟ ΔΕΝ ΥΠΑΡΧΕΙ ΠΡΟΒΛΗΜΑ ΠΩΣ ΕΦΤΑΣΑΝ ΝΑ ΚΑΤΑΣΧΕΣΟΥΝ ΟΛΟ ΤΟ ΠΟΣΟ ΕΙΝΑΙ ΑΞΙΟ ΑΠΟΡΙΑΣ. και τελος μου εστειλαν μειλ που ελεγε οτι δεν μπορω να εχω ξανα μπονους στο καζινο τους για αρκετο καιρο αλλα να παιζω μονο με πραγματικα χρηματα και σταδιακα θα μπορουσα να εχω παλι μπονους. ζητησα να κλεισει ο λογαριασμος μου στο καζινο αυτο και μετα απο επιμονη δικη μου τον εκλεισαν. ΑΚΟΜΑ ΚΑΙ ΠΑΡΑΠΑΝΩ ΣΤΟΥς ΟΡΟΥς ΔΕΝ ΛΕΕΙ ΞΕΚΑΘΑΡΑ ΟΤΙ ΣΤΑ ΠΟΣΑ ΑΠΟ ΜΠΟΝΟΥΣ ΑΠΑΓΟΡΕΥΕΤΑΙ ΝΑ ΠΟΝΤΑΡΕΙς ΠΑΝΩ ΑΠΟ 5 ΕΥΡΩ. ΣΥΓΝΩΜΗ ΑΛΛΑ ΔΕΝ ΕΙΝΑΙ ΚΑΤΑΝΟΗΤΟ ΑΠΟΛΥΤΑ. ΕΙΝΑΙ ΑΔΙΚΙΑ ΝΑ ΣΕ ΑΦΗΝΟΥΝ ΝΑ ΠΑΙΖΕΙΣ ΚΑΙ ΝΑ ΚΕΡΔΙΖΕΙΣ ΚΑΙ ΜΕΤΑ ΝΑ ΣΟΥ ΛΕΝΕ ΛΑΘΟΣ. ΚΑΠΟΙΟΣ ΔΕΝ ΕΚΑΝΕ ΤΗ ΔΟΥΛΕΙΑ ΤΟΥ ΣΩΣΤΑ ΣΤΟ ΚΑΖΙΝΟ. ΓΙΑΤΙ ΝΑ ΥΠΟΣΤΩ ΕΓΩ ΟΛΕς ΤΙς ΣΥΝΕΠΕΙΕς. ΔΙΚΟ ΤΟΥς ΛΑΘΟς ΕΙΝΑΙ ΣΤΗ ΔΙΑΧΕΙΡΗΣΗ

Hi Vicky090982,

I regret to inform you that if you knowingly place multiple bets exceeding the maximum allowed, we cannot intervene to ensure the casino pays out your winnings. While it would be ideal for the casino to have a software system preventing players from breaching the maximum bet rule, this is not currently a standard practice. Therefore, if the maximum bet is clearly outlined in the general bonus terms, we acknowledge that players must exercise caution when completing bonus wagering requirements. It is common for casinos to have a maximum bet rule, and we strongly advise players to review bonus terms before commencing play to avoid any misunderstandings. Unfortunately, gameplay is only audited when a player requests a withdrawal, not in real-time while they are playing.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.