N1 Bet Casino - Τα κέρδη του παίκτη κατάσχονται άδικα.

Dear CasinoGuru Team,

I am opening this complaint against N1 Bet Casino regarding the unfair confiscation of €3.191,87 from my balance due to an alleged "maximum win limit" that directly contradicts the promotional offer I received.

Here are the facts of the event:

1. A few days ago, I received an exclusive promotional email from N1 Bet offering a 30% deposit bonus. 

2. The email explicitly stated two key conditions to incentivize my deposit: "No Wagering Requirements" and "No Maximum Win Limits" (No Max Cashout).

3. Trusting the clear terms stated in this marketing email, I made a significant deposit of €500 and received a €150 bonus, bringing my starting balance to €650.

4. After a legitimate gameplay session, my balance grew to approximately €4,691.87. I then requested a full withdrawal.

5. The following day, my withdrawal was canceled. The casino confiscated €3.191,87 from my account, leaving only €1,500, citing their general bonus terms regarding maximum win limits.

I strongly believe this is a case of highly misleading advertising and predatory marketing. The casino actively induced me to deposit a large sum (€500) by promising an unrestricted bonus ("no limits"), only to later invoke hidden clauses in their General Terms and Conditions to void my legitimate winnings. 

If a specific promotional email explicitly overrides general restrictions to attract deposits, those specific terms must be honored. Otherwise, it constitutes a bait-and-switch practice.

I have attached screenshots of:

- The promotional email showing the "no maximum win" promise.

- The withdrawal cancellation email stating the balance correction.

- My transaction history showing the deposit and the deduction.

I kindly ask for your mediation to have N1 Bet restore my confiscated winnings of €3.191,87.

Thank you for your time and assistance.

Best regards,

Paolo Patricola

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Dear Kaminkzi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the withdrawal of your funds.

To better understand the situation and assist you in resolving this issue, I would like to ask you some additional questions:

• Is your account fully verified?
• Could you please let me know approximately when you registered your account?
• Did you receive deposit bonuses before?
• Since the bonus was given by [email protected], did you reach out to them to clarify the situation? Please forward relevant communication to [email protected], or you can post them here instead.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue.

Thank you in advance for your reply.

Best regards,

Jean

Dear Jean,

Thank you for taking my case and for your assistance. Here are the answers to your questions to clarify the situation:

1. Is my account fully verified?

Yes, my account is fully verified (KYC process completed). I have provided all the required identity and address documents.

2. When did I approximately register the account?

I registered my account in FEB 2025.

3. Have I received deposit bonuses in the past?

Yes, I have received other bonuses in the past, but none with such specific and aggressive promotional wording ("no max win limits") sent directly to my email.

4. Regarding [email protected] and communication:

Unfortunately, due to the frustration of having my €3,100 confiscated, I ended up wagering the remaining €1,500 that was left on my balance and lost it during a subsequent gaming session. Therefore, my current balance is €0,12. However, this does not change the fact that the initial €3,100 was unfairly confiscated from my legitimate winnings prior to this.

I have not engaged in a further dispute with the VIP team via email yet, as I preferred to rely entirely on your mediation. I am immediately forwarding the complete promotional email I received from [email protected] (showing the explicit "No Max Win Limit" statement) to your email: [email protected].

However, I am immediately forwarding the complete promotional email I received from [email protected] (showing the explicit "No Max Win Limit" statement) to your email: [email protected].

Thank you again for your help. I look forward to your guidance.

Best regards,

Paolo

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Kaminkzi,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jean